10 Questions to Ask a Removalist Before You Book

Every removalist website says the same things: professional, reliable, fully insured, competitive rates. None of it tells you anything. Here are the questions that actually separate a good removalist from one that will cost you a day and a broken table.

1. “Can I see your certificate of currency?”

This is the single most revealing question you can ask. A real certificate names the insurer, the policy number and the expiry date.

Note what public liability actually covers: damage to property and injury to people. It does not automatically cover the goods on the truck — that’s transit insurance, usually a separate policy. If someone says “fully insured” without specifying, ask which one.

A removalist who hesitates on this question is telling you something. Most Sydney apartment buildings will ask for it anyway.

2. “Is that rate including GST?”

A quote of “$135 an hour” that becomes $148.50 on the invoice isn’t a quote, it’s a tactic. Ask directly, and get the answer in writing.

3. “What else appears on the final invoice?”

Ask specifically about:

• Fuel levy — a percentage some companies add at the end
• Stair or lift fees — charged per flight by some operators
• Call-out or depot-to-depot fee — charging you to leave the depot and return
• Travel time — quoted upfront, or calculated afterwards?
• Weekend or public holiday loading
• Minimum hours — two is standard; four is a red flag on a small job

The honest answer to “what else is on the invoice” should be short.

4. “How do you round the time?”

Small question, real money. Rounding to the nearest 15 minutes and rounding up to the next full hour can differ by $150 on a long job. Ask which they do.

5. “Have you worked in my building or street?”

This is where local operators separate themselves. A removalist who works your area knows the lift booking rules, the dock height, which council issues the permit and where the truck can actually stop.

One who doesn’t will find out on the day — on your clock.

6. “What size truck, and why?”

The answer should reference your inventory, not a package name. A good removalist will sometimes talk you up a truck size, because two trips costs you far more than the bigger truck did.

Rough guide: 20–22m³ suits 1–2 bedrooms, 30m³ suits 2–3 bedrooms, 45m³ suits 3–4 bedrooms.

7. “Are the crew employees or subcontractors, and are they insured?”

Subcontracting is normal in this industry and not a problem in itself — but the cover needs to follow the crew who actually turn up. Ask whether workers compensation and public liability apply to the people doing your job.

8. “What happens if something gets damaged?”

You want to hear a process, not a promise. Good answers mention photographing pre-existing damage before starting, recording new damage on the day in writing, and a claims process that doesn’t start with “that must have already been like that”.

9. “Can I see recent reviews?”

Look for reviews that mention specifics — suburb names, how long the job took, the crew’s names. Generic five-star reviews posted in a cluster on the same week are worth less than a handful of detailed ones spread over months.

Read the negative reviews too, and more importantly, read the responses. How a company handles a complaint tells you what happens when your move goes sideways.

10. “What do I need to have ready?”

A removalist who cares about finishing on time will tell you: be fully packed, empty the fridge 24 hours ahead, book the lift, sort the parking permit, clear the pathways. One who says “just leave it to us” is being agreeable rather than helpful.

Red flags worth walking away from

• No written quote, only a verbal number
• Refusing or delaying the insurance certificate
• Rates far below everyone else — the hours usually make up the difference
• Cash-only, no invoice
• No ABN or ACN anywhere on the website
• No physical address, only a mobile number
• Pressure to pay a large deposit immediately

How Move4U answers these removalist questions

$20 million public liability, certificate on request. All rates include GST and are published on the site. No fuel levy or stair fee. Time rounded to the nearest 15 minutes. Travel time charged at a 45-minute minimum, or the actual travel time if longer — never both. A $50 booking fee, not a large deposit. Pre-existing damage photographed before we start, and a signed completion form before we invoice. ACN 689 088 051, based at Unit 3, 156 Bondi Rd, Bondi.

Frequently asked questions

What should I ask a removalist before booking?

Ask for the certificate of currency, whether rates include GST, what else appears on the invoice, how time is rounded, and whether they’ve worked in your building or street.

How do I know if a removalist is insured?

Ask for the certificate of currency, which names the insurer, policy number and expiry date. Public liability covers property and people; transit insurance covers the goods themselves.

What is a normal removalist deposit?

A small booking fee is standard. Move4U charges $50. Be cautious about requests for large upfront deposits.

Are cheap removalists worth it?

Often not. A lower hourly rate with a slower or smaller crew frequently costs more overall than a higher rate with the right crew and truck.

Ready to compare removalist quotes?

Call (02) 7229 9760, message 0452 569 987 or get a free quote online. See our full price list.