Retail rental bonds

Lodging your bond

Using Rental Bonds Online

If you choose to use Rental Bonds Online, you will need:

• access to the internet
• an email address
• a mobile or phone number that can receive SMS messages
• bank account details from an Australian financial institution (usually a bank or credit union)
• the ability to pay using BPAY
• details of the bond amount to be paid.

Log in to Rental Bonds Online with an existing account or get started using Rental Bonds Online with our guide for tenants.

Using a paper form

Download and fill in the retail bond lodgement form.

You will need to sign the form and get your landlord or agent to sign.

Once you have all the signatures, post the form along with a cheque for the bond amount to Rental Bonds.

Checking your bond has been received

If you used Rental Bonds Online, you can log in to check whether your bond has been received.

If you used a paper form, you can contact Rental Bonds to check the status of your bond.

You may be asked a few questions to check that you are a party to the bond. Make sure you have the following information ready:

• address of leased premises or shop
• name of the tenant
• name of the landlord.

Managing your bond during a tenancy

You can top up your bond or advise a change of managing agent or landlord during your retail lease period.

Topping up your bond

Agents and landlords can request a top up of your bond during your tenancy. For example, to cover a change in your lease agreement.

Using Rental Bonds Online

If your agent or landlord is registered with Rental Bonds Online, they can send you a request via email to top up your bond.

You will need to log in to Rental Bonds Online and follow the instructions in the email. You must be able to pay your top-up via BPAY.

Once paid, you and your agent or landlord will receive an email saying the top-up has been successful.

Using a paper form

Download and fill in the retail bond lodgement form.

Make sure that you check the ‘Top up for’ box and include the bond number. If you are unsure of the bond number, you can contact Rental Bonds.

You will need to sign the form and get your landlord or agent to sign.

Once you have all the signatures, post the form along with a cheque to Rental Bonds.

Changing the managing agent or property owner on a retail bond

Using Rental Bonds Online

An agent or landlord registered for Rental Bonds Online can notify a change of agency or owner from within Rental Bonds Online.

Using a paper form

Alternatively, you can download and complete the change of managing agent and owner form, and send a scanned version or a clear picture to  Rental Bonds.

Transferring 5 or more bonds

If 5 or more bonds are transferred from one agency or owner to another, please send a list of bonds (with bond number and/or property address) and a letter to Rental Bonds with the following information:

• A request to transfer the bonds.
• For properties managed by agencies: name, role and signature of both incoming and ongoing agency directors or licensees-in-charge.
• For properties managed by owners: name, role and signature of company directors (if the property belongs to a company), name and signature of individuals (if the property belongs to one or several individuals) as well as the signature of the outgoing/ongoing agent, as appropriate.

Claiming your bond at the end of a retail tenancy

Once you end a tenancy agreement you are entitled to receive your bond back, unless you have damaged the property or owe money to the landlord. 

If you lodged your bond through Rental Bonds Online, you can log in and submit a claim to get it back.

Otherwise, submit your claim to Rental Bonds using the claim for retail bond money form.

Your landlord and all other parties to the lease have 14 days to accept or dispute your claim. If you and your agent or landlord reach a different agreement during this time, you can submit a new claim form.

Most claims will be paid within 14 days of receipt.

Delays in processing a bond claim 

Sometimes delays may occur when processing your rental bond claim. This can happen because:

• the information on the form is incomplete or is different from the records
• a signature is missing
• a signature cannot be validated
• one of the parties disputes the claim
• the bond is found to be held in a residential scheme
• you, your agent or landlord is under administration or de-registered.

If you think your information is complete but you have not heard anything within 14 days, contact Rental Bonds.

Dealing with retail bond disputes

Disputing a claim online

If you submitted your claim online and your landlord disputes it, you will receive a Notice of Claim.

If you don’t agree with the dispute, you should:

• log in to Rental Bonds Online and follow the instructions to start the dispute process, and
• complete the Small Business Commissioner application for mediation form online.

Disputing a claim using paper forms

If you submitted your claim using the paper form and your landlord disputes it, you will receive a paper Notice of Claim.

If you do not agree with the dispute, you should:

• complete the tear-off slip at the bottom of the Notice and send it to Rental Bonds by email or post, and
• download and complete the application for mediation of a lease or bond dispute form and email it to: we.assist@smallbusiness.nsw.gov.au.

If you leave your premises during this process, you should submit a change of address form with the post office or update your contact details with Rental Bonds. This makes sure that you will still get notifications about the results of your dispute.

Settling the dispute by agreement

If you and the landlord later reach an agreement to release the bond then please submit a new claim approved by both parties. 
 

What if the bond has already been paid out?

You are able to dispute the payment of a bond even after it has been paid out. However, if the bond is no longer held by the Retail Bonds Scheme, it may be difficult to get money back. You should contact the Small Business Commissioner to discuss your options for resolving the matter, including how mediation may still help.

Get help and support with retail bonds

You can contact Rental Bonds about:

• cash bonds held in the Retail Bonds Scheme
• checking your rental bond
• topping up your rental bond
• submitting your rental bond claim form
• disputing a Notice of Claim
• updating your details or any other questions about your bond.

Where to submit or send forms and letters

• Retail bond-related forms can be submitted at Service NSW Centres.
• Forms and letters can also be sent via post to Rental Bonds: