Complaints

We want problems raised early

You can complain about MoveDone's service, account handling, privacy, a marketplace interaction, safety concern, advertising or the way a complaint has previously been handled.

How to complain

Email hello@movedone.com.au with the subject line MoveDone complaint. Include the email address on your account, a clear description of what happened, relevant dates, the provider or move involved (if relevant), and what outcome you are seeking.

Do not send passwords, full card numbers or unnecessary identity documents by email.

Our service standard

• We aim to acknowledge a complaint within 2 business days.
• We aim to provide a substantive response within 10 business days where the issue is straightforward.
• If more investigation is required, we will explain the next step and keep a record of the complaint.
• We will not disadvantage a user merely because they made a genuine complaint.

Complaints about third-party providers

If a complaint concerns a removalist, cleaner or other third-party provider, the provider may need to resolve the underlying service dispute. MoveDone may assist with platform records or escalation where appropriate, but does not replace consumer rights against the actual supplier.

External escalation

Depending on the issue, external options may include your state or territory consumer protection agency, the ACCC, the Office of the Australian Information Commissioner for privacy matters, ACMA for spam matters, or the eSafety Commissioner for relevant online safety complaints.

Emergency or immediate safety issues

MoveDone's complaints channel is not an emergency service. If there is an immediate threat to safety, contact the appropriate emergency service.