What to do in case of damaged items after a move in Australia

You may just have that little niggling worry at the back of your mind before or during a move. What if your precious items get damaged? While removalist services greatly help during house or office moves, things may not always go smoothly. It can help if you know what to do if you notice damaged items after a move in Australia.

This post contains information on consumer guarantees that protect you and your goods and removalists' responsibility for loss or damage. You can also find suggestions on what remedy steps to take for damaged items and how to choose a good removalist service. Read on!

Consumer Guarantees that Protect You

Consumer guarantees are a set of fundamental rights businesses must meet when buying products or services from them. These consumer guarantees are as specified under consumer law. Thus, if your removalist service fails to meet the consumer guarantees, you have a right to a repair, replacement, or refund.

In addition, you have a right to compensation if you suffer a consequential loss or damage due to the problem. Take note that a business also has to pay for loss or damage that is reasonably foreseeable.

Conditions for non-payment of damage or loss

A removalist is not liable to pay for damage or loss if their service did not cause the loss or damage. Similarly, they do not have to pay if the loss or damage arises after the product or service has left their control or was caused by something independent from the business.

When working out compensation payments, an illustration of the playing factors is if your curtain is damaged at a dry cleaning service centre. You will be entitled to complete compensation for the damage and a refund. However, it is understandable for the dry cleaner to pay part of the cost of new curtains. After all, the curtains had undergone some wear and tear.

Consumer Rights Regarding Removalists Services

According to Australian Consumer Law, you have an automatic consumer guarantee that protects your rights when buying products and services. Thus, for most products and services you buy, you should expect them to function and perform as intended. This protection extends to removalist services.

Removalists' responsibility for loss or damage

The responsibility is on removalists to provide you with an acceptable quality of services. In other words, you can expect them to take all necessary precautions and actions to avoid loss or damage.

Similarly, such services must meet the specified purpose and be provided reasonably (when a time is not set). However, the nature of the service, public holidays, and busy periods are examples of factors that can affect the 'reasonable time'.

Rights to proof of purchase and service documentation

Meanwhile, it would be best if you didn't hesitate to collect proof of purchase, such as an invoice or receipt. You have a right to it. Likewise, a warranty or insurance from the removalist service can give you added protection against faults. However, you have to pay attention to the attached terms and conditions.

Protection against deceptive advertising

You should know that Australian Consumer Law protects you from deceptive advertising claims and actions. As such, you can expect to receive factual and easily understandable advertising. Thus, removalists are not permitted to make false or misleading advertising claims.

Remedy Steps for Damaged Items After Your Move

Removalists are responsible for providing an appropriate remedy to you if their service fails to meet any of the consumer guarantees. Such remedy steps could be in the form of a refund, an extra service, or even reimbursement for loss or damages.

Specific steps you can take in case of damaged or missing items after a move in Australia include the following:

• Be sure to inspect your items when they are unloaded immediately. Do not sign off on anything until you verify all your items are present. This is even if the pickup and delivery driver hurries you. Otherwise, you may find it difficult to file a complaint.
• If you notice loss or damage to items, contact the removal company immediately to fix the problem. This may be through a phone call.
• If the time permits, explain fully in an email or letter.
• However, if you cannot resolve the problem with the removalist service, you can contact moving organisations to ask for help.
• You may set up a legal complaint and ultimately file a suit against them.
  

What to Do Before Hiring Removalist Companies

• Before you hire a removalist company, always get a moving quote.
• Provide all relevant details about the move to enable the removal company to prepare an accurate quote.
• Be clear on the charges allocated to items in the quote.
• Read the entire contract and be clear on its terms.
• Ask about insurance packages or third-party insurance arrangements. Keep a copy of the insurance document.
• In fact, choosing a mover offering insurance covers is wise.
• Choose a reputable company with positive reviews.
• Right from the start of the move, create an organised list of your belongings. This can help for later reference.
• Take a picture or video that serves as proof of the state of your belongings.
  

What Agencies Enforce Australian Consumer Law

You may be entitled to compensation if you suffer damage or loss due to a company's removal service. Australian agencies that enforce provisions on consumer goods and services include the following:

• Australian Competition and Consumer Commission (ACCC)
• Department of Fair Trading, NSW
• State and territory consumer protection agencies
  

How to Choose a Good Removalist Service

To ensure a smooth move, you should study several movers before hiring one. You can do the following:

Research removalist services

• Check out reputable removalist services in online directories.
• Visit the removalists' social media pages and website to check reviews.
• Read up on comments about the services of the removalists.
• Ultimately, you should know if Australian businesses and individuals can trust them for business relocations and house moves.
  

Check their credentials

You increase the chances of an easy dispute resolution if your removalist is a member of the Australian Furniture Removers Association (AFRA). This association is a national industry body that requires members to carry moving insurance, be professionally trained, and follow a code of conduct.

As such, you wouldn't need to worry that your removalist is slack about things like licence renewals if they're a member of AFRA. You can also contact AFRA for assistance in resolving issues with your removalist.

Check and compare quotes

This does not only involve comparing prices. You should feel free to ask about the following:

• If packing and unpacking are included.
• Whether the costing is based on time spent or quantity of goods moved.
• What expected and unexpected services are billable.
• Using a removalist who doesn't ask for upfront payments may be best.
  

Confirm the business address

If there is a storage period, you must confirm the company's physical office before the move. Also, you should find out if it has its own storage facility.

Check the terms of the insurance

Try to use a removalist service that offers insurance coverage and let it suit your needs. If the removalist only has accidental insurance for their vehicles, you likely need to take out your own insurance.

You or your removalist may take out the following forms of insurance:

Transit insurance

This covers the damage or loss of items your removalist may incur during the move. Transit insurance covers items' loss or damage while packing, unpacking, and in transit. 

Accidental insurance

For product safety, a removalists company can take out accidental insurance to cover unexpected damage to items.

Home and contents insurance

A home and contents insurance may already cover transit and accidental insurance. If your existing contents insurance does not include them, you can add them.

Storage insurance

This is another form of insurance you should consider if you have items moving into storage. It gives you an option for compensation if your things get water damaged or are damaged due to fire incidents.

Hire a Local Professional Removalists

After going through this piece on what to do in case of damaged items after a move in Australia, you may still hesitate because of the risk. However, if you follow the steps in choosing a professional removalist, you can be more confident of a smooth move. This is especially the case if you go with a reputable removalist.