An agent cannot keep your bond. The money sits with a state authority, and the agent has to claim against it. You then have a fixed window to accept or dispute that claim, and in QLD and NSW that window is 14 days. Miss it and the bond is paid out as first requested.
If the claim involves cleaning, the end of lease and vacate cleaning service you booked matters, but so does your paperwork. This guide sets out how a claim works in each state, what to send, and where cleaning warranties fit.
What Happens When Your Agent Claims Your Bond
The landlord or agent lodges a claim with the state bond authority, which notifies you and gives you a limited time to respond. In Queensland and NSW, if you do nothing the authority releases the bond as the first request directed. If you disagree, the dispute goes to the state’s dispute process and the bond stays on hold while it runs. Victoria works differently, as the state notes below explain.
The bond can be claimed for damage, unpaid rent and cleaning that falls below the standard in the entry condition report. Official guidance in NSW and VIC is clear that fair wear and tear cannot be claimed against the bond. A landlord can only claim for damage if the property was in good condition at the start of the tenancy, which is why the entry report carries so much weight.
Exit reports often mix different kinds of claim: cleaning items, damage, missing items and rent. Treat each item separately. You may agree with some and dispute others.
Bond amounts and the authority that holds them differ by state. See bond amounts and authorities by state for the full list.
The Evidence That Supports Your Case
Across the end of tenancy jobs booked through Urgent Pro in Brisbane, the Gold Coast, Sydney, Melbourne and Perth, the entry condition report is the document that settles most cleaning disputes. It records what condition each item was in when you moved in, and any item noted as dirty, worn or damaged at entry cannot be claimed as your responsibility at exit. For what that report records and how agents use it, see what the property condition report captures.
Gather the following before you respond to any claim:
- The entry and exit condition reports, with your written comments on each disputed item
- Time-stamped photos from the start and end of the tenancy
- Every written message about repairs and maintenance, including requests the landlord ignored
- Receipts and service reports for any professional clean
- For clean bookings made through Urgent Pro, the service report and any re-clean confirmation
In Queensland, a property manager or owner who claims against a bond must give you supporting evidence within 14 days of the claim. Ask for it in writing if you have not received it.
The Bond Dispute Process by State
| State | Authority | How a claim is handled | Your window | If you disagree |
|---|---|---|---|---|
| QLD | Residential Tenancies Authority (RTA) | RTA sends a Notice of claim to each party | 14 days to lodge a Dispute resolution request (Form 16) | Free RTA conciliation, then QCAT if unresolved |
| WA | Bond Administrator within Consumer Protection WA | Disputed bonds decided by the Commissioner for Consumer Protection from March 2026 | Set by Consumer Protection WA, so check its current notice | Appeal to the Magistrates Court within 7 days |
| NSW | NSW Fair Trading (Rental Bonds Online) | Fair Trading sends a 14-day Notice of Claim | 14 days | Apply to NCAT and tell Fair Trading in writing within the 14 days |
| VIC | Residential Tenancies Bond Authority (RTBA) | Claims are made through RTBA Online | A rental provider needs your agreement, or applies through RDRV. 14 days for a rental provider to contest your claim | Rental Dispute Resolution Victoria (RDRV), then VCAT |
Queensland. The RTA sends each party a Notice of claim. If you disagree, respond within 14 days by submitting a Dispute resolution request (Form 16). If nobody responds, the bond is paid as directed by the first request. A dispute puts a hold on the bond and sends the matter to the RTA’s free conciliation service. If conciliation fails, the RTA issues a Notice of unresolved dispute and the person who lodged the dispute can apply to QCAT for a decision. A claim for more than the bond is handled as a separate “claim greater than bond” dispute and goes to QCAT without conciliation. Details are on the RTA’s bond refund page.
Western Australia. Since 28 March 2026, if the tenant and landlord do not agree on how the bond is released, the Commissioner for Consumer Protection decides, after both sides have had the chance to provide evidence such as the lease, condition reports, photos and invoices. Either party can appeal the Commissioner’s decision to the Magistrates Court within 7 days. If anyone on the bond lives interstate, the Commissioner cannot decide it: the parties may be offered a free Negotiated Agreement service, and otherwise the dispute goes to the Magistrates Court. Consumer Protection WA’s own pages have stated the reply period differently, so check the notice you receive for the exact deadline and respond early. The current process is on Consumer Protection WA’s bond dispute page.
New South Wales. Claims run through Rental Bonds Online. If the landlord or agent claims first, Fair Trading emails you a 14-day Notice of Claim. You can agree to it online. To dispute it, you must apply to NCAT and tell Fair Trading in writing that you have done so within those 14 days, otherwise the bond is released as claimed. The bond stays frozen while the dispute is pending. NSW Fair Trading also states that a tenant is not liable for damage caused by domestic abuse if they are not the perpetrator. See NSW Government’s guidance on bond disputes.
Victoria. Bond claims go through the RTBA. When a renter makes the claim, the rental provider has 14 days to contest it and show evidence of an RDRV or VCAT application, or the RTBA pays the claim. If the renter will not agree to a rental provider’s claim, the rental provider applies through Rental Dispute Resolution Victoria, a free service within VCAT that tries to reach an agreement before a hearing and prepares the matter for VCAT if needed. Rental providers can only claim for damage, not fair wear and tear. Consumer Affairs Victoria publishes the current steps on its bond claims and refunds page.
When the Bond Claim Exceeds the Bond
The bond is not a cap on what a landlord can seek. A claim for more than the bond is dealt with through the tribunal or court process in your state, and in Queensland it is handled as a separate dispute that goes to QCAT. The practical answer is to fix small items before the final inspection so that a list of minor charges does not build up. For the items agents most often raise, see the bond-back guide, and for the Queensland cleaning standard, see the Queensland bond clean standard.
Your Bond Dispute Rights
Tenancy disputes are decided under your state’s tenancy law and by the bond authority and tribunal above. The Australian Consumer Law is separate: it gives you rights if a service you paid for, such as a clean or a repair, was not delivered with due care and skill. If your dispute involves a cleaning provider that did not meet the agreed scope, see your consumer guarantee rights.
Cleans booked through Urgent Pro carry a warranty that runs for up to 14 days from completion for bond, vacate and end of lease cleaning. If the agent raises a cleaning item that falls within the original booking, the window closes 72 hours after the agent’s written report if that comes first, so send Urgent Pro the agent’s written report or a clear description of the issue as soon as you receive it. Urgent Pro coordinates the return visit and the provider re-cleans at no charge. Keep the confirmation, because it is useful evidence of the cleaning standard. The bond decision itself rests with the agent, the bond authority or the tribunal, not with any cleaner.
FAQs
Can an agent keep part of my bond?
No. In QLD, WA, NSW and VIC the bond is held by a state authority, and the landlord or agent has to claim against it. You are notified of the claim and can respond within the window that applies in your state. If you miss it, the bond can be released as first requested.
How long do I have to respond to a bond claim?
In Queensland and NSW the window is 14 days. In Western Australia the reply period is set by Consumer Protection WA and has been stated differently across its pages, so use the deadline on the notice you receive and respond early. In Victoria a rental provider needs your agreement to claim the bond, or must apply through Rental Dispute Resolution Victoria.
What is the most important evidence in a bond dispute?
The entry condition report, backed by dated photos from the start of the tenancy. An item recorded as worn, dirty or damaged at entry cannot be claimed as your responsibility at exit. An item recorded as fine at entry and found damaged at exit can be.
What if the claim is for more than the bond?
The bond does not limit what a landlord can seek. In Queensland a claim for more than the bond goes to QCAT as its own type of dispute. In the other states it is handled through the tribunal or court process for that state, so ask the relevant authority which applies to you.
What is RDRV in Victoria?
Rental Dispute Resolution Victoria is a free dispute resolution service within VCAT. It helps renters and rental providers settle bond disputes by agreement and, if they cannot, helps prepare the matter for a VCAT hearing.
What if the cleaning service I used does not stand behind its work?
Bond cleaning, vacate cleaning and end of lease cleaning booked through Urgent Pro carry a warranty that runs for up to 14 days from completion. If an agent raises a cleaning item that falls within the original booking, the window closes 72 hours after the agent’s written report if that comes first, so send the report to Urgent Pro as soon as you receive it. The provider then returns to fix it at no charge, once Urgent Pro has the agent’s written report or a documented description. Book cleaning services through Urgent Pro to have that warranty in place before your final inspection.