When a bond refund turns into a disagreement, we’re here to help sort it out.
When a rental agreement ends, the bond typically gets returned to the renter. If there’s disagreement between the renter and rental provider, such as a claim for unpaid rent, cleaning, or property damage, it can delay the refund.
If a renter disagrees with a bond claim, they have the right to challenge it.
RDRV helps both renters and rental providers resolve bond disputes. We review the information available, discuss the issue with everyone involved, and help both parties to agree on a fair outcome.
If there's no dispute, and you just want to make a bond claim. Here’s how.
At the end of a rental agreement, the renter or rental provider can both apply to have the bond released through RTBA online . If both parties agree, the bond is paid to the rental provider as outlined in the agreement.
Rental providers are required by law to lodge the bond with the Residential Tenancies Bond Authority (RTBA). If they haven't, it should be reported to Consumer Affairs Victoria.
How we help
We can help the parties to reach a fair and reasonable solution to any bond dispute. Our staff will work with all parties to get to the bottom of the problem and reach an agreement that works for everyone.
When you apply to RDRV, one of our resolution coordinators will:
- Contact you and provide information to help resolve your dispute, as well as share information on your legal obligations
- Contact all parties involved to get to the bottom of the problem
- Mediate discussions between everyone involved to reach an agreement
How we handle your case
Your resolution coordinator will handle your case from the time you apply until it is resolved. They will review your information and contact all parties so they can understand both sides, and help you reach a fair outcome. Many cases are resolved through facilitated discussion or mediation, without the need for a VCAT hearing.
Apply
If your dispute is about bond, compensation, excessive rent or repairs, apply for help via myRDRV.
Case review
Once we have assigned a resolution coordinator to your case, they will review the details, then contact you to discuss your options.
Resolution
We work with both parties to help you negotiate a fair outcome. If you cannot agree, we will help you get a decision at a hearing.
Need help with your bond disputes dispute?
If you’re having trouble resolving your bond disputes dispute, you can apply for help. Once we have assigned a resolution coordinator to your case, they will review the details, then contact you to discuss your options.
Tips for dealing with bond disagreements
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- Always take photos and carefully read the condition report at the start and end of your rental agreement. It's important that you identify any information in the rental provider's condition report that you disagree with.
- If you disagree with a bond claim, ask the rental provider for evidence of their claim.
- If you think a bond claim is unfair, tell them why and see if you can reach an agreement.
- If you can’t agree, apply to RDRV, and we will help you resolve the issue.
- If needed, we will help you prepare the matter for a hearing.
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- If you are making a bond claim, ensure you have a signed entry and exit condition report and photos to support your application.
- Lodge a claim through RTBA Online and be prepared to provide evidence if the renter disputes it.
- Try to communicate with the renter first to resolve issues.
- If you can’t agree, apply to RDRV, and we will help you resolve the issue.
- If needed, we will help you prepare the matter for a hearing.
The difference between damage and fair wear and tear
Fair wear and tear happens naturally over time - things like faded paint, worn carpets, or minor scuff marks from daily use. Damage, on the other hand, is caused by negligence or misuse, such as holes in walls, broken fixtures, or stains from spills.
Rental providers can only make a bond claim for damage, not fair wear and tear. Consumer Affairs Victoria (CAV) has more information about bond claims and refunds.
Additional information
This section gives you extra guidance that might help with your situation. It includes useful context, related rights and responsibilities, and other details that can support your decision making.
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If a renter disagrees with a bond claim, they have the right to challenge it. The rental provider must provide evidence for any claims, and RDRV can assist in reviewing the details, discussing it with both parties and helping to reach a fair outcome.
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Yes. If a rental provider refuses to return a bond without a valid reason, we can step in to clarify the issue, request evidence and work with both parties to reach a legally binding outcome.
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If an agreement isn’t reached, we will provide guidance on next steps, including how to escalate the matter to a hearing if necessary.
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If there is dispute regarding repayment of a bond held by the RTBA at the end of a rental agreement, you may apply to RDRV for determination. RDRV will seek a resolution of the dispute with the parties. If early resolution cannot be reached, the matter may be determined by a Member at hearing.
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After you apply to RDRV, we will do everything we can to help you find a solution to your bond dispute. However, in some more complex cases, a dispute may end up having to go to a hearing. If this happens, your RDRV Resolution Coordinator will support you through the process and ensure that everything you have provided goes to the right person. This will make the process faster, so you don’t have to provide the same information twice. You will need to give evidence and present your story to a Member at the hearing.
If you have to go to a hearing, you may have to pay an application fee. You can find information about costs, concessions, and discounts here.