10 Questions to Ask a Removalist Before You Book

Before you hand over a deposit, the questions that matter most are whether the price is fixed or hourly, exactly what that price includes, how the company covers your belongings, who actually turns up on the day, and what happens if plans change or something gets broken. Ask the ten below and you will quickly tell a careful, accountable removalist from one that surprises you with extra charges at the truck. Each question comes with what a good answer sounds like.

The 10 questions to ask

1. Are you a member of AFRA?

AFRA is the Australian Furniture Removers Association. Membership is voluntary, but members are audited on their vehicles, equipment and training, so it is a useful baseline of professionalism. If a removalist is not a member, that is not automatically a red flag, but do ask what training their crews have and how their trucks are fitted out for securing loads.

2. Are my belongings covered, and can you provide a certificate of currency?

Ask what cover the company carries and how it applies to your goods in transit and while being carried. For higher-value items you may also want separate goods-in-transit insurance. Many apartment and strata buildings require a certificate of currency, a document from the insurer confirming cover is current, before they let a crew start, so ask whether the company can supply one when your building needs it.

3. Is the price fixed or hourly?

Ask how time is measured, when billing starts, whether travel or call-out charges apply and how many movers are included. SAMA's standard local pricing is time-based and billed in half-hour increments. We confirm the rate and inclusions upfront, and fixed pricing is available as an option for suitable moves.

4. What exactly does the quote include?

Get the quote itemised so nothing becomes an add-on later. Check whether it covers travel and fuel, tolls, GST, stairs and long carries, disassembly and reassembly of beds and other furniture, and floor and doorway protection. If a quote looks unusually cheap, it is often because one of these has been left out.

5. How many crew will come, and what size truck?

The right crew and truck for the property keep the day moving. Too few people or too small a truck and the job drags or needs a second trip; too large and you may pay for space you do not use. A good removalist asks about your bedrooms, stairs and access before answering, rather than quoting blind.

6. Does the team that quotes the move also do the move?

Some companies pass the actual job to subcontractors, so the crew on the day never saw your home or your quote. Ask who turns up. We send the same accountable team that scoped the work, which means the load order, the tricky staircase and the fragile pieces are already understood before the truck arrives.

7. What deposit do you take, and what are your cancellation terms?

Ask how much the deposit is, when the balance is due, and how much notice you need to give to change the date or cancel without losing money. Settlement dates slip and plans move, so knowing the terms in advance saves an unwelcome surprise. Always get them in writing.

8. What happens if something is damaged?

Ask how the crew protects your home and furniture, how you report damage, and the time limit for making a claim. A careful mover pads doorways and floors, wraps furniture before it leaves the room, and loads in a planned order so nothing is stacked in a way that invites a knock.

9. Can you pack for me, and do you supply materials?

Packing is often the most time-consuming part of a move. Ask whether the company offers full or partial packing, whether boxes, paper and tape are included or charged separately, and whether they unpack at the other end too. We can pack the whole home or just the awkward parts like the kitchen and wardrobes, whichever suits your time.

10. How far ahead do I need to book?

Good crews fill up fast at the end of the month, on Fridays, during school holidays and across summer, so the earlier you lock in a date the more choice you have. For most moves, four to eight weeks ahead is sensible. If you want the detail, see our guide on how far ahead to book a removalist.

Common questions

How many quotes should I get? Three is a sensible number. It gives you a feel for the going rate for your move and lets you compare what each quote actually includes, not just the headline price.

Should I just choose the cheapest? Not on price alone. A very low quote often leaves out stairs, packing materials or protection, and those reappear as charges later. Compare like for like, and weigh how clearly each company answered the questions above.

What is a certificate of currency? It is a short document from a removalist's insurer confirming their cover is current. Strata buildings commonly ask for one before a move so the building's common property is protected.

Do I need to be there on the day? Yes, or a nominated adult should be, to give access, point out fragile or high-value items and confirm where things go in the new home.

Ask these questions of every removalist you approach and you will book with confidence. When you are ready, tell us about your move and we will confirm the rate, inclusions and available pricing options.