Financial Services Guide (FSG)

Dawson Moving & Storage Pty Ltd can assist you to obtain insurance to protect your goods while they are in transit or storage. This is because we are an authorized representative of Aldridge and Street a Division of Cowden (VIC) Pty Ltd (AFSL 245658), a licensed insurance broker.

This Financial Services Guide describes the insurance services that Dawson Moving & Storage Pty Ltd can provide to you. It also covers the charges for those services, your rights as a client and how any complaints you may have will be dealt with.

How we can help with your insurance

We hold a Customer Goods in Transit and Storage insurance policy. On your behalf, we can arrange for this policy to cover you. Alternatively, you can obtain insurance from an insurance company of your own choice.

If you ask us to arrange Customer Goods in Transit and Storage insurance, we will give you a Product Disclosure Statement (PDS). This will describe the main features of the policy. You should read the PDS to decide if the policy suits your needs, objectives and financial situation before you decide whether to obtain it because we cannot advise you about your insurance needs.

If you need advice or your insurance needs are different from the cover available in our policy, we can refer you to Aldridge & Street who will be able to assist you.

How we are paid  For arranging for you to be insured under our policy, we receive the difference between the amount you pay us for your insurance and the cost of the premium we pay for the policy (which is based upon our annual turnover) and the amount we pay for claims under $2,000. The amount you pay us is based on the value of the goods we are removing or storing on your behalf.

Our staff who arrange your insurance are paid a salary. They do not receive a bonus for arranging insurance for you.

In addition, Aldridge & Street received a commission of 0-20% for arranging our policy. They do not receive any amount when we arrange for the policy to cover you.

Complaints and disputes about our services We are a member of the Australian Furniture Removers Association (AFRA). AFRA handles all complaints or disputes about our services. Contact the Executive Director at AFRA.

AFRA may be contacted at:          Unit 6/7 Packard Avenue,


Telephone:              (02) 9659-5300

Fax:             (02) 9659-5311

If AFRA does not resolve the complaint to your satisfaction, you can refer it to Insurance Brokers Disputes Limited. For further information about IBDL, contact them directly on 1800 064 169.

Aldridge & Street a Division of Cowden (VIC) Pty Ltd  holds Australian Financial Services License number 245658 and can be contacted on 03 9867 7663This FSG was prepared on 01/02/2004

Customer Goods in Transit and Storage

Product Disclosure Statement (PDS)

This Product Disclosure Statement provides information about the main features of Customer Goods in Transit and Storage Insurance

Why should I take out insurance?

Regardless of any contractual rights you may have against your Removal Company, there are many circumstances where they will not be liable to make good any loss or damage to your goods, for example where the goods are damaged as a result of an accident that is not the Company’s fault.

Customer Goods in Transit and Storage insurance can assist to fill this gap

Who to contact about your policy

Your first point of contact about the policy should be your Removal Company. If they cannot answer your enquiry, you can contact Aldridge & Street by telephone, email, facsimile or letter.


A number of different insurers have combined together to provide the insurance in the Customer Goods in Transit and Storage Policy.

The first $2,000.00 of the policy is insured by your Removal Company.

Above this amount, the risks of fire, lightning, aircraft, earthquake, storm and tempest, flood, water from fixed pipes or systems, riots, strikes and civil commotion, explosion and impact damage while the goods are in storage are insured by CGU Insurance Limited (ABN 27 004 478 371 AFSL 238291) of 181 William Street Melbourne Vic 3000 and the rest of the transit and storage cover is insured by Associated Marine Insurers Agents Pty Ltd  (ABN 41 006 104 007       AFSL235383) as agent for and owned by Zurich Australian Insurance Limited (ABN 13 000 296 640 ) of 495 Collins Street Melbourne Vic 3000.

Significant features and benefits of the policy

You may select from a number of alternative types of cover available under the policy for loss or damage to your goods.

Type of Risks – Full Cover insures you for most risks of loss or damage to your goods. However, Restricted Cover only insures you for accidental loss or damage which occurs as a result of:

  • Fire, explosion, lightning, and flood
  • Overturning and/or derailment of conveyance
  • Collision of vessel, aircraft or conveyance
  • Crashing or forced landing of aircraft
  • Stranding, sinking, or contact of a vessel with any external object other than water
  • Entry of water into any vessel, hold, container lift van or place of storage

Basis of Settlement – Under Replacement Cost cover, if your goods are lost or totally destroyed, you receive the new replacement cost provided the goods are less than 7 years old. Under Market Value cover, you only receive the current market value of the goods. If the goods are damaged, both covers will cover the reasonable cost of repair.

Limits and exclusions from cover

The table below summarises the limits on the covers provided.



Items more than 7 years old

Market value cover unless listed on your Insurance Declaration

Computers and computer accessories


Motor vehicles, boats and trailers

Market value cover only

Office and factory goods

The lesser of Market Value and Declared Value (plus insurance, packing and freight)

Pairs and sets

Only the lost or damaged parts

Antique Furniture

Reasonable cost of repair

Owner packed cartons

Restricted cover only

$500 for non delivery unless an itemized list of contents is provided before transit commences

Motor vehicles being driven under their own power

Not covered unless being loaded or unloaded by your Removal Company

Valuables worth more than $1000

Not covered unless listed in your Insurance Declaration


Transit cover only

Various other risks

Not covered as detailed in the policy wording

Cost of the policy

The amount you pay for the insurance depends on the value of the goods being removed or stored.

Other factors which determine the premium include:

  • The type of insurance selected by you (market or replacement value, transit or storage)
  • The distance the goods are transported or period for which the goods are stored
  • The insurance cover selected (all risks or only specified risks.

The amount you pay includes any stamp duty and GST.

Our quotation for your transit insurance is firm. Your Removal Company will give you one month’s notice of any change in the storage insurance rate.

How do I select the amount to be insured?

It is important that you insure your goods for their full value. This means that you should tell us about the:

  • New current value for Replacement Cost Cover (with no allowance for depreciation)
  • Replacement cost less an allowance for depreciation for Market Value Cover.

If the declared value of the goods is less than 80% of their actual value at the time of the loss or damage, the amount of the claim will be reduced in the same proportion as the declared value bears to 80% of the actual value.

How you pay for the insurance

The premium will be shown on the quotation for your Contract for Removal and Storage which your Removal Company will provide to you before your goods are removed. When you accept the quotation, your Removal Company will invoice you

You pay for transit insurance when you pay your removal charges. Your Removal Company will invoice you for storage insurance at the same time as the storage charges.


The amount that you receive for a claim will be reduced by $200.00. This is known as an excess.  Conditions  Some conditions apply to your policy. Full details are set out in the policy wording. The significant conditions are summarized below:

Duty of disclosure – When you apply for insurance we rely upon the information you provide to decide whether to insure you, and anyone else to be covered, and on what terms. If you do not answer all questions honestly we may reduce or refuse a claim, or cancel the policy.

Cooling off – You may return the insurance contract up to 20 days after the date of the invoice for the removal, storage and insurance (the cooling off period). However you may not return the insurance contract after the commencement of the work.

To return the contract, notify the removal company within the cooling off period. Any premium paid will be returned. The notification can be made by telephone or posted to the address detailed on the removal contract or invoice.

What do I do if I need to make a claim? The policy wording has detailed instructions about how to make a claim.

Complaints and disputes about the policy If you have a concern, complaint or dispute about the policy which involves a claim, contact the Executive Director at AFRA on             (02) 9659-5300      .They will try to resolve your problem immediately. If they are unable to do so, you can request that your problem be considered by their internal dispute resolution process.

If you are not happy with their decision, you may take your complaint to the General Insurance Enquiries and Complaints Scheme (IEC), an external dispute resolution body. IEC’s Claims Review Panel adjudicates disputes relating to claims. IEC can be contacted on             1300 780 808

Call our Friendly Team
of Removalists on



  • We were very happy with the 3 guys who we had who went out of their way to may the day run as smoothly as possible.  Would definitely use you guys again!

    Sam & Tracey

  • Thank you for the delivery yesterday (Canberra) and the four men were so amazingly strong, polite and respectful. They looked after my delivery with great care . I would highly recommend you and your team. Thank you


  • Just a quick note of thanks to you and the staff at Dawson Moving for the excellent support and removal from Burra to Rochester. Everything arrived in good order. In particular Candy and I would like to thank Marty for an outstanding and professional job. His skills and advice are to be commended. Also the two teams assisting Marty did a great job. All the best and we will certainly recommend Dawson Moving to anybody we know moving.

    Len & Candy

  • Thankyou to Dawsons for making our move from Melbourne to Leeton a very smooth move. Thanks to the drivers and workers all did a fantastic job thankyou.


  • I’m writing to compliment Dawson Moving & Storage (Canberra branch) about my very positive experience with the removalist staff that conducted my recent relocation from Queanbeyan to Barton. From initial contact, the 2 removalists were friendly and went to great effort to affect the move quickly but with the upmost care. Because of their professional approach to the task, my move was completed quickly with no damage, nor any need of assistance from me, making this one of my easiest moves. As agents representing Dawson, they certainly portrayed the company as professional, reputable and customer service focused.  I commend the two gentlemen for their professionalism and superlative customer engagement, they are a credit to be associated with your company. Please pass on my appreciation to them. I could not be more satisfied and will have no hesitation advising others of the exemplary service provided by the Dawson Moving & Storage.


  • A compliment to the staff and organisation of Dawson Moving and Storage Pty Ltd. From the first contact we made for a quote, through to the final return of the boxes to the warehouse, our contact with them was a pleasure. We could not fault the attention and advice that Kirily and Anne gave us in the office, and appreciated how good tempered they were when we asked the same questions over and over. We learned that if Kirily said we needed more boxes, just take her word for it! On moving day, a terrible day of 38 degrees, Bob and his team arrived on time, packed, transported, unloaded and looked after our possessions as if they were their own. I chose to return the cartons in spite of Dawson's offering to collect. All it took was a call to Kirily, and staff were made available to unload my vehicle. Moving is stressful, but a good carrier makes it much less so.  

    Marg & Frank

  • I just want to thank you for your moving of my furniture on Tuesday. The chaps were so helpful and did a great job.


  • I would like to acknowledge the excellent service provided by your company for our move from Huntingdale to Rutherglen. We would like you to know the packers Mick and Helen were awesome. We have now unpacked everything and there were no breakages. It was very impressive the speed at which they packed, they were true professionals. Please pass on our thanks to them. Gary and his removalists were also fantastic with the pickup and drop off. Everything was dropped off where it needed to go, even with the complexity of the garage not being next to the house. Gary was very easy to work with and made light work of the task. Again please pass on our thanks. We would definitely recommend Dawson Moving & STorage to others. It was a great experience and great value for money.

    Darren & Fiona

  • This is just a short letter of appreciation for the professional manner we encountered from all your staff in our recent move from Kilsyth. Special mention to the removalists, Brett, Tim, Daniel and Dan, nothing was a problem for them, especially placing things in rooms of our new home. We have already given your details to friends in Melbourne who have a move in the near future and we will continue to do so when asked. Thank you again.

    Liz & Steve

  • Our experience with Dawson was great! The guys were on time, tried to work within the time allocations and yes, there were no breakages! Dawson really eased our move, I recommend them highly!


  • The two removalists who handled the pick up from  Wanniassa were simply outstanding! They took pride in their appearance, communicated with us so well, and worked professionally around the home. They put a lot of thought into the packing of the container - it took them around 5 hours of careful packing. They deserve the highest praise for their efforts and we could not be any happier with the service provided. Nothing in the container was damaged and this in part was very much due to their careful packing. At the other end, Winter Valley, Ballarat, the two removalists who emptied the container, turned up on time, and worked hard to bring all of the contents into and around the house. I guess, the only blemish in the unloading was that the younger man appeared to be suffering terribly from the flu. He was not really that talkative, but he didn’t stop working either. We had labelled the boxes for the rooms, and made it clear where the rooms were, but many of these ended up in wrong places, which was really not much of a problem. Given that he did have the flu, this haphazardness was understandable, but unfortunately, 2 days later, I ended up with the same flu! The team leader was courteous and thoughtful. We are settling in to our new home well.

    Ed & Katrina

  • Thank you for your help.  I am very glad for the job you have done.  You are the best team! You have very good people.  I will stay with you all the way.  


  • We are now settling in very well to our new home and we are pleased to say that the move was completed in fantastic fashion by Rob, Jake and Colin. There were no dramas on either day and we are completely satisfied with your company's efforts. Please thank the boys for us.

    Max & Karen

  • I would like to thank you for all your help with my move.  Even though there was trouble with the settlement and eventually getting the keys, all went smoothly moving out and in.  The two men were very helpful and cheerful!! I will recommend your firm to anyone who is moving in the future.  Thanks again!


  • We are pleased to say, overall, the quote process, pick up, transfer and delivery by Dawson was quite stress free.  The crew at Canberra end accepted suggestions and blended these with their loading methods.  We remarked that the unsaid co-ordination, steady work flow and general goodwill between them was commendable. At delivery to Moe, the Melbourne crew also willingly accepted information from us as to how the loading was undertaken, helping them to unpack the container without damage to any item.  And, manoeuvring quite a sizeable vehicle into the driveway (and out) without any wheel depressions in the footpath area was exceptional.  The care with which furniture items were moved within the house area must also to be mentioned. As remarked earlier, overall we are very satisfied with the Dawson experience.  

    Denise & Graham

  • Thanks again for helping us with the move.  The boys did an excellent job, they were professional, efficient, and gentle.  Very impressed and pleased with how smoothly everything went on the day!

    Jade & Aaron

  • We would like to take this opportunity to make you aware about our  total satisfaction with your company as reflected purely by your front line workers, two young men, Blake & Brodie.  Just to let you know it was a hectic time for us given the failure of our previous carrier and we were totally unsure of the service you could offer at short notice.  Having said this we were totally overwhelmed by the effort the two young men put in both loading and unloading our furniture and household effects.  They were both courteous, concerned and extremely careful.  They were prompt, professional and fantastic ambassadors for your business.  Again could you pass on our thanks to Blake & Brodie and we would not hesitate to recommend either your company or these young men as individual workers.

    Peter & Sharon

  • A quick note to thank you for organising the move so quickly and to say what a great crew who did the move for us was.  They were very efficient and most of all patient with us and the move went very smoothly.

    Doug & Angela

  • The move went very well no major problems accept a broken pot plant container. The men were very good and professional at both ends of the move, I would recommend Dawson’s without any problems.


  • I will definitely give feedback!! Incredibly impressed with the first half of our move - just the other half to go on Friday. The guys that moved us were amazing and I was really impressed at their professionalism and communication.


  • It was a pleasure working with Dawson's given our various false starts, they came on the day, and without drama, picked up and set down our belongings, we would have no hesitation recommending them to others in need of a removalist. Many thanks

    Lorna & Kara

  • I just want to praise the excellent service we received from the two young men Damian and Darren (not sure if that is their correct names). They were courteous, professional, efficient and nothing was too much effort. To be so young and so good at what they do is a asset to your company,I have nothing but praise for them and your company. Please pass on my gratitude.


  • I wanted to thank Dawson's for the great job they did in our recent relocation to Tura Beach. I would like you to again thank Damien & Chris on my behalf , they where a pleasure to work with and they certainly got the hard job done and nothing was a problem. I will have no hesitation in recommending Dawson's to my friends based on our recent experience.

    David & Judy

  • Just a brief note of thanks to the Dawson team for a great job in collecting, storing and delivering our furniture to Yarrawonga on Monday, Jan 30. It was 41 degrees and Gary and Dave did a fantastic job in difficult circumstances for unpacking a Container. I will call Glen later this week but please pass on our thanks to all at Dawson involved, including Brett on pickup in May last year, in the total relocation process. We have now used Dawson for 3 moves and will continue to recommend your services. Enjoy your week. Sincere Thanks

    Ron & Beverley

  • We cannot thank the Dawson's Team enough. The whole team were friendly, courteous, professional, reliable and efficient throughout the whole process. The removalist team arrived on time with all packing materials as promised, and started straight away with a positive attitude. If there was anything that they were unsure about, they took the time to ask us before they packed it up. It is refreshing to have a company provide clear communication and a service exactly as discussed from start to finish, with zero damage to belongings or property at either end.

    Natalie & Scott

  • We've moved dozens of times and moving with Dawson's was by far the best move experience we've had.  Jason and his team in Canberra worked to fit everything in - wrapping all soft goods wonderfully and were so polite and professional throughout.  They took their time to make what is always a stressful experience for me a really easy one. The Melbourne duo were also incredibly polite and professional and helped me work out where best to put items for ease of unpacking.  Best of all both teams had a sense of humour!


  • It was the best experience I have had with moving house!  They were friendly and experienced and made the move great fun!  I would highly recommend them to anyone moving house!  Thanks Ray & the Daniel's!


  • This was the first time I have ever used a removalist.  Wow was I impressed!  Travis and his team had me packed and unpacked in just over two hours!  So little stress, nothing was too much trouble and just an all round great group of guys!!! Thank you!


  • Relocation: Puckapunyal to Cranbourne, Follow up with the member indicates that this relocation went very well. They have advised that your team was most responsive and they would rate it as the best move they have had. Thank you for a job well done.

    Toll Transitions VICTORIA

  • It was a complete pleasure to deal with, work with, be guided by and ultimately have our entire move made 100% easier by the Dawson team. The admin team were great and the guys were a complete delight and reassurance of the phrase “hard working, reliable, caring and of great character” throughout the long long hours of their working with us they never once showed anything to be too much-and there was a lot they could have reacted to! Do please pass on my greatest thanks to the team as I will surely pass on your name as a certain First Class removalist.

    Sally, Ben, Josie & Adam

  • Just an email to say thanks to your company for a quick and easy uplift from Canberra and delivery to our new home in Bemboka. We were especially impressed with our mover, whose professionalism and excellent organizational skills ensured ALL of our belongings were safely packed and delivered. His friendly manner and efficiency made the whole move a lot easier for our whole family, especially our two young boys. Moving day was certainly a lot less stressful thanks to your staff. Once again, thank you, we will happily recommend you to friends and family.

    Rosanna & Andrew

  • My wife Jeannette and I want to express our appreciation for the courtesy and consideration extended to us in our recent removal from Hampton in Melbourne to Castlemaine in country Victoria. Your team put us at ease on their arrival by their friendly and relaxed manner, which set the tone for our working relationship with them throughout the day. They worked swiftly but caringly which meant we were able to settle into our new surroundings well before dark with all our belongings intact. We will recommend your services to anyone contemplating a relocation.


  • We used your company last week to pack up and move our belongings after 45 years of living in one house, and we were absolutely thrilled with the service. The men were so cheerful and efficient, and nothing was too much trouble for them. We had been rather apprehensive about this move, but the whole operation was extremely smooth and professional, a great credit to your two employees. We hope not to move again(!!), but will have no trouble recommending your company to our family and friends.

    Bronwen & Ian

  • We would just like to express our sincere thanks for the care and expertise shown to us by your removalists in moving us from Mornington to regional Victoria. We have utilised your company to move house for us four times now and have consistently been pleased with the efforts of your removalists. A very special thank you to the men for their fantastic level of service in unloading our massive home of furniture in such a hot and arduous conditions. You are very fortunate to have such capable guys and for whom nothing is too much trouble.

    Michelle, Tim & Oscar