A few good questions at the start of a locksmith job can save you money, prevent damage to your door and protect your security for years. The trouble is that most people only call a locksmith once in a while, often in a hurry, and do not know what to ask.
This guide gives you twelve practical questions, why each one matters and what a good answer sounds like. You do not need to ask all of them every time — for a simple rekey, three or four will do. For a lockout or a larger security job, the full list is worth running through.
Questions about the business
1. "What is your business name and where are you based?"
Why it matters: many locksmith ads lead to call centres that send whichever contractor is available. Knowing the business and its location tells you who is responsible for the work.
A good answer: a specific trading name and a physical address. For us, that is Lizzy Locksmith Bondi Junction, 500 Oxford St, Bondi Junction NSW 2022.
2. "Will you be doing the job yourself, or sending someone else?"
Why it matters: you want to know whether the person you are speaking to is accountable for the person who turns up.
A good answer: a clear explanation of who will attend and that they work for the same business.
3. "What are your actual hours?"
Why it matters: "24/7" advertising is common, and it is not always accurate. Knowing real hours avoids disappointment and surprise after-hours charges.
A good answer: specific hours. Ours are 7 days, 8:00am – 7:00pm, with no overnight callouts.
Questions about the price
4. "What will the total cost be, including parts and labour?"
Why it matters: a low callout fee is meaningless if labour and parts are added later at unknown rates.
A good answer: a total figure, or a clear explanation of how the price will be set and a firm figure once they see the lock — before starting work.
5. "If you find something unexpected, what happens?"
Why it matters: sometimes a lock that looks fine has a cracked body inside, or a door turns out to need adjustment. You want to be consulted before the price changes.
A good answer: "I will stop and tell you, explain the options and the extra cost, and only continue if you agree."
6. "Is there a cheaper option that would still solve the problem?"
Why it matters: many lock problems can be fixed by repair or rekeying instead of replacement. An honest locksmith will tell you.
A good answer: a genuine comparison. For example, "This lock is in good condition, so rekeying would work and costs less than replacing it." See Rekey or Replace Your Locks?.
Questions about the work
7. "Will you try non-destructive entry first?"
Why it matters (lockouts): drilling a lock that could have been opened without damage costs you a new lock and sometimes repairs to the door.
A good answer: "Yes, we always try the least damaging method suited to the lock. If that is not possible, I will explain why before removing it." That is how our lockout service works.
8. "What brand and model of lock are you fitting, and why?"
Why it matters: locks vary hugely in quality. You should know what you are paying for and why it suits your door.
A good answer: a named product, with a reason linked to your door, your building and how you use it. If cheaper options exist, they should be mentioned. See lock replacement and door lock installation.
9. "Does this lock suit my door — and are there any building rules?"
Why it matters: fire-rated apartment doors, heritage doors and aluminium shopfront doors all need suitable hardware. Fitting the wrong lock can weaken the door, breach building rules or look out of place.
A good answer: questions back to you about the door, the building and any strata or heritage requirements. For apartments, see our apartment security guide; for older homes, see heritage terrace door locks.
Questions about keys and security
10. "How many keys will I get, and do you keep any copies?"
Why it matters: your security depends on knowing exactly how many keys exist and who has them.
A good answer: a specific number of keys handed to you, and a clear statement that no copies are kept.
11. "Can all my locks work on one key?"
Why it matters: one key for the front, back and side doors is more convenient, and makes it easier to keep track of keys.
A good answer: an honest assessment. If the locks share a compatible cylinder type, yes. If not, an explanation of what would need to change. See lock rekeying.
Questions about paperwork
12. "Will I get an invoice with your ABN?"
Why it matters: an invoice proves what was done, by whom and for how much. It is also useful for insurance claims, landlords and strata.
A good answer: "Yes, with our business details, ABN, a description of the work and the parts fitted."
Questions the locksmith should ask you
A good locksmith also asks questions. Expect to be asked:
- Where the property is and what type it is.
- What has happened, and whether the property is currently secure.
- Whether anyone is at risk.
- Whether you own or rent, and whether you are entitled to authorise the work.
- What brand of lock you have, or for a photo of it.
On a lockout, expect to be asked for reasonable proof of entitlement — ID showing the address, a lease, or confirmation from the owner or building manager. A locksmith who does not ask is not protecting anyone.
Situations where extra questions help
Renting
Ask yourself first: "Do I have my landlord's consent?" In NSW, tenants and landlords generally need each other's consent to change locks, with some exceptions. See NSW landlord and tenant lock change rules.
Strata apartments
Ask the locksmith whether the entry door is fire-rated and whether the building specifies hardware. Ask your building manager before changing anything visible from the corridor.
Businesses
Ask about key control: "How do we stop extra copies being made?" A restricted key system may help. See commercial locksmith.
After a break-in
Ask: "What failed, and how do we make sure it does not happen again?" Often the strike plate or frame is the weak point rather than the lock. See security locksmith.
Red flags in the answers
- Refusal to give a business name or address.
- No idea of price until "we see it".
- Immediate drilling on a lockout.
- Pressure to buy the most expensive option.
- No proof of entitlement requested.
- Cash only, no invoice.
If you hear these, it is fine to say no and call someone else. Our guide How to Check a Locksmith in NSW explains how to verify a business before it arrives.
A printable short version
If you only have a minute, ask these five:
- Who are you and where are you based?
- What is the total price before you start?
- Is there a cheaper option that would work?
- Will you try non-destructive methods first?
- How many keys do I get, and do you keep copies?
Questions to ask after the job
The conversation should not end when the lock is fitted. Before the locksmith leaves, ask:
- "Can you show me the lock working with every key?" Test it yourself with the door open and closed.
- "Is there anything else you noticed?" A good locksmith will mention a loose hinge or weak strike even if it was not part of the job.
- "How should I look after this lock?" Simple care advice helps it last.
- "Who do I call if something is wrong?" You should know how to reach the same business again.
A locksmith who is happy to answer these is usually one you will want to call again.
Why these questions protect you
None of these questions are confrontational. They simply make expectations clear on both sides before work starts: what will be done, how it will be done, what it will cost and what you will have at the end. Clear expectations prevent almost every complaint we hear about locksmiths. A professional welcomes them, because a customer who understands the job is a customer who is happy with the result. If you ever feel a question is unwelcome, that tells you something important about who you are dealing with.
Ask us anything
We are happy to answer every question on this list. Call Lizzy Locksmith Bondi Junction on 02 6423 0404, open 7 days, 8:00am – 7:00pm, or send a quote request. We will explain the job, the options and the price before any work begins.
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