Make moving smooth sailing

Moving house is an activity guaranteed to set the stress levels soaring, so it helps to know how to avoid potential nasty surprises when engaging the services of a furniture removalist.

Whether you’re moving down the street or across the country, it is a time-consuming and often expensive exercise dreaded by most.

A moving ‘to-do’ list can seem endless. Not only do you need to find a new place to live, but also organise vacate cleaning, have services disconnected, redirect your mail and say goodbye to neighbours.

Not to mention finding a trusted furniture removalist to move valuables including your furniture, sentimental items and household essentials.

The most common complaints Consumer Protection receives in relation to furniture removalists are about damage to consumers’ property, delays in delivery and disagreements about quotes.

To make moving easier, we suggest talking to friends or family about their experiences and selecting a furniture removalist with good personal references.

To avoid paying too much, always get three written quotes to compare prices and the level of service provided.

When organising a quote, avoid estimating the volume of goods over the phone yourself, instead ask if the removalist can visit your home and view the goods in person.

The internet provides access to a range of services that will assist you to plan and arrange your move.

Do your homework to help eliminate surprises. Don’t forget to ask questions such as:

  • What is included in the price and what is not, for example packing and unpacking, extra staff?
  • Is insurance included?  What does it cover and who pays for what in the event of damage or loss?
  • If there is any delay, are there extra costs for overnight storage, and who pays for them?

We also recommend consumers compile a detailed inventory, including photographic or video evidence, of all items included in the move to guard against loss and damage.

Under the Australian Consumer Law, a removalist, like any other trader, is required to exercise due care and skill and deliver services within a reasonable time. As a general rule, no contract can remove a consumer’s rights which, in this case, includes being able to claim compensation for loss/damage to goods.

For more information, contact Consumer Protection by email or by phone 1300 30 40 54.


Consumer Protection
Media release
07 Mar 2019

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