The Service Experience

What It Is Actually Like to Work with Securelux

Choosing a security screen company is not just about the product. It is about whether the experience of buying, waiting, having your home worked on, and getting support afterwards is clear, respectful, and professional. Here is what the Securelux experience looks like from start to finish – and what you can hold us to.

Hinged Doors Classic
1Step 1: First Contact

You call 1300 11 51 51 or fill in a form online. A real person from the Securelux office responds – typically within one business day – to book a consultation at a time that suits you. There is no automated funnel, no aggressive follow-up sequence. Just a conversation to get the process started.

2Step 2: The Free In-Home Consultation

A Securelux consultant visits your home. They bring samples, measure every opening that may need screening, and take the time to understand your priorities. Are you most concerned about break-in resistance? Airflow? Pet safety? Child fall prevention? Bushfire or cyclone rating? Aesthetics? All of these shape the recommendation.

The consultant will explain the differences between Crimsafe tiers (First, Regular, Classic, Ultimate) and let you know if a budget option like a barrier screen or flyscreen makes more sense for certain openings. There is no upsell pressure. The goal is to help you make an informed decision.

3 Step 3: The Quote

Within a few days, you receive a fully itemised quote. Every product, every accessory, every installation requirement is listed. If you have questions, the consultant is available to walk through any line item. If you want to adjust scope or prioritise certain openings to fit a budget, that is discussed openly.

4 Step 4: Manufacturing

Once you approve the quote, your products are manufactured at the Securelux factory in Redland Bay. Typical turnaround from approval to installation is around four weeks, depending on the scope and season. The office communicates the expected timeline and confirms the installation date in advance.

5 Step 5: Installation Day

Securelux installers – employed by Securelux, not subcontracted – arrive on the confirmed date. They lay drop sheets, install products carefully, test every screen and door for correct operation, and clean up completely when finished. You are walked through the operation of your new products and given warranty documentation and care guidance.

6 Step 6: After the Install

Securelux does not disappear after the invoice is paid. If anything needs adjusting – a door that needs a tweak, a lock that needs fine-tuning, a question about maintenance – you contact the same company. The 12-month workmanship warranty covers installation-related issues. The SecureCare program provides ongoing access to support, advice, and service.

What Real Customers Say

“From start to finish, the most professional company I have dealt with. Kerry’s presentation was very professional and we came away knowing exactly what we were getting in the quote.”
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“One of the best examples of customer service I have seen in a business. The sales guy was helpful but not pushy, the guy who did the measure was passionate about the product, and the office staff were incredibly accommodating.”
Denise, Wynnum
“Worth the cost for peace of mind and safety. Very professional and friendly service and always on time.”
Mark, via Google Reviews

The Securelux experience is designed so that every touchpoint – from the first call to years after install – reinforces the same standard: clear communication, careful workmanship, and genuine accountability.

Book your free consultation on 1300 11 51 51 or online at securelux.com.