Where a customer alleges that goods have been damaged during loading, transport, unloading, or delivery, the customer must notify Flitt as soon as reasonably practicable and preferably within 48 hours and provide supporting evidence, including photographs, booking details, proof of value, and any repair or replacement estimate.

Drivers are required to report any known damage incident immediately and provide photographs, notes, and details of the circumstances.

Flitt will review each claim on a case-by-case basis, considering the condition of the goods before pickup, the nature of the goods, packaging, access conditions, customer instructions, driver conduct, and any available photographic or written evidence.

Flitt is not responsible for damage caused by inaccurate booking information, undisclosed access restrictions, pre-existing damage, inadequate packaging, fragile or unsuitable goods, customer handling, or instructions provided by the customer, except to the extent required by law.

Where Flitt determines that damage was caused by a failure to exercise reasonable care and skill during the provision of the Services, Flitt may offer an appropriate remedy, which may include repair contribution, replacement contribution, refund, credit, or referral to an applicable insurance process.

Damaged Goods During Loading, Transport or Unloading

Claims Process

 Stop and make the area safe If goods are damaged during unloading, the driver must stop the unload if continuing could cause further damage or injury.

The driver must:

• make the item / area safe;
• avoid moving it further unless necessary;
• notify the customer immediately;
• take photos before anything is cleaned up, repaired, or moved again.

Driver must report the incident immediately

The driver must report the damage to Flitt as soon as possible, preferably before leaving the delivery location.

Refer to: Driver Incident form FLITT-Form-001  https://flitt.it

The report should include:

• booking number;
• customer name and delivery address;
• date and time;
• description of the item;
• description of the damage;
• photos of the item before and after unloading, where available;
• photos of access conditions, stairs, driveway, lift, doorways, weather, or tight spaces;
• explanation of what happened;
• whether the customer assisted or gave specific unloading instructions.

Customer must lodge a damage claim

The customer should lodge a claim through Flitt within 48 hrs of delivery.

Refer to: Customer damage/ complaint form FLITT-Form-002  https://flitt.it

• The customer should provide:
• photos of the damaged goods;
• proof of ownership or purchase receipt, where available;
• estimate or quote for repair;
• description of the damage;
• confirmation of whether the item was already damaged before pickup;
• any messages, photos, or instructions given to the driver.

Flitt reviews the evidence

Flitt will review the following:

• pickup photos;
• delivery photos;
• driver notes;
• customer claim evidence;
• booking details;
• whether the goods were correctly described;
• whether the customer disclosed difficult access;
• whether the driver followed safe handling and load restraint procedures;
• whether the goods were pre-existing damaged, fragile, poorly packed, or unsuitable for normal transport.

“Under Australian Consumer Law, services must be supplied with due care and skill, be fit for purpose, and be supplied within a reasonable time. The ACCC also states that consumers may be entitled to compensation where loss is caused by a problem with a product or service.”

Decide Responsibility

Flitt will classify the claim into one of these outcomes:

Outcome Example

• Driver fault -Driver dropped item, dragged it, failed to use proper lifting method, ignored access risk
• Customer fault – Customer gave incorrect item details, failed to disclose stairs/tight access, item was not packed, item was already damaged.
• Shared responsibility – Driver contributed to damage, but item was poorly packed or access conditions were not disclosed.
• No liability established – Evidence does not show damage occurred during Flitt service
• Excluded item risk -Fragile, high-value, glass, artwork, antiques, electronics, or unpacked items transported at customer’s risk unless specifically agreed.

Resolution options

Depending on the evidence, Flitt may offer:

• repair cost contribution;
• replacement contribution;
• refund or partial refund of delivery fee;
• credit toward a future booking;
• referral to driver insurance, public liability insurance, or goods-in-transit cover if applicable;
• rejection of claim with reasons and supporting evidence.

 

Written outcome

Flitt will issue a written decision stating:

• what was claimed;
• what evidence was reviewed;
• who was considered responsible;
• what remedy is offered, if any;
• what further evidence is required, if applicable;
• escalation options if the customer disagrees.

   

  Claims Response Timeframes
  

  Flitt aims to acknowledge all claims within two (2) business days of receiving the claim and any supporting documentation.

  An initial assessment of the claim will generally be completed within five (5) business days.

  Where additional information, investigations, or third-party input is required, Flitt will keep the claimant informed of progress and provide updates on expected timeframes.

  Claimants must provide all requested information promptly to assist in the timely assessment and resolution of the claim.