Terms and Conditions

Locksmiths Guild of Australia 

Code of Practice (adopted September 2019)

 

Foreword

This Code of Practice provides guidance to members of the Locksmiths Guild of Australia Inc. in their pursuit of the craft of locksmithing. The objectives of the Code are to ensure high professional standards are maintained, that legal requirements are complied with and to enhance the image and reputation of locksmiths and the craft of locksmithing. Compliance with this Code is a requirement of membership of the Locksmiths Guild of Australia Inc.

General

1. The nature of the profession of locksmithing imposes upon its practitioners an obligation to serve their clients and the community in a manner which accords with the highest moral principles. The practice of the craft of locksmithing must be based on sound engineering knowledge and craftsmanship, together with an ethos, which embraces honesty, a sense of fairness and fidelity to each client's security.
2. Locksmiths are expected to practice their craft with dignity, and to at all times avoid any improper or questionable situation or method of work.
3. Where required by Commonwealth or State law, locksmiths are to hold current licences and ensure that they and their employees observe the letter and the spirit of laws governing their craft.

Security Confidentiality

4. Locksmiths are to keep secure within the craft the special knowledge and skills on which the craft is based in order to protect their clients and the community. This does not remove the obligation to advance the interests of locksmithing by the interchange of general information and experience with their fellow locksmiths.
5. Locksmiths must keep confidential any knowledge of their clients' business or operations acquired through the locksmith/client relationship. In particular, any details of security equipment, procedures and practices must be handled strictly on a 'need to know' basis.
6. Records of any clients' systems maintained and kept at the locksmith's premises are to be stored in secure conditions, away from public access and view.
7. As a general rule, the level of physical and intruder alarm security of client system information held by locksmiths is to be not lower than that provided at the client's installation or premises.
8. Technical manuals relating to codes, lock manipulation, safe or automotive opening are to be kept under secure conditions, with access available to authorised persons only.

Restricted Keying Systems

9. Procedures for creation of restricted keys must always include the recording of all keys cut for any system, together with the identity of the person(s) receiving the keys. Issue of any restricted key is to be under written receipt, which must include date of issue.
10. All keys cut for a restricted system are to be serially numbered, unless the client concerned specifically directs otherwise.
11. Where restricted key system records are kept by computer or electronic data storage, access to the records is to be controlled by secure passwords.
12. Strict records are to be kept of the receipt and issue of all restricted key blanks. These records are to include any spoilt or wrongly cut keys, and details of their disposal. Such records are to be stored separately from the key blanks. 
13. All restricted key blanks are to be stored in a safe or equivalent secure container.
14. When a restricted system is unable to be serviced by the controlling locksmith for any reason the customer would normally contact the Guild or another eligible Guild member for assistance. As soon as practicable the eligible Guild member so contacted direct by the customer must notify the Guild who will determine any action to be initiated.

Transfer of Restricted Key Systems

15. Restricted Key Systems can be transferred between eligible Locksmiths Guild Members. Any monetary consideration for the transfer of restricted systems will be as agreed between the transferor and the transferee. 
16. In the case of any disagreement between the parties, the matter is to be determined by the Locksmiths Guild in committee.

Termination by abandonment

17. If for any reason a Locksmith abandons his business, ceases to be a member of the Guild or he/she is unable to service their customers Restricted Key Systems then the Locksmiths Guild can take control of the Restricted Key Systems and assign them to another Locksmiths Guild member.
18. The Locksmiths Guild must serve written notice on the Locksmith at their last known registered business address and allow the Locksmith 7 days to respond. If no response is received the Locksmiths Guild can assign some or all of the Locksmith’s Restricted Key Systems to another Locksmiths Guild member.

Emergency Works on Restricted Key Systems

19. Locksmiths Guild members who are contacted in emergency situations to service a customers Restricted Key System should follow the following procedure before determining if they deem it appropriate to perform emergency works on a Restricted Key System:
    1. Establish the identity of the customer;
    2. Establish that the customer owns the Restricted Key System;
    3. Take all reasonable steps to contact the responsible Locksmith;
    4. Contact the Locksmiths Guild for approval to perform emergency works.
20. Should it not be possible to transfer a Locksmiths Guild sponsored restricted system for any other reason the system will be recoverable by the Locksmiths Guild for transfer/assignment to another approved locksmith as determined by the Locksmiths Guild in committee.
21. Where a Locksmith responsible for a Restricted Key System is uncontactable for the purpose of a transfer, the Locksmiths Guild must notify them via registered post that they intend to recover the Restricted Key System. The responsible Locksmith has 7 days to contact the Secretary of the Locksmiths Guild in response to this letter.
22. If no response is received in the approved timeline the Locksmiths Guild committee can transfer/assign the Restricted Key System without further notice.

High Security Systems

23. All procedures used in the setting up and servicing of high security systems, are to be in accordance with the manufacturer's policy and instructions. All tolerances must meet manufacturer's specifications.

Other Keys that Require Special Procedures

24. Certain other keys require special procedures. These include safe keys and any key stamped or marked 'MASTER', 'GMK', or 'MK'. Such keys require identification and authorisation prior to duplication.

Gaining Entry

25. Locksmiths performing a gain entry service in the case of lockouts of premises or vehicle, must obtain positive identification of the person requesting entry and be certain of that person's authority to enter the premises. A photographic ID card such as a driver's licence is a satisfactory form of identification. Where this is not available, other forms of identification must be sought, and the locksmith must be satisfied with the identity of the person requesting entry, before opening the premises or vehicle.
26. The locksmith is to inquire into the person's authority for entering the premises or vehicle and request appropriate evidence of that authority.
27. In all cases where the locksmith is not satisfied with the identity or authority of the person requesting the service, the locksmith is to suggest that the local police be contacted for verification or attendance. If this suggestion is declined, the locksmith must not open the premises or vehicle.
28. In all instances of gain entry service, the Guild's ‘Gain Entry’ form or equivalent must be completed. Completed forms are to be filed and kept for a minimum of three years.

Evictions and Taking Possession

29. Locksmiths requested to provide a service in relation to evictions and other cases of taking possession under court or tribunal order, must be satisfied they are acting properly. Where a person requesting the service is other than a court officer, sheriff's officer or police officer, they must sight and record details of the relevant court order. Where the service is requested by a court officer, sheriff's officer or police officer, that officer's name and identification number is to be recorded by the locksmith.
30. Where the person requesting the service is an accountant acting in a court appointed role, such as receiver, a solicitor acting for the owner of the premises, or a licenced real estate agent, a written order on that person's firm's letterhead is required.

Building Codes

31. Locksmiths are to be familiar with the relevant sections of the Building Code of Australia and other local codes concerned with locks and other door hardware. In particular, those provisions relating to fire and escape doors must be complied with and any possible contraventions advised to the client for determination.

Masterkey System Integrity

32. Locksmiths must not attempt to expand existing restricted masterkey systems, unless they are in possession of all relevant codes, otherwise the system must be rekeyed.

Safe Servicing and Opening

33. When conducting safe or vault opening or safe servicing in a public area, suitable screening is to be erected to prevent exposure to public viewing.
34. Any repairs to safes or vault doors necessary following an opening, are to be performed in such a way as to return the safe to the same level of protection or better, as provided before the opening. Where this is not possible, the client is to be advised and direction sought.
35. Whenever possible, safe opening by the locksmith is to be confined, in the first instance, to unlocking of the mechanism. The actual opening of the door should be carried out by the client and the contents removed by the client before any further work is carried out.

Advertising

36. Members shall not engage in false, deceptive or misleading advertising.
37.  Member websites are to include sufficient details and information to identify the bona fides of the member and should include a Guild membership logo, ABN number, details of any Security Licenses/registrations held by the member in addition to the normal contact information such as telephone contact number, email contact or form etc.

© 2019 Locksmiths Guild of Australia Inc

Overview

The Locksmiths Guild of Australia Inc (LGA) recognizes the importance of complaints management as part of a framework for our members and their firms, their employees and contractors, their clients, suppliers, competitors, regulatory authorities and the general public. Complaints are inevitable; however we believe we are accountable for our actions and decisions. All members and external stakeholders have the right to complain and seek remedy for actions and decisions that adversely affect them.

Our Commitment

The LGA is committed to resolving customer complaints quickly and fairly, and we are committed to address and resolve issues as they arise. We support the right of our members and external stakeholders to have their complaints heard and actioned appropriately. We believe that all member and external feedback - both positive and negative - presents an opportunity for improvement.

Scope of this Policy

All written complaints, serious or unresolved telephone complaints, and complaints referred by external agencies must be recorded in the LGA membership database and managed in accordance with the LGA’s complaints management procedure.

Non-serious verbal complaints should be resolved by the Administrator of the LGA National Office or LGA National Secretary in accordance with the principles in this policy; these will not be recorded in the LGA member database.

Complaints Management System

The LGA adopts the following complaints management system:

FRONTLINE COMPLAINTS HANDLING

All complaints are directed to the LGA National Office, where less serious complaints are resolved in the first instance with the member involved. Written complaints, serious or unresolved telephone complaints will be referred to in the first instance to the LGA National Secretary and the relevant LGA Chapter Committee for internal resolution, with a written response required to the complainant within seven days.

INTERNAL COMPLAINTS RESOLUTION

The LGA Chapter Chairman and/or Secretary are to take the primary role in resolving the complaint with the member. Resolution may involve meeting(s) with the complainant and/or member and/or a written response. Should the Chapter Chairman and/or Secretary be unable to resolve the complaint, then the matter should immediately be referred to the National Executive for resolution.
All relevant data will be recorded in the LGA member data base.

DISCIPLINING OF MEMBERS

The member will be given written notice about an alleged breach of  the LGA Code of Conduct asking the member to take remedial action within a certain timeframe and a show cause notice why the membership should not be cancelled.
Disciplinary action of members will be conducted in accordance with the rules set out in the LGA Code of Conduct, LGA Procedure for Handling Complaints and the LGA Constitution.

Transparency and Access

We are committed to making it easy for the general public to give us feedback by providing:

• Simple information on our web site about how to lodge a complaint and how it will be managed.
• Easy access to our complaints policy on the LGA Website.

Responsiveness

The LGA is committed to responding quickly and courteously to concerns raised by external stakeholders. Our complaints management procedure sets out a recommended response timeframe for a complaint about a member.

Objectivity, Assessment, and Action

The LGA is committed to ensuring complaints are dealt with fairly and objectively. All complaints are treated confidentially. All written complaints are assessed and recorded in our LGA member data base and objectively evaluated. The National Office Administrator, LGA National Secretary, relevant LGA Chapter Committees and at the last instance the LGA National Executive Committee, will investigate the issue and if necessary, complaints and/or complainants are referred to external agencies. Anonymous feedback is welcome however, identifying details will assist to properly investigate and resolve a complaint.

Feedback

We are committed to providing timely and open feedback to complainants about their complaint:

• We will let complainants know the outcome of their complaint as soon as possible after a decision is made.
• The LGA will always advise complainants about their internal and external review rights.
• Any feedback we receive will be used to improve our complaint handling procedures and processes.

Monitoring Effectiveness

We routinely monitor the effectiveness of our complaints management system to ensure we meet our policy requirements, as well as provide appropriate outcomes for our members and external stakeholders.

The LGA National Executive Committee is responsible for monitoring the effectiveness of the LGA’s complaints management system. We also monitor complaint trends and outcomes with twice yearly reports to the LGA National Executive Committee by the LGA National Office administrator.

The LGA data base is used as a case management system to record and track complaints to ensure timely and accurate responses, as well as analyse complaint trends and outcomes.

Remedies

When a complaint is justified, we will undertake appropriate remedial actions that are fair to both the complainant and the LGA member. Our remedies aim to restore the complainant to the position they would have been in had the complaint not been necessary. We always endeavour to be consistent and where possible, try to resolve complaints at the outset.

This Code of Conduct provides guidance for security firm members of the Locksmiths Guild of Australia Inc (“the Guild”) in the management and conduct of their business.

The objectives of the code are to ensure that high professional standards are maintained, that relevant Government legislation is complied with, and that the reputations of the Guild and security industry are enhanced.

Compliance with this Code is a requirement for a security firm to be a member of the Guild. Where required, security firm members may be audited to ensure compliance is maintained.

Guild members who are security firms must ensure that they and any sub contractors:

1. Comply with applicable Federal, State or Territory legislation, in particular the Security Providers Act and Regulation.
2. Act with integrity in their dealings with clients, suppliers, competitors, regulatory authorities and the general public, in particular not engage in false, misleading or deceptive conduct or otherwise bring the security industry into disrepute.
3. Provide a safe work environment, and are appropriately supported in the delivery of services on behalf of the firm as well as being fairly remunerated in accordance with applicable Federal, State or Territory legislation.
4. Deliver security services in a competent and professional manner taking into consideration the public interest and the need to maintain privacy and confidentiality in their dealings.
5. Maintain appropriate and accurate records that meet relevant legislative standards to enable regulatory authorities and the relevant industry association to determine its level of compliance.
6. Not engage in or associate with another firm which engages in unethical, improper or illegal methods to gain business including conflicts of interest.
7. Engage in industry best practice in the delivery of services and actively participate in industry related forums designed to raise the standard of service delivery.
8. Have in place procedures to deal appropriately and promptly with complaints about the provision of their services and actively engage in the resolution of complaints raised with the association through its complaint management policy.
9. Proactively raise breaches of the code of conduct with the Guild where they come to the attention of the firm.
10. Where a breach of the Code of Conduct is brought to the attention of the Guild, the Guild will raise this with the firm in writing and provide it with the opportunity to remedy the breach in the first instance before taking appropriate disciplinary action by way of a show cause notice why their membership should not be cancelled.