FAQ for tenants

This is an online service to lodge and refund bond money for NSW managing agents, landlords and tenants.

Bonds lodged online using RBO do not need a signed paper bond lodgement form. Instead, both the managing agent and the tenant log on to RBO with separate accounts to conduct rental bond transactions.

To replace signatures on a lodgement bond, RBO uses other security measures, such as mobile phone SMS codes, to verify rental bond transactions.

Your agent or self-managing landlord must offer Rental Bonds Online as the first option for lodgement of your rental bond.

A residential or retail tenancy bond where both the managing agent and the tenant are registered with RBO. The service allows the bond to be managed securely over the internet, without signing and sending 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 or authorised officer for retail bonds, to start using RBO you must have:

• details of the bond amount to be paid (as agreed with your landlord/agent)
• your email address
• your mobile number or a phone number capable of receiving SMS messages
• access to the internet (using a standard browser such as Microsoft Edge, Firefox, Chrome or Safari)
• the ability to pay your bond by Visa, Mastercard or BPAY for a residential bond, and the ability to pay via BPAY for a retail bond
• your bank account details (BSB and account number) with an Australian financial institution, usually a bank or credit union. This account is used to refund any bond money due to you at the end of your tenancy.

Each user will have a unique RBO user ID and password to log on to RBO. Also, to authenticate the 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 that we may ask in the future to help identify them over the phone.

You can access RBO from any internet-enabled device, including a desktop PC, laptop, tablet or mobile phone.

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.

If there are other tenants (co-tenants or communication recipients for retail bonds), you need to decide which tenant is going to be the 'principal tenant' or 'authorised officer' for retail bonds and advise your agent or self-managing landlord.

The principal tenant or authorised officer acts on behalf of all the tenants for the rental bond and is responsible for:

• registering with Rental Bonds Online and paying the bond money to NSW Fair Trading
• providing the contact details for all co-tenants so that all tenants are informed of any changes to the bond
• submitting or responding to a claim for refund of bond money on behalf of all the tenants at the end of the tenancy
• distributing the bond refund to the other tenants.

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.

For Retail Bonds - The Principal Tenant includes an Authorised Officer authorised to perform transactions on the bond and is not required to be noted on the Retail Lease.

Co-tenant includes communication recipients required to receive email and SMS notifications for retail bond transactions and is not required to be noted on the Retail Lease Agreement.

You can pay your bond online by Visa, Mastercard or BPAY for residential bonds. For payments by Visa or Mastercard, you will be guided to our secure third party payment gateway. A small 0.4 percent 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.

For retail bonds, you may only pay via BPAY with a maximum amount of $100,000.00. When you choose 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. Please contact the Rental bonds online security and support desk on 1800 990 724 if you wish to lodge a bond larger than $100,000.00.

No. You cannot be forced to pay using the online service. Your agent or self-managing landlord must offer the service as the first option for lodgement of the rental bond for residential bonds, but 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:

1. Give your email address to your agent (or self-managing landlord) so that they can start the lodgement process in RBO.
2. You will receive an email from RBO with instructions and a link to the secure RBO website.
3. Follow the instructions to create an account with RBO and pay your bond. This should take less than 10 minutes.
4. Once the bond money is received, NSW Fair Trading will issue you a receipt and immediately notify your agent or landlord.
5. Your agent or landlord will then arrange for you to sign the tenancy agreement for residential bonds.

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.

You can only submit a claim after the tenancy has ended for residential bonds. 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 or authorised officer for retail bonds 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.

A 'Notice of Claim' is issued to the landlord or property agent. This notice will be sent by email. 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 accept it. Once an agreement has been entered into RBO, the bond will be refunded within two 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 for residential bonds, or commencing prescribed proceedings and applying to the Small Business Commission for mediation for retail bonds. If they do not apply within the14 days, the bond will then be paid out as per your claim.

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 two 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:

• agree to the refund, or
• tell NSW Fair Trading that you have applied for a hearing with the NSW Civil and Administrative Tribunal for residential bonds, or commenced prescribed proceedings and applying to the Small Business Commission for mediation for retail bonds, if you are disputing the landlord or agent’s claim, or
• take no action and the bond will be refunded as per the landlord or agent's claim after the Notice period expires.

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 after receiving evidence. You are able to provide evidence using RBO.

No, you will need to refund the bond and create a new online lodgement for the new property.

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 protected] or phone 1800 990 724 (free call).