REPAIR PROCESS

delivering a reliable, quality repair experience

We are committed to maintaining the highest industry standards, ensuring the safety and satisfaction of our customers remains at the core of everything we do.

Repair Process

The Fortress repair process is designed to deliver quality outcomes for our customers.  We aim for minimum disruption and delay, and to keep customers informed throughout the repair process.

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Assessment
1

Fortress offers onsite or desktop assessment of the damage. Your dedicated Customer Care contact will discuss the assessment service best suited to your needs.

Scheduling
2

Fortress will finalise the quote, liaise with your insurer and source any required parts. Customer Care will then contact you to schedule the repair booking and provide an estimated completion date.

Consultation
3

On delivery of your vehicle for repair, our experienced and qualified team will discuss the repair process required.

Process alerts
4

Throughout the course of repairs you will be provided with progress reports via text message. If you have any queries you can contact the team over the phone.

Process updates
5

Should your estimated completion date change due to unforeseen problems, your Customer Care contact will call you to discuss and provide an updated completion date.

Quality & safety Assurance
6

At each stage of the repair process, your vehicle will undergo a quality check by our experienced Quality Control Officer and final quality and safety checks prior to delivery.

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Delivery

On delivery, we provide personalised handover, answering questions, explaining the lifetime warranty on repairs and ongoing support and services offered by Fortress.
We will also encourage you to provide feedback and will issue you with a personal contact should you have any future queries or concerns.

Performance Indicators

Industry leading operational, service and workplace metrics

10+
Fortress Repair Sites

Smash Repair sites at 10 trusted locations

280
Team members

Including 55 Apprentices

89%
Workplace Satisfaction

Valued, satisfied and motivated to succeed

90%
Customer Satisfaction

We value and prioritise customer relationships

Key to key

Conventional

7.8

Days

Complex

16.6

Days

Theft Recovery

35.7

Days

FREQUENTLY ASKED QUESTIONS

Icon - Question
What is the repair process?

Panel repair will involve work to the body and structure of your vehicle, which may include chassis rail repairs using a Car-O-Liner. Panels are repaired, trial fitted and tested for alignment.

Once panel repair is quality assessed, the paint process will include covering any panels not being painted and preparation of paint repair areas including a primer to seal and protect from corrosion. Panels are cured under infrared drying lamps and sanded. Paint colour is matched to existing panels and mixed. The vehicle and replaced parts are placed in a spray booth and painted with adequate curing and drying times between coats. Three coats are applied - base, top and clear finish. After painting, polishing and de-nibbing occurs for a smoother surface. Your vehicle is now ready to reassemble and perform quality and safety checks.

Icon - Question
What is the quality assurance process?

Repairs are quality assessed at each step of the repair process followed by a final quality and safety check and approval by a Quality Assessor.

Icon - Question
How do I prepare my car for repairs?

For smooth drop off, please ensure all valuable items are removed including toll passes. Check the boot and glove box, empty tool boxes and leave unlocked. Ensure you provide keys for roof racks, wheel lock nut or lockable towbar accessories. Fortress will not be responsible for any items that are lost or damaged.

Icon - Question
I have an excess to pay – what are my payment options?

We accept credit or debit cards and cash; or for ease on collection, ask our friendly team to provide you with an invoice so you can deposit the funds directly into our account.

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What kind of parts will be used on my vehicle?

Fortress uses industry standard parts for all repairs; we will use parts as per your PDS while also minimising our footprint on the environment, using sustainable parts where we can without compromising the integrity of repairs or the safety of your vehicle.

Icon - Question
Is there any warranty on the repairs?

Fortress honour the warranty covered by your insurer on all on repairs while the vehicle remains with you.

Icon - Question
How long will my repair take?

Several factors influence repair time including the complexity of the repair work and availability of replacement parts.

Your repair completion date is an estimate based on the damage we can see when we quote your vehicle.

This completion date can vary depending on additional damage we may find when we disassemble your vehicle. 

We will keep you updated throughout the process, so you are aware of any changes to the repair completion date

A picture of an Fortress employee

fortress news

FortTalk
May 10, 2024
Growing our Own - Apprentice to Training Production Manager

Saed kick starts his career, completing his Auto Body Repair trade and commencing his development journey in Production Management.

FortTalk
April 20, 2024
This is why we do what we do....

Eagle Farm goes that extra mile to repair the unrepairable due to sentimental value and a commitment to customer satisfaction

News
April 12, 2024
Four industry veterans join skills taskforce board

ACIA nomination for Board of Directors, Sarah Moynihan, voted in at their AGM

News
March 18, 2024
ACIA AGM at Collision Repair Expo

The ACIA has announced the nominations for its upcoming Board of Directors and AGM. Fortress candidate, Sarah Moynihan, has been nominated for a full term.

News
February 19, 2024
Women in Collision Awards rocked in Sydney

Fortress Group parts Manager Chelsea Donges won the Women in Collision - Parts Manager category and we couldn't be prouder!

FortTalk
February 5, 2024
FortTalk – Alex Mraz OPERATIONS MANAGER

Alex Mraz, Fortress Operations Manager, talks about his passion for the industry, growth within the company and who has influenced him along his journey.

News
December 11, 2023
This year's Women in Collision finalists announced

Thank you to everyone who nominated for this year's Women in Collision Awards.

FortTalk
November 11, 2023
Nick Scodellaro, Fortress - Slacks Creek Centre Manager, nominated as finalist for 2023 Bodyshop Awards

One of our first to complete Fortress Leadership Development Program, Nick has been recognised as a finalist for Young Achiever, what an outstanding acknowledgement!

FortTalk
November 11, 2023
Nominated for Young Achiever in the Bodyshop Awards

Saed Mohummadi is being recognised for his high level of skill in his third year of his Apprenticeship!

FortTalk
November 11, 2023
Fortress nominated as a finalist for Community Involvement and Social Responsibility

Recognised in the National Bodyshop Awards as a finalist!!!

FortTalk
September 11, 2023
Turbo Talk with Fortress' Sarah Moynihan

Sarah Moynihan, our Turbo Talk guest, is Head of People, Culture and Change at Fortress Collision Repair Services and a Director of the Board for Australian Collision Industry Alliance.

News
September 4, 2023
APG awards $10,000 of tool vouchers to female apprentices.

APG has selected 10 female apprentices who each receive a $1000 Würth tool voucher in its campaign to support women on the workshop floor.

News
June 13, 2023
Australian Collision Industry Alliance update

Fortress generously donates to the ACIA accelerator fund to get the NFP up and going

News
March 1, 2023
MSO interviews: Fortress CEO, Peter Taylor

In case you missed our multi site operator feature in the January issue of the magazine here's the chat we had with Fortress CEO Peter Taylor.

News
February 20, 2023
2023 Women in Collision awards

Our very own Angela Burns selected as a finalist in the Owner/Manager category for her longstanding contribution and expertise in the collision repair industry! Ange truly is a trailblazer and set's the standard of best of the best, Fortress is lucky to have her.

News
November 14, 2022
Fortress wins Best MSO in National Bodyshop Awards

Finalist for Best New Shop - Crestmead and Best MSO. A new comer in the MSO scene, Fortress wins the National Award for Best MSO!

News
September 12, 2022
Fortress' finalist for Best New Shop and Best MSO

Paint & Panel Bodyshop Award finalists have been announced and Fortress is a finalist in 2 categories!

News
March 14, 2022
MSO series: Fortress Joe Walsh talks "Building Something Better"

In case you missed our MSO feature in the January/February issue where we talked to all the major groups we'll be publishing their interviews individually online. This week:

fortress locations

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MANSFIELD
Focus
Unit 2, 98 Wecker Road, Mansfield, QLD 4122
WISHART
Focus
17 Secam St, Mansfield, QLD 4122
SPRINGWOOD
Focus
10 Geonic Street, Underwood, QLD 4119
FSR STOLEN
Focus
9-13 Titanium Street, Crestmead, QLD 4132
CRESTMEAD
Focus
9-13 Titanium Street, Crestmead, QLD 4132
BEENLEIGH / FSR SERVICES
Focus
5-7 Thorsborne Street, Beenleigh, QLD 4207
KOTARA
Focus
3/7 McDougall Street, Kotara, NSW 2289
EAGLE FARM
Focus
136 Lavarack Avenue, Eagle Farm, QLD 4009
ORMEAU
Focus
2/21 Blanck Street, Ormeau, QLD 4208
SLACKS CREEK
Focus
31 Cronulla Court, Slacks Creek, QLD 4127

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