Arrange the right help for your lock problem
In short
Find a locksmith who covers your Sydney suburb and handles your particular lock or access system. Check the attending locksmith's NSW Class 2C security licence and the business's Master security licence using the NSW Police register. Before booking, confirm the attendance charge, the proposed work and how any extra cost will be approved. If a lockout puts someone in immediate danger, call Triple Zero (000).
Step 1
Decide whether you need emergency help or a locksmith
Move to a safe place while arranging help. A routine lockout needs an access solution; a life-threatening or time-critical situation needs emergency services. Do not climb onto a balcony or force entry through glass to avoid a call-out.
Where to start
| Your situation | First action |
|---|---|
| Someone is trapped and in immediate danger, or there is a fire or medical emergency | Call Triple Zero (000), explain the location and follow the operator's instructions. |
| Locked out of home and everyone is safe | Check whether an authorised person has a spare key, then book a licensed locksmith if needed. |
| An apartment building entrance, shared gate or access fob has failed | Contact the building or strata manager to identify the access system and who can authorise work. |
| A lost key, stiff lock or planned security change | Arrange an assessment and compare the proposed repair, rekeying or replacement before choosing. |
Step 2
Check the person and the business separately
For a locksmith booking, ask for the attending person's Class 2C security operative licence number and the business's Master security licence number. Class 2C covers locksmith work. The operative must work through a Master licence holder or hold a Master licence themselves.
Use the NSW Police public register to check both licences. Match the business details to the quote or booking confirmation, and check the attending person's photo licence when they arrive. NSW Class 2 licence conditions require the licence to be displayed during security work and produced for inspection on request.
Ask about experience with your particular equipment: a house deadlock, an apartment access system and a car key may need different skills and tools. A security licence alone does not establish experience with every lock. If the business claims an exemption, ask NSW Police's Security Licensing and Enforcement Directorate to clarify it before engaging them.
Step 3
Describe the lock and the access arrangements
Give your suburb, the type of property and whether you are locked out, the key is lost or the lock has stopped working. Send a photo of the door and lock if it is safe to do so. Say whether a key turns, has snapped or is locked inside, without trying to diagnose the mechanism.
For a Sydney apartment, explain the street entrance, intercom, floor, lift access and parking or loading restrictions. Identify whether the problem is at your unit door or a shared entrance. Coordinate any landlord, property manager or strata approval needed for the proposed work.
Ask what proof of identity and authority to enter the property the locksmith needs. If your identification is inside, explain that on the booking call and agree how access will be verified. Share access codes and identity documents privately when needed; leave them out of a public job description.
Step 4
Confirm the total charges before authorising work
Ask whether the booking price covers attendance only or also includes opening the door. Get the call-out charge, after-hours fee, labour, parts and GST where applicable in writing. Ask what you owe if the locksmith attends but you decline the proposed work. The ACCC says businesses must communicate clear prices before booking and include unavoidable fees and taxes in displayed total prices.
If the final price depends on inspection, agree to the assessment charge first, then request the proposed method and total before work starts. Ask the locksmith to explain why drilling or replacement is necessary if they recommend it, what damage is expected and which replacement parts are included. Approve a change in scope and price before it proceeds.
For planned work, give each business the same requirements. Rekeying changes which key operates an existing lock; replacement changes the lock hardware. Ask which option suits the condition of your locks, whether old keys will still work and how many new keys are supplied. Confirm the expected arrival time directly rather than treating an advertised response time as a booking commitment.
Step 5
Test access and keep a record of the work
Before the locksmith leaves, test the supplied keys and the door's locking and opening functions from both sides while access is available. Ask them to explain any changed operation, maintenance advice and follow-up needed. For an apartment access system, check that the authorised changes work with the building's arrangements.
Keep the invoice with the business details, accepted scope, approved extras, lock or key details and any warranty information. If a problem remains, contact the business with the fault description and these records so it can assess the issue.
Sources and useful links
Sources checked 7 October 2026
- NSW Police: Class 2 security licences
Class 2C locksmith work, Master licence arrangements and photo licence display conditions.
- NSW Police: verify a security licence
Official public-register entry point for checking operative and Master security licences.
- Fire and Rescue NSW: emergencies
Triple Zero for life-threatening or time-critical situations and information to give the operator.
- ACCC: price displays
Clear prices before booking and total displayed prices including taxes and unavoidable fees.
