Choosing a removalist

Moving can be stressful and there may be times when you’ll need help. Do a little research so things can go smoothly whether you are moving to the next street or across Australia. 

Compare services and find the best removalist for you

Make sure you shop around and compare a few removalist services first. Take the time to research your options so that you’re confident you’re getting a quality removalist service for the right price.

You can:

• read through customer reviews on independent websites to help you compare
• ask friends and family to recommend a reputable removalist they have used and were happy with, or
• you can check whether the removalist is accredited by the Australian Furniture Removers Association (AFRA) but keep in mind that smaller removalists may not be part of AFRA.

The Australian Removalists website lets you compare quotes from removalists in your chosen area.

You can request quotes from removalists by:

• selecting where you are moving from
• selecting where you are moving to
• completing a request form.

The companies will then contact you via email or telephone and provide you with a customised quote.

Check if the removalist has accreditation

Removalists who are accredited by AFRA must meet certain standards to complete a professional move in relation to:

• equipment
• vehicles
• premises
• staff training.

You can check whether a removalist is accredited on the AFRA website.

Make sure you get a written quote

Always ask for a written quote before hiring a removalist company.

To help the removalist provide you with an accurate quote, you should give them all the details about your move. Make sure the quote is itemised and the removalist can account for every charge.

If something is not clear or you need more information, ask before accepting the quote.

Always read the contract closely

Read and clearly understand the contract and make sure it contains:

• the complete details of the service being provided
• a household inventory of goods being moved
• the pick-up and delivery address, dates and times of the move
• how payment is to be made, for example, whether payment is required to be upfront
• whether there are any extra costs for storage in the event of delays.

Get insurance for your move

It is recommended that you get your own insurance for your move. Removalists are not required by law to provide insurance for your property during a move.
Most removalist companies only have insurance that covers their vehicle if an accident occurs.

If the removalist company is accredited with AFRA, they’ll have public liability insurance and can provide transit insurance for all goods being moved.
Transit cover insures your goods while they are being packed and moved by removalists and this includes any storage.

If your goods need to be stored, you can extend your transit insurance to cover those goods during the storage period. This will be a separate premium.

Your consumer rights when moving

When using a service, Australian Consumer Law guarantees your rights when you buy goods and services and comes with automatic consumer guarantees.

The consumer guarantee ensures the service you purchased will:

• work
• do what you asked for.

Consumer guarantees also include removalist services.

Acceptable quality and removalist services

Three guarantees apply to services. These are that services must be:

• provided with due care or skill, taking all necessary steps to avoid loss and damage
• fit for any specified purpose which can be express or implied
• provided in a reasonable time when no time is set.

What is ‘reasonable’ will depend on:

• the nature of the service
• the difficulty of the task
• other relevant factors, such as busy periods and public holidays.

Proof of purchase and service documentation

You have the right to receive proof of purchase which can include: 

• an invoice
• a cash register receipt, or
• handwritten receipt.

If the removalist service has a warranty or insurance, it will give you some extra protection against faults. Warranties generally have terms and conditions attached and it’s your responsibility to be aware of the terms and conditions.

Removalists must be truthful and accurate when advertising

Removalists are not allowed to make false or misleading representations about their services. When advertising they must be truthful, accurate and easy to understand. 

Any statement relating to qualifications or experience should be supported. If the removalist is licensed, the number should be included on any advertising.

Australian Consumer Law protects you from deceptive advertising claims and conduct. 

What you can do if things go wrong

You are entitled to an appropriate remedy from the business when the product or service you purchased does not meet one or more of the consumer guarantees. Remedies can include:

• refunds
• additional service to fix the problem
• reimbursement for damages and consequential loss in some cases.

The type of remedy will depend on whether the problem is minor or major

Minor problems

If the problem is minor and can be fixed, the business can choose how to fix the problem. You cannot cancel and demand a refund immediately. You must give the business an opportunity to fix the problem. If the repairs take too long, you can get someone else to fix the problem and ask the business to:

• pay reasonable costs, or
• cancel the service and get a refund.

If the problem is major or cannot be fixed, you can choose to:

• terminate the contract for services and request a full refund
• seek reimbursement for the difference between the value of the services provided compared to the price paid.

Major problems

A problem is considered ‘major’ when it:

• would have stopped someone from purchasing the service had they known about it
• is substantially unfit for purpose and cannot be fixed in a reasonable timeframe
• creates an unsafe situation
• does not meet the specific purpose or achieve the specific result that the consumer requested.