FAQ
Questions we get asked most
If your question is not here, call us. We would rather spend two minutes on the phone than have you guess.
- Are you available at 3am on a public holiday?
- Yes. We operate a 24/7 emergency service, including weekends and public holidays. After-hours and holiday rates are higher than business-hours rates, and you will be told which applies before we are dispatched.
- How much will it cost?
- It depends on the lock, the door, the time of day and the distance — all of which we establish on the phone. You receive a firm price before we leave, and a revised price if the job turns out to be different from what was described.
- Will you damage my door or lock?
- Non-destructive entry is our default. We pick, bypass or decode wherever the lock design allows. If drilling is genuinely the only option, we explain why and quote the replacement before touching anything.
- What ID do I need to prove I live there?
- Photo ID showing the address is ideal. A lease, rates notice, utility bill in your name, or verbal confirmation from the owner or managing agent can also work. This requirement protects you as much as it protects us.
- Can you make a car key without the original?
- For many common vehicles, yes — including all-keys-lost situations. Some prestige and very recent models require dealer-only equipment, and we will tell you that on the phone rather than charging a callout to find out.
- Should I rekey or replace my locks after moving in?
- Rekeying is usually enough and costs less: it changes the pins so old keys stop working while keeping your existing hardware. Replace only if the hardware is worn, damaged or unsuitable for the door.
- Do you work with real estate agents and landlords?
- Yes. We can invoice an agent or rental provider directly where that is arranged in advance, and we supply documentation of all work carried out. Note that changing locks on a tenanted property generally requires the other party's consent under Victorian tenancy rules.
- Is there a warranty on the work?
- Yes — 12 months on our workmanship, plus the manufacturer's warranty on parts we supply. This is in addition to your rights under Australian Consumer Law, which cannot be excluded.
- Can I supply my own locks?
- Absolutely. We will fit hardware you have bought, though warranty on those parts sits with your supplier rather than us, and we will tell you if we think the hardware is unsuitable for the door.
- Do you have reviews I can read?
- We have deliberately not published testimonials on this site because we will not write ones we cannot substantiate. As genuine reviews accumulate on independent platforms, we will link to them there so you can read them at the source.
- How do I pay?
- Payment is due on completion unless account terms are arranged beforehand. You receive a tax invoice itemising labour, parts and warranty details.
- What if I am not happy with the work?
- Contact us with your invoice number and we will arrange to inspect it, normally within a few business days. Our complaints process is set out on the Complaints page, including the external bodies you can escalate to.
Need a locksmith now?
Call and speak to the locksmith who will be doing the job. We will confirm what is involved and give you a price before any work starts.