Bond refund in NSW: how to claim, how long it takes and what happens at NCAT

To get a bond refund in NSW, you claim it through Rental Bonds Online, the NSW Fair Trading service that holds your bond. You can submit your claim once you have moved out and returned the keys, without needing the agent's signature. If the agent agrees, the refund typically arrives within two business days. If they dispute the claim, they have 14 days to apply to the NSW Civil and Administrative Tribunal (NCAT).

This guide explains how to claim your bond, expected time frames, what to do if the landlord claims first, and what to expect at an NCAT hearing regarding bond disputes. It applies only to NSW. For Queensland, bonds are managed by the RTA, detailed in our RTA bond refund guide. Every state and territory is compared in how long it takes to get your bond back.

Last updated 21 September 2026, aligned with the Residential Tenancies Act 2010 (NSW), NSW Government and NCAT resources, and NCAT fees effective 1 July 2026. This is general information, not legal advice.

How do I get my bond back in NSW?

To get your bond back in NSW, lodge a claim via Rental Bonds Online after your tenancy ends. NSW Fair Trading will notify the landlord or agent, who then has 14 days to accept the claim or apply to NCAT. You do not need to wait for the landlord's approval before claiming.

Steps to follow:

1. Complete your tenancy properly. Pay rent through your notice period, clean the property to its original condition, remove all belongings, and return all keys. Use the end of lease cleaning checklist for guidance.
2. Attend the final inspection if possible. You and the landlord or agent complete the end of tenancy condition report. The law requires both parties to have a reasonable chance to attend. See our exit condition report page for details.
3. Photograph every room on your move-out day. Capture wide shots, close-ups of pre-existing wear, and areas commonly inspected like ovens, shower screens, and window tracks. Refer to the sample report for examples.
4. Submit your claim on Rental Bonds Online. The bond status must be "HELD". You can claim the full bond or deduct any agreed amount owed.
5. Verify your bank details on Rental Bonds Online. Refunds are paid by direct deposit to an Australian bank or credit union account. If leaving Australia, keep the account open until you receive your refund.
6. Monitor communications from Fair Trading. Respond promptly to any emails or texts with deadlines.

What if your bond was lodged on paper?

If you don't have a Rental Bonds Online account, use the NSW bond claim form, Claim for Refund of Bond Money. Submit it by post, email (bondclaims@customerservice.nsw.gov.au), or in person. You can lodge the claim even if the landlord or agent refuses to sign. Fair Trading will notify them and give 14 days to dispute. Never sign a blank form or one with amounts you disagree with.

Should you claim first or wait for the agent?

The Tenants' Union of NSW recommends claiming as soon as you move out and return keys, regardless of agreement with the landlord. Claiming first means the landlord must apply to NCAT within 14 days and pay the fee, or your claim is paid automatically. If the landlord claims first and you disagree, you must apply to NCAT.

If you agree you owe money (for example, unpaid rent), claim the bond minus that amount for faster processing.

Can you transfer your bond to a new rental?

Yes, if moving between NSW rentals. Smart Rental Bonds allows bond transfers via Rental Bonds Online for a $25 fee, provided the same tenants move and you vacate the old property within 4 weeks of starting the new tenancy. Transfers cannot occur if a claim is active on the old bond.

How long does a bond refund take in NSW?

Agreed bond refunds in NSW usually take one or two business days. The NSW Government states refunds are processed within two business days after the landlord or agent accepts the claim. The Tenants' Union notes agreed refunds often arrive within 24 hours. If the agent does not respond, Fair Trading pays the claim after 14 days.

Sources: NSW Government bond refund, bond disputes, and Tenants' Union bond claim tips, accessed 21 September 2026.

There is no landlord deadline to return the bond since Fair Trading holds it. The 14-day period is the landlord's response window after you lodge your claim.

What happens when the landlord makes a bond claim?

If a landlord or agent claims part of your bond without your consent, Fair Trading sends you a Notice of Claim via email, SMS, or post (for paper bonds). You have 14 days to respond. If you accept or do nothing, the claim is paid and you receive the remaining bond. If you disagree, you must apply to NCAT and notify Fair Trading before the payment date.

This 14-day period is mandated by section 164 of the Residential Tenancies Act 2010. The notice states Fair Trading will pay the claim unless informed in writing within 14 days that the matter is before NCAT or a court.

Disputing a bond claim in NSW involves two steps, with the second often overlooked:

1. Apply to NCAT within 14 days of the notice. Applications can be made online.
2. Notify Fair Trading of your dispute by logging into Rental Bonds Online before the payment due date to freeze the bond. For paper bonds, return the slip included with the notice.

Attempt to resolve disputes directly by writing to the agent, specifying disputed items and requesting an itemised list. If you reach an agreement, confirm it by email and ask the agent to inform Fair Trading.

What evidence does the landlord have to give you?

Per section 165 of the Act, landlords or agents claiming bond money without tenant consent must provide the tenant with the completed end of tenancy condition report and copies of any estimates, quotes, invoices or receipts within 7 days of making the claim. Failure to do so without a reasonable excuse is an offence with a maximum penalty of $2,200.

If you don't receive these documents, request them in writing promptly. The NSW Government advises lodging a complaint with Fair Trading if evidence is withheld. Do not let the 14-day dispute period run out while you wait. A simple email like this suffices:

"Regarding your claim on the rental bond for [address], bond number [number], dated [date]: Section 165 of the Residential Tenancies Act 2010 requires you to provide me with the completed end of tenancy condition report and copies of any estimates, quotes, invoices, or receipts within 7 days of the claim. Please email these to me today."

What if the bond has already been paid out?

You can still apply to NCAT. Under section 175 of the Act, NCAT can make orders about bonds even after payout, and NCAT's list of tenancy orders says the application must be made within 6 months after the bond is paid out. This time limit applies to both tenants and landlords.

What happens at an NCAT hearing about a bond?

NCAT schedules bond disputes for conciliation and hearing on the same day. Both parties are encouraged to reach an agreement in a private session. If unsuccessful, a Tribunal Member hears the case, reviews evidence, and usually issues a binding decision that day. Most participants represent themselves.

The application fee from 1 July 2026 is $64 for residential matters, or $16 if eligible for a reduced fee (for example, Centrelink recipients or students on Commonwealth allowances). NCAT may waive fees for serious hardship. The applicant pays the fee.

Conciliation: A Conciliator may assist at larger venues but does not provide legal advice or rulings. NCAT advises being prepared to negotiate and only agreeing to fair terms.

Hearing: The applicant usually presents first. The Member asks questions, both sides submit evidence, and you may be asked to take an oath or affirmation. NCAT hearings are generally public and audio recorded. Address the Member respectfully: NCAT's hearing day page suggests Mr or Ms plus their surname, or Sir or Madam.

Bring all relevant documents: tenancy agreement, bond number, condition reports from start and end of tenancy, dated photos, receipts, and correspondence with the agent. Under section 30 of the Act, a condition report signed by both parties is presumed accurate unless there is evidence to the contrary. Our guide on phone photos as evidence in a bond dispute explains why photos sent via messaging apps may lose their date stamps.

For free pre-hearing advice, contact your local Tenants Advice and Advocacy Service at 1800 251 101.

What is fair wear and tear in NSW?

Fair wear and tear refers to the natural ageing of a property from normal use and environmental factors, and tenants in NSW are not responsible for paying for it. Section 51(3) of the Act requires tenants to leave the property as close as possible to its original condition, except for fair wear and tear, and in a reasonable state of cleanliness, having regard to its condition at the start of the tenancy.

The NSW Government provides paired examples of fair wear and tear versus damage. The Tenants' Union gives a simple one: a carpet burn caused by the tenant is damage, but carpet worn from foot traffic or sun fading is fair wear and tear.

Under section 166, landlords can claim reasonable costs for repairing damage and for cleaning anything not left reasonably clean. The Tenants' Union notes tenants are not required to restore items to new condition; compensation is based on the item's age and value, not replacement cost. Our guides on fair wear and tear vs damage and end of lease cleaning requirements provide detailed examples and cleaning obligations.