Last updated: 30 July 2026
At Keys To The City, we understand that trust, security and privacy are an important part of providing professional locksmith services. Our customers may provide us with personal information in circumstances where security and confidentiality are particularly important, and we are committed to handling that information responsibly, respectfully and securely.
For the purposes of this Privacy Policy, Keys To The City Pty Ltd is referred to as “Keys To The City”, “we”, “us” or “our”.
This Privacy Policy explains how we collect, use, store and disclose personal information when you contact us, use our website, request or receive locksmith services, complete our forms, or otherwise interact with our business.
1. Personal Information We Collect
Depending on your interaction with us, we may collect personal information including:
- your name;
- telephone number and email address;
- residential, business, property or service address;
- billing and invoicing information;
- details relating to locksmith services requested or performed;
- communications between you and Keys To The City;
- information provided through our website, contact forms, telephone calls, SMS or other communications;
- information reasonably required to verify your identity or your authority to request locksmith services;
- photographic identification details, such as identification type, document number and expiry date;
- information demonstrating your relationship to, occupancy of, ownership of, or authority to access a property, premises or vehicle;
- records relating to payments, invoices and transactions; and
- technical information generated when you use our website, such as device, browser, website usage and analytics information.
We only seek to collect information that is reasonably necessary for our business activities, services, security requirements or legal obligations.
2. Identity and Access Verification
Due to the nature of locksmith services, there may be circumstances where we need to verify a person’s identity and their lawful authority to access a property, premises or vehicle or to request work on locks or security hardware.
We may ask to sight photographic identification or other information that reasonably demonstrates identity, occupancy, ownership or authority.
We may record relevant identification details and the verification steps undertaken as part of our job records.
This information may be collected using our Customer Identity & Access Authority Declaration or through other appropriate verification procedures.
These measures are intended to protect property owners, occupants, customers, the community and Keys To The City against unauthorised access, fraud and misuse of locksmith services.
3. How We Collect Personal Information
We generally collect personal information directly from you when you:
- call, text or email us;
- request a quote or locksmith service;
- make a booking;
- complete a form;
- use our website or online contact forms;
- provide information during a locksmith attendance;
- provide identification or evidence of authority;
- make a payment; or
- otherwise communicate or transact with us.
In some circumstances, information may also be provided by another person involved in arranging the service, such as a property owner, tenant, family member, real estate agent, strata representative, business representative or other authorised person.
Our website may also automatically collect limited technical and usage information through cookies, analytics services and similar technologies.
4. Why We Collect and Use Personal Information
We may collect, hold and use personal information to:
- respond to enquiries and service requests;
- provide quotes and arrange bookings;
- provide locksmith and related services;
- verify identity and lawful authority to request access or locksmith work;
- communicate with customers before, during and after a job;
- maintain job and service records;
- issue invoices, receipts and other transaction records;
- process and reconcile payments;
- manage warranties, complaints and customer service matters;
- prevent or investigate suspected fraud, unlawful access or misuse of our services;
- operate, maintain and improve our website and services;
- understand how customers find and interact with our business;
- maintain appropriate business, accounting and taxation records;
- comply with applicable laws, regulations, court orders and lawful requests; and
- protect the rights, property, security and safety of our customers, Keys To The City and others.
We may also use information for another purpose where you have consented to that use or where permitted or required by law.
5. Disclosure of Personal Information
We do not sell or trade customer personal information.
We may disclose personal information where reasonably necessary to operate our business or provide our services, including to service providers that assist with areas such as:
- accounting and invoicing;
- payment processing;
- website hosting and administration;
- email and communications;
- cloud data storage;
- analytics and advertising; and
- other business administration or technology services.
We may also disclose information where required or authorised by law, in response to a lawful request from an authority, or where reasonably necessary in connection with suspected unlawful activity, fraud, security incidents or disputes concerning authority to access a property.
Where practical and appropriate, only the information reasonably necessary for the relevant purpose will be disclosed.
6. Storage and Security
Keys To The City takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Personal information may be stored electronically or in physical records, including within business administration, accounting, communications, website and cloud-based systems.
Physical records containing identification or access-authority information are kept in a manner intended to prevent unauthorised access.
Access to personal information is limited to persons who reasonably require it for legitimate business purposes.
No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
7. Retention of Information
We retain personal information for as long as reasonably necessary for the purpose for which it was collected, for legitimate business and record-keeping requirements, and to satisfy applicable legal, taxation, accounting, insurance or dispute-resolution requirements.
Information that is no longer reasonably required may be securely destroyed or de-identified where appropriate.
8. Website, Cookies and Analytics
Our website may use cookies and similar technologies to operate correctly, understand website usage, measure advertising performance and improve our services.
We may use third-party services, including analytics, advertising, website hosting and related technology providers. These services may collect technical information such as browser type, device information, approximate location, pages visited, referring websites and interactions with our website.
You may be able to restrict or disable cookies through your browser settings, although doing so may affect some website functionality.
9. Overseas Processing and Storage
Some technology, cloud, analytics, communications or other service providers used by Keys To The City may process or store information using infrastructure located outside Australia.
The location in which information is processed may depend on the service provider and its infrastructure and may change from time to time.
Where we use third-party providers, we take reasonable steps appropriate to the circumstances when selecting and using those services.
10. Accessing or Correcting Your Personal Information
You may contact us to request access to personal information we hold about you or to ask us to correct information that you believe is inaccurate, incomplete or out of date.
We may need to verify your identity before providing access to or changing personal information.
There may be circumstances where access cannot be provided or where certain information must be retained. Where appropriate, we will explain the reason.
11. Privacy Enquiries and Complaints
If you have a question, concern or complaint about how Keys To The City has handled your personal information, please contact us.
We will review privacy concerns in good faith and take reasonable steps to investigate and respond to the matter.
If applicable, you may also have the right to make a complaint to the Office of the Australian Information Commissioner.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology, information-handling practices or legal obligations.
The current version will be published on our website with the date it was last updated.
13. Contact Us
Keys To The City Pty Ltd
Phone: 0404 33 22 66
Email: info@keystothecity.com.au
For privacy enquiries, please contact us using the details above.