By Nathan Hawes
A scraped fridge door, broken mirror or dent in the hallway can turn moving day from a relief into a real headache. So, are removalists responsible for damage? Sometimes, yes – but the answer depends on what was damaged, how it happened, the service agreement, and whether the removalist took reasonable care.
For households and businesses around Traralgon, Gippsland and wider Victoria, the best protection is knowing what to ask before the truck arrives. A careful removalist should be clear about their process, their cover and how they deal with a problem if one occurs.
Are removalists responsible for damage under Australian law?
Removalists are expected to provide their service with due care and skill under Australian Consumer Law. In plain terms, they should handle your belongings competently, use suitable equipment, secure the load properly and take reasonable steps to avoid damage to your furniture and property.
If damage occurs because the crew was careless, such as dragging an unprotected sofa against a wall, failing to secure a cabinet in the truck, or dropping an item through poor handling, the removalist may be responsible for putting things right. That might mean arranging a repair, paying reasonable repair costs, replacing an item where appropriate, or offering another remedy agreed by both parties.
That does not mean a removalist is automatically liable for every mark, breakage or fault found after a move. Moving involves heavy items, tight doorways, stairs, weather, traffic and belongings of very different ages and conditions. Responsibility often comes down to the facts.
For example, a solid timber table damaged after being loaded without padding is very different from a fragile flat-pack bookcase that fails because it was already loose, poorly assembled or structurally weak. The same applies to boxes packed by the customer. A removalist cannot see whether a box marked “kitchen” contains glassware wrapped well, loose plates, or a few items with no protection at all.
What a professional removalist should do to prevent damage
Careful moving starts before lifting begins. A crew should assess access at both properties, including stairwells, narrow halls, low clearances, driveways, lifts and parking. This planning helps avoid rushed decisions and reduces the risk of damage to furniture, walls and floors.
Furniture protection matters too. Depending on the job, this can include removal blankets, shrink wrap, mattress protectors, tie-downs and suitable trolleys. Larger items may need to be dismantled and reassembled, while fragile pieces, pianos, pool tables and glass-fronted cabinets need a higher level of handling and a clear plan before they are moved.
Loading is just as critical. Heavy items should be positioned securely, weight should be distributed sensibly, and furniture must be restrained so it cannot shift during braking or on uneven regional roads. When unloading, the team should take the same care rather than treating the final few items as an afterthought.
A dependable removalist will also tell you about access issues early. If a truck cannot safely get close to the property, or an oversized item will not fit through a doorway without further work, it is better to discuss options before the move than force it through on the day.
Damage to furniture versus damage to the property
There are two common types of moving damage, and they can be handled differently.
Furniture and belongings include lounges, appliances, artwork, boxes and office equipment. These claims can be complicated because condition, age, value and packing all matter. Take clear photos of valuable or delicate items before the move, particularly if they already have wear, chips or scratches. This gives everyone a fair starting point if an issue is raised later.
Property damage includes marked walls, chipped paint, damaged flooring, broken balustrades, driveway damage or a scratched lift. This can affect renters as well as owners, especially when a bond is involved. Tell the removalist straight away if you notice a mark at either property. Fresh damage is easier to inspect while the crew, truck and job details are still on site.
In both cases, do not assume you need to accept a quick verbal promise or, on the other hand, that there is no point reporting it. Ask for the issue to be recorded, take photos in good light and keep copies of any messages, invoices and condition reports.
Insurance is not the same as liability
This is where many moving customers get caught out. A removalist saying they are insured is reassuring, but it does not automatically mean every item is covered for every event or for its full replacement value.
A removalist may hold public liability insurance, which generally relates to accidental damage or injury caused to other people or property. They may also have insurance connected to their operations and vehicle. Those policies are not necessarily the same as transit insurance for your own household contents.
Transit insurance is usually designed to cover listed belongings while they are being transported, subject to the policy terms, excess, valuation method and exclusions. Some cover may be arranged by the removalist, while other cover may need to be taken out by the customer. High-value items, antiques, jewellery, collectables, cash, plants and goods packed by the owner can have special conditions or exclusions.
Before booking, ask direct questions: what insurance does the business hold, what does it cover, is transit cover included or optional, and are there item limits or exclusions? If you are moving expensive electronics, heirlooms or a large business fit-out, ask for the answer in writing and check whether your home, contents or business policy offers any relevant cover.
When a removalist may not be responsible
There are situations where a damage claim may not sit with the removalist. The details matter, so avoid treating these as blanket excuses. A good operator should explain their terms clearly before work begins.
Common examples include damage caused by poor customer packing, undisclosed weakness in an item, pre-existing damage, a customer directing the crew to take an unsafe route, or events outside anyone’s control. A box packed with unwrapped glass, for instance, may be difficult to claim for if it was handled reasonably but the contents broke inside.
Access can also change the risk. If there is a narrow staircase, wet path, loose pavers, long carry from the street or no safe place to park, tell the removalist when requesting a quote. Accurate information lets them allow enough time, bring the right equipment and arrange extra hands if needed.
Terms and conditions can set out limits, claim timeframes and exclusions, but they do not give a business a free pass to provide careless service. Consumer rights cannot simply be signed away. If you are unsure about a clause, ask what it means before the move rather than finding out after something goes wrong.
What to do if something is damaged during your move
Act promptly, but keep the conversation calm and factual. Most decent removalists want the chance to inspect an issue and work towards a fair outcome.
First, take photos and video of the damage, including wider shots that show where it happened. Photograph the item or surface from several angles and keep any broken pieces where safe to do so. For property damage, take a photo that shows the surrounding wall, floor or doorway as well as the close-up mark.
Next, notify the crew leader before they leave if possible. If you find damage after unpacking, contact the business in writing as soon as practical. Include the move date, job reference, item or area affected, photos and a short description of what you believe happened. Avoid arranging an expensive repair before the removalist has had a reasonable opportunity to inspect the damage, unless urgent action is needed to prevent further loss.
Ask what information they need and what their claims process looks like. They may request a repair quote, evidence of purchase, a condition report or further photos. Keep communication polite and in writing. It creates a clear record and usually gets a quicker result than trying to resolve a detailed issue through a rushed phone call.
If you cannot reach an agreement, you can seek consumer guidance in Victoria or obtain independent legal advice for a significant claim. For smaller disputes, clear evidence of the item’s condition, the service provided and the damage itself is often the strongest starting point.
Reduce the risk before moving day
The cheapest quote is not always the most affordable choice if it leaves out the care, equipment or time your move actually needs. Compare what is included, not just the hourly rate. Check whether packing, dismantling, furniture protection, long carries, stairs, travel time and insurance options have been explained.
Be upfront about awkward items and access, and pack carefully if you are doing it yourself. Label fragile boxes clearly, do not overfill them, and keep valuables, documents and irreplaceable small items with you where practical. A professional crew can work far more safely when they know what they are handling and have room to do the job properly.
At Hawes’s Removals, careful handling is treated as part of the work, not an optional extra. The right questions before moving day, a realistic plan and clear communication give your belongings the best chance of arriving in the same condition they left.