How to choose a trustworthy removalist

Choosing a reliable and trustworthy removalist should be easy, but it can be overwhelming to try and find a company you’re going to trust with all of your most valued possessions when there is so many to choose from.

Complaints in the removalist business are commonplace due to the large volume of moves and companies who are not reputable. The Department of Fair Trading receives around 300 complaints annually, often from customers having a bad experience with a removalist company who is found to have an issue with skills and timeframes.

Here’s what you need to know before you choose a removalist.

Choose a company registered with AFRA

The removalists business is filled with companies who not registered with the Australian Furniture Removers Association (AFRA). This is the official body of removal experts that help regulate the industry. According to the association, there are around 1 million moves of various sizes and distances in Australia each year and only 75 per cent are handled by AFRA approved companies.

To gain AFRA membership, a company must post a bond and undergo an initial audit, and regular audits every four years. The organisation ensures removers are up to standard in areas including maintenance of vehicles, appropriate packing materials, first aid kits for staff, driver fatigue management and police checks for every employee.

If a company doesn’t comply or resolve legitimate complaints, they can have their bond money revoked and membership suspended.

Do your research

Read customer reviews on independent websites, ask for recommendations and chat with their customer service people to get a feel about their professionalism. Another way to go about good research is by getting a few quotes from different companies and compare.

Some companies may charge slightly higher hourly rates but will have more experience and can get the overall job done more efficiently and quickly. So, you need to know how to way up your options with as much research as possible before making your choice.

Questions to ask your removalist:

  • Is it a flat fee or will you be charged by the hour?
  • If it’s hourly, does that include driving time from the depot to your property and back, or just packing and unpacking the truck?
  • What is the total cost of the move?
  • How long will the move take?
  • If there are any delays on the day, is there an extra cost involved for storage?
  • Is there a call-out rate, and if so, how is it charged?
  • Will you be charged more if the move takes longer than expected or isn’t easy access to the property? Will heavy or bulky items or stairs add to the cost?
  • Will your move be subcontracted out? If so, who will be doing the work?
  • How many workers will be on the job from start to finish?
  • What size truck do I need for my size home?

Read the fine print in your quote and contract

Ask for a copy of the contract that explains the terms and conditions of the move in detail and ask questions about anything you don’t understand. Always insist on a written quote about your move before making a decision and before signing off once your furniture has been moved in, be sure to account for all your boxes and items. If something is missing or has been damaged alert your removalist straight away. Make sure the quote is itemised and the removalist can account for every charge.

Research Insurance

There are many variations on insurance, and one consideration to make is whether you have current home and contents insurance and what it covers while your contents is in your home. Removalists will offer removalist-related insurance, but it may be optional or extra to insure for accidental damage during the move, or it will cover while in transit but not once inside your new premise. So, the more you investigate and read your product disclosure statement and policy document, the more you’ll know what you can be covered for.

Caloundra Removals & Storage are ready to take your call and answer all your questions to give you peace of mind that you’ve chosen a reliable and reputable removalist. We will be able to provide you with a fair and reasonable quote in no time at all, one that we think is the perfect combination of budget fitting with stellar service guaranteed!



Following the recent lockdown for South East Queensland, we can advise we are operating as normal as our industry is deemed an essential service. Our crews have all the required PPE and many are being regularly tested.

Unfortunately our Sydney operation based in Ingleburn is restricted to receiving and dispatching freight from our warehouse only.

We are not servicing Victoria ourselves but are working closely with our agents of more than 20 years to ensure we service our customers moving to or from Victoria the best we can.

North Queensland is operating as per normal.

If there are any queries or concerns involving your removal, please feel free to call on 1300 723 783 or email:

CALOUNDRA REMOVALS & STORAGE is committed to ensuring the health and safety of workers and others affected by our work activities.  We place the highest priority on making sure work activities are carried out safely and reasonable measures are taken to remove (or reduce if they can’t be eliminated) risks to the health and safety of workers and others.  People are our most important asset and safety is everyone’s responsibility.

Exposure to the Coronavirus (COVID-19) is a potential hazard for workers and other people at workplaces. CALOUNDRA REMOVALS & STORAGE will apply the necessary measures in order to protect workers and all other persons from contracting COVID-19.

CALOUNDRA REMOVALS & STORAGE will to keep up to date with the latest COVID-19 information and advice to ensure that any action taken is measured and appropriate. This includes closely monitoring the Australian Government Department of Health and any advice from state or territory government agencies.

CALOUNDRA REMOVALS & STORAGE will initiate control measures that include but are not limited to the following:

  • Review and promote our infection control procedure.
  • Ensuring workers are aware of the isolation/quarantine periods in accordance with advice from the Australian Government Department of Health.
  • Providing clear advice to workers about actions they should take if they become unwell or think they may have the symptoms of coronavirus, in accordance with advice from the Australian Government Department of Health and state or territory health department.
  • Eliminating or minimising international work travel, in line with the travel advice on the Australian Government’s Smartraveller website.
  • Providing regular updates to workers about the situation and any changes to organisational policies or procedures.
  • Contingency planning to manage staff absences
  • Providing workers with information and links to relevant services should they require support.

Workers also have a duty to take reasonable care for their own health and safety and to not adversely affect the health and safety of others. Workers should be reminded to always practice good hygiene and other measures to protect themselves and other against infection. This includes:

  • To self-isolate if returning from an overseas trip, or being in close contact with someone who has a confirmed case of COVID-19
  • Washing their hands often, with soap and water, or carrying hand sanitiser and using it as needed
  • Covering their mouth when coughing or sneezing, but not using their hands to do so
  • Seeing a health care professional if they start to feel unwell
  • If unwell, avoiding contact with others (including shaking hands or other touching, such as hugging).
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