Ask for the documents behind the claim
If the claim is not clear, ask for the final condition report, photos, quotes, invoices, receipts, and the specific items being claimed. In NSW, guidance says that when a landlord or agent makes a claim without tenant agreement, they must provide the end condition report and estimates, quotes, invoices, or receipts within the required timeframe.
Do not argue against a vague total. Ask what the amount relates to.
Build an item-by-item response
Create a short table or list: claim, your response, evidence attached. For cleaning, attach exit photos and cleaning receipts. For damage, attach entry and exit comparisons. For keys, attach key handover photos or receipts. For repairs, attach maintenance messages.
This format works better than a long email because it makes each disagreement assessable.
Use neutral wording
A useful response sounds like: "I do not agree with the carpet stain claim. The stain is visible in the entry condition photos attached, labelled Lounge - entry - carpet stain. The exit photo shows the same area after cleaning."
Avoid personal attacks. Even if you feel the claim is unfair, the decision-maker needs evidence, not heat.
Keep deadlines in mind
Bond dispute processes and response windows differ by state. Save every notice and check the relevant authority immediately so you do not miss a deadline. Evidence is weaker if it is perfect but late.
If the amount matters, or you are unsure how to respond, contact your state tenancy authority, tribunal, or tenant advice service for guidance.
Sources checked
Reviewed 2026-06-26 against official Australian tenancy authority guidance. This article is general information, not legal advice.