Hiring the wrong removalist can turn moving day into weeks of stress. NSW Fair Trading has published practical guidance on choosing a removalist. We have turned it into a simple checklist, with notes from our own 30+ years of moving Sydney homes and businesses.
1. Compare a few removalists first
Do not book the first company you find. Get quotes from at least two or three removalists so you can compare what is included, not just the price. Good places to start:
- Independent reviews. Read recent Google reviews and look for comments about care, punctuality and how problems were handled.
- Word of mouth. Ask friends, family, your real estate agent or your building manager who they have used and would use again.
- Industry accreditation. The Australian Furniture Removers Association (AFRA) accredits removalists that meet standards for equipment, vehicles, premises and staff training. You can check a company on the AFRA website. Many smaller local removalists are not members, so it is one signal among several rather than the only one.
2. Always get a written, itemised quote
A verbal estimate over the phone is not enough. Ask for the quote in writing, and make sure it is itemised so you can see what each charge is for. The more detail you give, the more accurate the quote will be:
- Both addresses, floor levels, stairs, lifts and parking
- A list of furniture, or photos of each room
- Heavy, fragile or unusual items such as pianos, safes or marble
- Whether you need packing, unpacking or storage
If any charge is unclear, ask about it before you accept. A good removalist will happily explain every line. Not sure how pricing works? Read our guide to removalist costs in Sydney.
3. Read the contract before you sign
NSW Fair Trading recommends checking that your contract or booking confirmation covers:
- The full details of the service you are paying for
- An inventory of the household items being moved
- Pick-up and delivery addresses, dates and times
- Payment terms, including whether anything is payable upfront
- Any storage charges if the move is delayed
4. Sort out insurance before moving day
This is the step most people skip. In NSW, removalists are not legally required to insure your belongings during a move, and many only insure their own truck in case of an accident. So ask every removalist exactly what is and is not covered, and get the answer in writing.
Transit insurance covers your goods while they are packed, moved and, if needed, stored. If your things are going into storage, check whether cover can be extended for the storage period, which usually costs extra. It is also worth checking what your own home and contents policy already covers.
5. Know your rights under Australian Consumer Law
Removal services come with automatic consumer guarantees. In plain terms, your removalist must:
- Do the job with due care and skill, taking reasonable steps to avoid loss and damage
- Deliver what you asked for and what was agreed
- Complete the job within a reasonable time if no time was set
- Give you proof of purchase, such as an invoice or receipt
- Advertise honestly. Claims about experience or qualifications must be true and able to be backed up
6. What to do if something goes wrong
If the service does not meet a consumer guarantee, you may be entitled to a remedy, such as the problem being fixed, a refund, or in some cases compensation for damage or loss. What you are entitled to depends on whether the problem is minor or major:
- Minor problems that can be fixed: the business must be given the chance to put it right first.
- Major problems, for example the job was unsafe, could not be fixed in a reasonable time, or did not achieve what you asked for: you may be able to cancel and ask for a refund, or ask for the difference in value.
Raise the issue with the removalist first and keep copies of all emails and messages. If you cannot resolve it, you can lodge a complaint with NSW Fair Trading online, or call them on 13 32 20 (8:30am to 5pm, Monday to Friday).
Your quick checklist
- ☐ Compared at least two or three removalists
- ☐ Read independent reviews and asked for recommendations
- ☐ Received a written, itemised quote
- ☐ Checked the contract: service, inventory, dates, payment terms, storage charges
- ☐ Confirmed in writing what insurance covers your belongings
- ☐ Kept your invoice and all correspondence
How BBC Removals measures up
We think every customer should ask these questions, including of us. When you contact BBC Removals you get:
- A free written quote, with fixed-price quotes available
- Our own trained, in-house team, not subcontractors
- A clear explanation of what our insurance covers before you book
- More than 30 years of moving homes and offices across Sydney, from our base in Artarmon
Moving house? See our house removals service. Moving a business? See office relocations. Need storage between homes? Read about moving into storage.
This article summarises general guidance from NSW Fair Trading, current at the time of writing. It is not legal advice. For the full and latest information, see Choosing a removalist on the NSW Government website.
