Relocation Management Services Deed of Standing Offer

What's covered

This deed is:

• Mandatory: For residential removals related to NSW Government employee relocations within NSW.
• Available: For other residential removals and associated services.
• Available: For commercial relocations and associated services within NSW.

For each booking, the service provider will deliver the following relocation management services:

• Coordinate a competitive procurement process by obtaining at least 3 written quotes for each relocation (service request).
• Coordinate, plan for, and administer the relocation and any associated services including but not limited to:
  • Residential relocations, storage, and associated services for relocations within NSW.
  • Residential relocations, storage, and associated services:
    • between NSW and any other state or territory within Australia
    • elsewhere within Australia, such as between the ACT and Queensland.
  • Residential relocations, storage, and associated services for international relocations to and from Australia.
  • Commercial and office relocations, storage, and associated services within NSW.
• Ensure the relocation service is performed in accordance with all relevant policies, regulations, guidelines, security requirements, industry and quality standards that may apply.
• Provide government buyers (eligible agencies) with specialist advice, guidance, and assistance in relation to the relocation services.
• Provide and facilitate excellent customer service.

Range of available associated services

A wide range of associated services can be arranged, including:

• relocation of specialist household effects (e.g. pets, pianos, pool tables, vehicles)
• relocation of specialised commercial items (e.g. medical, IT equipment, sensitive documents)
• additional insurance options
• marine transit and storage
• house cleaning services
• valet unpacking services
• residential relocation support services including
  • orientation/familiarisation programs
  • home search programs
  • school search and education consultation
  • cross cultural training
  • accommodation and travel coordination
  • settling in support and community orientation
  • international departure services
  • security briefings
  • spousal support
  • furniture rental coordination
  • home sale / rental support
  • asset management
• assembling office furniture for office and commercial relocations
• commercial relocation project management services

What you need to know

Supplier pool

The service provider will manage a pool of pre-approved and qualified removalists and storage providers (suppliers) who are suitable to perform the relocation services.

Security

All service provider and supplier personnel must undergo criminal history checks or national police checks prior to being added to the supplier pool. Individuals with any criminal record will only be used to provide the services after a review and written approval.

Why use this contract

Using this arrangement is mandatory for all NSW Government residential employee moves within NSW. Other benefits include:

• Ease of use: The service provider coordinates the entire process and guides each nominated client through every step of the relocation.
• Competitive pricing: You’ll receive a minimum of 3 written quotes for each relocation request, ensuring value for money.
• Expert support: Specialist advice and assistance are available to help eligible agencies navigate complex relocation needs.
• Reliable supplier pool: Only approved and qualified suppliers are used to deliver services.

Who to contact

For more information or advice contact:

• Move Dynamics Pty Ltd
  • Phone: (02) 4645 8035
  • Email: contactus@movedynamics.com.au
• NSW Police Force strategic procurement contract manager
  • Email: procurement@police.nsw.gov.au

Approved supplier

The preferred service provider:

Move Dynamics Pty Ltd (ABN: 83 098 988 348)

• Contact: 02 4645 8035 (7.30 am to 6 pm Monday to Friday).
• Email: contactus@movedynamics.com.au

Who's eligible to buy

The services are available to eligible agencies who have established a separate contract with the service provider. This includes:

• All NSW Government agencies as defined in the Public Works and Procurement Act 1912 (NSW)
• NSW Government approved, non-agency eligible buyers as defined in the Public Works and Procurement Regulation 2019 (NSW).

If you're unsure if your agency is eligible, or need more information about applying for eligibility, visit eligible non-agency buyers.

Whole of government

This arrangement is:

• a mandatory whole-of-government deed for residential removals related to NSW Government employee relocations within NSW
• an available whole-of-government deed for all other residential removals and associated service provisions
• an available whole-of-government deed for commercial relocations and associated services within NSW.

Create a separate contract

Establish a contract with the service provider

Each eligible agency must establish a separate contract with the service provider, to do this it is recommended to use agency registration form.

Each separate contract will be on the same terms and conditions for all eligible agencies. This enables consistency in the terms and conditions, the quality of service and the fees that apply.

Nominate an agency representative

When establishing the separate contract each eligible agency must nominate an agency representative, this individual will serve as the official point of contact and representative.

The nominated agency representative is the only person authorised to appoint ordering officers on behalf of the eligible agency.

Nominate ordering officers

Ordering officers are authorised to act on behalf of the eligible agency to request services, nominate clients, confirm bookings or approve variations to the price or scope of a booking in accordance with the terms of the deed or a separate contract.

Place a service request and confirm a booking

Once the separate contract has been established by the eligible agency, the approved ordering officer can place service requests and bookings.

1. Submit service request: Ordering officers must provide the service provider with:
   • Full contact information of the ordering officer and the eligible agency
   • The nominated client's name and contact information
   • Preferred service dates
   • Pick-up and delivery locations
   • Summary of required and additional services
   • Any service restrictions or security requirements, for example:
     • transport limits
     • insurance level
     • Working With Children Check (WWCC)
2. Client portal access: Clients may log into the online portal to enter relocation details and submit their inventory.
3. Quotation process: The service provider will obtain and verify service quotes, which will then be presented to the ordering officer.
4. Supplier selection: Ordering officers review the quotes and nominate the preferred supplier for the booking.
5. Booking confirmation: The service provider confirms the booking with the suppliers, the client and the ordering officer.

Pricing

The total purchase price for each booking may include a combination of the following fees and applicable variable charges:

• Fixed fees (management fees) per service booked. For example, relocation or storage.
• Variable charges based on the requested scope of requirements.
• Insurance charges, which are variable depending on the total insured value and the level of cover selected.
• Any applicable cancellation or variation fees.

Invoicing

Eligible agencies may request that invoices be submitted in a specific format. These requests should be reasonable and clearly communicated in the agency registration form to ensure smooth processing.

Eligible agencies are encouraged to pay correctly rendered invoices within 5 business days, in alignment with the Faster Payments Policy. This helps foster positive supplier relationships and supports business continuity.

Once a valid tax invoice is received, the eligible agency must pay the service provider the full purchase price within 30 calendar days.

Performance management

Performance is assessed against series of key performance indicators including, but not limited to:

• quotes delivered
• the supplier pool
• customer satisfaction levels
• variances
• APP, SME, sustainability commitments reporting
• processing of insurance claims

The service provider delivers quarterly contract management reports to the principal.

If you are an agency representative, an ordering officer, and a regular user of the contract, and would like to receive the management reports, contact the contract owner.

Managing issues

The service provider will allocate a relocation co-ordinator to each booking, this person will be the first point of contact and will assist in addressing any concerns that may arise.

How to manage complaints and disputes

You may raise complaints over the phone or submit a written complaint via email to the service provider.

If an issue or complaint is not resolved, both the eligible agency and the service provider must first seek resolution at an agency level in accordance with the separate contract and deed.

Service provider resolution escalation pathways

1. Relocation co-ordinator
2. Service delivery manager or operations manager
3. General manager

Eligible agency resolution escalation pathways

1. Client
2. Booking officer (ordering officer)
3. Eligible agency contract manager
4. Eligible agency authorised representative

If the matter can’t be resolved through these steps, it may be escalated to the principal’s contract manager at the NSW Police Force strategic procurement team procurement@police.nsw.gov.au

More support resources

Explore helpful guides for managing complaints and strengthening relationships:

• complaint management for buyers and supplier relationship management
• complaint management for suppliers and supplier obligations.

• Agency registration form DOCX, 473.55 KB