The Commissioner for Consumer Protection, Gary Newcombe has announced that his office has received a growing number of complaints about the conduct of removalists advertising on social media.
“Initially the trader quotes an hourly rate and requests a small deposit,” Mr Newcombe said.
“However, upon arrival they demand a large lump sum be paid up front with a promise to return any unused money once the job is complete,” he said.
“In some cases, the traders have refused to return or deliver the furniture until the higher fees have been paid. The promised refunds are not forthcoming and belongings are often damaged during the move for which a remedy is never provided.”
Mr Newcombe said damage to property accounted for just over half of the 262 complaints his office had received about removalists in the past 18 months with disagreements over costs another top issue, along with removal trucks turning up late.
“Consumers are urged to be wary when sourcing removalists on social media, as they may be using someone else’s ABN to appear legitimate,” he said.
“It can also be tricky to identify the individual behind a business that is only advertised on social media, meaning consumers may struggle to enforce their rights should they wish to pursue legal action.”
He said Consumer Protection recommended giving preference to removalists that were members of the Australian Furniture Removals Association or get recommendations from family and friends.
“It is best to make sure all the details are worked out and agreed to before the move. Consumers should get a proposal on company letterhead that contains a copy of the terms and conditions and clearly sets out an hourly rate or a fixed price for the job,” Mr Newcombe said.
