On this page:

• Do you need a removalist and how do you choose one?
• How much does it cost to move house?
• Do you need extra insurance for moving home?
• Your consumer rights when using a removal service 
• How to move large appliances safely
• Moving your electricity, gas and internet accounts
• Tips for packing for a house move 

We’ll cover everything from choosing a removalist and whether you need insurance, to packing and moving appliances, as well as how to deal with things like your internet and utilities.

Do you need a removalist and how do you choose one?

While moving all your belongings yourself is the most cost-effective option, many people choose to engage a professional removalist company to assist with the process. The additional cost might be worth it to reduce stress, as well as the time and physical effort required for a move.

Professionals are experienced in loading and unloading items while minimising the risk of damage, and also have access to specialised equipment (such as dollies and, hopefully, a large truck!) needed to move large items and appliances. Some also offer additional services such as packing, unpacking and furniture assembly.

However, costs can vary significantly, so get at least three written, itemised quotes to compare. Make sure you give the removalist enough information for them to provide an accurate quote. An inventory of every item you wish to have them handle will help (and will ensure there is no dispute about which items the removalist will be responsible for moving and those you will take care of yourself). Some removalist companies will also come to your home to do an inspection and quote.

Check reviews and independent testimonies and ask friends and family for recommendations. You can also check whether a removalist is accredited by the Australian Furniture Removers Association, which indicates that they meet certain professional standards relating to things like equipment, vehicles and training.

How much does it cost to move house?

The cost of moving your house depends on many factors, including the size of the property you are moving (and how many belongings you have) as well as your location and the travel distance between your old house and new house, and the travel time from the removalist’s depot to your house.Ìý

Access to each property and available parking for a removal van can also increase the amount of time it takes to move, which can further impact costs. Many removal companies will charge by the hour and give you an estimate of costs in the form of a written quote.Ìý

Large, fragile or heavy items, such as a piano, pool table or medical equipment, could require a specialist removalist, which will also affect costs.Ìý

We obtained three separate quotes based on the scenario of moving an average, moderately furnished three-bedroom house from a location in metro Sydney to another location approximately 30 minutes away. Prices ranged from $150 per hour up to $175 per hour for two movers and a van, with a minimum charge of two hours. One removalist estimated the job could take anywhere from around 4–6.5 hours, meaning the final cost could range from $700 up to over $1000.Ìý

If you’re looking for certainty on the overall cost of a move, it’s best to ask for a fixed price rather than an hourly rate, says Simone Hill, executive director of the Australian Furniture Removers Association (AFRA).

“Keep in mind that a quote for an hourly rate is a quote on the rate you will be charged per hour, and is not a quote for the number of hours the move takes. “Unless your property has been inspected by the removals company, or you’ve provided a detailed video or inventory of both the items to be moved and the pick-up and delivery locations, the number of hours the move takes may be significantly more than that first estimated,” says Hill.

“For example, there could be the need for a ferry vehicle (where a large removals truck cannot fit close to [the] residence, a second, smaller vehicle like a ute may ‘ferry’ between the residence and the truck), or if the contents of your home were not estimated by you correctly.” There are also law-mandated breaks for staff you may have to pay depending on how long your move takes.

Questions to ask when obtaining quotes from a removalist

Always insist on an itemised written quote and ask the following questions:

• What is the total cost of the move?
• What exactly is included in the cost? Do they charge by the hour or is it a flat rate? Is there a minimum charge?
• Is there a call-out fee?
• Are there any additional costs you may need to factor in?
• Is a deposit required? 
• How long will the move take? Do you need to provide details on access to your property that could impact the time taken for the move?
• What happens in the event of bad weather?
• If there are any delays on the day, is there an extra cost involved for storage?

How to save money on moving costs

If you’re using a removalist company, the best way to ensure you stick to your budget is to ensure both you and the removalist have accurately estimated the size of the job. Here are some tips to help keep costs down and ensure efficiency on the day of the move and in the lead up:

• Ensure you have accounted for extra items that might not be reasonably included within the moving quote, such as outdoor furniture, sports equipment or pot plants. Assess whether there are items you can easily move yourself, or on a different date.
• If you are doing the move yourself, compare prices on rental trucks or vans to ensure you’re getting the best deal.Ìý
• Source your own packing boxes and materials from community pay-it-forward groups.
• Declutter and sell unwanted items so you have less stuff to move.
• Ensure your home is packed and ready to go when removalists arrive.
• Label boxes with the room it needs to go in so removalists can place them efficiently.

Do you need extra insurance for moving home?

Taking out removalist insurance can be a good idea, especially if it’s a big move and everything you own, including expensive and breakable items, is on the line. First, check to see what you may be covered for under your existing home and contents insurance policy if you have one (see information on this below).Ìý

Removalists don’t have to provide insurance for your worldly possessions during a move, and may only have insurance that covers their vehicle in case of an accident. As removalists offer a service, you are covered under certain legislative guarantees under Australian Consumer Law (see more on this below).

If the removalist is accredited by AFRA, they may be authorised to provide transit insurance for everything in the truck. Transit cover insures your goods while they are being packed and moved by removalists or stored in the course of the move, but you will have to pay for it. If your goods need to be stored beyond the course of the move and you want to extend the insurance, you’ll have to pay an extra premium.Ìý

Hill specifies that you may like to consider taking out a ”new for old” insurance policy. “Most people assume if something is damaged due to negligence they will get a new replacement or the value of that item if they were to go out and buy it again new. This is not the case. The duty of the removalist is to the value of the item at the time of the move, and for most second-hand items this is negligible.”

Home and contents insurance

If you have home and contents insurance check see what cover you might already have. Almost all the insurers in our most recent home and contents insurance review offer some cover for contents in transit, but many don’t cover accidental damage during the move.Ìý

While you’re in the process of moving, most insurers will cover your contents at both addresses, usually for 14 days, but up to 60 days for some insurers. You can view which policies offer ‘overlapping cover at a new house’ and ”cover for contents while moving house’ in our home and contents insurance review.

In any case, it’s important to notify your current insurer of your change in address.Ìý

ÌÇÐÄVlog home insurance expert Daniel Graham says: “Keep in mind that cover for your possessions while moving house often comes with a range of limits (there might be a dollar amount or a percentage of your contents sum insured).

“It is also frequently event-limited: you might only get cover for fire, theft of (not from) the removal vehicle, or in the case of an accident or collision of your removal van. One or two insurers specify that the removal van must be a professional removalist service that you have engaged for the job, so you won’t be covered if you hire a van and do the move yourself.”

Your consumer rights when using a removal service 

Your consumer rights under Australian Consumer Law, which ensures the service you purchase will work or do what you asked for, include removalist services. If, after a move, you have an issue and can’t resolve the matter with your removalist, you can lodge a complaint with the fair trading agency in your state.Ìý

Who’s liable for damage during a house move?

Some removalists insure themselves against damage to your things. If this is the case, make sure you understand what the removalist covers and doesn’t cover, and in which circumstances the insurance applies.

If you pack or unpack yourself and something is damaged, the removalist generally won’t accept liability.

If you are using a removalist accredited by AFRA, they can help you resolve any issues that may arise.

“In the event that a dispute or damage occurs during a move, and this cannot be resolved immediately with the removalist, a moving client may bring that dispute to AFRA free of charge if they are using an accredited mover,” says Hill.

“AFRA works with the parties to reach a negotiated settlement, and where appropriate, can place a binding order on the removalist to settle.” 

How to move large appliances safely

If you are moving your house yourself without calling in the professionals, there are some appliances you’ll need to take particular care with. Fridges and freezers can be easily damaged in transit and need to be thoroughly cleaned, turned off and disconnected. Read our guide on how to move a fridge and freezer safely.

To move other large appliances, such as washing machines or ovens, you’ll need equipment such as dollies, trolleys and moving straps (all of which can be hired to save on costs), plus a few extra hands to help you. (Follow our step-by-step guide to moving a washing machine).

Appliances should be disconnected and thoroughly cleaned and dried before moving, and any loose parts or shelves secured with tape.Ìý

Ensure you have gloves, tape to fasten doors or secure handles and knobs, and materials such as blankets or bubble wrap to both protect the appliance and avoid damage to doorways, walls and balustrades.

Moving your electricity, gas and internet accounts

Gas and electricity

At least a couple of weeks before your moving date, you should contact your current gas and electricity provider to arrange disconnection for the day after you move out (this can take up to a week so ensure you allow ample time).

You will then have to arrange for connections at your new property if you are the owner. If you’re renting, it’s likely that the utilities will already be connected and you just need to transfer the account into your name.

Do a meter reading at your old place before you leave, and at the new place to ensure you won’t be charged for power you haven’t used. Depending on where you live, you may need to ensure your meters at your old property are easily accessible so your provider can send someone to read them.Ìý

Moving house is the perfect time to assess whether you’re getting the best energy deal and take advantage of any new customer offers that might be about.Ìý

to help make it easy for people to get a better deal on their energy. Bill Hero guarantees it will find annualised savings on your first bill, and that you’ll save more than the price of your annual subscription. If not, you can cancel immediately for a full refund.

Exactly how much you’ll save will depend on a lot of factors, but Bill Hero says the average first-switch savings for its customers is $350.Ìý

A Bill Hero annual subscription will cost you between $49 and $79, depending on whether you’re looking for a better deal on your electricity, gas or both. So all up, you’ll be looking at savings of between $271 and $300.ÌýYou may also like to look into bundling your energy and internet with the same provider to take advantage of discounts.

Internet and NBN

As with your gas and electricity, contact your current phone and internet service provider (ISP) to let them know the date you’ll be leaving your property to organise disconnection and to check their moving process. They will usually have a form to fill in to book a date to have the move take place.Ìý

• Find out if you will have to pay any exit fees (many providers offer no lock-in contracts, which can be beneficial if you’re a renter or not sure how long you will be at your next address).
• If you are not sure which connection type/technology is available at your new address, to find out. If you can, ensure the required equipment, such as the NBN connection device, has been left at the new property and not taken by the previous tenants or owners. Let your ISP know if there is anything missing.Ìý
• Check the ÌÇÐÄVlog shortlist of best NBN plans available right now, ranked by how they measure up to their claimed plan speeds.

If you have NBN, any supplied equipment such as the NBN box should remain at the old address, i.e. stay with the property.

Tips for packing for a house move 

Potentially, the most arduous task is going to be packing up all your worldly belongings. Our unofficial advice (taken from a few ÌÇÐÄVlog staff members who have moved house recently), is, however long you think it’s going to take or how many boxes you think you need, double or even triple it! 

Here are some tips to make the packing process easier:

• Before you do anything, declutter! The less you own, the less you have to pack. Hold a garage sale, join local pay-it-forward groups, donate good-quality items to charity or sell pre-loved items on online marketplaces.Ìý
• Decluttering applies to your fridge, freezer and pantry too – try to consume all perishable items before you move and plan meals to use up pantry items like tinned food. If there are non-perishable items you don”t want to take with you, consider donating to a local food pantry, charity or community group.Ìý
• Some removalists provide packing materials, such as bubble wrap, storage boxes or cardboard moving cartons, at an additional cost, but you can also source these yourself from storage warehouses, hardware stores and stationery stores. For a more sustainable option, companies such as and offer reusable, stackable storage boxes for hire, and they may also provide a trolley.Ìý
• Remember, you’ll need lots of cushioning material for delicate items – start collecting paper, old towels and bubble wrap you can use to wrap items before transport to prevent breakages.Ìý
• Allow yourself enough time to pack, and start well in advance of your move date. You don’t want to be throwing items indiscriminately into boxes in a hurry when your movers are knocking on the door.Ìý
• Allow time for disassembling furniture such as beds or bookcases. Unless your removalists have included this in your quote, they will not do this for you.Ìý
• Allocate boxes to each room in your house and label them carefully with the room they are going to and what’s inside, so movers know where to take them in your new place.
• Take photos of the back of electronic items if you need to remember how they were hooked up, and label electronic cords and chargers so you know what goes with what.Ìý
• Don’t forget about your outdoor area – do you have items such as pot plants, a compost bin, pet-related items or outdoor furniture you need to transport?
• Pack a box of items you’ll need as soon as you arrive at the new house and label it clearly – things like the kettle and tea bags for a well-deserved cup of tea at your new abode, or your bedding for the first night’s sleep.
• Don’t accidentally pack all your cleaning supplies – keep a box in your car so they are on hand for both the old place and the new place when you arrive. Need to know which products will help you get your old place clean for the new owners? Check out our cleaning product reviews.

The post Useful tips for moving house appeared first on ÌÇÐÄVlog.

On this page:

• If a package you've ordered and paid for hasn't arrived
• Next steps if you can't get a satisfactory resolution
• Australia Post scams and fake website scams to be wary of

In the best case scenario, the package has just been delayed a little by the retailer or courier service, and you can use tracking information to find out where it is.Ìý

In the worst cases, the package may have been lost, delivered to the wrong address, the retailer may not have been able to fulfil your order, or you may have been the victim of a scam.Ìý

Here are the steps you should follow if a package is missing.

If a package you’ve ordered and paid for hasn’t arrived

If you’ve paid for an item, the seller must supply the product either within the timeframe indicated at time of purchase or in the deliveries information on their website, or within a reasonable timeframe (the ACCC describes “reasonable” as “what most people would think is fair in the circumstances”).Ìý

If the expected delivery date has passed, and you’ve received no notification about a delivery attempt or any hold up with the delivery, here’s what to do next.

Step 1. Look for tracking information

Check your emails for any tracking information from the retailer or carrier, and see if you can work out where in the delivery process the parcel is.

If you have an Australia Post tracking number, for example, you can enter it in the , or on the .Ìý

Other tracking numbers can be entered into the website of the relevant courier service.Ìý

If the parcel is still out for delivery, you might choose to keep an eye on the tracking app or webpage for a couple of days to see if it progresses.

If it does appear to be stuck ‘in the system’, or the tracking info is saying it’s been delivered yet you’ve not seen it, or there’s no tracking info at all for you to check, it’s time to contact the retailer you bought it from.

ÌÇÐÄVlog tip: If the tracking info says it’s been delivered but you haven’t seen the parcel, check around your property or with neighbours in case the parcel has been left outdoors or delivered to the wrong address.

Step 2. Contact the retailer

If you can’t find any tracking details or other useful info on the whereabouts of your parcel, or the parcel seems to be stuck in transit, contact the retailer with your order number and address.Ìý

The retailer may confirm that the parcel wasn’t sent, in which case they need to send your order, or refund you if they can no longer fulfill your order. You’re also entitled to an explanation in writing as to why it is so late.

If the retailer has sent the parcel but it hasn’t arrived, then it’s their responsibility to follow up with the courier or postal service they used.

Between them, they need to work out a solution: you can either get the missing parcel replaced,  or get a refund.Ìý

Businesses aren’t obligated to give refunds just because the product you’ve bought is taking longer to arrive, but you are eligible for a refund if they’re no longer able to supply it at all.

ÌÇÐÄVlog tip: Even though it is the retailer’s responsibility to follow up the issue with the courier or postal service, you might choose to contact them yourself if you think it will result in a quicker resolution.Ìý

In the  section of its website you can find information on how to track parcels, and advice on what to do if you can’t find your delivered parcel. You can , and request specific help if your item is urgent, high value or sentimental (examples include time-sensitive documents, passports for urgent travel or clothing for a wedding party or funeral).Ìý

Next steps if you can’t get a satisfactory resolution

Hopefully your package can be found, or you can reach an agreement for a refund or replacement with the retailer. But if neither is the case you can take the issue further.

• If your issue is with the retailer or a courier other than Star Track couriers, contact your state consumer protection agency.
• If your issue is with Australia Post or Star Track couriers, contact the .

ÌÇÐÄVlog tip: If you’ve hit a wall with getting a resolution from the retailer and you don’t have faith you’ll receive the item, consider claiming a chargeback through your bank if you paid for the item on your credit card.

Australia Post scams and fake website scams to be wary of

Australia Post parcel scams

If you’re eagerly awaiting a delayed delivery, you may be more vulnerable to some of the scam texts targeting people in your position.

Beware texts that appear to be from Australia Post or a well-known courier service that tell you that there’s been an issue with your delivery, and then direct you to click on a link that may ask for personal details or a payment.Ìý

Sometimes these texts may even carry the sender ID of the organisation they claim to be representing, making them appear legitimate.Ìý

If you’re unsure, contact Australia Post through its official channels to ask if the communication is genuine.

Buying from fake retail websites

Another potential reason why your package hasn’t arrived is because you’ve inadvertently bought from a fake website or scam retailer who had no intention of sending you the goods.Ìý

According to the ACCC, there were at least 2760 reports of fake online stores in 2023, resulting in losses of more than half a million dollars. In total, online shopping scams cost Australians over $6.2 million, between 1 January and 30 September 2023.Red flags to look out for include websites with unusual URLs, typos and grammatical errors in the wording on the website or in the confirmation email (or a lack of a confirmation email), and huge discounts that may be too good to be true.Ìý

Follow our advice on how to spot and report a scam website including what you should do if you think you’ve been scammed. The first step is to immediately contact your financial institution to see if the payment has been taken out or if it can be stopped.Ìý

The post Delayed deliveries – what are your rights? appeared first on ÌÇÐÄVlog.

The National Disability Insurance Scheme (NDIS) connects about 400,000 people who have a significant and permanent disability to government funding for support and services.

One such person is Joshua Sale, who is 21 years old and has cerebral palsy. He had a close relationship with his NDIS-funded carer, who bathed him and took him on walks every weekend.Ìý

So Joshua’s mother, Nicole Johnson, was shocked when that service provider sued both her and her son over an unpaid invoice. The invoice had gone unpaid by the government scheme because of an overspend on Joshua’s NDIS plan.Ìý

Nicole never even received a legal letter. She only found out about the legal action when nearly $18,000 was garnished from her bank account. (‘Garnishing’ means a debt collector has successfully sued to take the money from someone’s account, which can be devastating for their credit rating.)

“I think it’s shocking, it should never have been able to happen,” she tells ÌÇÐÄVlog.

The NDIS later refunded about $16,000, but she says the ordeal has still left her out of pocket and with her credit rating in ruins, meaning she’s no longer even able to get a mobile phone plan.Ìý 

Systemic problem with NDIS

Joshua and Nicole’s case highlights a problem in the NDIS system where recipients of services end up taking on legal liability in the case of a dispute over payment.Ìý

Nicole’s bank account was garnished because she never received the documents telling her to attend court, which meant she couldn’t dispute the service provider’s claims.

This happened despite the fact that the service is paid for by the National Disability Insurance Agency (NDIA) and, in Nicole’s case, the funds are managed by an NDIA plan manager.

Although the services are paid for by the NDIA, the contract for the service is held between the NDIS recipient and the service provider, meaning the recipient is potentially liable if anything goes wrong with the payment.

Nicole wasn’t aware of this liability, and nor are many others. The system does have some safeguards in place, say industry insiders, but recipients are largely left on their own if the NDIS decides not to pay a provider’s whole bill because of an overspend on the provider’s part.

Advocates: ‘We need market regulation’

El Gibbs is a writer and advocate with a disability. She says cases like Nicole and Joshua’s highlight the need for stronger protections of NDIS recipients from the NDIS Quality and Safeguards Commission, which oversees NDIS providers.Ìý

“I think we need active market regulation that puts the needs of people with a disability and their families first, so that we’re more than consumers,” she says.

“We end up being the tin of beans passed around and sold to service providers, rather than [being] the person who does the purchasing of [services]”.Ìý

Dave Belcher from the Community Disability Alliance Hunter says the Commission lacks “teeth” and is not living up to its role of protecting NDIS recipients from service providers who overstep the bounds of their remit.

According to Belcher, a disproportionate number of people with disabilities are living below the poverty line, and access to the legal system to claim their rights or defend themselves is difficult at best.

“On the other hand, a large service provider, which brings in millions of dollars from people with disabilities every year, certainly has the resources to go in the legal direction,” he says.

Liability falling on most marginalised

Jo Evans, a senior solicitor in the Consumer Law team at Legal Aid NSW, says she’s more and more concerned about the number of cases she’s seeing of NDIS recipients being sued or facing action from debt collectors over unpaid invoices.

Evans says many people are involved in the process of arranging services for an NDIS recipient, including the NDIA plan managers and support coordinators. But when things go wrong, the liability sits solely with the recipient.

“When you’re dealing with debt collectors, or you’re in court, it’s just the plan participant and the service provider who are on their own to fight it out,” she says.

“We don’t think it’s fair, because the NDIS participant is often the most vulnerable person in the whole situation.”

Terrified of being made to pay

Amelia, who lives with a severe form of myalgic encephalomyelitis, was in hospital in early 2020 and needed extra around-the-clock care from a carer. There was an overspend on her NDIS plan, meaning the service provider is now chasing her for more than $10,000.

“I’m barely able to save $500 per year on my (disability support) pension let alone $10,000,” she tells ÌÇÐÄVlog.

She says she is terrified that she will be sued or face debt collectors over the bill, and that the situation has caused her stress and anxiety.

Want to share your story with ÌÇÐÄVlog? Contact investigative journalist Jarni Blakkarly at jblakkarly@choice.com.au.

Who is responsible for overspend?

Rachael Thompson, NDIS appeals manager at the Rights Information and Advocacy Centre in Victoria, says the organisation has also seen NDIS recipients being hit with lawsuits.Ìý

But she also sees things from the service providers’ viewpoint. When there’s an overspend on a NDIS plan, the service providers are often left unpaid for months. It’s only out of the patience and good will of some, she says, that even more recipients aren’t sued.Ìý

Ultimately, she believes, the problem lies higher up.

In cases where it was not the recipient’s fault, Thompson says, “the plan manager and the support coordinator have both sort of failed in their duties”.

NDIA says responsibility should be shared

A spokesperson for the NDIA tells ÌÇÐÄVlog that all service providers have to comply with the NDIS code of conduct, and that recipients are also responsible for making sure the provider doesn’t supply services over and above what was bought.

“Participants and providers both have obligations to make sure any purchased NDIS supports align with a participant’s NDIS plan,” the spokesperson says.

“Depending on plan management type, participants, nominees and their families and carers have a level of responsibility to make sure they purchase support in line with their approved NDIS plan.”

Dispute resolution scheme needed

Evans says cases such as these highlight the need for a binding dispute resolution scheme built into the NDIS. Any such scheme, she believes, should make plan managers, support coordinators, NDIS recipients, service providers and the NDIA itself equally responsible for resolving disputes between providers and recipients.

“There are multiple decision-makers involved in every service that’s contracted for,” she says. “So we would like to see a dispute resolution scheme that can bring all the parties to the table, including the NDIA, to resolve these disputes.” 

Belcher agrees that a dispute resolution service would be a great improvement on the current system, as long as it didn’t involve lawyers and was easily accessible to NDIS recipients.

Are you an NDIS recipient facing legal action? 

Seek legal assistance from Legal Aid in your state or territory.

The post NDIS recipients are being sued by their service providers appeared first on ÌÇÐÄVlog.

On this page:

• Which service came out on top?
• International postal prices
• How do the postal services stack up?
• COVID-19 delays

But with the boom in online shopping, Australia Post now competes with several other parcel providers. So are there viable alternatives to Australia Post for international parcels? And how is the COVID-19 pandemic continuing to affect these services?

To find out, we compared prices of five postal providers for a range of different parcel weights to a variety of destinations.

Which service came out on top?

Overall we found that the best postage service really depends on the size of the package you’re sending.Ìý

For lightweight packages (under 1kg)

Australia Post and Sendle were incredibly competitive – there wasn’t much between them. Sendle offers customers the convenience of door-to-door service and inclusive cover, but to use it you’ll need a printer and to have your parcel all ready to go before pick-up. Branches of Australia Post, on the other hand, are pretty much everywhere, so you can just walk into your nearest one without having to wait around for a delivery person. On the downside, Australia Post is slower than some of the more expensive carriers.

For 5kg packages

Overall Australia Post was cheaper (albeit slower) than the rest. Sendle does not currently offer an international delivery service for parcels over 2kg unless they’re going to New Zealand.

For 20kg packages

We found that some of the alternative postal providers are definitely more affordable when it comes to sending larger 20kg packages overseas. In particular, Interparcel reigned supreme in price – but not in delivery time. Ship2 Anywhere offers quick delivery, as does Pack & Send – so you’re paying the higher price for a faster service.

What we found

Due to the ongoing COVID-19 pandemic, many of the providers aren’t able to to deliver to some countries. Go to COVID-19 delays for more information.Ìý 

If booking through an online provider, you’ll need to have a way of knowing the weight and dimensions of the package and have access to a printer.

Parcel pick-ups can be convenient if you can’t get to a post office during opening hours, but they also lock you into waiting around until the pick-up person comes.

Redelivery costs can increase the cost of the parcel if the recipient isn’t home. Some of the alternative postal providers charge for redelivery.

International postal prices

(All prices are based on a package sent from postcode 2000)

For a 500g (21x28x5cm) package

For a 1kg (22x16x8cm) package

For a 5kg (31x22x10cm) package

For a 20kg (40x30x30cm) package

How do the postal services stack up?

Australia Post

As the national postal provider, Australia Post has lots of post offices in cities and regional areas. Unlike letter prices, parcel prices aren’t regulated and are subject to the pressure of competition (we noticed that Australia Post had slightly reduced its prices for lighter weight parcels to some locations since we last checked in 2017).

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For parcels up to 5kg Australia Post is often the cheapest (and probably the most straightforward option). But if your package is 5kg or more it’s definitely worth shopping around.

Lodgement experience 

Straightforward, but you need access to either a post office or street posting box. You’ll also need to fill out a customs declaration for all international parcels.

Delivery times 

Australia Post’s current estimate for standard international shipping will vary depending on the destination, but it generally takes longer than some of the more expensive carriers. Please see its website for .Ìý

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These are handled by the national postal service in the destination country.

Cover

Cover for loss and damage isn’t included unless the parcel is registered. But you can buy Extras Cover ($2.75 per $100 of your parcel’s value) for items valued up to $5000.

Sendle

An Australia-based company, Sendle claims to be a fully carbon-neutral service that competes primarily with Australia Post, delivering parcels around Australia and smaller packages (under 5kg) around the world, although it can also deliver heavier items to New Zealand (only).Ìý

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For parcels up to 5kgs, Sendle is incredibly competitive with Australia Post. Beyond 5kg, Sendle’s services are limited – and expensive.

Lodgement experience 

You lodge parcels online and print labels and customs forms at home before someone picks up your parcel.Ìý

Delivery times 

Sendle estimates New Zealand delivery  between 10–16 working days; Asia and the Pacific, North America and Western Europe 10–28 working days; and the rest of the world 14–30 working days.Ìý

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Door to door. If your recipient misses the delivery at the other end, Sendle may make one attempt to redeliver the parcel free of charge.Ìý

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Cover for loss and damage is included, with cover up to $100 for standard and premium accounts and up to $300 for pro accounts. You can also buy extra cover ($1.95 for each additional $100 of cover) for items valued up to $1500.

Pack & Send

Pack & Send is a global courier offering international one-off shipments for customers.

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Consistent with our findings in 2017, Pack & Send was neither the cheapest nor the most expensive, although it was usually more expensive than Australia Post. Pack & Send’s value is in its faster delivery. Prices are charged on whichever is greater – weight or volume.

Lodgement experience 

You lodge ‘self-service’ parcels online and print labels and customs forms at home before someone picks up your parcel. For certain items, you may need to drop your parcel off at a Pack & Send service centre, where you can also get the full service (which may be limited to city centres). Beware of possible extra charges, including: booking alteration charge ($20), incorrect weight charge ($10), futile booking charge ($20), paperwork charge ($15), redelivery charge ($15 for each redelivery attempt until successful) and storage charge ($2.50 for each day that goods aren’t collected).

Delivery times 

Pack & Send’s current estimate is 1–2 days for express services and 2–3 days for standard international shipping, which is much faster than both Australia Post and Sendle.Ìý

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To the door. Beware the discretionary $15 redelivery charge if the recipient isn’t there to collect the parcel.

Cover

Cover for loss and damage isn’t included, but you can buy ‘Freight Plus Warranty’ cover at $2 for items with a declared valued of $100.

Interparcel

Interparcel operates as a parcel broker between individuals and courier companies such as UPS, DHL, Startrack and FedEx.

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For lighter parcels (1kg and less), Interparcel is reasonably competitive with Australia Post and Sendle. In the 20kg category, we found Interparcel to be unbeatable in price.

Lodgement experience 

You lodge parcels online and print labels and customs forms at home before someone picks up your parcel. Beware of extra charges, including: incorrect weight charge ($10); a charge if you’re out when the driver tries to collect the package ($10); and a charge if you want a hard copy of proof of delivery ($10).

Delivery times 

Interparcel’s estimate may vary depending on the carrier and type of service you choose.Ìý 

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To the door, but if the recipient isn’t there to collect, there may be a redelivery fee, depending on the provider.Ìý

Cover

Cover for loss and damage is included, with cover up to $100 in value if the shipment requires a signature. You can also buy extra cover (up to the value of $2000) if you need it.

Ship2Anywhere

Ship2Anywhere partners with DHL, TNT and Aramex so that customers can make one-off international shipments.

Cost

In our price check, we found Ship2Anywhere to be generally the most expensive service. Prices are charged according to weight or volumetric weight – whichever is greater.

Lodgement experience 

You lodge parcels online and print labels and customs forms at home before someone picks up your parcel.

Delivery times

Ship2Anywhere’s current estimates vary depending on the destination. No general details are available on the website except when you get a quote for a parcel.

Deliveries

To the door. If the recipient isn’t home, a calling card is left and the recipient can either redirect the parcel or arrange a redelivery.

Cover

Cover for loss or damage is included free of charge up to the value of $500 and you can buy extra if you need it (up to the value of $7500).

COVID-19 delays

Australia Post

Australia Post states on its website that overseas restrictions and disruptions are affecting most services.  In March 2021, a temporary International Linehaul Surcharge was introduced for parcels sent to affected  destinations, which Australia Post says is to help recoup some of the higher costs caused by reduced air-freight capacity during the pandemic.

At the time of writing (May 2021), the company is advising customers that limited flight availability and increased COVID-19 restrictions mean items sent to and from India, Thailand and Israel may be delayed. Some other countries are not currently accepting deliveries due to COVID-19 restrictions. The has up-to-date details.

Pack & Send

It’s business as usual in most of the 220-plus countries and territories that Pack & Send deliver to. But because of the changing nature of the pandemic, certain routes can sometimes be affected by the measures that countries put in place to curb the spread of the virus.Ìý

Pack & Send is currently advising customers who have time-sensitive international freight to add an extra day to the normal transit time.

Interparcel

Interparcel says there may be delays on international services and is advising customers to allow an extra three-to-four business days – on top of the displayed transit times – for all International Express orders.Ìý

Because Interparcel offers various carrier options, these delays will vary. For example, it says on its website that DHL eCommerce shipments are subject to delays of up to 15–21 business days on top of the originally quoted transit time. The company suggests customers use the UPS Express Saver service for urgent international shipments instead. Visit the for more details about delivery delays and suspensions.

Ship2Anywhere

At the time of writing,  there is no information on the Ship2Anywhere website about the impact of the COVID-19 pandemic on the company’s international services. We emailed the support team to find out more, but got no response.Ìý

Sendle

The company says there are some delays to its international transit services because of limited or cancelled international flights and country-specific restrictions. Also, it’s currently unable to send parcels over 2kg to most countries (except New Zealand) and deliveries to others have been temporarily suspended. Go to the for further information.Ìý 

Skippy Post

Although we’ve previously included Skippy Post in our International shipping price comparisons, the company has since advised its customers that all new shipments have been suspended until further notice because of the pandemic’s ongoing impact on international air traffic and freight cargo capacity. But the company says on its that it hopes to begin opening up routes to specific countries again in the future.Ìý

The post Best international postal services appeared first on ÌÇÐÄVlog.

On this page:

• Cleaners
• Handypeople
• Gardening and lawn work
• Errands
• Meal prep and grocery delivery
• Babysitters and nannies
• Dog walkers
• Declutterers
• Laundry and dry-cleaning

One way to inject more balance into our lives is to outsource the tasks we don’t want to do so we have more time for the things we love.Ìý

If the idea of spending your Saturday scrubbing plaque from your shower screen makes you want to scream, consider these outsourcing tips – and buy yourself some ‘me time’.

Cleaners

The 2016 Census found that 26.5% of employed women and 14% of employed men reported doing more than 2.5 hours of housework a day. Why not claw back some of that precious time by hiring a cleaner?  

One of the easiest ways to find a cleaner that you can trust is through an agency. Many agencies give you the option to book in a regular clean or just a one-off (such as spring cleaning or end-of-lease cleans).Ìý

The cost can range from $20 to $50 an hour. Some agencies may also offer a discount for your first clean as an incentive to go with them.Ìý

Most agencies will offer a ‘satisfaction guarantee’ and have their own insurance (up to a certain amount) and their cleaners will have their own equipment. If it’s not stated on the website, you can also ask for a breakdown of what they’ll do in each room, so you know what’s included. Don’t just assume that your venetian blinds will get done – always check first.

Another way to find a reputable cleaner is through community noticeboards, local Facebook groups, or outsourcing sites such as Airtasker.

Handypeople

It’s often the jobs that sound simple that end up taking up most time. Need to fix that dripping tap that’s become the background noise to your dreams? Don’t want to watch YouTube videos on how to do it or make a trip to Bunnings for a washer? Sometimes it’s just easier to call in a professional.

To find a handyperson, check online franchises and directories, such as , Yellow Pages, 1300 All Trades or – an Australia-wide handyperson franchise, or get recommendations from friends or local Facebook groups.Ìý

Of course, if you rent, you should contact your landlord first if anything’s gone wrong with the property or the fittings included in your lease.

Gardening and lawn work

The best way to find someone to bring their green thumb to your yard is through word-of-mouth – check out local Facebook groups or ask a friend with a really nice garden.

Failing that, there are directory services such as Hipages that will collect quotes from gardeners in your area for you to compare. You can expect to pay about $40 an hour.Ìý

There are also franchises such as Jim’s Mowing, which have a host of skilled gardeners who have their own equipment and come with a 100% satisfaction guarantee. Or why not ask shops that sell lawnmowers? Some stores may have the details of a local lawnmowing business.Ìý

Errands

Got a small job you need doing quickly? You might want to try posting your job on – an online service that works like a virtual community noticeboard. It connects you with people living nearby who can help with any number of tasks from housework to computer problems to major rubbish disposal. Oneflare and TaskRabbit are similar services.

But be thorough – always check online profiles and other customers’ reviews before choosing the person you think is best for the job. Once they’ve finished it, you can leave an online recommendation for them, much like on eBay.

Always take care when meeting people you’ve found online. Feel free to ask for identification and, if at any time you feel in danger, call 000.

Meal prep and grocery delivery

A meal delivery service that comes with a recipe (based on your preferences) and the exact amount of ingredients you need can be a huge timesaver – it can also cut down on food waste. Services such as Marley Spoon and Hello Fresh even let you to customise your box. Three meals for two people will cost you between $47.95 and $69.95 a week.

If you don’t have time to cook at all, then a prepared meal service might be the answer. Businesses such as The Dinner Ladies and YouFoodz deliver prepared meals (you choose from their range) to your house so that all you need to do is heat them up. And because these meals are often freezer ready, you can order them ahead of time and whip them out when you’re particularly busy.Ìý

Alternatively, if you’re happy cooking but can’t face going to the supermarket, Woolworths and Coles will deliver your weekly shop for you, or you can click and collect it to save yourself a delivery fee (where available).

Babysitters and nannies

If you need someone to watch over the kids now and again, and you’ve used up all your favours with family and friends, you’ll need a good babysitter.Ìý

Babysitters should enjoy working with kids, be capable and responsible, and hold a First Aid Certificate.

Something else to consider is whether they have a Working with Children Check (depending on where you live, it may be called Working with Vulnerable People, Working with Children Clearance, Ochre Card, or Blue card). A check of this kind is required for most people working with children, whether paid or voluntary.Ìý

If you need a more permanent arrangement and can’t or don’t want to use a childcare centre or family day care, employing a nanny might be a better option. You’ll have more control around your child’s activities, and it may suit you better if you need flexible childcare. It might also be more economical if you have more than one child.

Before you start looking, decide:

• if you want a full-time or part-time nanny
• if you’d like them to live in or out 
• if you want them to have childcare or teaching qualifications
• if you want them to have a First Aid certificate or a cardiopulmonary resuscitation (CPR) qualification
• if you want them to do housework, such as cooking and cleaning
• if they’ll need a driver’s licence and/or can use your car
• what level of experience you’d like them to have.

Dog walkers

If your dog is copping the short end of the rarely thrown stick because you don’t have time to give it the exercise it needs, a dog walker could be the answer.

Check (which has a partnership with RSPCA Qld) or google ‘dog walkers’. Some will also offer dog washing and grooming.

Before you hire a dog walker, make sure your dog is vaccinated, desexed (if over six months) and not aggressive.

It’s also good to meet the dog walker in person, not only to check that your dog is comfortable with them, but also to check that you trust them too, as you may need to give them your house key if your dog is indoors.Ìý

There aren’t any official qualifications for dog walkers, but you could check if the walker is registered with the , the body that represents pet services and ensures members adhere to their national code of practice.Ìý

The RSPCA also offers a pet first aid course in some states, which might be desirable for a dog walker.

There are also ‘doggy daycare’ centres that can take your dog for a whole day, and will provide a walk or two and usually plenty of other dogs to play with.

Declutterers

If you can’t face the idea of channelling your inner Marie Kondo, there are plenty of professional declutterers to do it for you. After all, the less cluttered our houses are, the less stuff we need to dust (or pay cleaners to dust).

You can search for declutterers who are accredited members of the Institute of Professional Organisers through their website: .

Laundry and dry-cleaning

Got a pile of clothes languishing on a chair in the corner of your bedroom that you plan on taking to the dry-cleaner (sometime, maybe)? There’s an easier solution, and it lies in your phone.

Door-to-door laundry services are growing in popularity in Australia and  several companies are popping up in different cities.Ìý

If you live in Perth or Sydney, will pick up your drycleaning and laundry, clean it and drop it back to you. Prices start at $4.95 to dry-clean a shirt and $6 per kilo for your laundry. Like all drycleaners, they can’t clean everything, but they also have a quality guarantee whereby they’ll reclean anything you’re not satisfied with.

is a similar service operating in Melbourne, Brisbane and Sydney. Just make sure you read the Google ratings before you entrust them with your clothes.

Your rights when outsourcing

Regardless of what service you’re using, you’re within under Australian Consumer Law to ask for a repair, replacement or refund if the work wasn’t up to scratch – that is, if what you paid for:

• was done carelessly
• wasn’t completed
• was done by a person without the necessary skills for the job
• wasn’t in line with what you asked for (for example, you asked a handyperson to install a dog door and your dog can’t fit through it)
• didn’t give you the results you asked for (that tap is still dripping)
• wasn’t completed within a reasonable timeframe (you should always agree on a deadline with the contractor).

The first thing to do is approach the business or provider directly, explaining why you’re unhappy with the service and what you’d like them to do about it. If the person you’re dealing with won’t help you, ask to speak to someone with more authority, such as the manager.

If you’re still not satisfied, contact the ACCC ( / 1300 302 502) or get in touch with the consumer protection agency in your state.

Your responsibilities when outsourcing

If you’re employing people to help with domestic chores, such as cleaners, handypersons or even assistants, most states require you to have Domestic Workers Compensation Insurance.Ìý

But the details vary for each state – for example, in NSW, you don’t need this insurance if you’re paying all staff less than $7500 a year in total.Ìý

Contact WorkCover in your state or territory to check whether you need it, how to arrange it, and what you can expect to pay. And if you’re using an agency for their services, check that they have their own public liability insurance.

The post How to outsource cleaning, home maintenance, childcare and more appeared first on ÌÇÐÄVlog.

On this page:

• How much do lawyers cost?
• Understanding lawyers' costs agreements

As soon as you hear the word ‘lawyer’, you might think of sharp suits and expensive legal fees, growing with every email or phone call you receive. But understanding how lawyers in Australia charge will help ensure that if the day comes, you can be more confident you’re getting what you pay for.

How much do lawyers cost?

Summary

• A 2015 ‘uniform law’ governs around 70% of lawyers and what they charge.
• You should be offered a costs agreement upfront.
• Lawyers’ hourly rates commonly range from $350 to $650.
• What you’re charged will depend on a number of factors including the seniority of your lawyer and the size of the firm.

Understanding lawyers’ costs agreements

Summary

• Get the costs agreement in writing.
• The way legal fees are traditionally structured can be tricky for clients to understand.
• Even when you win at trial you might still be out-of-pocket.
• Taking a matter to court can easily cost tens or even hundreds of thousands of dollars.

Hourly rates vs fixed price agreements

Summary

• The case of the two-fingered typist.
• Fixed fee agreements can help to avoid unnecessary charges.
• Fixed fee agreements are difficult in cases where there is litigation as the process is too uncertain.
• If not using a fixed fee agreement it’s a good idea to ask for frequent invoices.

No win, no fee: is it worth it?

Summary

• These sorts of arrangements are common where the client has a good chance of successful litigation but doesn’t have the means to fund the case.
• The firm might take a larger slice of the payout than usual to compensate for the risk of taking on the case.
• Even with ‘no fee, no win’ cases you may still be out of pocket.

Legal aid, pro bono and more affordable legal options

Summary

• State and territory legal aid agencies can provide advice over the phone and help with straightforward matters.
• Access to legal aid for more complex matters will depend on a number of factors.
• Other nonprofit community legal centres may also provide help for free or at low cost.
• Some cut price options may cause problems in the future, so take care.

Contesting the bill

Summary

• First talk to your lawyer.
• If you can’t resolve the issue, there are organisations who can help.
• Your next step will depend on what state you live in.

The post Legal fees: how much should they cost? appeared first on ÌÇÐÄVlog.

On this page:

• The results of our survey
• Australia Post's policy on delivering parcels
• Common parcel delivery problems
• Why parcels aren't being delivered
• What you can do about it

The results of our survey

We asked a nationally representative group of 1025 Australians in July this year about their experiences with parcel delivery. Of the 643 people who’d had parcels delivered in the previous 12 months (through any parcel service), we found that more than 50% had experienced a problem.

Topping the charts for those customers who had experienced problems was the mystery of the delivery notification card being left in the letter box even though someone was home at the time of delivery – with one in four people (24%) having experienced this problem. Other problems included unreasonable delay (23%), a missing parcel or failure to deliver (14%) and the parcel being left in a vulnerable position (11%).

These problems aren’t necessarily isolated to Australia Post (we’ve certainly heard complaints about a number of parcel delivery services), however, it’s understood Australia Post is the main provider of parcel delivery (although that will likely change going forward as competition increases).

Australia Post’s policy on delivering parcels

Each week, Australia Post delivers 60 million postal items to more than 11 million addresses. Under the Australian Postal Corporation Act 1989 Australia Post is obliged to offer a letters service, which is protected from competition. The prescribed standards currently require this service to be available to 98% of addresses on a daily basis (except weekends). However, unlike the monopoly letters service, for which prices and delivery times are also regulated, Australia Post’s parcel service operates in a competitive environment and is not subject to the same regulation.

Australia Post’s current delivery estimates for domestic parcels vary anywhere from two to six days, depending on the parcel’s starting point and destination. As this is only an estimate, Australian Consumer Law would still require the parcel be delivered within a reasonable period of time.

Australia Post plays down problems with its service quality, with a spokesperson saying: “There has been no reduction in Australia Post’s performance levels. Our parcels network continues to deliver more than 95% of all parcels on-time or early.” But, while parcel prices continue to increase, on-time deliveries have decreased – from 97.8% in 2013–14 (when the company’s target was 96%) to the 95% Australia Post says it’s currently achieving. Nevertheless, 95% seems reasonable. One explanation for the contrast with consumers’ experiences could be the way on-time deliveries are counted, with non-attempted deliveries (the drop-a-calling-card-and-run technique mentioned above) potentially boosting on-time figures. According to Australia Post’s terms and conditions, a parcel is deemed to be delivered either once it’s been handed over to the addressee, or if that’s not possible, once a card is left advising the addressee the parcel is available for collection.

While there is no specific obligation in the legislation for Australia Post to deliver to the door, there is a general requirement for this under Australia Post’s policies. An Australia Post spokesperson told ÌÇÐÄVlog that its national ‘Knock and call out’ process “requires our posties and drivers to knock at our customers’ doors three times before leaving a card”.

And for those who aren’t at home during the day, parcels that don’t require signatures are able to be left, provided there is a safe place to do so, under Australia Post’s ‘Safe Drop’ policy. No doubt people’s definition of “safe” can vary, which is likely to result in issues with parcels being left in vulnerable positions.

Common parcel delivery problems

The image painted by Australia Post about its service quality is different not only to our research, but also to the figures in the Postal Industry Ombudsman’s (PIO) latest annual report. In 2014–15 there were 5613 complaints made to the PIO about Australia Post (only 5351 were in jurisdiction, i.e. the complaint was a result of Australia Post’s actions) – a 38% increase on the previous year’s figures. It’s not an isolated increase either. Complaints to the PIO have been steadily increasing (they’ve almost tripled) since the office was formed in 2006. The top complaints about Australia Post related to lost letters/parcels and delivery problems (such as the failure to attempt delivery and incorrect safe drop procedures) – accounting for 31% and 27% of complaints respectively.

It’s difficult to compare these statistics with other providers as Australia Post is the only mandatory member of the PIO. However, there are six voluntary members, which received a total of 16 in-jurisdiction complaints in 2014–15 – a 60% increase from the previous year.

Carding issues

The failure to even attempt delivery isn’t exactly a new problem. The PIO first investigated the issue back in 2008 (although even then they acknowledged it wasn’t a new problem) when they noticed a dramatic increase in the number of complaints linked with notification cards. The PIO recommended that Australia Post review its procedures relating to notification cards as well as the guidance it provided to its delivery people.

Australia Post’s response was to conduct a national communications program for its parcel contractors. The program would remind delivery people it was a “to the door” service and that notification cards weren’t to be left “unless delivery ha[d] been attempted by attending the address and establishing no-one [wa]s in attendance to accept the article for delivery”. Australia Post added: “Where required the contractual provisions regarding non-compliance will be enforced. This can involve formal warnings or notices of breach of contract depending on the nature of the failure to comply.”

But these measures didn’t solve the problem. Since 2008, the PIO says it has seen a significant increase in the number of complaints relating to delivery and notification cards. That said, it has also seen an increase in complaints overall. Nevertheless, “the ratio of complaints concerning delivery issues i.e. carding, safe-drop and signature on delivery, have remained relatively the same,” the PIO told ÌÇÐÄVlog.

Why parcels aren’t being delivered

A quarter of parcel-receiving Australians in our survey having experienced a failure to attempt delivery is a surprisingly high number – so too is the similar number experiencing an unreasonable delay in delivery. Figures this high are unlikely to be explained by ‘rogue’ posties and point to a more systemic explanation. So what’s going on?

Some delivery issues may be explained by circumstances in which a delivery person isn’t required to attempt delivery. This may be because there is a risk involved such as an aggressive dog (according to Australia Post, there were 280 dog-related incidents last year), or there’s a locked gate preventing access, or the mail on the delivery truck would be out of sight if they entered the premises (this can often be the case in rural areas where there are long driveways).

But this doesn’t explain all the issues. One contractor we spoke with who’s been delivering parcels for the past 14 years says he believes many of the issues with parcel deliveries are linked with the cost and time pressures placed on sub-contractors. “There are a lot of problems at the pointy end,” he says. The end deliverer is often paid very little and is given runs that are impossible to complete in the timeframe.

The Communications Electrical Plumbing Union (CEPU) represents Australia Post workers – both employees and contractors – and Jim Metcher is the NSW state secretary of its Postal and Telecommunications branch. Metcher explains that all parcels under 2kgs are delivered by Australia Post employees, who are paid an hourly rate. Any parcel over 2kgs will be delivered by a contractor, or the contractor may sub-contract out the work – yet one step further along the chain of command from Australia Post. Contractors are paid a piece rate: “the average is $1.70 to $1.90 per parcel, depending on the number of parcels and the geographical location,” says Metcher. “A subbie isn’t getting that.” They would be looking at more like $1.10–$1.20 per parcel, he says.

Compare that to the current rate for a prepaid 3kg parcel satchel, which is $13.80, and it’s clear there’s a mismatch. On average, contractors are delivering between 200 to 250 parcels a day, says Metcher. The number of hours worked varies depending on the size of the suburb the contractor is servicing and the traffic, but say a parcel delivery person works to deliver 250 parcels in eight hours, that allows just under two minutes per parcel delivery. Add to this equation traffic and parking and it’s not hard to see why parcel delivery people might be cutting corners.

The dramatic shift happening in the postal industry – as we move away from letters towards parcels – has clearly put Australia Post under pressure, too. Australia Post’s reserved letters division bled $283m from the company last year. Meanwhile, its profit-making parcels division has been working to subsidise these losses, which has no doubt also been part of the reason increases in parcel prices aren’t flowing on to an improvement in service quality.

What you can do about it

None of this really solves the frustrating experience of non-deliveries, or delayed and lost parcels.

It’s now much easier to trace delivery drivers (thanks to technology) and Australia Post says it will investigate each complaint on its merits. So if you’re experiencing problems with non-deliveries, or significant delays, it’s worth making a complaint (and social media can be a good way to get a quick result).

Lost mail?

When it comes to lost or damaged parcels, you may be entitled to some compensation. Even if the parcel hasn’t been sent via Registered Post or had Extra Cover purchased (these services provide varying levels of compensation up to certain amounts), regular parcel items may also be eligible for compensation (Australia Post says a maximum of $50 and a refund of postage costs).

Australia Post’s alternatives

Australia Post provides a number of alternatives for having your parcel delivered, and as more parcel companies (which already offer options such as night-time deliveries and convenience store pick-ups) compete, its offerings are likely to become more innovative. As it stands, Australia Post customers who sign up for a MyPost account are able to utilise a number of substitutes to the standard ‘to the door’ service. These include:

• Parcel lockers: You can send your parcel to one of the 250 parcel lockers in various locations and pick up your parcel 24/7 for up to 48 hours.
• Parcel Collect: A Parcel Collect address lets you direct to a post office for pick-up.
• Safe Drop: If you’re not fussed about signing for your parcel, you can arrange to have the parcel left in a safe place when you’re not home – be aware that if the parcel doesn’t turn up you may have difficulty arguing it out.

Australia Post is also trialling night-time deliveries. It may mean you’re more likely to be home at delivery time but might not reduce the pressure on posties. Time will tell if it solves the problems.

The post Parcel delivery and postal problems appeared first on ÌÇÐÄVlog.

On this page:

• How not to get scammed by a removalist
• How does removalist insurance work?
• How to lodge a removalist complaint

Fair Trading has received over 40 complaints about the company – a laundry list of removalist sins, including losing and breaking items, failing to arrive at the scheduled time, and failing to arrive at all.

The business has allegedly also engaged in a classic removalist flimflam: changing delivery times without notice, storing the items at an additional charge, and then holding the goods hostage and asking for extra money to pay for the storage costs before agreeing to deliver.

Stanley has also failed to provide receipts and contracts when asked.

The collective financial detriment to consumers so far as a result of dealing with Bustamove Removals is believed to be around $69,000.

“Damage to goods during a move is bad enough, but loss of possessions, failure to deliver on time and failure to provide the basic requirements under the Australian Consumer Law compounds consumer distress and dissatisfaction,” said Commissioner Rod Stowe.

How not to get scammed by a removalist

Do your research

• Shop around by reading through customer reviews on independent websites
• Ask friends and family to recommend a removalist that they or a friend of theirs have used and were happy with
• Check whether the removalist is accredited by the Australian Furniture Removers Association () – if they are, they have to meet certain standards aimed at protecting consumers.

Ask the right questions upfront

• What is the total cost of the move?
• What exactly is included in the cost? Do they charge by the hour or is it a flat rate?
• Are there any additional costs you may need to factor in?
• How long will the move take?
• If there are any delays on the day, is there an extra cost involved for storage?

Get an accurate quote

• Always insist on a written quote after providing detailed information about your move
• Make sure the quote is itemised and the removalist can account for every charge
• If you need more information about certain charges, ask for it and make sure everything’s clear before accepting the quote.

Get a contract that clearly spells out the agreement

Make sure it includes:

• the complete details of the service being provided
• the pick-up and delivery address, dates and times of the move
• a household of goods being moved
• details of insurance for any loss or damage.

How does removalist insurance work?

Taking out removalist insurance can be a good idea, especially if it’s a big move and everything you own, including expensive and breakable items, is on the line. For smaller moves, it’s a case-by-case situation. You probably don’t need insurance for a small truckload of solidly built and well-protected goods unless you want to be extra careful – which is not necessarily a bad idea.

Removalists don’t have to provide insurance for your worldly possessions during a move, and most only have insurance that covers their vehicle in case of an accident. But if the removalist in accredited by AFRA, they’re authorised to provide transit insurance for everything in the truck.

Transit cover insures your goods while they are being packed and moved by removalists or stored in the course of the move, but you will have to pay for it. If your goods need to be stored beyond the course of the move and you want to extend the insurance, you’ll have to pay an extra premium.

Home and contents insurance

About half the insurers in our most recent home and contents insurance review offer some form of removalist-related insurance, but many don’t cover accidental damage during the move. Some offer cover while in transit but no cover at home until all your goods are in one place – so if half your contents are in your old home and half are in your new one, they won’t be insured at either end.Ìý

Other insurers have time limits, generally ranging from 14 to 30 days, during which they will cover your contents in both your new and previous residences.

Who’s liable?

Some removalists insure themselves against damage to your things. If this is the case, make sure you understand what the removalist covers and doesn’t cover, and in which circumstances the insurance applies.

If you pack or unpack yourself and something is damaged, the removalist generally won’t accept liability.

How to lodge a removalist complaint

Step one: Try to sort out the problem with the removalist yourself, before lodging a complaint with the fair trading agency in your state.

Step two: If step one doesn’t work out to your satisfaction, go ahead and lodge a complaint. In NSW, you can online or by calling 13 32 20. In other states and territories, complaint lodging advice is available on the websites of the respective agencies.

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What is life coaching?

In a nutshell, “the role of life coaching is to identify personally meaningful goals, as well as strategies to achieve them – whether it’s re-energising yourself and your career, setting up a business, or meeting some health goal,” says , director of the at the University of Sydney.

Jenny Devine is president elect of the , a professional association for coaches, including life coaches. She sees the role of the coaching process as helping an individual to create a vision of where they want to go in their life, supporting them, and helping them to find the strategies they need to get where they want or need to go.

Devine emphasises the collaborative process of hiring a life coach, pointing to the ICF’s definition of coaching, which is “Partnering with clients in a thought provoking and creative process that inspires them to maximise their personal and professional potential.”

“It’s absolutely what we’re about,” she explains. “It’s a partnership, where we work together. It’s not a hierarchical relationship, where we [the coach] tell you what to do.”

What it’s not

Coaching is not therapy, and life coaches aren’t necessarily trained to deal with mental health issues. If there are major psychological issues holding you back – such as anxiety, depression or distressing events from your past – speaking to a psychologist would be more appropriate. Similarly, if there are dysfunctional patterns in your work or personal life that keep occurring, a psychologist may be better able to help you resolve these.

However, given the high prevalence of mental health issues in the community, it’s inevitable life coaches will come across people with other issues.

According to Dr Grant, “A high proportion of people will have some anxiety or depression – maybe as high as 40%. Coaches don’t deal with treating anxiety and depression. On the other hand, when people have some goals and are able to achieve them, the anxiety or depression may also improve.”

While some life coaches may have a background in psychology, specialist coaching psychologists offer the best of both worlds, being highly trained in both areas to better enable them to offer the right advice and guidance for people in need of additional help. An ethically minded life coach will identify when they’re out of their depth and refer the client to a psychologist or other mental health professional.

The other major misconception about life coaches is that they give advice and tell you what you should do. If this is what you need, a business consultant, a personal trainer or a mentor might suit you better. Life coaches are trained to get you to identify what it is you want and how you might achieve that.

What aspects of life do they coach you in?

Many life coaches choose to specialise in a particular area, depending on their own particular interests and expertise. As they are often coaching as a second or third career, or as a sideline to their main career, they may have extensive experience in their specialty area.

Executive coaching

For help with time-management skills, motivation, managing stress, encouraging innovative thinking, leadership skills and achieving work-life balance.

Business coaching

For business owners looking for strategies to establish, grow and/or adapt their business and helps with goal setting, motivation and stress management.

Workplace coaching

Tends to be implemented organisationally, and focuses on individual and team performance, motivation, team building, change management and specific workplace problems.

Career coaching

Can help people with career changes and with transition – whether voluntary or forced via redundancy or sacking – or re-entering the workforce. It can also help identify personal strengths, interests and motivations relevant to job satisfaction.

Health and wellness coaching

Can help people identify and change lifestyle patterns that have a negative effect on health, looking at nutrition, exercise, stress and work-life balance.

Life cycle or life stages coaching

Addresses changes or transitions associated with particular stages of life, for example changes in family structure, career changes, and changes in an individual’s sense of purpose.

Relationship coaching

Addresses issues that affect the ability to have successful relationships.

The main areas of coaching in Australia are executive, leadership and business coaching.

What are their credentials?

One of the biggest bugbears among industry professionals is the lack of regulation of life coach credentials and qualifications. As it stands, anyone can call themselves a life coach, with little or no specific training in coaching. For consumers wanting to employ a life coach, qualifications and membership of a professional organisation are important indicators of the person’s coaching credentials.

Qualifications

At one end of the qualification scale (assuming they’ve had any training at all) is a “Certified Life Coach”. We found an online course for only US$69.99 “which could take you from 1 week to a month” to complete and at the end you get an official-looking logo and can “display the credentials ‘Certified Life Coach’ on all your business correspondence”. Credentials, maybe. But credibility? Not so much.

At the other end is Masters level postgraduate training through university-level psychology schools, which takes two years full time, following the minimum three years for a relevant undergraduate degree. In between are Certificate IV, Diploma and Bachelor’s degree qualifications.

Many life coaches will have additional qualifications – psychology, counselling, health sciences, business and marketing are typical – which increase their expertise in these areas.

Professional membership

The main professional association for life coaches in Australia is . Other associations include the Asia Pacific Alliance of Coaches (), the and the .

Members of these organisations have to meet certain skills, training and experience requirements, and must have a recognised qualification in life coaching. They also have to abide by a code of ethics, which gives clients some recourse if the coach has acted unethically. ICF operates internationally with cross-border jurisdiction, which is useful in the digital age where clients can be coached by someone overseas.

Level of training and experience

ICF offers different levels of credentials, depending on the amount of training and experience the coach has. Associate coach is the starting point, followed by professional coach, then master coach. These certification levels should be considered in the context of other qualifications and experience. For example, a psychologist or business consultant who’s an associate coach might have only the minimum of coaching experience, but a wealth of professional experience and expertise to draw on.

It is definitely a good idea to look for some level of accreditation with one of the main professional associations though, when considering a life coach, even if only so you will have an avenue of recourse should something go wrong.

What happens in coaching?

Starting with an initial meeting, where the issues confronting the client are discussed and the scope of coaching is established, some early priorities and desired outcomes are established. This may include setting some short-term goals as well as longer-term ones.

The theoretical underpinnings of the approach used vary according to the training and background of the coach, but all are based on a solution-focused, goal-directed process that leads towards achieving insight and actionable plans. According to Jenny Devine, coaching tends to work pretty quickly, and after a couple of sessions you should be feeling a sense of progress.

Meetings may take place regularly or on an as-needed basis, and while it very much depends on the particular situation, Devine suggests that six to 12 sessions is about the average number required, though some coaching may go on for years.

How much does it cost?

A survey conducted on behalf of ICF found that the average hourly rate for life coaching was around $300. Coaching costs which are related to an individual earning income – for example, executive coaching or leadership skills – may be tax deductible.

Finding a life coach

If you’ve decided a life coach could be helpful to you, your next step is to find one. Apart from word of mouth or searching online for ‘life coach’, the ICF Australasia website has a .

What to look for

• First and foremost, it’s important that you feel comfortable with the coach, and that you can trust them. When you meet the coach for the first time, how well do you click? Do you understand each other?
• What are the coach’s life coaching credentials? Do they have other qualifications, and what relevant experience do they have? Also, what’s their specialty area?
• Are they a member of either the ICF or another professional association?
• What sort of interaction do they use? Some coaches do only face-to-face coaching (or may do so initially), some do Skype, VoIP, telephone or email coaching, and some do a mixture of methods.
• Is the coach readily available and do they encourage you to contact them? How quickly can they get back to you via telephone or email? 24/7 access isn’t realistic, but you don’t want to be waiting days for a response.
• Consider overseas coaches. With easy access via Skype and other communication options, it could be worth considering, especially in highly specialised areas. It could even be preferable for some, when taking time differences into account.

Complaints resolution

Despite consumer concerns about the lack of industry regulation and the qualifications of people calling themselves ‘life coaches’, there are surprisingly few complaints made about life coaches.

Dr Grant puts this down partly to the clients, pointing out that most people are pretty resilient even in the face of things going wrong. However, life coaches do generally act ethically, and don’t go beyond their professional boundaries – that is, they’re helping people find their own solutions rather than advising them.

Fiona Toy, spokesperson for ICF, agrees. She adds that most of the complaints they have received have been about life coaches who aren’t members of ICF, which means the ICF can’t take action. If clients do have a complaint about a life coach, they should contact the professional organisation to which the coach belongs – which is in itself a good reason to look for a coach with ICF or professional membership.

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On this page:

• Should you insure?
• Who's liable?

Complaints about removalists are commonplace. Using Fair Trading NSW figures as an example, the number of complaints received has remained fairly constant over the past five years, fluctuating up and down from around the 300 mark. Removalists are required by law to provide services with “due care and skill” and within a “reasonable” time frame.

How often these basic consumer rights are observed is another question. Consumers who contacted ÌÇÐÄVlog reported a wide range of dodgy conduct on the part of removalists, some of it bordering on criminal.

As it stands, anyone with a friend and a truck can start a company. Regulation exists, but not every removalist takes part.

The (AFRA) has 350 members, including big names such as Allied Pickfords, Wridgways, Grace, Kent, Crown, Chess Moving, the AMG Group and Australian Vanlines.

Cowboys on the move

According to AFRA, the removalist industry generates about $1 billion annually through around one million moves of varying size and distance, three-quarters of which are handled by AFRA members. It’s the other quarter that is cause for concern. NSW Fair Trading may be fielding complaints on a daily basis, but AFRA had only eight complaints about members on its books when we contacted them in mid-March.

To gain , removalists have to post a $2000 bond and undergo an initial audit, another audit a year later, and then regular audits every four years. AFRA makes sure companies are up to standard in areas including maintenance of vehicles, appropriate packing materials, first aid kits for staff, driver fatigue management and police checks for every employee.

AFRA says members almost always cooperate and resolve legitimate complaints because they need the repeat business. If they don’t comply, AFRA can take money out of their bond or suspend their membership.

Regulatory catch-up

But neither the auditing process nor AFRA’s code of conduct addresses the issues that give rise to most complaints – damage to property, bad service and overcharging (though AFRA’s training program does aim to prevent this). As it stands, consumers can only hope to steer clear by taking a close look at the removalist service before signing a contract.

But even AFRA’s standard contract, which members must use, seems tilted in favour of the remover. For instance, it absolves the remover of liability for damaged goods unless the damage results from the ambiguously worded “want of due care and skill”.

Questions to ask your removalist

• Is it a flat fee or will you be charged by the hour?
• If it’s hourly, does that include driving time from the depot to your property and back, or just packing and unpacking the truck?
• Is there a call-out rate, and if so how is it charged?
• Will you be charged more if the move takes longer than expected or access to the property isn’t easy? Will heavy or bulky items or stairs add to the cost?
• Will your move be subcontracted out? If so, who will be doing the work?

Moving tips

• Research and compare quotes for removalists.Ìý
• Check the removalist is an .
• Make a detailed room-by-room list of all items you want the removalist to handle and pack, and transport any reasonably portable valuables yourself.
• Insist on a contract that spells out terms and conditions of the move.
• Before signing off, be sure all your stuff is accounted for after the move.

Should you insure?

Whether or not you need to insure your goods for the move depends on whether you have a home and contents insurance policy and what it covers.Ìý

There are many variations between insurers, so read your product disclosure statement and policy document very carefully. About half the insurers in our home and contents insurance review offer some form of removalist-related insurance, but many don’t cover accidental damage during the move, and some offer cover while in transit but no cover at home until all your goods are in one place.

So if half your contents are in your old home and half in your new one, they won’t be insured. Other companies have time limits, generally ranging from 14 to 30 days, during which they will cover your contents in both your new and previous residences. If you don’t have home and contents insurance – or if the cover you do have is limited – AFRA members can act as representatives of insurance providers and get paid a commission for doing so.

There are more than a few types of cover, so be sure you understand which type you need and are getting, as well as the inclusions and exclusions. Common types of cover include:

• Specified events insurance, which only covers events listed in the policy.
• Transit insurance, covering goods in transit but not if damage occurs when they’re being moved into or out of the home or the vehicle.
• Cover for any damage caused by the moving process, including breakage, scratching, denting, chipping and so on, though exclusions still apply.

Who’s liable?

Some removalists insure themselves against damage to your things. If this is the case, make sure you understand what the removalist covers and doesn’t cover, and in which circumstances the insurance applies.

If you pack or unpack yourself and something is damaged, the removalist generally won’t accept liability.

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