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Using a removalist

Moving can be a stressful time, so plan carefully and do your homework.

    Choosing a removalist

    Make sure you consider a range of options when deciding on a removalist service.

    Make sure you:

    • shop around and compare quotes
    • check what is or isn’t included in the price (such as packing and unpacking).

    Ask:

    • if the cost is based on the time it takes or the quantity of goods
    • whether they’re a member of the Australian Furniture Removers Association (AFRA)
    • where they deem the journey to start and end
    • if there’s extra cost for storage in the event of delays on moving day
    • whether they require an upfront payment.

    Upfront payments can be risky. Try to find a removalist who doesn’t ask for one.

    Signing the contract

    Make sure you read and understand the whole contract. This will help you work out:

    • what specific details are part of the service
    • whether it includes packing and unpacking
    • where and when they will pick up and deliver (look out for the fine print saying they won’t guarantee delivery on the specific dates you want)
    • whether something’s missing from the inventory of goods being moved
    • whether insurance will cover any loss or damage.

    Getting insurance

    Not taking out insurance can be risky.

    Most removalists only have insurance for their own vehicles in case of an accident. You will probably need your own insurance for possible damage or loss of your goods.

    It is a good idea to take photos or video of the items you pack, particularly expensive items.

    Make sure you have the right insurance. You should:

    • choose insurance that suits your needs (such as transit, contents, replacement or indemnity)
    • shop around to compare quotes for the same type of cover
    • get a copy of the policy and read the terms and conditions (do this before you move)
    • check if your policy covers both loss and damage
    • ensure it covers replacement value for your belongings
    • find out if there’s an excess.

    Making a complaint

    If you have a problem with a business, the first thing you should do is talk to them. It can seem hard if it’s someone you know or it feels like making trouble for yourself.

    Usually, though, people want to do the right thing and will be happy to fix any problems. They can only help you if they know there’s a problem. You can call in, phone or write to the trader, or you can ask us to give you advice.

    Find out more about making a complaint.

    Last updated
    5 September 2016
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