Removalists can help you pack, carry and move your belongings from suburb to suburb, interstate or internationally.
Moving can be stressful and there may be times when you need some help moving to a new house. To ensure your move goes smoothly it helps to do a little research.
This page includes information on:
Your consumer rights
Australian Consumer Law guarantees your rights when you buy goods and services.
In fact, most products and services purchased after 1 January 2011 come with an automatic consumer guarantee that the product or service you purchased will work and do what you asked for. This includes removalist services.
Acceptable quality
When you engage a business to provide a service, you have the right to expect ‘acceptable quality’. Services must be:
- provided with due care or skill (taking all necessary steps to avoid loss and damage)
- fit for any specified purpose (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 and other relevant factors like busy periods and public holidays etc.
Proof of purchase and service documentation
You have the right to receive proof of purchase (like an invoice, 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 - it’s your responsibility to be aware of these.
Advertising
Advertising can be a powerful means of persuasion, so it’s important it is truthful, accurate and easy to understand. Australian Consumer Law protects consumers from deceptive advertising claims and conduct.
Businesses are not allowed to make false or misleading representations about their products or services. This includes advertising for removalists.
Any statement regarding qualifications or experience should be supported and if licensed, the licence number should be printed on any advertising.
Learn more about advertising standards.
Remedy when 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 .
This might be a refund, a further service to rectify the problem and in some cases, reimbursement for damages and consequential loss.
The type of remedy will depend on whether the problem is:
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. Instead, you must give the business an opportunity to fix the problem. However, if 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.
For more information see repairs, replacements and refunds.
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 can’t be fixed in a reasonable timeframe
- creates an unsafe situation
- doesn't meet the specific purpose or achieve the specific result that the consumer requested.
For more information see repairs, replacements and refunds.
Have a problem?
- Contact the business in the first instance and explain the problem. If the matter is complicated and not urgent, you could write an email or letter. We have tips and sample letters to help you.
- If you’re unable to resolve the matter with the business, you can contact us for help on 13 32 20 or make a complaint online.
Be a savvy consumer
Compare services
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 could:
- read through customer reviews on independent websites to help you compare
- ask friends and family to recommend a reputable removalist, one which they, or a friend of theirs, have used and were happy with, or
- check whether the removalist is accredited by the Australian Furniture Removers Association (AFRA).
The Australian Removalists website lets you compare quotes from removalists in your chosen area.
You can request quotes from a number of 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.
Accreditation
Removalists who are accredited by the Australian Furniture Removers Association must meet certain standards in relation to equipment, vehicles, premises and staff training to complete a professional move.
You can check whether a removalist is accredited on the AFRA website.
Ask these questions before you hire
Before you hire a removalist, find out about their service by asking some simple questions:
- What is the total cost of the move?
- What exactly is included in the cost? Do they charge by the hour or is it a flat rate?
- Are there any additional costs you may need to factor in?
- How long will the move take?
- If there are any delays on the day, is there an extra cost involved for storage?
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, make sure you 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, make sure you ask before accepting the quote.
Read the contract
Read the contract
Make sure you have read and clearly understand the contract. Make sure that the contract contains:
- the complete details of the service being provided
- a household inventory of goods being moved (the AFRA website has a template you can use)
- the pick-up and delivery address, dates and times of the move.
Get insurance
"We recommend arranging your own insurance for your move. Removalists are not required by law to provide insurance for your things 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, including 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.
Further information
Contact us
Can’t find the information you’re looking for? Call us on 13 32 20 or submit an online enquiry.
Who enforces Australian Consumer Law?
The following agencies enforce provisions relating to consumer goods and services:
- Australian Competition and Consumer Commission (ACCC)
- NSW Fair Trading, and
- other State and Territory consumer protection agencies.
The Australian Securities and Investments Commission (ASIC) is responsible for financial products and services.