Relocation Guide
NZ Van Lines has been engaged as the supplier to New Zealand Defence for Moving & Storage Services
This moving guide is to help you plan and prepare for your forthcoming move within New Zealand and make it as smooth as possible. Please ensure you refer to the RELOCATION PLAN, so you are fully aware of the moving process and what you need to do prior to your move during and on completion.
If you have any questions that cannot be answered within this guide, please get in touch with your appointed Move Manager, who is responsible for delivering our moving services for you.
Preparing your Move Within New Zealand
Getting Started
We need to visit for the pre move survey.
This assessment will be scheduled within one working day of receiving your official move notification, during normal work hours (Monday – Friday). Prior to the survey please decide exactly what is to be moved and make plans to dispose of unwanted items.
We will prepare a list of all items to be moved and discuss the move process with you to fully understand your preferred move dates and any other important information relating to the move.
As part of the survey a detailed inventory is prepared for insurance purposes, once you have checked your insurance inventory and have made any amendments, it should be signed and returned to the New Zealand Van Lines Move Manager at least two weeks prior to your uplift date. Failure to complete this task could mean that your requested removal dates may not be met.
Please also identify any items of a special nature e.g. antiques, paintings, or high value items etc. as the survey is being carried out so these can be noted for special packing. Please also identify any items that do not comply with the NZ Defence Relocation policy; if you wish to move these items, we will invoice you directly. (Details on examples of items that may be at your cost to move.)
NOTE: NZ Van Lines will transport trampolines, but we do not disassemble or reassemble them. Any simple furniture items that we dismantle to move, we reassemble e.g. dining tables or beds.
Kitset type furniture is not dismantled or reassembled by our removal team, including new items purchased requiring assembly. Due to health and safety cots and bunk sets are not reassembled.
If you are unable to assemble these, we can facilitate a third party to provide this service at additional cost to you. Please liaise with your Move Manager well in advance of requiring handyman services.
Move Day
Preparing for Move Day
The day before packing is due to start our local branch Operations Manager calls to confirm our packing crew’s expected arrival window.
On the day of packing our Team Leader will reconfirm the surveyed list of what is to be packed. This walk around with you will also allow our staff to plan the process and sequence of rooms to be packed so we can minimise disruption to you. (Please note that you, your partner, or an adult representative must be present when our staff arrive, and it is preferable that they can be available during the packing process).
Our crew prepacks as much as possible on the day before the relocation. Essential items needed overnight (as agreed) are not packed until the actual day of the move, such as beds.
‘Pre-pack’ day is also the time for you to defrost your refrigerator.
Live freezer’s will no longer be transported due to Health & Safety risks.
Once final packing and the inventory has been completed and items labelled, loading into the removal truck/trailer or container will then be started. The loading process can take time due to the need for each item to be selected according to its fragility, strength, weight, and dimensions as to where it is stowed. For this reason, the loading sequence is not necessarily one room after another.
All items are checked off at all stages of the move – from loading, to storage if needed, through to delivery.
Finally, we look to you to ensure that all items to be moved have been taken and nothing is left behind in error. Please check all cupboards, drawers, and rooms throughout the house as well as outside areas before our team leaves. NZ Van Lines will not be liable for loss of any items left behind.
Prior to delivery, we will contact you with of our expected time of arrival. It is important that an authorised person is available to show our Team Leader around the home to ensure their effects are placed in the correct rooms. On unloading, items are checked against the inventory before placement in the house. We need the NZ Defence Force employee or appointed representative to be present to direct our unloading staff as to which room furniture and specific cartons are to be placed. Our crew will then reassemble beds, unwrap furniture items and unpack small items (kitchenware etc.) to flat areas such as benchtops or tables. (We do not place items away in cupboards).
NOTE: NZ Van Lines will transport trampolines, but we do not dissemble or reassemble them. Any simple furniture items that we dismantle to move, we reassemble e.g. dining tables or beds.
Kitset type furniture is not dismantled or reassembled by our removal team, including new items purchased requiring assembly. Due to health and safety cots and bunk sets are not reassembled.
If you are unable to assemble these, we can facilitate a third party to provide this service at additional cost to you. Please liaise with your Move Manager well in advance of requiring handyman services.
Final Call – Checking Job Completion
‘The final call’ – prior to our delivery crew leaving, our Team Leader calls our Operations Manager, who verifies with you directly that all services have been completed satisfactorily. This provides an opportunity for you to discuss with the Operations Manager any areas to address before our crew leaves, such as moving an item to another room, or further unwrapping that may be required.
On completion of the move NZ Van Lines Sales Support will email the NZ Defence Employee to confirm satisfaction with our service via a quick digital feedback form and to address any issues which may have arisen. All feedback is included in our quarterly review meetings with NZ Defence HQ.
Collecting Used Packing Materials and Cartons
When the transferee has completed unpacking the remaining cartons, we will return to collect the last of the packing materials for recycling when next in the area. Please assist us by keeping the packaging materials dry.
Move Entitlement
& limitations on what can be moved at Public Expense
Relocation
Where a Defence staff member is permanently posted within New Zealand or when moved on temporary duty, or on a course of instruction, for a period which is expected to last 18 months or more, the reasonable cost of conveyance of household effects may be met at public expense, except that the cost of removal will not be met for the following:
- All articles not part of the Service member’s household.
- Buildings, materials connected with buildings and structures generally, garden seats, large poles and large television antennae except that small, dismantled structures such as glass houses and garden sheds (but not garages) may be conveyed at public expense.
- Large workshop machinery, engines, cultivating machinery and garden rollers.
- Boats, caravans and trailers.
- Kindling wood, exceeding two cartons.
- Pets, Beehives and livestock.
- Motor and towed vehicles (whether or not they are being used to transport the Service member and/or his/her family).
Storage Policy & Scope
In the event that storage is required prior to final delivery, the removal is unloaded at the NZVL branch closest to the NZDF destination base. All items are checked into storage containers. Container numbers and store positions are also recorded, which allows for easy location of items required prior to final delivery. On request from the NZDF Employee, we facilitate the delivery process and timing with you.
Long Term Storage
If you are posted overseas and eligible for storage during your period overseas, we will provide you with further guidance and information.
(Note: For Long Term Storage, New Zealand Van Lines require a MD1382 from NZDF DSSG to release from store.)
Examples Of Items That May Be At Your Cost To Move
These are excluded from what NZ Defence pays for:
(Click to view images)
Items Ineligible For Removal
The following commodities cannot be accepted for transport (air, sea or road). This is applicable to goods packed by NZ Van Lines and goods packed by owner.
CATEGORY 1: Explosives
e.g. Flares, Fireworks, Ammunition, Black Powder
CATEGORY 2: Flammable Gases
* BBQ gas bottles will be transported if they have been purged. Confirmation will be required.
CATEGORY 3: Flammable Liquids
e.g. Oils, Petrol, Paints, Varnish, Kerosene Turpentine, Pure Alcohol, Methylated Spirits Photographic Developers
CATEGORY 4: Flammable Solids
Substances liable to spontaneous combustion; substances which, on contact with water, emit flammable gases, e.g. sulfur, coal and sodium
CATEGORY 5: Oxidizing Substances and organic peroxides
e.g. sodium nitrite, oxygen generators
CATEGORY 6: Toxins & Poisons
e.g. Arsenic, Polishes, Pesticides, Weed Killers C3
CATEGORY 7: Radioactive Material
CATEGORY 8: Corrosives
e.g. Oxides, Mercury, Caustic Solutions, Wet Batteries
CATEGORY 9: Firearms
e.g. Handguns, Military Weapons, Fully Automatic Weapons, Live ammunition
CATEGORY 10: Miscellaneous
e.g. Irritants, Matches, Life Rafts, Scuba Tanks*, Aerosol Cans, Pressurised Vessels, Butane Lighters & Refills, Explosive Devices of any kind, Gas Cylinders* (incl. home soft-drink makers). Lithium Ion Batteries (only for Air Shipments)
Insurance
In Transit Insurance
NZ Van Lines arranges in transit insurance protection which is paid for by NZ Defence.
The cover is effective from commencement of packing through to final completion of delivery.
The summary of insurance is HERE
The intent of the insurance policy is to put right any loss or damage that occurred during the relocation. The policy has never been about replacing new for old, but it effectively provides for a settlement basis of the equivalent of the item lost or damaged, having regard for the age and pre-damaged condition of the item.
In The Event Of A Loss:
On occasion items could be damaged during the transit process. Our goal is to resolve this promptly through the approved procedure and to minimise inconvenience.
Within 30 days the loss should be lodged with T.V. Cook Insurances Limited by completing the Claim Form: LINK
Any claim lodged after this period may be accepted/ declined at the insurer’s discretion. You should note that any damages which occurred before or after the removal time frame are your responsibility and to claim against New Zealand Van Lines is deemed as fraudulent.
A representative of T.V. Cook Insurances Limited will contact you to arrange a suitable settlement with you, within the policy terms and conditions. There may be instances where the representative will be unable to arrange the settlement of your claim.
For example, in the unlikely instance of a major claim, it may require further investigation through an appointed insurance assessor or investigator. If for any reason you are unhappy with the settlement offered, you should contact NZ Defence.
If the item damaged is essential to the household then the same procedure is to be followed but the timeframes are much shorter. The insurer will assess the item within 24 hours and have it either repaired or replaced as soon as possible. If this cannot be achieved, then a loan item will be provided within the necessary timeframe. Essential items are those that are necessary for the functioning of the household and without which undue inconvenience would be created, e.g. fridge, freezer, washing machine, drier and iron.
It is the insurer’s prerogative to either:
- Arrange and pay for the cost of repairs
- Pay a cash settlement based on the estimated cost of repairs
- Pay out the value of the item having regard for the actual age and pre-damaged condition.
The maximum amount payable will not exceed the value stated in the inventory but may be less if the stated value is deemed to be in excess of the present value allowing for age and condition.
Special Note: Fraudulent claims may result in legal and/or disciplinary action being taken against you
Our info
If you have any questions that cannot be answered within this guide, please get in touch with your appointed Move Manager, who is responsible for delivering our moving services for you.
Our Branches
- Auckland
- Blenheim
- Christchurch
- Dunedin
- Hamilton
- Hawkes Bay
- Invercargill
- Nelson
- New Plymouth
- Palmerston North
- Queenstown
- Tauranga
- Wanganui
- Wellington
- Whangarei
Our Key National Contact Is:
Paula Garrett – NZ Defence Corporate Account Manager
- Mobile: 027 224 5929
- Email: paula.garrett@nzvanlines.co.nz