FAQ's for Tenants and Occupants

Initially the Portal will only be available to lessors and agencies.

Tenants will receive email correspondence via the Portal when a payment is made towards a bond or when a request is made for a bond refund. These will be emailed to the tenants’ nominated email address.

If your bond was lodged prior to the Portal going live, your bond will be managed under the procedures and system in place at the time

Yes, tenants may continue to lodge bonds using the Tenant Bond Lodgement form. The completed form should be emailed to rb@act.gov.au.

Once received, the Rental Bonds Office will enter the bond into the Portal. If the lessor or agency has registered for the Portal the bond will be assigned to their account, allowing them to view and manage the bond.

The party submitting the Tenant Bond Lodgement Form will receive notification from the Rental Bonds Office of the bond number and unique payment reference details.

When a payment is made towards a bond, the tenants will receive a payment confirmation email with a bond lodgement receipt attached. This will be emailed to each parties nominated email address and issued the same day the payment is received by the Portal.

Yes, payments may be made in instalments.

If you have organised to deposit the bond, you will need to obtain the bond number and unique payment reference details from the lessor or agency. Each payment should be made using the same BSB and account number provided for the bond. The bond number should be entered as the transaction description.

A payment confirmation email will be sent each time a payment is made, with the bond lodgement receipt attached. The receipt provides a summary of payments made to date and details any outstanding balance.

Yes, tenants may continue to request bond refunds using the Bond Refund form. The completed form should be emailed to rb@act.gov.au.

Once received, the Rental Bonds Office will enter the refund request into the Portal. All parties to the bond will then be emailed a Bond Refund Notice asking if they approve the refund request or if they wish to dispute it. The party submitting the bond refund request does not need to respond to the Notice.

Should the refund request be disputed, the Rental Bond Office will notify the ACT Civil and Administrative Tribunal. Any portion of the bond that is undisputed will be refunded at this stage.

If the refund request is undisputed, the bond will be refunded as requested. All refunds are paid by bank transfer.

You should notify the Rental Bonds Office if your contact details change by completing the Change of Contact Details form and emailing it to rb@act.gov.au .

This form can also be used to notify the Rental Bonds Office if you do not wish to receive correspondence via email. However, it should be noted that it will take longer to process requests if correspondence is to be posted.