Home moving is a laborious and time-consuming project that involves myriad procedures, from handling furniture, electrical appliances and personal belongings of various sizes, to making appropriate arrangements for the moving process. As a result, many consumers choose to engage home removal companies to undertake this labour-intensive task on their behalf. Although most households may not use home removal services frequently, the Consumer Council still receives more than 30 complaints relating to such services each year. Some consumers only learnt after paying a deposit that a 15% surcharge would apply to the entire order because of a 5-step staircase; some experienced delivery delays of more than 3 months after collection because a shared container shipment could not accumulate a sufficient volume of cargo; while in another case, the consumer was at one point unable to reach an agreement with the trader on compensation of a large TV damaged during removal.
The Council urges the industry to enhance transparency in quotations and service arrangements. Before concluding a transaction, traders should proactively ascertain the moving environment and service requirements, clearly specify the conditions and calculation methods for all additional charges, and explain the possibility of shipping schedule changes for overseas removals, as well as the scope, limits and procedures for compensation in the event of damage to goods. When selecting home removal services, consumers should not only compare the total quotation amount, but also carefully examine the service scope, additional charges, deposit refund arrangements and compensation terms. They should also properly document the condition of their belongings before and after removal to minimise unnecessary disputes. Furthermore, as overseas removals inevitably involve uncertainties such as customs clearance, consumers should allow flexibility in their relocation and move-in schedules to avoid exceeding their budget.
Case 1: Notified of 15% Surcharge for 5-step Staircase Only After Paying Deposit
Staircase Charge Calculation Method Not Specified in Quotation
The complainant booked a local home removal service for moving within the same district through Company A’s online platform. After entering details such as the moving date, old and new addresses, and a list of items to be moved, he received an instant quotation of approximately $2,000 from Company A via a messaging application and paid a deposit of $200 to confirm the booking.
Later on the same day, a staff member responsible for the move called the complainant to obtain further details. Upon learning that there was a 5-step staircase at the entrance of the complainant’s current building, the staff member immediately stated that a 15% staircase surcharge would be imposed on the entire order. The complainant pointed out that before providing the quotation and collecting the deposit, Company A had never enquired whether the removal routes at the old and new addresses involved staircases, nor had it explained the charging criteria or calculation method for staircase fees. Dissatisfied with the unexpected additional charge, he contacted Company A’s customer service representative via instant messaging.
The customer service representative replied that the quotation had already stated that staircase charges were not included and explained that a staircase fee would be charged if the removal involved 4 steps or more. However, upon reviewing the quotation again, the complainant found that it merely stated in general terms that staircase charges were excluded, without specifying the circumstances under which such charges would apply or how they would be calculated. He opined that had the staircase charge calculation method been disclosed beforehand, he would not have selected the service. He therefore requested cancellation of the booking and a refund of the $200 deposit, but Company A refused. The complainant subsequently lodged a complaint with the Council.
After the Council’s intervention, Company A stated that it had reviewed the case and agreed to cancel the booking and refund the $200 deposit as requested. It also indicated that it would review its existing communication procedures to enable customers to better understand charging details before entering into a transaction. The case was resolved.
Case 2: Repeated Delays in Shared Container Shipment to Australia
Goods Arrived Over 3 Months After Collection
The complainant’s family planned to relocate from Hong Kong to Melbourne, Australia, and engaged Company B to transport approximately 250ft³ of belongings by shared container at a cost of about $28,000. Company B originally scheduled collection between 9:00am and 9:30am on 2 January, but the moving staff only arrived progressively in the afternoon and did not proactively inform the complainant of the delay, causing dissatisfaction with its service arrangements.
As a shared container shipment required accumulating sufficient cargo volume, the service contract did not specify an exact shipping date. In early February, Company B informed the complainant that shipment was expected to take place by the end of February, but no further updates were subsequently provided. In early March, Company B further postponed the expected shipping date to late March, yet was still unable to provide a confirmed sailing schedule. Dissatisfied that shipment had still not been arranged more than 2 months after Company B collected the goods on 2 January, and concerned that the delay might continue indefinitely, the complainant sought assistance from the Council and requested Company B to confirm the sailing schedule and arrange shipment as soon as possible.
In its reply to the Council, Company B explained that shared container shipments required consolidation with cargo from other customers. However, some customers had cancelled their orders or switched to full-container shipments, resulting in insufficient cargo volume to arrange shipment. Following the Council’s intervention, the goods were eventually delivered to the complainant’s new residence in Melbourne on 20 April. The period from collection to delivery was approximately 15 weeks. The case was resolved.
Case 3: 75-inch TV Damaged After Removal
Claim Affected by Lack of Understanding of Compensation Mechanism
The complainant engaged Company C to move all household furniture, electrical appliances, household goods and personal belongings to a new residence at a cost of approximately $9,000. The service included simple packaging and protection for electrical appliances that could not be packed into cartons, including a 75-inch LCD TV purchased about 1 year earlier at approximately $11,000.
After the move, the complainant removed the protective materials and found a conspicuous crack on the upper part of the TV screen. The TV also failed to display images properly when switched on. Following an on-site inspection, the maintenance service provider confirmed that the LCD panel was damaged beyond repair. The complainant contacted Company C and requested compensation, but Company C stated that it could only offer compensation of $300. As the complainant considered the proposed compensation amount disproportionate to the value of the TV, he rejected the offer. Unable to reach a consensus, the complainant sought assistance from the Council and requested that Company C increase the compensation amount.
After receiving the Council’s referral, Company C stated that the complainant had not previously submitted a claim in accordance with its compensation mechanism. It had directly contacted the complainant to explain in detail the compensation terms and procedures relating to damage arising from removal services, and advised the complainant to submit the required form and supporting information in accordance with the mechanism. Company C subsequently reviewed the case and eventually compensated the complainant $2,000 in accordance with the compensation cap specified in its terms and conditions. The complainant accepted and received the payment, and expressed appreciation for the Council's assistance. The case was resolved.
The industry may refer to the following recommendations to enhance transparency and service quality of home removal services:
- Before providing a quotation, proactively ascertain the moving environment and service requirements that may affect charges, including the type and quantity of goods, the number of steps at the old and new addresses, parking arrangements, walking distance, and whether special services such as furniture dismantling and reassembly or packing services are required. Clearly specify in the quotation the services covered by the basic charge, all additional fees, and their charging conditions and calculation methods, enabling consumers to understand the actual costs involved before making an informed choice;
- Clearly explain the arrangements and risks involved in overseas removals and specify before the transaction the scope of service coverage, including customs clearance responsibilities, transportation methods, corresponding charges, and estimated shipment and delivery times. Where shared containers are used, clearly explain before the transaction that shipment may not proceed until sufficient cargo volume has been accumulated and that sailing schedules may not be confirmed in advance. After collection of goods, provide consumers with timely updates on shipment arrangements. In the event of schedule changes or delays, explain the reasons promptly and proactively notify consumers of the revised estimated shipment and delivery dates;
- Before the transaction, clearly explain the packaging and protective measures for large furniture, electrical appliances and other fragile items, as well as whether a compensation mechanism is available in the event of damage during removal. A simple checklist may also be provided for consumers to verify items one by one when using the service, thereby avoiding disputes arising from misunderstandings.
Consumers may also note the following tips to better protect their consumer rights:
- Compare quotations from different traders. Apart from comparing the total quoted price, consumers should also understand the services included and any potential additional charges. When requesting quotations, provide as much complete information as possible, including the types and quantities of items, the old and new addresses, the number of steps involved, parking arrangements and the distance between the residence and parking location, in order to obtain a more accurate quotation;
- Understand the transportation methods and delivery timeframes for overseas removals. Consumers should enquire about the features, charges and risks associated with full-container and shared-container services before choosing the option that best suits their needs. In addition, agreed collection, shipment and delivery dates should preferably be stated in the contract, quotation or invoice;
- Before confirming the service and paying a deposit, carefully examine the quotation, contract and terms and conditions, paying particular attention to arrangements for changes or cancellation of services, deposit refunds, compensation mechanisms for damaged items, scope of coverage, compensation limits and claim procedures. All transaction documents and communication records should be retained as evidence; and
- Before moving, prepare an inventory list and take photographs of valuable, large or fragile items to record their condition. Where services such as packing and appliance protection are provided, check before the move that cartons are properly sealed and appliances adequately protected. Numbering cartons may also facilitate checking upon delivery. After the goods arrive at the new residence, consumers should verify quantities and inspect their condition as soon as possible. Any loss or damage should be reported to the trader immediately for follow-up action.
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