10 questions to ask your Melbourne movers before signing anything

Booking a removalist in Melbourne should feel straightforward. You call a few companies, get some quotes, pick one, and move. But every year, Melbourne homeowners find themselves on moving day with a crew that's late, a truck that's too small, or an invoice that's nothing like the quote.

Most of those situations were avoidable. The difference between a smooth move and a stressful one usually comes down to what you asked — and what you didn't — before you signed anything.

These 10 questions cut through the sales pitch. Ask every Melbourne mover you're considering. The answers will tell you everything you need to know.

1. Are you AFRA accredited?

This is the first question — and the most important filter.

AFRA stands for the Australian Furniture Removers Association. It is Australia's peak industry body for professional removalists, and membership requires meeting strict standards for vehicles, equipment, crew training, and business conduct. Not every Melbourne mover is AFRA accredited — and that gap in standards shows up on moving day.

AFRA accreditation means:

• The company has been independently assessed against professional standards
• The crew has completed formal training in safe handling and loading techniques
• The vehicles meet minimum size and condition requirements
• The company carries public liability insurance as a condition of membership
• There is an industry complaints process if something goes wrong

When a mover tells you they're AFRA accredited, ask to see their membership number. You can verify any AFRA member at the official AFRA website. If they can't provide it, treat their claim with scepticism.

What Gem Movers' answer is: Yes — we are fully AFRA accredited and can provide our membership details on request.

2. What does your quote actually include?

A quote without a clear scope is not a quote — it's a starting point for a higher invoice.

Before you agree to anything, get clarity on exactly what is and isn't included. Ask specifically:

• Travel time — do you charge for the time it takes the crew to drive to my pickup address and return to depot after delivery?
• Fuel levy — is there a separate fuel charge on top of the hourly rate?
• Equipment — are furniture blankets, stretch wrap, trolleys, and straps included, or charged separately?
• Disassembly and reassembly — is basic furniture disassembly (bed frames, dining tables) included or an add-on?
• Minimum hours — what is the minimum booking duration, and what happens if the job finishes before that?
• Stair levy — is there an additional charge for properties with stairs?
• Difficult access — what counts as difficult access, and how is it charged?

A professional Melbourne mover will answer every one of these questions clearly and confirm the scope in writing. If a mover is vague, dismissive, or says "we'll sort it on the day" — that is your answer.

What Gem Movers' answer is: Our quotes are fixed and all-inclusive — travel time, equipment, and standard disassembly are covered. No hidden fees, no surprises on the day.

3. Are you fully insured — and what does your insurance actually cover?

Insurance is the question most people forget to ask until something breaks. By then it's too late.

There are two types of insurance that matter for your Melbourne move:

Public liability insurance covers damage your movers cause to your property — scratched floors, damaged walls, a broken lift interior. Every reputable Melbourne moving company carries this. Ask for the certificate of currency if your apartment building's strata manager requires it — a professional mover will have it ready.

Transit insurance covers damage to your belongings during the move itself. This is where the details matter. Ask:

• What is the excess on a transit insurance claim?
• Are all items covered, or are there exclusions (electronics, artwork, fragile items)?
• Is the cover for replacement value or depreciated value?
• What is the claims process if something is damaged?

Some Melbourne movers include basic transit insurance in every booking. Others offer it as an optional add-on. Some have no transit insurance at all. Know which category you're dealing with before you hand over your deposit.

What Gem Movers' answer is: We carry full public liability insurance and include transit insurance on every booking. We can provide a certificate of currency for strata requirements on the same day.

4. Who actually does the move — your own crew or subcontractors?

This question surprises people — but it matters enormously.

Some Melbourne moving companies, particularly those that appear at the top of comparison websites, are essentially brokers. They take your booking, pass it to a subcontracted crew, and take a margin. The crew that turns up on your moving day may have never worked for that company before, may not share their standards, and may not be covered under the same insurance policy.

Ask directly: "Is the crew that does my move employed by you, or are they subcontractors?" A company that uses its own trained, employed crew is a fundamentally different proposition from one that outsources on the day.

What Gem Movers' answer is: Every Gem Movers job is done by our own trained crew. We do not use subcontractors.

5. How do you handle damage claims?

Ask this before anything goes wrong — not after.

A professional Melbourne mover will have a clear, documented process for damage claims. They'll tell you: report the damage before the crew leaves, photograph it, submit a written claim within a specified timeframe, and the claim is processed through their insurance.

A less professional operator will become vague, defensive, or suddenly hard to reach. The way a company answers this question tells you more about their character than almost anything else.

Ask specifically:

• What is your damage claims process?
• What is the timeframe for lodging a claim?
• Who do I contact if something is damaged?
• How long does a claim typically take to resolve?

If the answer is clear, documented, and confident — that's a good sign. If the answer is "that won't happen" or "we've never had a claim" — that's not an answer, it's a deflection.

6. What size truck will you send — and is it the right size for my move?

An undersized truck means two trips. Two trips means double the travel time, double the fuel levy, and a significantly longer — and more expensive — moving day.

A professional Melbourne mover will ask about your property size, the number of rooms, and any large or specialty items before recommending a truck. They should be able to tell you the truck's cubic metre capacity and confirm it's appropriate for your volume.

As a rough guide for Melbourne moves:

———————————————————————-- Property size Recommended truck size —————————————-- —————————-- Studio or 1-bedroom apartment 20–30 cubic metres

2-bedroom apartment or small house 30–45 cubic metres

3-bedroom house 45–60 cubic metres

4-bedroom house or large home 60+ cubic metres ———————————————————————--

If a mover quotes without asking about your property size — or sends a truck without confirming capacity — that is a red flag.

What Gem Movers' answer is: We assess your property size and volume at quote stage and confirm the right truck before your moving day. We do not guess.

7. How long have you been operating in Melbourne?

Experience in Melbourne specifically matters — not just experience as a removalist.

Melbourne's inner suburbs have access challenges that are unique to this city. Victorian terrace houses with narrow hallways, apartment buildings with strict lift booking windows, strata complexes with specific insurance requirements, one-way street networks in Richmond and Fitzroy, tram corridor restrictions — these are things you learn by working in Melbourne, not by moving in general.

A company that has been operating in Melbourne for several years has encountered these challenges hundreds of times. A newer operator — or one that has moved from interstate — is still learning. That learning happens on your moving day.

Ask: "How long have you been operating in Melbourne, and which suburbs do you move in most frequently?" The answer reveals depth of local knowledge.

What Gem Movers' answer is: Gem Movers has been operating across Melbourne for 14 years. We have completed thousands of moves across every inner, middle, and outer suburb — and we know Melbourne's access challenges better than almost anyone.

8. Can you provide recent customer references or verified reviews?

Every Melbourne mover will tell you they're reliable, professional, and careful. References and reviews are how you verify that claim independently.

Ask for:

• Google reviews — look for volume, recency, and specificity. Reviews that mention suburb names, property types, crew members by name, and match between quote and final invoice are the most credible signals.
• Recent references — some customers are happy to speak directly with a new booking. A confident mover will offer this.
• Review recency — 50 five-star reviews from three years ago tell you less than 20 reviews from the past six months. Moving companies change — crew, ownership, standards. Recent reviews reflect who they are now.

Watch for review patterns that suggest inauthenticity — a sudden cluster of five-star reviews with no detail, or reviews that use identical phrasing. Genuine reviews are specific and varied.

9. What happens if something goes wrong on moving day?

This is the contingency question — and most people never ask it.

Things that can go wrong on a Melbourne moving day:

• The crew is delayed by traffic or a previous job running over
• The truck breaks down en route
• The lift at your apartment building is out of service
• A piece of furniture is too large for the doorway
• Settlement is delayed and your delivery window changes

Ask your mover: "What is your process if something unexpected happens on the day?" A professional company has contingency plans — backup vehicles, a direct contact number for the moving day coordinator, flexibility on timing. An unprepared operator will give you a blank answer.

Also ask: "Who do I call on moving day if there's an issue?" You want a direct number for someone who can actually solve problems — not a call centre that takes messages.

What Gem Movers' answer is: Every Gem Movers customer has a direct contact number for their moving day coordinator. If something changes — on our end or yours — we communicate immediately and find a solution.

10. Can I get everything in writing before I pay a deposit?

This is the final question — and the most protective one.

Never pay a deposit to a Melbourne mover without a written confirmation that includes:

• Your name and contact details
• Pickup and delivery addresses
• Moving date and confirmed start time
• Crew size and truck size
• All included services and any applicable charges
• The total quoted price or hourly rate with minimum hours
• Deposit amount and payment terms
• Cancellation and rescheduling policy

A verbal quote is not a contract. An email that says "we'll be there at 8am, \$X/hr" is barely better. A professional Melbourne moving company will provide a proper written quote or booking confirmation that covers all of the above. If a mover resists putting things in writing — walk away.

What Gem Movers' answer is: Every booking is confirmed in writing with full scope, pricing, and terms before any deposit is taken. You'll know exactly what you're getting before you commit to anything.

The bottom line

Ten questions. Ten opportunities to separate the professional Melbourne movers from the ones who will make your moving day harder than it needs to be.

The best movers in Melbourne will answer every one of these questions confidently, clearly, and in writing. They won't be offended that you asked — they'll expect it.

At Gem Movers, we welcome every one of these questions. We've been answering them honestly for 14 years across Melbourne — and our answers haven't changed.

Ask us anything — get your free Gem Movers quote today →

Frequently asked questions about hiring movers in Melbourne

How far in advance should I book Melbourne movers?

For weekday moves, 1–2 weeks is usually sufficient. For Friday or weekend moves, or during peak season (January–February and October–December), book 3–4 weeks ahead. The earlier you book, the more flexibility you have on timing.

Is the cheapest Melbourne mover always the worst option?

Not always — but the lowest quote deserves the most scrutiny. Ask all 10 questions above and compare what's actually included. A lower hourly rate with hidden travel charges, no transit insurance, and an undersized truck can end up costing significantly more than a slightly higher rate with full inclusions.

What is the difference between a removalist and a mover in Melbourne?

Nothing — the terms are interchangeable in Australia. "Removalist" is the more common industry term; "mover" or "moving company" is used more broadly. Both refer to a professional service that transports your belongings from one property to another.

Do Melbourne movers pack boxes as well as move them?

Many do, as an optional add-on service. If you want the crew to pack your boxes on moving day, confirm this at quote stage — it requires additional crew time and packing materials, both of which should be reflected in your quote.

What should I do if my Melbourne mover damages something?

Photograph the damage before the crew leaves. Report it to the company in writing on the same day. Request the claims process in writing. Do not sign any completion form that includes a waiver of damage claims without reading it carefully.

Can I move on a public holiday in Melbourne?

Most Melbourne movers operate on public holidays, but public holiday rates apply — typically a surcharge of 50–100% on the standard hourly rate. Confirm this at quote stage if your moving date falls on a Victorian public holiday.

*Gem Movers is an AFRA-accredited moving company servicing all Melbourne suburbs. We specialise in residential moves, apartment relocations, office removals, and interstate moves from Melbourne. *