Frequently Asked Questions

  • Q. WHAT’S THE DIFFERENCE BETWEEN A BOSCH 2000 AND 3000?
      A Bosch 2000 is a system that supports to 8 Zones or 8 Detectors while the 3000 supports up to 16 zones or 16 detectors. The 2000 is not wireless and will need an additional wireless adaptor but the 3000 is compatible with Bosch wireless products and does not need any additional adaptors. Accessories wise, they both support the exact same components so you can add reed switches, Ethernet modules, touch pads to both systems.
  • Q.ARE BOSCH 6000S SUITABLE TO USED IN RESIDENTIAL PROPERTIES?
      The 6000 is suited for very large homes or commercial properties and not really suited for residential properties that are under 150 squares. The reason for this is because the Bosch 6000 supports up to 64 zones or 64 detectors which is over kill for most properties. Also, the 6000 have the ability to register tokens so you can gain access to certain areas.
  • Q. YOU HAVE A BOSCH RADEON WIRELESS KIT, IS THIS KIT FULLY WIRELESS?
      The only components that are wireless with the Bosch Radeon kits are the wireless detectors and the keyfob kit. The strobe, keypad and siren will still need to be wired up. Usually these kits are purchased due to the difficulties in running the cables required for an alarm system so we would advise putting the keypad and screamer next to the alarm panel and the siren just outside of where the panel is going to be which would mean you’ll barely run any cable. Once the alarm system is programmed and the keyfob kits installed, you can turn on or off your alarm system from the keyfobs so you won’t need to go to the keypad.
  • Q.WHAT DOES AN ETHERNET MODULE DO? WHAT ARE THE REQUIREMENTS FOR ME TO INSTALL ONE?
      Ethernet modules need an ethernet (data) point next to the panel to operate. All Bosch systems including the 2000, 3000 and 6000 can have a ethernet module. Once you have installed your ethernet module, you can install the Bosch App for your IOS or Android and monitor your alarm system through the app. You can disarm/ arm the alarm system and turn it on or off and see which zones are causing faults. All Ethernet modules are NBN ready.
  • Q. I WANT TO TURN MY ALARM SYSTEM ON OR OFF FROM A REMOTE. CAN I ADD THIS TO MY BOSCH SYSTEM?
      You will need to purchase a Keyfob kit which comes with a wireless receiver that is installed inside the panel. Kit also includes 2 keyfobs that you will use to turn/off your Bosch Alarm System. You can also do this with an Ethernet module without the remotes, you can turn on/off the alarm system from your phone instead.
  • Q. CAN I MONITOR MY CCTV SYSTEM FROM THE BOSCH ALARM SYSTEM?
      No, alarm systems are different systems to your CCTV and must be maintained and monitored separately.
  • Q. HOW DOES ALARM MONITORING WORK?
      Alarm monitoring means your home is safeguarded by a team of security professionals 24 hours a day, 7 days a week. What happens? The alarm monitoring centre is notified every time the alarm is activated in your home or business. They will then action a pre-set list of instructions which could include calling the property, calling you, a neighbour or a friend, or sending a security guard to your property. This will need to be organised by yourself after the purchase of your alarm system.
  • Q. CAN I USE A MONITORING COMPANY OR BACK TO BASE?
      Yes.If you choose you do not want to monitor the system yourself you may decide to go with a monitoring company.The choice is yours. Yes.If you choose you do not want to monitor the system yourself you may decide to go with a monitoring company.The choice is yours. Yes.If you choose you do not want to monitor the system yourself you may decide to go with a monitoring company.The choice is yours.
  • Q. HOW TO DISABLE MY SECURITY ALARM?
      Each alarm has a different sequence and procedure to disable the alarm. Consult your user manual for instructions.
  • Q. WHICH SECURITY SYSTEM IS BEST FOR MY HOME?
      Each property has a unique layout and design which means there isn't a one size fits all solution for home security systems. Each system should be customised to provide the best security for your individual property.
  • Q. WHY IS MY SECURITY ALARM SYSTEM BEEPING?
      There could be a few different reasons for a continual beep from the security system keypad. Firstly, you should consult the troubleshooting guide of the system manual if you have one and follow the manufacturer fault finding directions. Common causes of beeping are low battery issues, loss of mains power, and landline phone connection problems.
  • Q. IS THE SYSTEM GOING TO INTERFERE WITH MY HOME WIFI?
      No, it will not interfere with your home wifi.
  • Q. WHAT PART OF THE ALARM SYSTEM NEEDS TO BE PLUGGED INTO A POWER POINT?
      The main alarm panel. This can be done by plugging into an existing power point, running an extension lead, or making a hole in the wall behind the unit and gaining power this way (we would recommend an electrician do this if you were to go down that path).
  • Q. WHAT HAPPENS IF THERE IS A BLACK OUT AND NO POWER?
      Our alarm panel have a backup battery that is automatically charged when connected to power. This will give you approx. 6-8hrs backup with no power supply.
  • Q. WHAT RANGE DO THE PIR'S HAVE?
      PIR's have a detection (viewing) range of 12m but Bosch have a huge selection of PIRs with an array of viewing detections. Please visit our page to view our range and if you need any assistance, please get in touch with us.
  • Q. ARE YOUR PIR SENSORS PET FRIENDLY?
      We have Bosch pet friendly sensor available at our store. They come either wired or wireless. For the wired version, we recommend using the Tri Tech Pet Friendly PIR sensors. They are good for pets up to 30kg. They are super adjustable. The sensitivity within them can be adjusted over 100 different ways to make sure you can get the setting that suits your needs for the type of pet you own. If you have any issues with false alarming, the sensor will need to be adjusted to suit how jumpy or not jumpy your pet is. If you have trouble with this you can always call our tech support 7 days a week for help.
  • Q. DOES THE ALARM SYSTEM REQUIRE AC POWER?
      Yes, the alarm panel needs AC power.It has a 9V 7Ah backup battery that recharges automatically from the main power supply, in case of a power outage.
  • Q. HOW DO I CHANGE MY USER CODES?
      The master code user is able to change user codes at any time. User manuals provided with the alarm system at time of install explain this process. If you don't have a user manual or have lost it you may download a user manual from this website. If you can’t find the user manual for your system please contact us and we will provide you with the necessary manual.
  • Q. HOW OFTEN WILL I NEED TO CHANGE THE BATTERIES IN ANY WIRELESS MOTIONS SENSORS OR REED SWITCHES?
      Your Sensor & Reed Witch batteries will last (on average) about 5 years each.
  • Q. CAN I HAVE MY ALARM SYSTEM CALL ME & MY PARTNER OF NEIGHBOURS/FRIENDS ON THEIR MOBILE OR HOME PHONE?
      Yes! We can programme your System to call up to three (3) phone numbers should it be triggered.
  • Q. HOW LONG WILL THE ALARM GO FOR IF IT IS TRIGGERED, WILL IT KEEP GOING UNTIL I TURN IT OFF, WHAT IF I’M AT WORK OR AWAY ON HOLIDAY & CAN’T TURN IT OFF?
      If triggered your alarm system will sound for a maximum of 5 minutes, at which the sirens will time out. Your system will still be armed & ready to detect the any further movement or activity from an intruder. If an intruder re-enters, the siren will resound for another 5 minutes.
  • Q. DO YOUR SYSTEMS EXPERIENCE FALSE ALARMS?
      We use quality Bosch Alarm Systems & Motion Sensors so the answer is; pretty rarely. If you do experience a false alarm, our experience tells us that in the vast majority of cases it is due to environmental conditions in your home such as a window left open, excessive sunlight, pets or animals in the house (for homes not fitted with pet sensitive sensors) or a spider crawling directly over the lens of your sensor. To eliminate the incidence of false alarms, you simply need to ensure your windows are closed when you leave home, close the blinds in rooms the that receive excessive sunlight and spray flyspray/surface spray around your motion sensors once in a while. Of Course, if all of these preventative measures are undertaken & you still experience problems, you simply need to contact your technician or us to have the problem resolved.
  • Q.DO YOU NEED A LICENCE TO INSTALL AN ALARM? THERE ARE DIY KITS
      Only someone with a security licence is allowed to install Bosch alarm systems. If you attempt to install it yourself, your warranty will be voided as Bosch will ask for the installer’s security licence number and if that is not available, the 3-year warranty will be automatically be redundant. Also, insurance companies ask for the installers licence number so make sure you get a licenced installer to install your alarm system. Any damage caused with mis programming or incorrect connections will not be covered any under.
  • Q. I WANT MY ALARM PRE-PROGRAMMED. ARE YOU ENABLE TO ASSIST?
      We provide all Bosch alarms pre programmed with 60 seconds exit and 60 seconds exit. For custom programming, please follow the instructions in the manual that is provided. If we were to pre-program your alarm system, it would be considered used since we would need to open all the components and panel to program it.
  • Q. WHAT DO ALL THE ACRONYMS DESCRIBING CAMERAS MEAN LIKE AHD, TVI, CVI, HD-SDI, IP AND CVBS?
      There are several different processor manufacturers globally and each have their own processors which are very similar and pretty much make AHD, TVI and CVI the same or at least indistinguishable from each other unless side by side. Basically, they are: AHD, TVI & CVI = These are the preferred technologies for 8MP and under and the most commonly used in homes and businesses for 1MP, 2MP, 3MP, 4MP and 5MP as they deliver great quality, there is no latency (delay), they are perfect for replacing an old analogue (CVBS) system using existing cable and compared to IP they are very cost effective. IP = Internet Protocol and in most cases strictly adheres to this. IP mostly uses Cat5/5e/6 cable and although can really deliver some great resolutions, there are issues with dropping frames segments (you lose parts of the stream) and latency of around 10-15 seconds meaning if you are watching something on the screen it probably happened 15 seconds ago. CVBS = Standard old analogue systems which are nowadays not seen as evidence level and the footage is often (or mostly) rejected by the police. We do not supply CVBS cameras due to them no longer being recognised as evidence level recording. If you are wondering if a system is CVBS then look for terms like: D1, 960h, CIF, etc. HD-SDI = This was a great interim technology a few years ago and was originally developed for TV broadcasting. This tech delivers great quality, however it is expensive, difficult to find replacement parts for some systems and very finicky in regards to the cable type used making it not that good for retro fitting to HD.
  • Q. WHAT’S THE KEY DIFFERENCE BETWEEN HOW A NVR AND A DVR/ XVR OPERATE?
      A network video recorder (NVR) records IP cameras that are transmitted via a network cable. These cameras connect to an NVR either by way of a network switch or router and in some cases directly to the recorder itself. In essence, NVRs record IP cameras. Digital video recorders (DVRs) are synonymous with recording analog or coax-based cameras. So, in short, a DVR records cameras that are connected via a coax cable. They both record cameras and offer the same similar options but they record in different transmission methods. The XVR systems are a newer system that supports 5 mainstream camera types, not only traditional CVBS cameras, but also HDCVI, AHD and TVI, as well as IP cameras. You can either use coax cable or CAT5/CAT6 Cable. This makes the XVR a true hybrid video recorder.
  • Q. WHAT ARE HYRBID XVR CCTV SYSTEMS?
      The XVR is a newly developed HD video recorder based on industry leading open structure to be compatible with multiple access technologies. The 4 and 8 Channel XVR now supports 5 mainstream camera types, not only traditional CVBS cameras, but also HDCVI, AHD and TVI, as well as IP cameras. Moreover, the XVR recognises the signal formats from camera automatically, including both Diamond cameras and third-party cameras. True plug & play makes operation more user friendly and convenient. This means, if you are planning to expand or upgrade your security system in the future, it is an effective solution that will not cost you another recording box as your no longer limited to a single camera format.
  • Q. Which is easier to use a NVR or XVR?
      Both NVRs and XVRs offer very easy menus to navigate and program the recorders. NVRs tend to be slightly more difficult because the cameras themselves are network devices so they must be programmed with an IP address just like any other device connected to a network. XVRs are much simpler. Cameras do not need to be programmed or set up when connected to the recorder. They are a simple plug and play solution. These security recorders make setup and installation much easier for the DIY customer, as they do not need to mess with camera settings or programming. Both systems offer remote video monitoring and HD recording capability.
  • Q. WHAT YOU NEED TO CONSIDER WHEN CHOOSING A SECURITY SURVEILLANCE NVR OR XVR?
      The most important factor when considering a recorder typically is your wiring. Wiring will dictate what you need and what you can use a majority of the time. As an example, if you already have coax cables installed and connected to an older analog CCTV system it would make more sense to use a DVR or XVR that supports coax cable already.
  • Q. HOW DOES NVRS WORK?
      With built in POE (Power over Ethernet) the NVR injects 12VDC into the Cat5 or Cat6 cable to power each camera. This means a separate power cable is not required for each camera installed, making installation faster and simpler. The Cat5 or Cat6 cable also acts as the conduit to carry the video signal back to the NVR for monitoring, recording and transmitting to the network.
  • Q.XVR HYRBID CAMERAS? WHAT IS IT?
      The XVR cameras offer a 4 in 1 solution for HD-AHD/CVI/TVI. You can easily switch which mode you would like using the toggle provided with the camera. You can use these cameras with your system given that it is any of the 4 transmissions that are supported.
  • Q.WHAT IS A VAR FOCAL LENS ON CAMERAS?
      A fixed lens doesn’t let you adjust the focal length, angle of view, and level of zoom. Almost all fixed lens cameras have a wide angle. With a varifocal camera, you can adjust these things. A varifocal camera allows you to adjust between its top and bottom limits on its view angle. This means that you have the ability to manually set both the view angle and level of zoom.
  • Q.ARE THE APPS AVAILABLE ON BOTH APPLE AND ANDROID?
      Yes, there is an App available for both devices on both our Dahua CCTV sytems and Diamond Series XVR systems. Simply scan the QR code that is provided with your system to begin installation of the app.
  • Q.CAN YOU VIEW THE FOOTAGE ON YOUR COMPUTER OR LAPTOP?
      TYes, you can use on any laptop or computer that has internet connection to view the footage. All you need is your camera's IP if it is a NVR. If it is a XVR, you’ll need to install the software provided to view the footage from the cameras.
  • Q.WHERE IS THE BEST POSITION TO INSTALL THE CAMERA'S?
      Up high, out of sight and installed in an area with the best field of view.
  • Q.HOW MANY DAYS RECORDING CAN A XVR/NVR STORE?
      The length of archive depends on number of cameras, frames per second (FPS) and amount of available hard disk space (HDD). The other setting that can effect this is motion detection, however some DVRs will still record constantly whilst there is no motion at a reduced rate. For a typical four camera 5MP system recording 24/7 @ 12 fps you will get approx. 2 week storage from a 1TB HDD. 2TB would be around 3 and a half weeks. Due to the newer H.265 compression format, recorders can now compress video so it is much smaller in footprint and record longer.
  • Q. WHAT IS MOTION DETECTION AND HOW DOES IT WORK?
      The easiest way to explain motion detection is that the XVR/NVR will compare each frame (photo) and look for any difference. The difference is then calculated as a percentage and compared to your sensitivity setting. If everything matches it marks the recording as motion. Most XVRs and NVRs give you the option to record motion and/or record full time, as well as features like email notification etc.
  • Q. CAN I VIEW LIVE REMOTELY?
      Yes, you can view live from anywhere through the Internet. All the Dahua and Diamond Series XVRs have a wizard that will set your system and your mobile device for remote view in a matter of minutes.
  • Q.WILL IT WORK ON MY MAC AND WIN10 MACHINE AS WELL AS ANDROID AND IPHONE?
      Yes, all our Diamond XVR and Dahua systems are cross platform and will work on all devices.
  • Q.CAN I RECORD AUDIO?
      The Dahua CCTV Systems comes with an audio option so you can record or listen to audio. The Dahua camera have a built in MIC in each camera to allow this.
  • Q.WHAT IS THE DIFFERENCE BETWEEN THE MEGAPIXELS?
      Megapixels identify the camera capture quality. The higher the number the more detail is preserved giving you the ability to zoom in on recorded footage with less image quality loss. See below for easy reference - 2MP = 1080P HD - 4MP = 2 x 1080P HD resolution - 8MP = 4K UHD
  • Q. CAN I INCREASE MY HARD DRIVE SO THAT I HAVE MORE RECORDING TIME?
      Yes, we can supply more hard drive space if you require longer record times.
  • Q.HOW DO I GET THE RECORDED FOOTAGE OFF MY NVR HARD DRIVE?
      Via a USB stick, USB external drive or even via the app you use to remotely view the cameras.
  • Q.DO YOU SELL WIRED OR WIRELESS CCTV SYSTEMS?
      We only sell wired CCTV systems to ensure maximum reliability and performance. Wireless CCTV systems whilst easier to install are prone to drop out with weak Wi-Fi signal and the requirement for mains power at each camera location or batteries to be replaced/recharged at regular intervals.
  • Q.HOW MANY CAMERAS DO I NEED?
      Generally, most small business and homes have between four and eight cameras. Single story homes or small commercial properties will need up to 4 while double story homes or medium sized commercial properties can have 4 to 6. Larger homes and Commercial properties wioll need a minimum of 8 cameras. If you need anything above 8 cameras, you will need to purchase either a 16 or 32 Channel XVR or NVR which we also offer by special request. Please contact if you wish to know more.
  • Q.WHAT STYLE OF CAMERA SHOULD I GO WITH?
      Basically, despite hundreds of shapes and sizes it boils down to a dome shape or a bullet shape when considering an average system. Bullet cameras are better at handling adverse weather conditions and have more flexibility in relation to aiming them. They are however more vulnerable to tampering and theft so make sure they are high enough not to be pulled down by a rope or by hand. Dome cameras are better at anti tampering, however they are best used under an eave (soffit) to avoid direct exposure to the elements. As far as image quality goes there is essentially no difference as they are just housings and have the same camera inside. However, Bullet cameras usually do have a longer field of view. A dome typically has a 30M view while bullet cameras have 40 to 60 metres.
  • Q.CAN I ZOOM IN WITH A CAMERA?
      Yes, but you need a special camera called a Pan-Tilt-Zoom or PTZ camera or a motorised lens camera. PTZ cameras can pan left and right, tilt up and down and zoom whilst motorised cameras cannot change direction but can zoom in and out which can be very handy in certain situations. If you are using a standard dome or bullet camera, you can also zoom in on the image after recording, however the lower the resolution the less effective this is.
  • Q.DO YOU SELL GENUINE DAHUA CAMERAS AND NVRS?
      Yes, all our products come from Australian distributors of Dahua.
  • Q.HOW DO I CHOOSE A CAMERA LENS?
      The most popular lens selections by far are 2.8mm and 3.6mm. These give the widest angle of view. 2.8mm gives around 90 degrees viewing angle while a 3.6mm gives on average around 75 degrees viewing angle.
  • Q.HOW FAR CAN THE CAMERAS SEE AT NIGHT?
      All our cameras come with an Infrared Rating (IR so yes, they have very good night vision.
  • Q.WHERE CAN I BUY PRECUT / PRECRIMPED CAT6 CABLE?
      There are lots of retailers who sell 20m or 30m length pre crimped NVR cable for around $30-$40.00. Jaycar, Bunnings, Dick Smith as well as most electronic stores will sell these.
  • Q.WHAT IS THE DIFFERENCE BETWEEN DAHUA BOUGHT FROM YOU AND BOUGHT FROM EBAY?
      Dahua has released a press release regarding the products that are sold by companies who are not authorised by Dahua, and these Dahua products are imported from overseas without any quality assurance done to comply with the Australian standards. These products are known as “grey market” products. Products from these unauthorised channels can be counterfeit, used, modified, or damaged. On top of that, these “grey market” products have been altered in different ways to make the products function in the Australia region. Therefore, the products are no longer in the original factory condition, and the official Dahua warranty is void. Aside from that, products purchased through unauthorised channels can have different firmware versions in the products and will not support future firmware upgrades without further tampering of the products. You will not be able to upgrade to the latest English-language firmware, and if you perform a factory default, you risk changing the interface of the products to the Mandarin language. After this is done, you are unable to revert the language settings back to English. With such a small price difference between buying Dahua products from official distributors and buying “grey market” products from unauthorised distributors, we highly recommend making sure you are getting the genuine products to save your time and resources in the long-term.
  • Q.SHOULD I CHOOSE 5MP OR 8MP?
      The choice here is whether you should choose a clearer resolution or a slightly less clearer resolution. 6MP = 3072*1728 8MP = 3840 x 2160 The higher the resolution, the clearer the image and thus potentially more useful to identify unsavoury activities. With better compression technology these days, the impact on storage of the clearer 4K cameras should have very little impact on the recorded footage.
  • Q.DIFFERENCE BETWEEN BULLET, DOMES OR TURRETS FOR CCTV?
      There are a massive selection of camera designs out there to choose from. As a home or business owner looking to start a DIY surveillance system project, the three basic designs you will likely be looking at are bullets, domes, and turrets. So, what are they exactly, and what differentiates them? Firstly, they all have same / similar internal components, so the difference is basically physical. BULLET CAMERAS Bullet cameras look more like a guns than they do bullets. Bullet cameras stick out / stand out. This is the camera to choose if you want something that is easy to install and stands out. Bullet cameras usually have a longer viewing angle compared to the turret cameras and dome cameras. The downsides for this camera is that it looks less aesthetically pleasing something important in residential homes. Also, if the camera is reachable, it can be hit and the camera could be facing a wall. Thus, this type of camera is commonly installed in hard to reach places locations where you want it to stand out. It can also be installed on walls or eaves. DOME CAMERAS Dome cameras are the most aesthetically pleasing of all camera types. Some key points to note about domes are it is harder to install vs a bullet due to moving parts inside and they are pleasing to look at and less obvious., The cover is harder to damage due to Vandal proofing and it is commonly used in areas which are reachable. Can be installed on walls as well as eaves. TURRET CAMERAS Similar to dome cameras, but don’t have a cover on them. They are probably one of the most popular camera choices as they are seen as an inbetweener of the dome and the bullet. You may not be able to tell, but it’s basically a ball in a socket so it has a full range of motion and are slightly easier to install than a dome. Less Vandal proof then dome. It is used in all sorts of installs and can be installed on walls or eaves easily.
  • Q. HOW DOES AN INTERCOM SYSTEM WORK?
      In general, a residential intercom has two normal functions, (1) To page another person for short information conversations. For instance, "John you are wanted on the phone." "Okay, I'll be right there." (2) Monitoring a room to make it easier to move around the home and still be able to monitor the activities in that room. More advanced systems have become popular as a result of added features such as music distribution, door chimes, more versatility and better overall performance.
  • Q. I HAVE AN OLDER MODEL INTERCOM SYSTEM. CAN I REPLACE JUST THE MASTER UNIT AND KEEP MY ROOM STATIONS?
      No. Technology has changed so much through the years that older speakers simply cannot function with the more advanced technology of today's master units.
  • Q. DO WALLS AND OTHER OBSTRUCTIONS LIMIT THE RANGES SPECIFIED FOR THE WIRELESS INTERCOMS?
      Yes. The ranges specified are for the most part clear line of site ranges. So, if you are in an area with no obstructions between wireless intercom units, you should easily get the range listed. However, when you have walls in the way, range will go down. Brick walls reduce range more than drywall does. Metal-framed walls reduce range more than wood-framed walls. A wall filled with electrical wires every foot or so will reduce range more than one with only one or two wires in it. There is no magic way to determine whether a wireless intercom will work in your application so you just need to try it and return it if it doesn't.
  • Q.I NEED AN INTERCOM IN A COMMERCIAL BUILDING. SHOULD I GO WITH WIRELESS OR WIRED?
      A wired system would likely provide the most reliable service, but it depends on your building. In some cases, a wireless system will do fine but the more concrete and electrical equipment you have, the higher the chance that the wireless system won't work for you. If you can afford the expense of running the wiring, then you know the system will work. We do have a 30-day return policy, so if you want to try wireless, you have nothing to risk except shipping costs.
  • Q. WHY DON’T YOU HAVE ANY WIRELESS INTERCOMS?
      We would only recommend wireless intercom systems if it were a last case scenario as wireless intercom systems work with either a battery which needs replacing every few months or with WI FI which is unreliable due to the constant drop outs or interferences with other systems. You cannot go wrong with a wired system as they are so much more reliable and maintenance free due to the use of cables.
  • Q. WHAT IS A 2 WIRE SYSTEM AND 4 WIRE SYSTEM? IS ONE BETTER QUALITY THEN THE OTHER?
      2 wire and 4 systems refer to the cable that is used when intercoms are wired up. We only offer 4 wire systems so make sure your existing system has a minimum of 4 wires so it can work. We only offer 4 wire because with 2 wire systems, if in the future one of the cables stops working or gets damaged when you’re setting up the system, you have no back up strands which means you cannot use the intercom. By running CAT5, CAT6 or 4 or 6 core Security cable, you re configure the system so it operates still. In terms of quality, the 4 wire will be better quality due to the number of strands available in the cable and the higher frequency of data being transferred.
  • Q. I AM GOING TO ROUGH IN A PROPERTY AND NEED TO KNOW WHAT CABLE ARE REQUIRED FOR YOUR SYSTEM TO WORK?
      If it’s a new property or a new installation, you will need to use 4 or 6 core security cable or CAT5 or CAT6 and fig 8 cable for power. A minimum of 4 wires is required for video and 2 cores for power.
  • Q. HOW DO I ROUGH IN THE SYSTEM?
      You will need to run the cable from the front door to the monitor and that’s it. If you want an additional monitor, then you run additional cable from the first monitor to the additional monitor. Same principle if you wish to add an additional front door. If you want to operate a latch, you will need to have a separate power just for latch.
  • Q. I WANT TO UNLOCK AND LOCK MY GATE FROM THE PLATINUM INTERCOM SYSTEM. CAN YOUR SYSTEM DO THIS?
      Yes, our system allows you to operate the latch from the monitor by simply pressing the latch button on the monitor.
  • Q. WHAT ARE THE MAXIMUM MONITORS ALLOWED WITH YOUR PLATINUM INTERCOM SYSTEMS?
      You can install a maximum of 3 monitors with the system.
  • Q. ARE YOUR INTERCOM SYSTEMS COMPATIBLE WITH MY EXISTING SYSTEM? HOW DO I CHECK?
      You will need to check the wiring to make sure your current system has 4 wires. There would usually be power since all intercoms need power to operate.
  • Q. NO POWER IS COMING ON TO MY INTERCOM SYSTEM. DOES THE SYSTEM NEED REPLACING? HOW DO I CHECK?
      Firstly, check your power supply. 80% of the time, all you need to do is replace the power supply and your system is back up and running. If that didn’t work, take out the system from the walls and get a small piece of 4 core cable and do a dry run to make sure nothing is wrong with the cable. If it is still not working, test the monitor and front door individually to see which is at fault as most times, you can replace 1 part without the need to replace the whole system.
  • Q. ARE YOUR INTERCOMS AUSTRALIAN APPROVED?
      Yes, all our intercom systems are Australian approved and are suited for use only in Australia. When purchasing a new intercom system, make sure your system is Aussie approved because if it isn’t, it will interfere with other installed products in your home.
  • Q. DOES THE PLATINUM INTERCOMS OFFER ALEXIA OR GOOGLE ASSISTANT SUPPORT?
      Unfortunately, our systems do not offer any support to 3rd party apps or companies as it hasn’t got WIFI.
  • Q. JUST WONDERING WHY YOUR DOWNLIGHTS COMES WITH A WALL PLUG FITTING? CAN THESE BE WIRED LIKE NORMAL LIGHTS IN THE ROOF?
      For the last 5 years, majority of all LED down lights in the market now include 2 or 3 pin plugs. This is because a surface socket or quick connect is installed next to each down light in the roof. The reason why they do this is because if any lights fail in the future or you want to replace any of the lights, instead of calling an electrician and paying them to unwire the light and install the new one, you can do it yourself. Simply need to take unplug the old downlight and plug in the downlight. No wiring required. You can however install our downlights directly using the cable on the roof as well. You just need to take out the cord cable that is connected to the back of the down light and replace with the wire on the roof.
  • Q. WHAT IS THE FUNCTION OF DIMMERS?
      Dimmers can be extremely functional by providing the flexibility to vary the amount of light depending on the size of the space, the mood and/or age of the individuals in that space, and the task or activity being performed by those individuals.
  • Q. WHERE CAN DIMMERS BE USED?
      Dimmers may be used almost anywhere: bathrooms, bedrooms, conference rooms, dining rooms, family rooms, game rooms, hallways, kitchens, living rooms, media rooms, restaurants, taverns, teleconference rooms, and theatres.
  • Q. CAN DIMMERS SAVE ELECTRICITY AND INCREASE LAMP LIFE?
      Yes. The use of dimmers can reduce the use of electricity and, thereby, save money and help conserve the environment. Dimmer use can also increase the life of the downlights being controlled.
  • Q. WHAT IS LED LIGHTING?
      At its most basic, LED stands for Light Emitting Diode. This is light produced using a semiconductor in a process called electroluminescence.
  • Q. HOW LONG DO LEDS REALLY LAST?
      LED has a long lifespan, with most current options rated with at least 20,000 hours of operation. Some brands are pushing that limit, and many offer 30,000 to 50,000 hours as standard—we are even seeing options at 90,000 hours. This means that you can select a lifespan that will work for your needs. While a fixture used only a few hours a day can last 20+ years, some fixtures left on all day and night will expire faster. A little math can give you a good idea of how long you can expect a fixture to last.
  • Q. WHY DO MY LIGHTS FLICKER?
      From time to time, the downlight might flicker because either the light is slowly at the end of its life or there are dimmer compatibility issues. Our Elcop dimmers have been designed to operate with all types of dimmers but from time to time our dimmers might not be compatible with your lights. The lights that are tested to work with our dimmers are Sunny Lighting, Elcop, Davis Lighting. Others are subject to site testing.
  • Q. WHAT COLOUR LIGHTS DO I NEED?
      Colour temperature is an aesthetic choice, so each person will have their own preference for each setting and application. Preference is as individual and varied as there are applications and people. As a general rule warm white is used in living and dining areas and cool white is used in wet areas such as a kitchen, laundry etc. Warm white (3000K) is a similar colour to traditional halogen downlights. This light has a soft yellow tint which is a traditional choice. Day Light (4000K) is slightly whiter than warm white. This colour is a truer natural colour. Cool white (6000K) is a balance between daylight and warm white. This light is considered a more natural light.
  • Q. WHAT IS THE DIFFERENCE BETWEEN WARM WHITE AND COOL WHITE?
      The coolness or warmness of a light generally describes the colour that the light produces. The ‘cooler’ the bulb, the more blue the light produced. On the other side of the scale, a very ‘warm’ light produces a reddish-yellow colour, similar to that of a candle.
  • Q.HOW DO I KNOW IF I HAVE A 75MM OR 90MM CUT-OUT?
      To identify if you have a 75mm or 90mm cut out you will need to measure the distance across the access of your ceiling hole. Alternatively, as a general rule you can fit your hand into a 90mm hole but you cannot fit your hand into a 70mm hole.
  • Q. WHAT IS BEAM ANGLE?
      Beam angle refers to the angle the light is spreading out. We have 90 degree and 120 degree beam angle LED lighting.
  • Q. WHAT ARE THE ADVANTAGES OF USING LED LIGHTING PRODUCTS?
      All of our LED Lighting products are safety agency listed. LED lights are 50-85% more energy-efficient, have longer life, are more durable and require less maintenance. They contain no mercury and emit no CO2, making them environmentally friendly. LED lights come on instantly, even in cold weather, and are easily controllable, dimmable and offer better quality light.
  • Q. MY FLUORESCENT TUBES TAKE SOME TIME TO LIGHT UP. IS THIS THE CASE WITH LED LIGHTS?
      No, LED lights have an instant strike. That means they will light up as soon as you turn on the light switch.
  • Q. WHY DO SOME LED LIGHTS COME WITH SEPARATE TRANSFORMERS AND OTHERS DO NOT?
      The newer LED SMD lights have built in transformers. The reason why this is possible is because most built-in transformer LEDs have SMD lighting which reduces the size of the LED Light compared to the more traditional COB LED.
  • Q.DO YOUR LIGHTS HAVE THE NECESSARY APPROVALS FOR SALE IN AUSTRALIA?
      All of our products are approved and certified to Australian Standards.
  • Q. IS THERE A WARRANTY THAT COMES WITH THE LED LIGHTS?
      Please check listing for warranty duration as each light varies.
  • Q.WHAT ARE LUMENS?
      Lumens (lm) are a measure of the visible light produced by a light source. The higher the lumen rating, the brighter it will be. Lumens are a good way to compare LED light output with other light sources. You can find out more about lumens and watts on this page.
  • Q.HOW FAR APART SHOULD DOWNLIGHTS BE?
      Spacing decisions need to be made on a case-by-case basis as it will be dependent on factors such as downlight type, room dimensions, how the room is used, the amount of natural light in the room as well as other factors.
  • Q.CAN A DOWNLIGHT SAFELY OPERATE IF IT TOUCHES INSULATION?
      Only if it has been classified with a CA, IC or IC-F rating. CA classifications allow insulation to side abut the downlight and IC allows it to cover the downlight. Please refer to the installation instructions.
  • Q.SOME HIGHBAYS NEED TIME TO ‘WARM UP’. ARE LED HIGHBAYS THE SAME?
      No. Unlike metal halide, LED high bays will switch on instantly. This is true for all LED light fittings including replacement T8 tubes, downlights, battens and flood lights.
  • Q.WHAT DOES IP RATING STAND FOR?
      IP (or Ingress and Protection) are an international standard reference which defines how well an electrical product seals itself against the intrusion of foreign bodies and moisture. The first digit I stands for intrusion of a solid object and the second digit P stands for the protection against moisture. In brief the higher the rating the more secure the product is against these elements. As a guide IP20 is suitable for basic interior spaces eg: office areas, where IP55 and above would be suitable for exterior equipment such as floodlights.
  • Q. HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER CARE TEAM
      If you need to contact us, we’re here 24 hours a day, 7 days a week. If you want to get in touch with us, just email us on info@ozdem.com.au or you can alternatively fill out our contact form and we will get back to you within a few short hours. Be sure to include as much information as possible in your email, post or tweet so we can get back to you as soon as possible.
  • Q. HOW DO I PLACE AN ORDER ONLINE?
      We do not have an online store so all orders must be emailed or called through.
  • Q.ARE YOU AUSTRALIAN OWNED?
      Yes, Ozdem Distributions is Australian owned. We are based in Hallam Victoria in Australia.
  • Q. DO I REQUIRE TO CREATE AN ACCOUNT TO BUY?
      No, we can process your order as a sale. If you wish to create an account, you can create one either through the phone or when you come in.
  • Q. DO YOU OFFER CREDIT ACCOUNTS?
      We do offer credit accounts however you will need to fill the credit application form which is subject to approval. If approved, for the first 3 months, it will be prepaid. After 3 months, your credit account will be active.
  • Q. YOUR WEBSITES PRODUCT IMAGE LOOKS DIFFERENT TO WHAT I HAVE RECEIVED?
      Ozdem tries very hard to have every product up to date and matching all photos and specifications, however suppliers will alter products from time to time without any notice. Images can sometimes differ also, these should be used as a guide, pictures are hard to represent to what it will exactly be like.
  • Q. DO ALL OF YOUR PRODUCTS COMPLY TO AUSTRALIAN STANDARDS?
      All our products are Australian approved and have passed Energy Safe testing to comply with Australian standards. Approval details can be found on each listing and can be verified by going on to the SAA website which is a regulatory body that approves the approval certificates after each product is laboratory tested. Each product would have the approval number or the c tick written on the product. For example, our power points and switches have the c tick on the front of the powerpoint while our DL RCBOs have them at the very top. Please contact us should you require any help in locating the approvals. If you wish to receive a copy of the certificate for the product you have purchased or intend to purchase, please get in contact with us and we can provide you a copy.
  • Q. WHAT PAYMENTS DO YOU ACCEPT?
      We accept payments from the following merchants Mastercard Visa PayPal
  • Q. WILL MY INFORMATION BE SHARED?
      We will only share you contact details and address with the courier company if you have chosen your order to be delivered to you. Besides that, no one else will have your personal information and we will be archiving them once your order has been processed.
  • Q. CAN I CHANGE ANY PERSONAL INFORMATION AFTER I HAVE REGISTERED?
      Yes, please get in contact with us immediately.
  • Q. DO YOU HAVE FREE SHIPPING?
      Yes, for orders valued over $1000, you will receive free freight.
  • Q. DOES YOUR PRODUCTS BEING CHEAPER MEAN YOUR PRODUCTS ARE INFERIOR?
      No. Due to the expensive cost of manufacturing in Australia, it has unfortunately seen a lot of business and jobs outsourced overseas. All our Bakelite are manufactured overseas and are done so in the same factories as many other well-known Australian brands so they go through the same strict procedures they do. Also, all our products are Australian approved meaning they go through the same laboratory testing and get the same approval as our products.
  • Q. CAN I EXCHANGE A PRODUCT?
      We do offer exchanges but items are allowed to be returned provided that the item is in uninstalled, unused, and in resalable condition with all original packaging and tags attached. Exchanges must be sought within 14 days from delivery. Simply contact us and return what you don’t want and place a new order for what you require on our website or through the phone.
  • Q. WHEN WILL I RECEIVE MY REFUND?
      If you opted for delivery, please allow time for your return to reach our warehouse. This time may vary depending on your location. Most returns are processed within 5 business days after we receive your package. We'll issue the refund to your original payment method. Once your refund has been issued, you will receive an email. The original shipping fee paid when checking out are non-refundable for Change of Mind purchases but it will be refunded for faulty products. If item is returned to us and purchase was made from our warehouse, you will receive a refund immediately.
  • Q. CAN I STILL RETURN MY ORDER AFTER 14 DAYS?
      Ozdem Distributions only accept returns within the 14-day return period. If 14 days have passed since the purchase, Ozdem at its absolute discretion reserves the right not to offer an exchange or refund for change of mind.
  • Q. I BELIEVE I HAVE A FAULTY ITEM. WHAT NOW?
      Please contact our Customer Service as soon as you notice the fault. Do not continue to use the item. You may be required to email photographs of the damage and have the item sent to us for an assessment if your order was delivered but if you purchased in store, you can return the product back to us so we can run further tests. If the item is deemed as faulty you will be refunded via the original payment method. If the item is not deemed faulty, it will be either sent back to you or you will need to pick it up from our store.
  • Q. I NEED THE COURIER TO CONTACT ME BEFORE DELIVERY. IS THIS POSSIBLE? CAN YOU PROVIDE THE DRIVERS NUMBER TO ME?
      Please be aware that couriers will not call before or at the time of delivery. The customer is required to have an instruction to leave the parcel or a calling card will be left for you to collect from the nearest depot. A second attempt at delivery will be at the cost of the customer if the goods are returned back to us.
  • Q.CAN THE DRIVER DELIVER BETWEEN CERTAIN TIMES WHEN I WILL BE HOME? CAN THEY DELIVERY TO AN AREA I REQUEST?
      Drivers are unable to grant specific requests such as " Deliver between 1-2pm" or " Leave parcel in garden shed". Ozdem Distributions cannot be held responsible if your instructions are not followed, nor can we complete any promo code requests entered in this field.
  • Q.WHAT SHIPPING COURIERS DO YOU USE?
      We use Australia Post, Couriers Please and Fastway for all Australian orders. Most items will be dispatched within the specified time frame. Please allow for a few more days in the event of poor weather or high traffic period such as public holidays. Your item’s may be left at your shipping address at the discretion of the driver at the time if it is safe to do so. In the event your item cannot be left, it usually will be carded in your letter box for you to arrange collection from your local post office.
  • Q. CAN MY DELIVERY ADDRESS BE DIFFERENT FROM MY BILLING ADDRESS?
      Yes, definitely. Please make sure to let us know when placing your order.
  • Q. AN ITEM IS MISSING FROM MY SHIPMENT.
      Please contact us straight away if your order is incomplete or incorrect.
  • Q. HOW DO I TRACK MY ORDER AND DELIVERY STATUS?
      Once your order has been dispatched from our warehouse you will receive a shipping email which will include who we used to ship your order and with tracking number and link to track your order online. Tracking information will be made available as soon as you receive this email.
  • Q. WHAT HAPPENS IF MY PRODUCTS ARE BACK ORDERED?
      In the rare event that your item is back-ordered, you will be notified immediately about the possibility for delay. Most back-ordered cases are resolved within few business days.
  • Q. IF THERE IS A PROBLEM WITH MY ORDER, WHO DO I CONTACT?
      Please contact us if there is an issues with your order.
  • Q. DO YOU DELIVER TO PO BOXES?
      Yes we do but if the order is bulky we will need a street address as Couriers cannot do deliveries to PO Boxes. We will get in contact you if we require an alternative delivery address.
  • Q. I THINK MY ORDER HAS GONE MISSING, WHAT DO I DO?
      We’re sorry to hear that your order is lost, we’re here to help! In the event of a lost parcel, please ensure before lodging an enquiry with Ozdem you have checked your delivery times and that your order is at least 2 business days past your expected delivery. If your order is outside of its delivery time and receiving no tracking updates, please contact us and we will lodge an investigation for you with your elected courier service. Please note this process can take up to 2 business days to initiate and up to 7 business days to investigate thoroughly. In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.
  • Q. WHAT HAPPENS IF I’M NOT HOME WHEN MY ORDER ARRIVES?
      If you are not available during an attempt delivery of your parcel then a collection card will be left by the delivery driver. There will be details on the card so you can locate your local Post Office or organise a re-deliver or will need to go in for collection. If you are having trouble locating your parcel please contact us.
  • Q. MY ORDER IS STILL NOT HERE, WHY IS IT LATE?
      We put our trust in Australia Post to deliver our products within our set timeframes to ensure satisfaction for our customers. If your order is delayed, please either contact the couriers directly or contact us so we can launch an investigation from our end.
  • Q. WHEN WILL MY ORDER BE SENT OUT?
      Orders are dispatched between Monday - Friday 9.00am - 5.00pm AEST/AEDT. Please allow up to 24 hours for orders to be dispatched from our warehouse. Orders placed on Public Holidays or Weekends will begin their processing on the next business day.