Care backed by a clear resolution process.

Before the move

Tell us about fragile, unusually heavy, valuable or irreplaceable items before booking. Share photos of the item and access where useful. This lets us confirm the handling method, equipment and whether special arrangements or limitations apply.

If something is damaged

Tell the crew as soon as practical and contact NextWave promptly. Keep the item and packaging available, take clear photographs and provide the booking details and a description of what happened. Prompt reporting helps us document the condition and investigate fairly.

How we assess it

We review the agreed scope, the item’s prior condition, photos, handling record and the circumstances of the move. Where NextWave caused accidental damage within the agreed job, we work toward an appropriate repair, replacement or insurance-supported resolution, subject to the applicable policy terms and circumstances.

Important limits

Pre-existing damage, concealed defects, ordinary wear, inadequate customer packing, undisclosed items or access conditions, and work outside the agreed scope may affect responsibility or available cover. Some items may require a specialist handling agreement before they can be moved.

These practical limits do not exclude, restrict or modify any right or remedy that cannot lawfully be excluded, including applicable consumer guarantees under the Australian Consumer Law.

Make a report

Email bookings@nextwavemovers.com.au with your name, booking details, photos and a short explanation, or call 1300 NEXTWAVE. We will confirm the next information needed.

Last updated: 3 September 2026.