Most people only look for a locksmith when something has gone wrong. They are locked out, a key has snapped, or a lock has failed, and the first number they find is the one they call. That is understandable, but it is also when people are most likely to end up with a surprise bill or a job done badly.
A few questions on the phone take two minutes and can save a lot of trouble. This guide lists the questions we would want answered if we were the customer, why each one matters, and what a good answer sounds like. They apply whoever you call, including us.
1. Who will actually come out?
Why ask: some adverts that look like local locksmiths are lead brokers. They take your call and pass it to a contractor who may not be connected to the business you thought you contacted.
A good answer: a clear statement that the person attending works for or runs the business you called, with a name if possible.
2. Where are you based?
Why ask: a local business with a real address has a reputation to protect in your area, and is usually closer.
A good answer: a street address you can check on a map. Ours is 15 Vaughan St, Lidcombe NSW 2141.
3. What is your licence number?
Why ask: in NSW, locksmith work generally falls under security industry licensing. A licence means the holder has passed identity, criminal history and training checks.
A good answer: a number given without hesitation that you can check on the official NSW register. Our guide on checking a licensed locksmith in NSW explains how.
4. Can you give me a price range?
Why ask: a locksmith who will not give any indication of price on the phone leaves you with no way to compare.
A good answer: a range based on your description, with a clear explanation that the fixed price will be confirmed on site before work starts. Our locksmith cost guide explains what affects price.
5. Is the call-out fee the whole price?
Why ask: very low advertised call-out fees sometimes cover only arrival, with labour and parts charged on top.
A good answer: an honest breakdown of what the price includes and what could add to it.
6. When can you realistically get here?
Why ask: "We will be there in 15 minutes" is easy to say. A small business that is honest about its schedule is more reliable than one that promises everything.
A good answer: a realistic estimate based on what they are doing now. We will not promise an arrival time we cannot confirm.
7. What are your hours?
Why ask: many businesses advertise "24/7" but do not actually attend overnight, or charge very heavily when they do.
A good answer: clear hours. We are open 7 days, 7:00 AM to 12:00 AM, and closed between midnight and 7:00 AM.
8. What will you need from me before opening the door?
Why ask: this tests the locksmith's ethics. A locksmith who opens doors without checking ownership would do it for anyone, including someone trying to get into your home.
A good answer: ID linking you to the address, a lease or bill, or the owner's authority. If documents are inside, they check them once the door is open. See our lockout service.
9. Will you try to open it without damage first?
Why ask: drilling a lock means replacing at least the cylinder, which adds cost. Most residential locks can be opened without damage.
A good answer: non-destructive entry first, with drilling only when necessary and only after explaining why and agreeing the price.
10. Will you tell me before doing anything extra?
Why ask: a lockout can easily turn into "you should really replace all your locks". Sometimes that is good advice; sometimes it is upselling.
A good answer: a commitment to stop and agree any change in scope and price before continuing.
11. Do you provide an itemised tax invoice?
Why ask: an invoice proves what was done, what it cost and who did it. It matters for warranty, insurance and any complaint.
A good answer: yes, with the business name, labour and parts itemised.
12. What payment methods do you take?
Why ask: a business that only accepts cash, with no invoice, is harder to hold to account.
A good answer: a choice of methods and a receipt. We accept cash, EFTPOS and credit card.
Questions for planned work
If the job is not urgent, you have time for a few extra questions:
- "Should I rekey or replace?" A good locksmith will recommend rekeying when the locks are sound. See rekey or replace.
- "Can all my doors use one key?" Often possible, especially at the same visit.
- "What brand of lock would you fit, and why?" You should get a reason tied to your door, not just a product name.
- "What warranty applies?" Hardware is usually covered by the manufacturer; ask about workmanship too.
- "Can I bring the lock to you?" Some jobs can be done at the workshop, saving a call-out.
Red flags
Pause and reconsider if you hear any of these:
- a refusal to give a business name or address;
- a price that changes significantly once the person arrives, with no new information;
- pressure to decide immediately on expensive extra work;
- an insistence on drilling before anything else is tried;
- no ID check before opening your door;
- no invoice, or cash only.
Questions for businesses and landlords
Commercial and rental work has a few extra considerations:
- "How do you confirm authority?" For a shop, the locksmith should confirm you are the owner, leaseholder or an authorised manager. For a rental, the landlord or agent's authority, or the tenant's right under NSW law. See our NSW landlord and tenant lock rules guide.
- "Can you work after we close?" Useful for shops. We are open until midnight.
- "Can you set up key control?" A restricted key system prevents unauthorised copies. See commercial locksmith.
What we will tell you
When you call us, you will hear the business name, our address in Lidcombe, a price range for your job, a realistic idea of timing, and what we need from you before we start. If the job is something we do not do, such as car lockouts or alarm systems, we will say so straight away rather than sending someone out.
Keep a number before you need it
The best time to choose a locksmith is before an emergency. Save a number you have checked in your phone, and give a spare key to someone you trust. Then, when something goes wrong, you are not choosing in a hurry.
Call us
If you are in Lidcombe, Auburn, Berala, Regents Park, Homebush or Strathfield, call 02 4503 6922 and try these questions on us. We are open 7 days, 7:00 AM to 12:00 AM. You can also request a quote or browse our locksmith services.
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