This is an online service for NSW property agents, self-managing landlords and tenants to lodge and refund residential rental bond money.
Bonds lodged online using RBO do not need signed paper forms. Instead, both the property agent (or self-managing landlord) and the tenant log on to their individual RBO accounts to conduct rental bond transactions. To replace signatures on forms, RBO uses other security measures, such as account passwords and security codes sent by SMS to your mobile phone.
An online bond is a NSW residential tenancy bond that is lodged online using RBO. The agent (or self-managing landlord) and tenant logon to RBO to manage the bond securely over the internet, without the need to obtain, sign and mail paper forms.
Your property agent (or landlord where the property is not managed by an agent) must already be registered as a user with RBO. The agent or landlord will need to invite you to use the service, before you pay any bond money or sign your tenancy agreement.
As a tenant, to start using RBO you must have:
All RBO users have a unique RBO user ID and password to log on to RBO. Also, to authenticate that the person doing a key transaction is actually that person, RBO will send a security code via SMS to the mobile phone number entered for this person.
Each user is also required to maintain security questions and responses in RBO that can be used for further identification.
You can access RBO from any internet-enabled device (such as desktop PC, laptop, tablet or smartphone) using standard browsers.
To update your details simply log on to your RBO account and go to 'Your Details'.
It is important to update in RBO any changes to your mobile phone number, email address and bank account. If you are a co-tenant, the nominated 'principal tenant' can do this on your behalf. This will ensure that you continue to receive RBO notifications sent to the principal tenant. To update your details you can also contact Rental Bonds Online Security and Support by email: firstname.lastname@example.org or phone: 1800 990 724 (free call).
If there are other tenants (co-tenants), decide which tenant is going to be the 'Principal Tenant' and advise your agent or self-managing landlord.
The Principal Tenant acts on behalf of all the tenants for the rental bond and is responsible for:
Other tenants may view details and receive copies of notifications sent to the principal tenant, but they cannot log on to RBO or do any bond transactions.
You can pay your bond online by Visa, Mastercard or BPAY.
For payments by Visa or Mastercard, you will be guided to our secure third party payment gateway. A small 0.4% surcharge applies. This is the fastest way to pay your bond and is the best option if you need to sign your tenancy agreement quickly.
If you choose to use BPAY, a BPAY Advice Slip will be produced with a Biller Code, Reference Number and the amount to pay. Use your internet banking to make your payment by BPAY. Speak to your bank or credit union if you need to know more about BPAY. Be aware that there may be up to a 3-day delay before your bank advises NSW Fair Trading that the payment has been completed.
No. You cannot be forced to pay using the online service. For new residential tenancies from 30 January 2017, an agent or self-managing landlord must offer the service as the first option for lodgement of the rental bond. You can still choose to use the existing paper-based method if the online service is not suitable to your circumstances.
Follow these steps to register for RBO and to pay a bond:
If you decide not to go ahead with the tenancy after paying your bond money, you can ask for your payment to be returned. As your bond money is securely held by NSW Fair Trading, simply log on to RBO and choose 'Request Return of Funds'. Your landlord or agent will be notified.
To submit a claim for a bond refund in RBO, log on to RBO and access your bond details. Click on 'Submit a claim' and follow the instructions. You will need your mobile phone to receive an SMS code to verify the claim.
All refunds for online bonds will be paid by direct deposit into the bank account nominated in RBO. This means it is important your bank account details are up-to-date before you submit a claim for refund.
For shared tenancies (two or more tenants on the bond), only the principal tenant with an RBO account can submit the claim on behalf of the other tenants.
You should discuss the claim with your landlord or property agent before you submit your claim in RBO.
Existing laws relating to bond refunds also apply to bonds lodged using RBO. A claim must not be made before the termination of the residential tenancy agreement, unless you have written agreement from your landlord or agent to submit an earlier claim, or you are directing the full bond to be paid to your landlord or property agent.
Unless you are agreeing for the full bond to be refunded to the landlord or property agent, by law, a 'Notice of Claim' will be issued to the landlord or property agent. This notice will be sent by email if you submitted the claim in RBO.
The Notice of Claim advises the landlord or property agent that a claim has been submitted.
If the landlord or property agent agrees with your claim, they can log on to RBO and agree to the claim. Once an agreement has been entered into RBO, the bond will be refunded within 2 working days.
If the landlord or property agent disagrees with the claim, they may discuss the claim with you. If an agreement cannot be reached, the property agent or landlord has 14 days to contest your claim by applying to the NSW Civil and Administrative Tribunal (NCAT). If they do not apply within the 14 days, the bond will then be paid out as per your claim.
More information about the bond refund process is available on the Getting your bond back page on the Fair Trading website.
If your landlord or property agent submits a claim releasing the whole bond to you, you do not need to take any action. You will receive an electronic notification advising of the claim and that payment is being processed. You should allow 2 working days for the funds to appear in your nominated bank account.
If an amount of the bond is being claimed by the landlord or agent, a Notice of Claim will be emailed to you with a 14-day notice period to respond.
In RBO, you may choose to:
If you and the landlord or agent agree on a different deduction amount during the Notice period, NSW Fair Trading will process the new claim on receiving evidence that both you and the property agent or landlord have agreed to the new amount. You are able to provide evidence using RBO.
No, an online bond cannot be transferred if you are moving to a new premises. You will need to have your existing bond refunded and lodge a bond for the new premises.
Once you have activated your RBO account, you will be able to view 'Help' information within RBO. If you need further assistance, contact Rental Bonds Online Security and Support by email: email@example.com or phone 1800 990 724 (free call).
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