Introduction
At the end of your tenancy, the agent or landlord will inspect the property and determine your bond refund.
If you paid the bond directly to your landlord or agent, they will submit the claim for you or you can apply for a rental bond refund using your Rental Bonds Online account.;
If you submit a claim for the refund of your bond, a Notice of Claim will be emailed to the landlord or agent.
You'll receive your refund:
- 14 days after submitting your claim if the landlord or agent does not dispute it, or
- within 2 working days of the landlord or agent agreeing to your claim.
You may get only part of your bond back if:
- you owe the landlord or agent money, or
- there is damage or other expenses relating to the property.
Eligibility
- tenants with an Rental Bonds Online account
- for shared tenancies, the principal tenant.
Note: If you do not have an Rental Bonds Online account you'll need to complete a Claim for refund of bond money – PDF.
What you need
- your Rental Bonds Online login ID and password
- your mobile phone
- your Australian bank account details for payment of the bond refund.
How to apply
If your bond was lodged using Rental Bonds Online you must submit your claim online.
- Select the 'Apply online' button.
- Log in to your Rental Bonds Online account.
- Access your bond details.
- Select 'Submit a claim'.
- Follow the online instructions.
- You'll receive an SMS code to verify your claim.
If the bond was not lodged online you can download the Claim for refund of bond money – PDF and send the completed claim form:
- by email to bondclaims@customerservice.nsw.gov.au, or
- by post to Locked Bag 9000, Grafton NSW 2460 or
- in person at any Service NSW Centre.
More information
The refund amount
If you and the landlord or agent do not agree about the refund amount, you or the landlord or agent can submit a claim.
If you submit a claim using Rental Bonds Online:
- the landlord or agent then has 14 days to apply for a hearing with the NSW Civil and Administrative Tribunal (NCAT) to contest the claim
- if they do not contest within the 14 days, the refund amount you claimed will be paid to you.
If the landlord or agent submits a claim, a Notice of Claim will be emailed to you. You can then either:
- agree to the amount
- inform Fair Trading within 14 days that you've applied to NCAT for a hearing to dispute the amount, or
- take no action, and after 14 days the bond will be paid out as per the landlord's claim.
Claims against your bond
The landlord or agent can claim costs against your bond, such as:
- unpaid rent
- any fees from breaking the lease early (if applicable)
- repairs, if the premises has been damaged (other than 'fair wear and tear')
- cleaning, if you've left any part of the premises not reasonably clean
- the replacement of locks or security devices
- unpaid water usage charges
- other charges you may owe under the tenancy.