Most moves go smoothly, but occasionally something gets scratched, dented, or damaged in transit. It’s frustrating, especially when it’s a piece of furniture you care about. If you find yourself in this situation after a move in New Zealand, here’s exactly what to do, and how to avoid it happening next time.
Step 1: Document the Damage Immediately
As soon as you notice damage, photograph it from multiple angles before anything is moved again. Good documentation is essential whether you’re making an insurance claim, raising a complaint with the moving company, or taking the matter further.
Note down:
- What the item is and a rough estimate of its value
- Where the damage appears to have occurred (on a door frame, corner of a wall, during transit)
- The date and time you noticed it
- Whether the item was damaged before the move (if known)
Step 2: Notify the Moving Company in Writing
Contact the moving company as soon as possible, ideally on the same day or within 24 hours. Use email or text rather than just a phone call so you have a written record. Include your photos and a brief description of the damage.
A reputable moving company will take your complaint seriously and work with you toward a resolution. How they respond tells you a lot about how they operate.
Step 3: Understand Your Rights in NZ
This is where it gets a little nuanced. In New Zealand, moving companies are not automatically liable for damage to your belongings during a move. Your rights depend on:
The Consumer Guarantees Act
Under the Consumer Guarantees Act, a service must be carried out with reasonable care and skill. If the damage was caused by negligence (for example, movers dropping a heavy item or failing to protect furniture properly), you likely have a case for compensation.
Insurance
Most moving companies carry public liability insurance, but this typically covers damage to property (like walls or floors) rather than your individual belongings in transit. This is an important distinction. Your own home and contents insurance may cover damage during a move, so it’s worth checking your policy before the move, not after.
The company’s terms and conditions
Many moving companies include liability limitations in their contracts. This is why reading the paperwork before you sign matters. If a company excludes all liability for damage, that’s something you’d want to know upfront.
Step 4: Raise a Formal Dispute If Needed
If the moving company doesn’t respond or refuses to take responsibility for clear negligence, you have options:
• Raise a complaint with Consumer Protection NZ (consumerprotection.govt.nz)
• Apply to the Disputes Tribunal for claims up to $30,000 (a relatively inexpensive and straightforward process)
• Leave an honest public review outlining your experience
Keep all written communication and documentation. These will be required if you escalate.
How to Reduce the Risk of Damage in the First Place
Prevention is obviously better than a compensation claim. Here’s what makes the biggest difference:
Use proper wrapping and padding
Furniture corners and glass surfaces are the most vulnerable. Good movers will use blankets, stretch wrap, and corner protectors as standard. If your movers don’t bring these, ask before the move starts.
Disassemble what you can
Flat-pack furniture, bed frames, and large tables are far easier to move and much less likely to be damaged when broken down. It takes a bit of time beforehand but reduces risk significantly on the day.
Walk through access points in advance
Awkward stairwells, narrow hallways, and tight corners are where most furniture damage happens. If you know there are tricky access points at either property, flag this with your movers when you book. A good team will plan accordingly.
Protect floors and walls proactively
Floor runners in hallways and doorways, along with door frame protectors, can prevent a lot of incidental scratching and scuffing. Ask your movers what surface protection they carry.
Choosing Movers Who Take Care
One of the best ways to avoid damage is to choose a moving team that takes genuine care with your belongings. At Truck About, we treat your home and furniture as if it were our own. We use proper equipment, communicate clearly about access and fragile items, and take the time to do the job properly.You can find out more about how we handle your belongings on our furniture movers Christchurch page, or visit our moving with fragile items resource for more packing and protection tips.
