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.
Fortress offers onsite or desktop assessment of the damage. Your dedicated Customer Care contact will discuss the assessment service best suited to your needs.
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.
On delivery of your vehicle for repair, our experienced and qualified team will discuss the repair process required.
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.
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.
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.
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
Smash Repair sites at 10 trusted locations
Including 50 Apprentices
Valued, satisfied and motivated to succeed
We value and prioritise customer relationships
Conventional
Days
Complex
Days
Theft Recovery
Days
FREQUENTLY ASKED QUESTIONS
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.
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.
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.
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.
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.
Fortress honour the warranty covered by your insurer on all on repairs while the vehicle remains with you.
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](https://cdn.prod.website-files.com/64e7e5db6943ac10872e7bcf/65555cc357c6182e379eb4cc_faq-image2.webp)
fortress locations
Styleguide
Price Pin
![Map marker icon](https://cdn.prod.website-files.com/64e7e5db6943ac10872e7bcf/654b2ab83ceea7c3fcd96d27_map-pin.webp)
Empty State
Pop-Up
Tool Tip
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/662060f3d76620fd9ee2f7eb_wishar.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/662061075846aab05aecd0e4_springwood.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/6620611242f863279e307b0a_fsr-stolen.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/6620611d25e18d8c55be817d_crestmead.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/6620612781423c7ff2811227_fsr-services.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/6620613e8f7ece05fae07260_eagle-farm.webp)
![](https://cdn.prod.website-files.com/650a8b815fd415a1850e9bfa/6620615525e18d8c55beb4ad_slacks-creek.webp)