The Difference Between a Quote and a Guess
Any removalist can give you a price over the phone. The question is whether that price bears any resemblance to reality on moving day. A pre-move survey is the only way to turn an estimate into a fixed, transparent quote you can trust.
Key Takeaways
A pre-move survey takes 15 to 30 minutes and assesses volume, access, special items, and logistics before any quote is issued
Phone and email quotes cannot account for access difficulty, unusual items, or hidden volume, leading to moving-day surprises and additional charges
AFRA (Australian Furniture Removers Association) members are required to offer pre-move assessments as part of their Code of Practice
Surveys can be conducted in-home or via video call, making them accessible regardless of schedule
The survey is free, takes minimal time, and eliminates the single biggest risk in the moving process: an inaccurate quote
What actually happens during a pre-move survey?
A pre-move survey is a structured assessment of everything that affects your move. It is not a sales visit. The surveyor is documenting facts that determine the accuracy of your quote.
What the surveyor assesses
Assessment Area | What They Check | Why It Matters |
Volume | Every room, wardrobe contents, garage, shed, garden items | Determines truck size and crew required |
Access at origin | Staircase width, driveway gradient, distance from truck to door, lift dimensions | Identifies time and equipment needs |
Access at destination | Same checks at your new property (via video call or information you provide) | Prevents surprises on delivery day |
Special items | Pianos, artwork, antiques, pool tables, safes, fragile or high-value items | Determines specialist handling and materials |
Packing requirements | Which items need professional packing vs owner-pack suitability | Affects materials cost and crew time |
Disassembly needs | Beds, wall units, modular furniture, outdoor settings that require dismantling | Ensures tools and time are factored in |
Parking and permits | Whether a parking permit is needed, truck positioning options, overhead clearances | Prevents moving-day access failures |
Storage requirements | Whether interim storage is needed for settlement gaps or partial delivery | Integrates storage into the single quote |
The entire process takes 15 to 30 minutes. For local moves, the surveyor typically visits your home. For interstate moves, a video call is often used for the origin assessment, with the destination assessed using photos or the local branch's knowledge of the area.
Why do phone quotes fail?
A phone quote is an estimate based on what you tell the operator. The problem is that most people underestimate their volume by 20 to 40 percent, forget items in sheds and garages, and cannot accurately describe access challenges over the phone.
Common phone quote failures
Underestimated volume results in a truck that is too small, requiring a second trip or a return visit at additional cost
Missed access issues such as steep driveways, narrow stairwells, or overhead obstructions cause delays and additional labour time on the day
Forgotten items in sheds, garages, roof spaces, and under decks add volume that was never quoted for
No special item assessment means fragile or oversized items arrive without appropriate wrapping, crating, or handling equipment
Artificially low quotes from operators who have never seen the job attract customers, then escalate on moving day with additional charges
This is not a hypothetical risk. Consumer complaints about removalist price escalation on moving day consistently rank among the most common issues reported to Fair Trading and consumer advocacy bodies across Australia.
How do you identify a trustworthy removalist?
The pre-move survey is one signal among several. Here are the markers that separate professional operators from unreliable ones.
Trust signals to look for
Offers a pre-move survey (in-home or video) before quoting, and the quote is based on what the surveyor documents, not what you estimate
AFRA membership providing a Code of Practice, dispute resolution pathway, and minimum standards for insurance, training, and equipment
Transparent quoting with a written breakdown of what is included: packing, transit, storage, insurance, crew numbers, truck size
Insurance options covering the full declared value of your belongings, not just 'limited liability' that pays cents per kilogram
Physical business premises with a verifiable address, not just a mobile number and a ute
Police-checked crews entering your home with accountability and professionalism
No deposit pressure or aggressive sales tactics during the survey; a professional surveyor documents and quotes, then gives you time to decide
AFRA membership is a particularly strong signal. AFRA requires members to maintain minimum insurance levels, use properly trained staff, provide pre-move assessments, and submit to an independent dispute resolution process. Check membership at afra.com.au. Kent has been an AFRA member for decades, operating from 15 branches with over 500 employees. Visit Kent's experience since 1946 for more.
Can a pre-move survey be done remotely?
Yes. Video call surveys have become standard since 2020 and are equally effective for most moves. You walk through your home with your phone camera while the surveyor documents volume, access, and special items in real time.
When an in-home survey is recommended instead
Complex access challenges that are difficult to show on camera (steep driveways, narrow laneways)
Very large homes with extensive contents across multiple levels and outbuildings
High-value or fragile collections (artwork, antiques, wine cellars) requiring specialist assessment
When the property is unfamiliar to you (such as a deceased estate or inherited property)
