PROFESSIONAL COOPERATION GUIDELINES FOR INTERNATIONAL MOVERS (Based on FIDI PCG)

The Professional Cooperation Guidelines (PCGs) herein shall apply to all international household moving services arranged between any two contracting parties, namely any FIDI affiliated firms including their FIDI and/or non-FIDI affiliated branches and subsidiaries; and/or any non FIDI-affiliated household goods moving firms having full membership of and permission from their applicable household moving trade body (association) where that association has adopted these PCGs under a licence granted to them by FIDI.

FIDI affiliated firms: These Professional Cooperation Guidelines (the PCGs) are always subordinate to the FIDI Statutes and requirements of the FAIM Quality Standard.

The PCGs are intended as a minimum Service Level between the contracting parties.

The PCGs do not restrict the parties from concluding a separate written service agreement or specification with one another; however, where a separate agreement or specification does not exist or if it does not adequately cover particular aspect(s) of service level set out herein, the PCGs shall prevail.

FIDI affiliated firms: These guidelines in conjunction with the FIDI Statutes and FAIM Quality Standard form the basis for dispute resolution between Affiliates via the FIDI Dispute Resolution Scheme.

The PCGs are reviewed periodically by FIDI. The current version is available at https://fidinet.fidi.org/ or on application from fidi@fidi.org. Non-FIDI Associations licensed to use the PCGs are responsible to keep and must ensure their members use only the current version.

The Move Process

Origin service

Pre-move survey

Pre-move survey and response

The booker should contact the transferee to introduce themselves as the company organising the door-to- door move describing any allowances or other relocation policy requirements that apply to the move (see Allowance section). The booker should also give the transferee the details of the origin agent that will perform the survey.

The booker is responsible to give clear instructions in writing to their nominated origin agent to arrange a pre-move survey, including details of any allowances or other relocation policy requirements that apply to the move (see Allowance section).

The origin agent must reply to the booker’s pre-move survey request within one (1) working day ¹ (confirming acceptance ² or declining request). If a charge is to be made for the survey, the origin agent must inform the booker of the amount prior to contacting the transferee. The origin agent is responsible to contact the transferee within one (1) working day (or on date specified by the booker if applicable) to arrange the survey appointment.

When a transferee cannot be contacted, the origin agent must inform the booker within one (1) working day that they have been unable to arrange the survey, and keep booker informed of date and time of subsequent attempts to contact the transferee.

The origin agent must confirm the survey date and time arranged to the booker within one (1) working day (of confirming the appointment with the transferee).

The origin agent is responsible to provide a physical survey inspection at the transferee’s residence by a removals surveyor/estimator unless an alternative method to assess the transferee’s move requirement has been agreed in advance between the booker and the origin agent (for example a telephone assessment, a digital/video survey, or based on a transferee-provided list of goods).

The origin agent’s surveyor must have local and English language skills, be capable of providing an accurate survey and be able to counsel the transferee on specific matters identified by the booker including consignment allowances, restrictions and prohibited items which should not be included in an international move.

The origin agent is responsible to prepare a survey report for the booker, which must address the following elements:

Describe the type of residence (e.g., Detached / Semi -detached / Terrace / Town-house (also called Brown Stone) / Flat or Apartment / High-rise or Tower-block Apartment …).

Describe the suitability of vehicle approach and access (to the residence) and any exceptional requirements to overcome restrictions, including availability of parking; parking suspension requirement; need for a long (outside) carry and/or shuttle vehicle; need for an external hoist (outside elevator) or the like; steps from street level to building entrance above or below; applicable internal floor(s) above or below ground level; use of building’s internal elevator (lift); need for a long corridor (internal) carry.

Prepare a ‘pre-move’ inventory (survey list) of all items shown or described to the surveyor intended for the move (sometimes called a ‘Cube Sheet’).

Note any exceptional or unusual goods including fragile, heavy and bulky items requiring extra labour or specialist handling.

Note items which will require dismantling (and thus reassembly at delivery).

Note if extra goods not at origin location, or new purchased goods intended for inclusion.

Note if extra pick-up(s) from other location(s) is required.

Provide the surveyor’s estimate of net volume and/or constructed net weight for each separate move element.

Describe the method(s) of packing and stowage to be employed for the work, e.g., export packing, woollen pad or blanket wrap, loose-load, lift-van pack. etc.

Note any exceptional packing materials required.

Note item(s) to be crated; provide item measurements (Length x Width x Height)

Note any items which are not to be included in the move (e.g., staying, or being disposed of, sold …). Recommend recording ‘items not included’ on the pre-move inventory under separate heading.

Identify any restricted or hazardous items which may not be included in the move.

With transferee permission, recommend taking digital photos of :

Exceptional or unusual items requiring specialist handling, dismantling/reassembly, and/or crating;

Restricted access and parking.

Describe any accessorial and/or third party specialist services required.

Identify and report transferee’s move timing requirements where possible, including preferred pack/load and delivery dates, and if storage required, whether preferred at origin or destination and estimated duration.

Accuracy of the estimated volume and constructed ³ net weight is critical. The final net packed volume and/or constructed net weight must not exceed a tolerance of 10% against the estimate established by the surveyor during the pre-move survey, except when the transferee has added extra goods.

Submitting the pre-move survey result and quotation

Quotation when a pre-move survey is requested ⁴: The origin agent will submit the pre-move survey report and service quotation with terms for handling the move and timetable to the booker within three (3) working days of the pre-move survey date, unless otherwise agreed and documented.

If any elements of the service and or freight quotation/quoted rates, including disbursements, are subject to an additional official government sales tax or similar (such as VAT/GST), this must be clearly indicated along with the applicable tax rate.

Quotation ⁵ in response to an agent rate request (e.g., based on consignment specification supplied by the requesting agent): The origin agent will submit their rate offer within two (2) working days. Where complexity or scale of the request would prevent origin agent’s submission of the rate offer within the two (2) day period, the origin agent must acknowledge the request within one (1) working day and provide the requesting agent an alternative date by which the rate offer will be submitted.

If the origin agent should decline to submit a rate offer, he must notify the requesting agent within one (1) working day.

Provision of service quotation or rate:

The origin agent must include all the necessary service elements required to execute the appropriate packing, handling and removal of the consignment including documentation. Where applicable, the origin agent must include or specify separately the origin inland delivery element to the place/port/airport/terminal of departure.

Freight transport service quotation or rate:

When providing freight transport service, the origin agent must submit the applicable price or rate, specifying the method and route of transport, the port/airport/terminal/place of discharge, and the estimated transit time.

Identify origin port/airport/terminal handling charge(s) if applicable and state if included (or excluded) from either origin or freight rate.

Identify export customs clearance formalities, if applicable and state if included (or excluded) from either origin or freight rate.

Identify separate handling fee charged by the origin agent, if applicable, for advancing payment of additional expenses incurred for accessorial services and/or disbursements which are not otherwise included in the standard service elements.

Acceptance ⁶ of the pre-move survey result and quotation

The booker is responsible to give a clear purchase order or similar written authority to their nominated origin agent to proceed with the move. The booker must include consignment instructions and destination customs regulations, together with any documents required; such instructions must be submitted sufficiently in advance to allow the origin agent to carry out the work.

The origin agent is responsible to ensure that they have received adequate and timely written instructions from the booker, which are consistent with the terms of their offer.

The origin agent must confirm that they accept the order for work and by doing so they commit to perform that work as instructed.

Standard elements

The origin agent must provide all the standard service elements required to execute applicable packing, handling and removal of the consignment, and communications, including:

Notifying the booker of all key progress dates as they are confirmed including but not limited to pack and load date(s), receipt into warehouse date, estimated and actual departure/shipped-on-board dates, estimated arrival date.

Contacting the transferee at least one (1) working day in advance to confirm the scheduled commencement and timetable for the work.

Arranging the necessary vehicle parking authority/permit if applicable, but not including the parking authority/permit expense outlay.

Providing experienced personnel resources (i.e., removal crew) for packing and handling of the consignment sufficient for completion of work within the agreed timetable, and if applicable, appropriate vehicle(s) for the conveyance of the consignment.

Ensuring that the packing crew is aware of prohibited items which must not in any circumstances be included in the consignment, as advised by the booker (or destination agent, if different), or in accordance with local origin export control regulations; and

Ensuring that the packing crew is aware of restricted items which must not be included in the consignment without the prior approval of the booker (e.g. items not permitted by relocation policy or restricted by customs regulation).

Supplying packing materials ⁷ and cartons, and if applicable, fit for purpose crates, lift-vans, cases and air-freight cases.

Place in-residence floor, stair and other protection prior to commencement of packing and handling of the consignment, to prevent accidental damage or soiling of carpet or other floor coverings, and/or wooden floors and/or doorways, stairways, walls and other exposed areas.

The dismantling of furniture as specified in their pre-move survey report and/or service quotation.

a. Ensuring that all parts, fittings and keys (etc.) from a dismantled item must be packed, marked, cross-referenced to the related item and described on the packing list (inventory).

b. Providing all necessary packing; the method of packing ⁸ shall be as described in the origin agent’s service quotation, or otherwise export packed, including marking or labelling the outside of each package, piece, carton or other type of container with a clearly visible sequential package number.

2. Preparing a descriptive packing list ⁹ (inventory) which corresponds to the number(s) marked on the packages, which on completion of packing must be signed ¹⁰ and dated by both origin agent’s removal crew team leader and the transferee or his/her representative. Separate packing lists must be prepared for each element of the move, e.g. surface, air, storage, disposal etc.

a. Positioning and/or supplying appropriate container, vehicle, case, lift-van, or air-container at intended place of container loading or case-packing.

b. Ensuring container, vehicle, case, lift-van or air-container is fit for purpose prior to loading and/or stowing the consignment. Containers provided by the ocean-carrier/shipping company or third party vehicle for conveyance of the consignment must be inspected and certified by the origin agent as internally clean, dry, and wind/watertight - meaning free of any contamination, wet damage or dampness, physical damage, rust deterioration, holes and/or damaged or worn rubber door seals. Any container or vehicle which does not satisfy these conditions must not be utilised by the origin agent.

c. Loading and stowing goods into suitable container, vehicle, case, lift-van, or air-container.

d. Installing a bulkhead in sea-container, if applicable.

e. Ensuring that where the use of timber is necessary or agreed, only treated and certified timber/wood products are used (e.g. a visible ISPM 15 compliance stamp on the timber); this applies for any application involving wood e.g., crates, cases, lift-vans, packaging, including bulkheads and dunnage including wood used to load and secure cargo during transportation.

f. Confirming final weight and volume to the booker:

a. Notifying final consignment weight and/or volume to the booker.

b. Providing individual gross and net weight(s) and external dimensions (of cases, lift- vans and/or air-containers) for case packed consignments.

c. The final net packed volume and constructed net weight must not exceed a tolerance (greater or lesser) than 10% against the estimate established by the surveyor during the pre-move survey.

d. Where the final net volume and constructed ¹¹ net weight is likely to exceed or has exceeded the original estimate, the origin agent’s crew leader must :

i. make the transferee aware, and notify their (origin agent) line manager prior to completion of loading and sealing the container.

e. The origin agent must immediately communicate to the booker that the final net volume and constructed net weight is likely to exceed, or has exceeded, the original estimate. This is especially important if a consignment overflow is likely, or has occurred (see ‘In the event of a consignment overflow’ section).

f. The booker must advise the origin agent whether to proceed with the shipment as scheduled or to hold it pending further instructions.

g. When impossible to contact booker, the origin agent must perform services in the best interests of the booker.

Preparing export cargo documentation and if applicable, export cargo customs formalities.

Delivering consignment to the place/port/airport/terminal of departure.

Providing or arranging to provide the Verified Gross Mass of a sea-container in compliance with (worldwide) SOLAS regulations.

Normal exclusions

Origin service will not include the following elements unless previously specified and agreed between the booker and the origin agent:

Provision of marine/transit insurance ¹² cover or equivalent extended liability cover for the consignment.

Payment of parking authority/permit expense where applicable.

Provision of individual crates or cases for special / additional packing protection.

Provision of van and additional staff for a shuttle service.

Provision of additional staff for a long carry over 20 metres (65 feet).

Additional stair carry above the first upper floor (ground floor +1).

Provision of special external hoisting equipment such as an outside elevator or ladder lift.

Additional staff for handling heavy items such as a piano or safe.

Provision of non-removal services by a third party contractor, such as but not limited to handyman, electrical, plumbing, cleaning and specialist dismantling or reassembly services.

Packing and stowing of goods within (i.e., inside) furniture items ¹³ such as but not limited to cabinets, dressers, drawers etc.

Costs resulting from a consignment examination ordered by the applicable Customs authority or other official government body (except where such an examination is a routine and known element of normal export formalities).

Customs Authority or other official government body levy on export consignments.

Warehouse handling into and out of the origin agent’s warehouse (unless part of the normal export process in the origin country).

Provision of storage service at the origin agent’s warehouse.

Carrier’s demurrage and/or container detention charges, and/or port/terminal and/or airport rent (storage) dues.

Allowances

Employees moving for corporations or government bodies are often subject to a strict relocation policy set by their employer, with limits or restrictions on what and how much can be shipped. A relocation policy may also impose other restrictions such as certain goods which may not be included, a cap on moving costs, or a maximum insurance value. Some employers will not accept customs duties or taxes or may even ban their employee from including items which would inevitably incur duty or tax, for example, alcohol. Some value-add accessorial services offered by the mover such as special crating, storage, additional pick-up or delivery and separate debris collection might be restricted or even excluded by the employer’s relocation policy.

Clear instructions

It is always the booker’s responsibility to set out in their instructions to the origin and/or destination agent, clearly and without ambiguity, in advance of the move, any allowance or relocation policy restriction which will apply to the contract.

In the event of a container ‘no show’ or if the container is not fit for purpose

A ‘no show’ is an unexpected non-arrival of a container at the transferee’s residence.

A container which is contaminated or damaged is not fit for purpose (see Origin Services – Standard Elements C1.2.1-14)

Where the consignment is to be directly loaded into the container at the transferee’s residence, then whatever the reason for a ‘no show’ or not being fit for purpose, it is important to act quickly and decisively depending on the circumstances (see Origin Services – Standard Elements C1.2/1-14).

When either situation becomes apparent, the crew leader must :

Make the transferee aware, and

Notify their (origin agent) line manager ¹⁴.

The origin agent must:

Establish status of the ‘no show’ container.

Establish availability for a replacement container.

In the event that a suitable container cannot be loaded on the scheduled day,

The origin agent must report to the booker immediately, so that when possible, the booker has an opportunity to contact the transferee to agree a plan of action.

If the residence must be cleared of all goods on the scheduled loading day, and where it has not been possible for the booker to make a decision, then the origin agent should transfer the consignment to their warehouse pending further instructions from the booker.

The origin agent must issue a formal ‘notice of intent to claim’ to the carrier ¹⁵ for the additional costs and inform the booker accordingly.

It is the responsibility of the booker to determine who will pay for any extra costs and to instruct the origin agent accordingly.

Freight service

Where the booker instructs the origin agent to arrange freight transport, it is the booker’s responsibility to specify the required mode of transport, the destination place of arrival e.g., port/airport/terminal, and any other applicable requirements.

Where the origin agent agrees to arrange the freight transportation of the consignment on behalf of the booker, they must do so in accordance with the booker’s requirements.

Where the origin agent agrees to arrange the freight transportation of the consignment on behalf of the booker, they do so subject to the standard terms and conditions of carriage imposed by the applicable international carrier.

Unless otherwise instructed by the booker, the origin agent will book the consignment by the first available means of agreed freight transport and routing.

Unless otherwise agreed between the origin agent and the booker, the origin agent shall have sole discretion to choose the freight transport carrier.

It is the booker’s responsibility to clearly specify to the origin agent in writing prior to commencing packing if the consignment is to be withheld at origin, i.e., it must not be dispatched or ‘shipped on board’ by the international carrier until separate written authorization is given by the booker; and

It is the origin agent’s responsibility to notify the booker (if applicable) of any deadline (cut-off date) for releasing a ‘withheld’ consignment for dispatch or ‘shipped on board’ for a pre-booked vessel or flight and to inform the booker of additional / consequential costs (if any) that will be incurred due to the continuing withholding of the consignment.

It is the booker’s responsibility to provide authority to dispatch the consignment and clear consignment documentation instructions to the origin agent including any necessary customs, security or other exceptional documentation and protocol requirements prior to the closing date (or other deadline if specified for dispatch of the consignment to enable the origin agent to obtain a compliant and accurate carrier Bill of Lading, Air Waybill or similar carrier’s freight transport receipt).

It is the origin agent’s responsibility to arrange for the container to be weighed prior to being loaded onto the vessel (in line with the SOLAS requirements).

It is the origin agent’s responsibility to verify the carrier’s departure date of the consignment and advise the booker, including notification of any changes to the freight booking such as vessel name or flight number, departure or estimated arrival dates, or routing.

Pre-advice and shipping documents:

It is the booker’s responsibility to provide the origin agent with details of the nominated destination agent as part of the consignment instruction.

It is the origin agent’s responsibility to send a Pre-Advice of consignment to both the booker and the nominated destination agent unless otherwise instructed by the booker.

Provide written instructions ²⁰ or approval when applicable for the release for onward transmission; and/or delivery; and/or handover of the consignment when storage is (to be) terminated.

Where a storage consignment is to be released or transferred to order of a third party, the booker must specify in writing (to the warehousing agent) the name of that party (person or business entity) which is henceforth empowered to receive the consignment and/or to give instructions in respect of the disposal of the goods, and who is responsible for subsequent charges.

Before storage consignment is released from the warehouse or transferred to order of a third party, the booker and the warehousing agent must reach an agreement in respect of the charges due on the consignment.

Where the warehousing agent has agreed to store a transferee’s consignment for account of the booking agent, it is the warehousing agent’s responsibility to:

Confirm their rate and terms for storage and if applicable, terms of insurance cover whilst- in-store with the booker in writing (in advance, or within ten (10) days of receipt of goods if no prior notice of storage was received), and subsequently invoice and collect their charges from the booker.

Keep the consignment safe in their professional mover’s warehouse which must be dry, secure and adequately equipped and managed.

Inform the booker of the consignment receipt date and warehouse address location.

Provide a receipted descriptive packing list (for loose-packed consignment), noting any exceptions or discrepancies to the consignment identified at time of receipt; or

If receiving a ready packed (loose-packed) consignment (i.e., not packed by the warehousing agent), e.g., for SIT, provide a suitable alternative ‘Inventory Control’ document (sometimes called a warehouse checklist or ‘bingo sheet’) which corresponds to the descriptive inventory package/piece count, noting any exceptions or discrepancies to the consignment identified at time of warehouse receipt; or

If receiving a case or lift-van packed consignment (i.e., not packed by the warehousing agent), provide a Warehouse Receipt for the number and type of cases/lift-vans, noting any exceptions or discrepancies to the consignment identified at time of warehouse receipt.

Establish a written storage contract for perm (non-SIT) storage with the booking agent; or

If the storage consignment is both not for account of the booker and not insured by the booker or other third party, establish a written storage contract with the legal owner of the goods, or his representative, setting out the (warehousing agent) contract terms and conditions, and if applicable, strongly advise the transferee/client (in writing) to take out appropriate insurance cover whilst the consignment is in store and/or to note the warehousing agents limits of liability.

Storage charges in arrears and lien ²¹^:

The booker is at all times liable to the warehousing agent for payment of properly agreed warehousing agent’s storage charges including applicable related handling charges, fees and other expenses in accordance with warehousing agents quotation and payment terms. Failing properly agreed warehousing charges, the warehousing agents published tariff charges will apply at the time when the goods were received for storage.

The warehousing agent is at all times responsible to protect the booker’s lien on the goods, which means he must not release the consignment to the transferee or any other party without express written authority to do so, from the booker, except when an official order has been issued by the Judge of a Court or applicable Body of Law in the jurisdiction in which the consignment is held, naming and requiring the warehousing agent to release the storage consignment to the owner of the goods or somebody else. In the event of such an order, it is critical that the warehousing agent notifies the booker immediately upon becoming aware of the official order.

Where an instruction or request for service or release of the storage consignment is given directly to the warehousing agent by the transferee or any other party other than the booker, thus having the effect of bypassing the booker, the warehousing agent must notify the booker immediately. They must not proceed to act on the transferee’s or other party’s instruction or request until written authority to do so has been given by the booker.

Where contractual responsibility for a storage consignment intended to remain in-situ is to pass from the current booker to order of a new third party, the booker must give the warehousing agent proper notice in writing, identifying the new party taking over contractual responsibility, and must settle all charges due on the consignment up to date.

The booker remains liable for storage charges due on the consignment and ensuring continuation of insurance cover in respect of the goods until the warehousing agent has established a new contract with the third party taking over responsibility for the consignment.

If it is not within the booker’s control to ensure continuation of insurance cover after termination of their contractual responsibility for the storage consignment, they must inform the warehousing agent straight away, in writing.

If the warehousing agent is unable to establish a new contract with the new third party which is acceptable to them, they must give notice in writing to the original booker, instructing them to remove the consignment from their warehouse, and to pay all charges due up to the date of removal.

If the notice of transfer of contractual responsibility to a third party by the booker is late, the booker continues to be liable for the contract with the warehousing agent from the effective date of the transfer until a new contract is established by the warehousing agent, or until the goods have been removed from the warehouse.

The warehousing agent may not unreasonably delay the establishment of a new contract with the third party or otherwise unreasonably delay giving notice of termination of storage to the booker which would have the effect of unnecessarily increasing the booker’s liability for additional storage charges.

If the booker has arrears owed to them by his client accumulating as a result of the debtor client’s failure to make regular payments for applicable storage and related charges (having exhausted all reasonable attempts to properly trace the client if he has not responded to written communications to collect his arrears) and intends to exercise their right of lien on the consignment held by the (warehousing) agent to whom they has sub-contracted the storage, they must:

Provide written authorization or certifying document to the warehousing agent warranting booker’s authority to exercise lien and to sell or dispose of the goods (or part of the goods) to offset the client’s unpaid debt due to the booker; and

Indemnify the warehousing agent in writing against all liabilities or actions if any brought against the warehousing company by the owner of the goods or his agent for compensation or and/or damages arising from the sale or disposal of the goods or part of the good.

If the agent holding the storage has monies owed to him by the booker accumulating as a result of the booker’s failure to make regular payments for the subject storage consignment including related charges, and he intends to exercise their right of lien on the consignment, the agent may take the following alternative steps:

The agent holding the storage should exhaust all reasonable attempts to collect their monies from the booker including but not limited to referral to FIDI’s or other relevant Payment Protection Plan and/or Dispute Resolution service.

Withhold release or handover of the consignment to the transferee or his agent until either the booker or the transferee (or his agent) discharges the warehouse agents arrears against the consignment; or

If storage is to continue in-situ ²², notify the booker in writing of (warehousing agents) intention to apply to the booker’s client and/or the transferee to endeavour to secure payment of the due debt against the consignment, directly from that party ²³^; and

If the booker’s client and/or the transferee is agreeable, offer a new contract of storage (and direct billing / payment arrangements on future storage service) to that party (in this case, the warehousing agent must terminate the original storage contract in force with the booker, in writing).

It is important for all parties to understand that where a booker representing the owner of the goods sub-contracts the storage consignment to the warehousing agent and fails to fulfil their contractual responsibilities to the warehousing agent, that warehousing agent does not have a clear legal right to sell or otherwise dispose of the storage goods to recover unpaid storage and related charges. For this reason, if the warehousing agent is faced with this course of action as a last resort, they are strongly advised to seek local professional legal advice in the jurisdiction in which the consignment is held before proceeding.

Mould and/or Mildew / Contamination / Infestation

In the event of any form of contamination and/or infestation in a consignment:

If the consignment shows either visual presence of mould and/or mildew or associated wet damage, damp or fungal odour suggesting mould or mildew contamination, or any other contamination or infestation, it is important to act quickly and decisively. If discovered at time of handling the consignment, the following steps must be followed by the applicable handling agent:

If mould and/or mildew contamination is present on the goods at origin place of collection, the origin packing team must not proceed with packing or loading and/or removal of the affected goods from residence until a further response/course of action has been agreed with the transferee and approved by the booker.

If mould and/or mildew contamination is discovered or suspected to be substantially present on the goods prior to delivery into the transferee’s residence, (for example when opening and/or un-stowing goods from the sea-container, liftvan or case, or when removing the packaging material or unpacking contents from carton(s)), the applicable destination/delivery agent must immediately halt the delivery and unpacking service until a further response/course of action has been agreed with the transferee and approved by the booker.

The agent handling the consignment must inform the transferee of the presence of, or suspected presence of mould or mildew contaminated goods and explain that they are required to isolate the consignment pending further instructions (from the booker).

Contact the booker immediately (before proceeding any further), to agree upon an appropriate response; or (see below).

If due to time zone / business hours difference, the booker is not immediately available to agree an appropriate response, the agent handling the consignment should take the following immediate precautionary steps in the interest of the transferee and the booker:

Do not continue to deliver into the transferee’s residence any goods which are contaminated by mould or mildew (or strongly suspected of contamination).

Do not leave any contaminated goods or packages in-situ at the transferee’s residence; immediately and carefully remove (to outside) any actual or suspected contaminated goods (which may have) already been taken inside the residence.

Secure all contaminated goods, where possible by stowing back into the original container, liftvan or case, ready for removal from site, or otherwise safely isolate the items away from the transferee’s residence, and return the contaminated consignment to the handling agents warehouse, pending further instructions from the booker.

Follow the applicable Loss or Damage Prevention steps as outlined in section ‘Claims Handling and Settlement; Loss or Damage Prevention and Action’.

origin to destination within the established time limits, or (2) by prior agreement between the booker and his appointed destination agent, by the destination agent issuing such ‘notice of intent to claim’ to the local carrier(s) involved, on the booker’s behalf. Either way, such written notification should generally be issued immediately following discovery of and/or report of the loss or damage, and certainly within the applicable insurers time limits, or in the absence of clear time limits, within the following time limits set out in international trade law (e.g. International transport conventions):

· Shipping Line (including rail if part of freight contract):

Hague Visby Rules stipulate within 3 days from the time of delivery.

· Airline:

Warsaw and Montreal Convention’s stipulate within 14 days from the time of delivery.

· Road/Rail:

CMR ²⁸ and CIM Rules stipulate within 7 days from the time of delivery.

Claims Handling (public and/or contractual liability, property damage) and Settlement

Responding to a transferee claim or complaint (e.g., for alleged property damage, loss, or other potential public or contractual liability, other than loss or damage to goods submitted for removal covered by insurance set out in H1-1 or H1-2 above against the corresponding agent), is the responsibility of the booker because they hold the contract with the transferee/client ²⁹.

Under H3-1 above, it follows that the corresponding agent is responsible to the booker to account for the transferee’s claim or complaint with details of his response to the allegation. Such response should be submitted without delay and certainly within seven (7) days.

If the corresponding agent denies responsibility for the loss or damage claim or complaint or endeavours to limit their liability under their contract trading conditions, they must set out their reasons to the booker clearly and in a manner which will enable the booker to pass on the response to (a) the transferee, and (b) their (the booker’s) public and/or contractual liability insurers.

It should be noted and understood by both the corresponding agent against whom the allegation is made, and the booker, who has the contract with the transferee (or his agent) that if a dispute resolution cannot be reached with the transferee, either or both parties are at risk of being pursued (by the transferee or his agent), possibly resulting in legal action by the transferee against either or both agents.

If the corresponding agent accepts responsibility for the claim or complaint made against them, they must set out their proposed action plan to the booker to bring about a resolution, or, with the booker’s agreement, they may set out their proposed action plan and resolution directly with the transferee.

For similar public liability complaints or claims alleged by a third party (i.e., not by the transferee or his agent) against the corresponding agent, the complaint or claim handling response to the third party is the responsibility of the corresponding agent, unless (a) the booker also has a contract with that third party, and/or (b) the third party is claiming against the transferee, in which case item H3-2 applies.

Loss or Damage Prevention and Action (origin)

The origin mover’s representative (the designated crew member) should conduct a pre and post move ‘walk through’ inspection at origin residence with the transferee, noting (on the Work Order) any evidence of pre-existing and/or post move property damage; the work order should subsequently be signed ³⁰ (in the presence of the other) by both the mover’s representative and the transferee.

Recommendation:

With the transferee permission, take digital photograph(s) of any property damage;

Notify the booker immediately, if any property damage is established either before commencement, during, or following completion of the work, and include digital photographs where available.

The origin agent’s representative must prepare the residence prior to commencing work to ensure adequate protection of areas at risk (of property damage) such as but not limited to protective covering of carpet and other floor surface areas, exposed banisters, rails, wall areas and corners.

Record all visible ‘exceptions’ (i.e., pre-existing damage or fault) to any item(s) submitted for the move on the packing inventory prior to obtaining transferee’s signature.

Recommendation:

With the transferee permission, take digital photograph(s) of any pre-existing damage to items submitted for the move and notify the booker immediately.

Verify the cargo-worthiness of the conveying container (e.g., steel Container, truck, wooden liftvan, shipping case and/or Tri-Wall container and/or Airline container) prior to commencing loading and stowage of the consignment.

Do not proceed with loading if the container, truck or case is damaged, wet or damp, contaminated (e.g. odour), and therefore not cargo-worthy.

Record the container/truck unit Seal Number (to be affixed to the sea-container or truck unit) if applicable; and record the unique serial number (of the seal) on the Bill of Lading or applicable alternative Transport Document.

Recommendation:

Take digital photograph(s) showing both affixed seal number and container/truck unit number.

Use High Security ISO/PAS 17712 Seals.

1. The corresponding agent must send the signed (by transferee) inventory and/or Vehicle Condition Report and if applicable the signed Work Order with details of any ‘exceptions’ noted in writing or verbally by the transferee, to the booker ³¹.

PROFESSIONAL COOPERATION GUIDELINES FOR INTERNATIONAL MOVERS (Based on FIDI PCG)

A. Table of Contents

Scope and purpose

The Move Process

Origin service

Pre-move survey

Pre-move survey and response

Submitting the pre-move survey result and quotation

Acceptance 6 of the pre-move survey result and quotation

Standard elements

Normal exclusions

Allowances

In the event of a consignment overflow

In the event of a container ‘no show’ or if the container is not fit for purpose

Freight service

Destination service

Submitting the destination service rate or quotation

Acceptance of rate and booking

Standard services

Exclusions and/or limitations

Additional responsibilities

Storage

Mould and/or Mildew / Contamination / Infestation

Accessorial services

Supply of removal staff (and equipment) as help for packing, loading and unloading/unpacking

Invoicing, Payment Terms & Cancellation or Postponement Charges

Invoicing

Payment terms

Cancellation or postponement charges

Claims Handling and Settlement; Loss or Damage Prevention and Action

Insurance

Claims Handling (cargo) and Settlement

Claims Handling (public and/or contractual liability, property damage) and Settlement

Loss or Damage Prevention and Action (origin)

Loss or Damage Prevention and Action (destination)

Resolution of disputes

Responsiveness

Reference list

Acceptance ⁶ of the pre-move survey result and quotation