During a tenancy, information for tenants

During a tenancy, information for tenants

This is a collection of fact sheets for people who rent, on topics that may arise during a tenancy:

Privacy when renting Getting repairs done Safety and security Rent increases Paying water charges Falling behind with your rent Asking to make an alteration Sharing a rented home Domestic violence in a rented property Mortgagee re-possession Natural disasters Pests and vermin Residential tenancy and real estate complaints

All the fact sheets in this document can also be accessed as individual pages on the Fair Trading website: www.fairtrading.nsw.gov.au.

Many of them are in the Renting a home, During a tenancy section.

June 2017

http://www.fairtrading.nsw.gov.au/ftw/Tenants_and_home_owners/Renting_a_home/During_a_tenancy.page?

You have a right to privacy and quiet enjoyment of thepremises you are renting. Your landlord, agent oranybody else acting on their behalf must not interferewith your reasonable peace, comfort and privacy.

For this reason, the law restricts the access a landlord oragent can have to the rented property while you are livingin it. They are only allowed to enter the premises atcertain times for certain reasons and in most cases haveto give you notice first.

Notice before entryThe amount of notice the landlord or agent must give youdepends on the reason for entering the premises.

Reason Notice required

To inspect the premises (up to 4times per year)

At least 7 dayswritten notice

To do ordinary repairs or carry outmaintenance

At least 2 daysnotice

To carry out urgent repairs, suchas fixing burst waterpipes, dangerous electrical faults,gas leaks or blocked toilets

None

To comply with health and safetyobligations, such as installingsmoke alarms


To obtain a property valuation(once in a 12 month period)


To show a prospective tenant (inthe last 14 days before yourtenancy is due to end)

Reasonable noticeon each occasion

In an emergency None

If they have tried to contact youand been unable to do so andhave reasonable cause for

None

serious concern about yourhealth or safety or otheroccupants

If they reasonably believe thepremises have been abandonedby you

None

To show the premises toprospective buyers

2 weeks writtennotice before firstinspection.Subsequentinspections asagreed with you, orno more than 2inspections perweek with 48 hoursnotice

In accordance with a NSW Civiland Administrative Tribunalorder

As ordered by theTribunal

In addition to all of the above reasons you can consent tothe landlord, agent, or any other person acting on theirbehalf to enter the property at any time for any reason.

Limits on accessIn most circumstances, access is not permitted onSundays, public holidays or outside the hours of 8am to8pm. Where practical, you should be notified of theapproximate time when access will be required.

If a person wishes to enter the property withoutthe landlord or property manager (e.g. a selling agent,valuer or tradesperson) they must have written consentfrom the landlord or managing agent which theymust show to you. The person who comes must not stayon the premises longer than is necessary to achieve thepurpose.

Privacy when rentingInformation for tenants

February 2014

These limits do not apply in an emergency, for urgentrepairs, if the premises are abandoned, if the Tribunal soorders or if you agree.

Entry when you are not homeIf correct notice has been given, you do not need to be athome for the landlord or agent or authorised person toenter. If the time does not suit you, you can try tonegotiate a different time with the landlord or agent.

Unlawful entryIf these requirements have not been followed you do nothave to allow access to your home. It is an offence for alandlord or someone on their behalf to enter the premiseswithout following the correct procedures. If the problem isserious or persistent, you may apply for an order from theTribunal.

If your goods are damaged or stolen during the accessvisit you can apply to the Tribunal for compensation.

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www.fairtrading.nsw.gov.auFair Trading enquiries 13 32 20TTY 1300 723 404Language assistance 13 14 50

This fact sheet must not be relied on aslegal advice. For more information aboutthis topic, refer to the appropriatelegislation.

© State of New South Wales through NSW Fair TradingYou may freely copy, distribute, display or download this information with some importantrestrictions. See NSW Fair Trading's copyright policy at www.fairtrading.nsw.gov.au or [email protected]

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When you rent a place to live the landlord must ensure itis in a reasonable state of repair before you move in,taking into account the age and remaining life of theproperty and the amount of rent you pay.

If something in the premises breaks down, leaks orneeds fixing you should contact the landlord or agent assoon as possible. Even if the issue doesn't bother you,you should tell the landlord about it because you may beresponsible for expenses that arise from the issue if youdidn't keep the landlord informed.

Unless the repairs are urgent, it is best to make therequest in writing. Tell them what needs fixing and whenyou would like it done by.

The landlord is not always obliged to fix every small thingin the property. They only need to keep the premises in areasonable state of repair considering the age of theproperty, the amount of rent you are paying and theprospective life of the premises. They also need tocomply with building, health and safety laws.

You are responsible for doing things like replacing lightbulbs, changing the smoke detector batteries, cleaningwindows, dusting, removing cobwebs and routine gardenmaintenance such as watering, mowing and weeding.

Urgent repairsThe law distinguishes between urgent (emergency)repairs and those which are not so urgent. Urgent repairsare:

● a burst water service or a serious water service leak● a blocked or broken toilet● a serious roof leak● a gas leak● a dangerous electrical fault● flooding or serious flood damage● serious storm or fire damage● a failure or breakdown of the gas, electricity or water

supply to the premises● a failure or breakdown of the hot water service

● a failure or breakdown of the stove or oven● a failure or breakdown of a heater or air-conditioner● a fault or damage which makes the premises unsafe

or insecure.

If urgent repairs are needed you should notify thelandlord or agent right away. The landlord or agent mustarrange for the repairs to be done as soon as possible. Ifyou cannot reach them, check your tenancy agreementfor the details of a nominated tradesperson to contact.

If urgent repairs are not done within a reasonable timeyou may be able to arrange for the work to be done andbe reimbursed by the landlord (but only up to $1000).However, you must be able to show that:

● the need for the urgent repair was not your fault● you contacted the landlord or agent about the

problem or made a reasonable attempt to do so● you gave the landlord or agent a reasonable

opportunity to get the repairs done● the repairs were carried out by a licensed

tradesperson (if appropriate).

You must give the landlord written notice setting out thedetails of the repair and copies of all receipts. Thelandlord is required to pay you back within 14 days ofreceiving your notice. If they do not pay you back, youcan use Fair Trading's free tenancy and real estatecomplaint service who can contact the landlord and helpnegotiate an agreement. Alternatively, you can apply tothe NSW Civil and Administrative Tribunal for an order.

If urgent repairs are likely to cost more than $1000 or youcannot afford to pay, you can apply to the Tribunal foran urgent hearing order for the landlord to get the repairsdone.

Doing repairs yourselfYou cannot arrange for non-urgent repairs to be carriedout unless the landlord or agent has agreed. If theyagree, make sure you get it in writing before the work is

Getting repairs doneInformation for tenants

February 2017

done, including any agreement about reimbursing yourcosts. Also, make sure you keep all the receipts for anywork carried out.

If repairs are not doneYou should never stop paying the rent for any reason,including when a landlord is not doing repairs.Withholding rent will put you in breach of your agreementand will not help to resolve the repairs problem.Withholding rent places you at risk of having yourtenancy terminated.

Resolving repair problemsIf you and your landlord can't agree about a repairproblem, you can use Fair Trading's free tenancy andreal estate complaint service. Fair Trading'sexperienced staff will talk you through the issues and cancontact your landlord or agent to negotiate anagreement. The Help with tenancy problems videodemonstrates how the complaint service works. It can beviewed on Fair Trading's YouTube channel.

You can also apply to the Tribunal for orders relating torepairs. These include:

● an order that the landlord do repairs● an order that you can pay your rent to the Tribunal

until the repairs are done● an order that your rent be reduced until the time it is

fixed● an order to compensate you for losses (eg. damage

to your belongings from a leaking pipe after you toldthe landlord the pipe was leaking).

Damage caused by youYou must notify the landlord as soon as possible if theproperty is damaged. If you or somebody you invited toyour home caused damage, you may have to pay for therepairs or arrange for the repairs yourself.

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When you are renting a place to live, the landlord mustprovide premises that are in a reasonable state of repairand are reasonably secure. There are a number of safetyand security matters that you may need to think about.

Window and balcony safetyEach year, around 50 children fall from windows orbalconies in Australia. Many suffer serious injuries.Sometimes these falls are fatal.

There are a number of simple, commonsense steps youcan take to reduce this risk. For example, move furnitureaway from windows and balustrades, and fit locks orguards to windows so they cannot be opened more than12.5cm, except by an adult.

Falls occur more often in the warmer months whenfamilies leave windows and doors to balconies openduring the day and at night. Do not rely on flyscreens toprevent your child from falling out of a window.

Fair Trading has produced two short videos aboutwindow safety presented by DIY guru and TV personality,Rob Palmer. They include easy step-by-step instructionson how to install window safety devices yourself. You canwatch the new Window safety video series on ourYouTube channel.

The NSW tenancy laws require landlords to provide andmaintain locks and security devices to make thepremises reasonably secure. Landlords cannotunreasonably refuse permission for tenants to makeminor changes to rental premises, such as installing childsafety window locks.

Go to the Window and balcony page on the Fair tradingwebsite for more information.

Swimming poolsYoung children can drown because of faulty orinadequate pool fencing. The maintenance of poolfencing is extremely important, even if you do not haveyoung children living at your home. Children are most at

risk of drowning within six months of moving into a newproperty with a swimming pool, or when visiting the homeof a friend, family member or neighbour with a pool.

If the property you are renting has a swimming pool, youneed to check that the pool fence is in good, workingcondition. Landlords must meet the standards in theSwimming Pools Act 1992. This requires most pools tobe surrounded by a fence that separates the pool fromthe house. Please visit the pool safety checklists page onthe swimming pool register website for furtherinformation.Landlords are required to register the pool with the NSWGovernment Swimming Pool Register. From 29 April2016, landlords will also be required to give tenants acopy of a compliance certificate or an occupationcertificate issued within the last 3 years when they enterinto a new residential tenancy agreement. Thisrequirement does not apply to lots in a strata orcommunity scheme with more than two lots, as theseproperties are subject to Council pool inspection every 3years.

Smoke alarmsA smoke alarm is an effective early warning devicedesigned to detect smoke and alert you to the presenceof a fire, and increase the time available for safe escape.Your landlord is required by law to have installed at leastone smoke alarm in a hallway outside a bedroom orother suitable location in each storey of your rentedhome. You are not allowed to remove or interfere withsmoke alarms, without a reasonable excuse. If a smokealarm is battery operated you are responsible forreplacing the batteries and testing that it is working. Thisshould be done once each year.

For information about the type, location and number ofsmoke alarms that are required call the Smoke AlarmsHelpline on 1300 858 812 or go to the Fire and RescueNSW website, where you can also find information aboutconducting a fire safety audit of your home.

Safety and securityInformation for tenants

June 2017

Fire SafetyBeing prepared is the key to reducing the risk of fireoccurring in your rented home and surviving a house fire.Everyone in your household should understand what therisks are and what to do to minimise them. It isrecommended that you have a safety checklist to helpkeep your home fire safe.

For information about home fire safety and other firesafety tips, visit the Fire & Rescue NSW website,where you can also find information on fire escape plansand printable fire safety fact sheets.

The NSW Environment Protection Authority (EPA) hasproduced a comprehensive guide on selecting, installingand operating domestic solid fuel heaters. Visit the EPAwebsite for more information or to download theSelecting, Installing and Operating Domestic Solid FuelHeaters guide.

Gas water heatersGas water heaters that have not been properlymaintained have been responsible for deaths and seriousinjuries. If your property has a gas bath heater or fluedinstantaneous water heater in the bathroom, or a fluelesswater heater in the kitchen, it could be a source ofdanger.

The Australian Gas Association recommends that all gaswater heaters are serviced regularly by approved serviceagents and when replaced are installed externally toreduce the risk of an accident.

Always ensure:

● the bathroom and kitchen heaters have unobstructedventilation

● heater flue pipes are free from all restrictions andholes

● there is no evidence of the heater creating sootdeposits

● there are no signs of discolouration on or around theheater and flue.

Flueless water heaters using natural or LPG gas aredesigned to work without a flue pipe. However, if theventilation is obstructed poisonous fumes such as carbon

monoxide can be forced back into the room andcontaminate the air. As carbon monoxide is colourless,odourless and tasteless, it is virtually undetectable.Inexpensive carbon monoxide detectors can bepurchased from most hardware stores.

For further information, contact the gas retailer, or theMaster Plumbers Association of NSW toll free on 1800424 181.

SecurityYour landlord must provide and maintain locks or securitydevices to ensure that the premises are reasonablysecure. What is reasonably secure will vary in differentsituations.

The likelihood the premises may be broken into will havea bearing on the type and standard of locks needed tomake a property reasonably secure. This will dependlargely on the area in which the premises are located.The level of security needed for a ground floor unit maybe greater than for a unit on an upper level.

Your landlord does not have to make the property sosecure that the premises can never be broken into. Therequirements of insurance companies are not the soletest of what is 'reasonably secure', but are merely onefactor to be taken into account.

You can change or add locks or security devices with thelandlord's consent, or if it is reasonable to do so, such asin an emergency (eg. if the premises have been burgledand keys are missing or if your key breaks off in the lock).You will need to give the landlord a copy of the new keywithin seven days. If the premises are not reasonablysecure, you should raise this matter with the landlord oragent as soon as possible.

Rural properties and damsAround 20 children are fatally injured on Australian farmsevery year and many more are hospitalised. Drowningaccounts for around 35-40 percent of all child farmdeaths, with farm dams being by far the most commonrisk. Children also find their way into creeks, troughs,dips and irrigation channels. Children under five are atmost risk. For more information on how to protect

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children living or visiting farms, go to the Farmsafewebsite.

Rainwater tanksRainwater tanks are used widely for drinking water inrural areas. It is important that the water is free of harmfulmicroorganisms or harmful levels of chemicals. Goodquality water depends on proper maintenance of therainwater tank and catchment area such as the roof andgutters if the tank is connected to the roof.

It is good practice to flush rainwater taps used fordrinking or cooking for 2-3 minutes at the start of eachday. Before renting out a property the landlord shouldensure that the tenant is informed that rainwater is thesource of drinking water and that maintenanceresponsibilities have been discussed. More informationon the installation and maintenance of rainwater tanks isavailable from the NSW Health website.

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There are certain rules that a landlord or their agent mustfollow if they wish to put the rent up.

Notice of a rent increaseIf the fixed term period of your lease has ended and youare on a continuing (periodic) tenancy the landlord mayincrease the rent by giving you at least 60 days notice inwriting before the date the increased rent becomespayable. The notice must:

● specify the proposed new amount of rent (not theamount of the increase) and

● specify the date from which the increased rent ispayable and

● be signed, dated and properly addressed to you.

If you have entered into a tenancy without having awritten agreement in place, the rent cannot be increasedduring the first 6 months.

If you are renewing a tenancy agreement for a furtherfixed term, the rent cannot be increased automatically.You must still be given 60 days written notice before therent increase can take effect.

During the fixed termDuring a fixed term agreement of less than 2 years therent cannot be increased, unless a term has been addedto the agreement saying it can. The agreement mustspell out the amount of the increase or the method ofcalculating the increase (eg. a dollar amount or %). Itcannot be unclear like `in line with the market´ or `by therate of inflation´. Even where you have agreed to theincrease in the agreement, you still have to be given 60days written notice before it can take effect.

During a fixed term agreement of 2 years or more therent can be increased at any time (so long as 60 dayswritten notice is given) but cannot be increased morethan once in any 12 month period. After receiving a rentincrease notice, you have the option to give 21 days

notice to terminate the agreement. The notice must begiven before the increase becomes payable. If you takethis option you are not considered to have broken theagreement early.

Negotiating with the landlordIf you receive a rent increase notice, you can ask todiscuss it with the landlord or agent. They may be willingto reduce the amount of the increase, especially if youare a long standing and reliable tenant.

If the landlord agrees to a smaller increase you do nothave to be given another 60 days notice. The lowerincrease simply becomes payable from the same day asstated in the original notice. Make sure any agreementyou reach is put in writing and signed by yourself and thelandlord or agent. In addition, you could ask to sign anew lease for a new fixed period. That way you will lockin the rent for at least the length of the new lease.

Challenging an increaseIf you think a rent increase is excessive you can apply tothe NSW Civil and Administrative Tribunal. You mustapply within 30 days of receiving the rent increase notice.The Tribunal will consider:

● rents for similar premises in the same area or asimilar area (ie. the `market rent´)

● the landlord´s costs associated with the tenancyagreement

● the value and nature of fittings, appliances and othergoods, services and facilities provided with thepremises

● the state of repair of the property● the accommodation and amenities of the premises● any work you have done to the premises● when the last increase occurred● any other relevant matter, except your income or

whether you can afford the increase.

Rent increasesInformation for tenants

February 2014 FTR85

While all these factors are important, the mainconsideration for the Tribunal is the market rent.

If you are thinking about challenging the increase at theTribunal, contact your local Tenants Advice andAdvocacy Service. They can give you assistance on thetype of evidence you will need. Newspaper clippings ofother properties for rent will not be enough.

If the Tribunal decides that the rent increase is excessiveit can order that the rent not be increased or that it beincreased by a smaller amount. It can also set themaximum rent for a period of up to 12 months.

If the rent increase comes into effect before your case isheard by the Tribunal you should pay the increasedamount until the Tribunal has made its decision. If theTribunal decides in your favour it can make an order for arefund.

Applying to the Tribunal is the only way to challenge arent increase. If you have been given proper notice andyou do not pay the increase, you will fall behind with therent over time. This can lead to you being evicted.

If you are not given proper notice you do not have to paythe increase. If you have already started paying theincrease you can ask the landlord to refund the extrapayments and apply to the Tribunal if they refuse.

February 2014 FTR85






Your landlord can only ask you to pay water usagecharges if all the minimum criteria have been met.

Minimum criteriaThe minimum criteria for passing on water usagecharges is:

● the rental premises must be individually metered (orwater is delivered by vehicle, such as those withwater tanks on rural properties), and

● the charges must not exceed the amount billed forwater usage by the water supplier, and

● the rental premises must meet required `waterefficiency´ standards.

Water efficiency standardsA rental property is only considered water efficient if itmeets these standards.

Water efficiencydevices

Minimum standardrequired

Internal cold water tapsand single mixer tapsfor kitchen sinks andbathroom hand basins

A maximum flow rate of 9litres per minute

Showerheads A maximum flow rate of 9litres per minute

No leaking taps No leaking taps anywhere onthe premises at the start ofthe tenancy or when the otherwater efficiency measures areinstalled

The requirement for sink and basin taps to have amaximum flow rate of 9 litres per minute does not applyto other taps in the premises such as bathtub taps,laundry taps, outside taps for the garden, or taps whichsupply washing machines and dishwashers.

The landlord does not necessarily need to change theshowerheads and tap fittings. The water efficiencymeasures can be achieved simply by installing aeratorsor regulators to existing taps and showerheads and fixingany leaking taps on the premises.

Proving water efficiencyIt is important to note the presence of the water efficiencymeasures on the condition report for the premises.

If you are unsure if the taps and showerheads in yourproperty meet the required standards ask the landlord oragent to provide some evidence. You could carry alsoout a simple bucket and stop watch test to see if, whenfully turned on, the flow rate is less than 9 litres in aminute.

Charges limited to water usageYou are only responsible to pay water usage charges. Awater usage charge is based on the volume of watersupplied to the residential premise.

Water can be supplied to the premise in different waysdepending on which services are available to the area.For example, some areas may also supply water that isrecycled. If this is the case, you will be responsible to payany usage charges.

Some local water supply authorities may also provide abreakdown of the water usage component on your billwhich may separately itemise water usage and sewerageusage charges. The total water usage charge is thesame as if there were no separately itemised usagecharges, which you will be responsible to pay.

Other costs (fixed) on the water bill such as water serviceor sewerage services are payable by the landlord. Thesecosts are charged regardless of whether the property isoccupied or not and you cannot be asked to pay them.

Paying water chargesInformation for tenants

August 2014

The landlord or agent cannot charge you anadministration fee for passing on the bill, late fees orother additional amounts.

Time to payYou only have to pay if the landlord or agent gives you acopy of the part of the water bill setting out the waterusage charges payable, or some other evidence showinghow your usage was calculated, within 3 months ofgetting the bill. You must be given 21 days to pay theamount owing. So long as they request your paymentwithin the 3 months, if you don´t pay they can still takeaction to recover the money later on (eg. making a claimagainst your bond or getting an order from the NSW Civiland Administrative Tribunal).

Things to knowSome important points to remember include:

● If you remove or tamper with the water efficiencydevices you still have to pay for water usage and youmay have to pay to replace them.

● If you think your water bill is too high, it may behelpful to contact your local water provider aboutaverage water usage. A large increase in waterusage may indicate a water leak on the property.You should let the agent or landlord know as soon aspossible.

● Water billing periods are unlikely to align withtenancy agreements. It is important that the watermeter reading be noted on the condition report at thestart and end of each tenancy to ensure you are notpaying for another tenant´s water usage.

● Social housing tenants may have a different systemapplied for calculating and paying water usage.Contact Housing NSW for further information.

● These provisions apply to all tenancies, regardless ofthe terms of any existing leases.

● If you have agreed to pay for water usage, thelandlord or agent is not allowed to deduct the chargefrom rent you have paid; it must be made as aseparate payment in addition to the rent.

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If you have fallen behind with your rent it is important totake action as soon as possible, as your landlord cangive you notice to end the tenancy if your rent is morethan 14 days overdue.

If you are behind with your rentOne of the terms of your tenancy is that you agree to payyour rent on time. If the rent is late you are in breach ofthis term. It is important to pay the outstanding rent assoon as possible.

If you are unable to pay all of the overdue rentimmediately, you should contact your landlord or agent totalk about a repayment plan.

Repayment plansA repayment plan is a plan for the outstanding rent to bepaid over a period of time, in addition to your normal rentpayments. You and the landlord both need to agree onthe plan, including the payment amounts and dates. Therepayment plan should be put in writing and signed byboth parties to avoid misunderstanding or disputes overwhat was agreed. If you cannot agree on a repaymentplan the NSW Civil and Administrative Tribunal may helpset to one up.

Can I be asked to leave?If the rent is 14 days behind or more, the landlord canserve you with a termination notice, giving you 14 days tovacate the property.

The notice must be in writing, signed by your landlord oragent and explain the reason for the notice and the dateby which you must vacate.

What if I do not vacate within 14days?The landlord can apply to the Tribunal for an order to endyour tenancy. They can do this at the same time as

giving you notice or up to 30 days after the notice ends. Ifthey apply to the Tribunal you will receive a notice fromthe Tribunal to attend a hearing. You cannot be evicteduntil the Tribunal makes a termination order and givesyou a date to leave.

The law provides a general guarantee that a tenancy cancontinue if you catch up with the rent or a repayment planis agreed to by the landlord and you stick to it. Thisapplies before or after the Tribunal hearing, unless theTribunal orders differently because the rent hasfrequently been late (see below for more information).

At the TribunalIt is important that you attend any Tribunal hearings.

The Tribunal member may first conciliate to try to get youto agree with your landlord on a repayment plan for theoverdue rent. At this meeting, make sure that you do notoffer to pay more than you can afford because if you failto make the repayments, the landlord can take you backto the Tribunal and the tenancy may be terminated. If youcannot come to an agreement, your case will be decidedby a Tribunal member.

At the hearing, you can:

● ask for time to bring your rent up to date and allowyou to continue your tenancy

● give evidence of how much extra you can afford topay and when.

When do I have to move out?Termination orderIf the Tribunal issues a termination and possession order,you are required to vacate the premises on the datespecified unless you pay your overdue rent or complywith a repayment plan agreed to by the landlord.Otherwise, the Sheriff may enforce the warrant forpossession and evict you. However, refer to theinformation below about frequent late payments.

Falling behind with your rentInformation for tenants

February 2014 FTR88

Frequent late payersIf you have a history of frequently paying the rent late,your landlord can apply to the Tribunal for you to beevicted even if you pay all the rent you owe.

The law does not state what is considered to befrequently late. Whether the Tribunal makes such anorder is up to the Tribunal to decide based on theevidence you and the landlord present at the hearing.

Rent recordsIf you are told that you are behind in your rent and youdisagree, check your rent receipts and other records(such as bank statements) to see if this is correct. Askthe landlord or agent to give you a copy of your rentledger so you can see if your records match theirs.

Late feesThe landlord can only ask you to pay the cost ofreplacing any rent deposit books or rent cards you havelost and the amount of any bank fees for dishonouredrent cheques, insufficient funds for direct debit rentpayments and the like.

Your landlord cannot charge you for Tribunal applicationfees, or costs involved in enforcing a warrant or chargea penalty (eg. interest) for late payments.

February 2014 FTR88






From time to time, you may wish to add to the comfort orsecurity of your home by making minor changes at yourown expense. It is important that you follow the properprocess otherwise action can be taken against you forbreaching the terms of your lease.

ConsentYou must first seek the landlord´s written consent beforeyou add a fixture or make any renovation, alteration oraddition to the premises. If an agent is managing theproperty you can put your request to them. It is best toput it in writing so you have a record of your request.

When submitting your request, you should try to provideas much information as you can about the change youwish to make to the property. For example, if you wish toinstall pay television, you should first find out exactlywhat is required to be done to the property. A landlordmay also be more likely to agree to your request if youuse a qualified tradesperson to carry out alterations.

Agreement is essentialBefore you make any changes, you should agree withyour landlord as to who will pay the costs and what willhappen to any fixture you add at the end of the tenancy.Make sure this is recorded in writing.

Rules on costsGenerally, an added fixture or change made by you is atyour own expense unless your landlord offers to pay. Forexample, your landlord may offer to share or cover thecost of materials or reduce some rent. It is entirely up tothe agreement between you and your landlord. You arenot able to go to the NSW Civil and AdministrativeTribunal seeking to get back money for improvements somake sure that this is agreed upon well in advance.

Removal at the end of the tenancyIf you pay for any fixtures in the premises, you areallowed to remove them at the end of the tenancy, as

long as you notify your landlord or your agent of anydamage this causes.

You must then either pay for the cost of repairs, orarrange to repair any damage to a satisfactory standard.

If your landlord pays for the fixture in some way, then youare not allowed to remove it without their consent. Yourlandlord has the right to apply to the Tribunal for an orderthat prohibits you from removing a fixture, or an orderthat you pay for repairs to any damage you have causedin removing a fixture.

If you do not remove a fixture you have added by thetime you hand back possession, you cannot come backand get it later on. It ceases to belong to you and formspart of the premises.

When can a landlord refuse myrequest?Your landlord cannot unreasonably refuse to give youconsent to add a fixture or to make a change that is of aminor nature.

The law gives some guidance as to the types of reasonswhere it would be reasonable for your landlord to say noto your request.

These include work which:

● involves structural changes (e.g. knocking out a wall)● is not reasonably capable of being rectified, repaired

or removed● is not consistent with the nature of the property (e.g.

installing modern fixtures in a heritage property)● is prohibited under a law (such as a strata by‑law).

This is not an exhaustive list. There may be otherreasons to decline your request. If you think that thereason for your landlord´s refusal is not reasonable, youcan apply to the Tribunal for permission to make thechange.

Asking to make an alterationInformation for tenants

February 2014

Minor alterationsWhile a landlord cannot unreasonably refuse a change ofminor nature, the law does not define what a change of a`minor nature´ is. This will depend on the property andthe circumstances. It is for you and your landlord toagree on or for the Tribunal to resolve if a dispute arises.

Examples of the types of changes that may beconsidered reasonable include:

● installing window safety devices for small children● installing additional security features● having a phone line connected● putting a reasonable number of picture hooks in the

wall ● planting some vegetables or flowers in the garden● connecting to pay television● replacing the toilet seat● installing a grab rail in the shower for elderly or

disabled occupants.

Painting the premisesIt is up to the landlord to decide whether you can paintthe premises (inside or out) and the Tribunal cannot givepermission if the landlord refuses. If the landlord doesconsent, you should make sure they are aware of thecolour, type and brand of paint and how many coats youare planning to do before you begin, to avoid anydisagreements later on. Make sure these details areincluded in the landlord's written consent.

Installing the National BroadbandNetworkAs with other types of alterations, if you would like toaccess the NBN you must first seek the landlord´s writtenconsent. You may have to pay any costs associated withthe installation of this service, but you can negotiate withyour landlord and they might agree to pay for some or allof the costs.

If internal wiring is required then you may need toorganise a separate licensed cabler because the NBNinstaller will not undertake internal wiring tasks andpermanent cabling through walls, floor or ceiling cavities.The Australian Communications and Media Authority(ACMA) can provide information on where to findregistered cablers.

Visit the NBN Co website for more information aboutconnecting to the NBN.

Remedies for unsatisfactory workYour landlord can apply to the Tribunal for order againstyou for the cost of rectifying work you have done orarranged if:

● they can show the work was not done to asatisfactory standard or

● it is likely to adversely affect the landlord´s ability torent the premises in the future to other tenants.

Such an application can be made whether or not yourlandlord gave you consent to add the fixture or to makethe change.

February 2014






There are a number of ways to share a rented home andeach arrangement means you have different obligationsand processes to follow.

The different arrangementsSub-lettingThis involves you entering into a formal agreement withsomebody else to rent part of the premises to them (e.g.the garage or granny flat) or the whole premises. In effectyou are taking on the role of landlord for the sub-tenant.You remain the landlord's tenant at the same time. Thereis no contractual arrangement between the landlord andthe sub-tenant. For example, the sub-tenant would paytheir rent to you not the landlord or agent. You continueto be responsible for the tenancy, including the actions ofthe sub-tenant. If, for instance, the sub-tenant causeddamage to the premises you would need to fix it or payfor the repairs. You may be able to recover the cost fromthe sub-tenant.

Transferring or assigning the leaseThis is different to sub-letting and is where you wish totransfer the whole tenancy to a new tenant or only part ofthe tenancy (i.e. by taking in a new co-tenant). There isno ongoing landlord and tenant relationship once thetenancy is transferred as there is with sub-letting. Thenew tenant is either jointly responsible to comply with thelease (in the case of a new co-tenant) or whollyresponsible to the landlord if the whole tenancy istransferred. The existing lease agreement, including anyremaining fixed term period and the rent payable, istransferred to the new tenant or co-tenant. There is noneed to sign a new lease although it is best to put thearrangement in writing to avoid any disputes later on.

Additional occupantsThis arrangement falls outside the sub-letting andtransferring rules. This is where you wish to havesomebody stay with you in the premises on an informalbasis. This could be a family member, friend or stranger

and it may be a temporary or permanent arrangement.Exclusive use or possession of part of the premises isnot granted. All areas of the premises are simply shared.The new person is just an additional occupant eventhough they may be paying you rent to stay there. Youare responsible for the actions of any occupants orguests you allow in the premises.

Consent of the landlordYou must first seek the landlord or agent's writtenconsent before you sub-let or transfer any part of thepremises. If you do this without consent you arebreaching the terms of the agreement. The landlord canapply to the NSW Civil and AdministrativeTribunal to order you to comply with the lease.

The landlord has total discretion if you ask to sub-let ortransfer the whole premises. If they say no, you cannotapply to the Tribunal.

However, if you want to only sub-let part of the premisesor take on a new co-tenant the landlord cannotunreasonably say no. They can ask for information aboutthe prospective sub-tenant or co-tenant such as theirname and details of their rental history. They can ask thatan application for tenancy form be filled out. They couldalso meet and interview the person, as they would with anew tenant.

If you just want to have an additional occupant you donot need to tell the landlord or agent who they are, or gettheir consent. However, you must not exceed themaximum number of permitted occupants stated on thelease.

Reasonable refusalAs mentioned above the landlord cannot unreasonablysay no to requests from you to sub-let part of thepremises or take on a new co-tenant. The law gives

Sharing a rented homeInformation for tenants

May 2016

some examples as to when it is reasonable for thelandlord to say no. These are:

● if the total number of occupants permitted under thelease would be exceeded

● if the total number of occupants would exceed anylocal council rules and regulations

● if the person being proposed is listed on a tenancydatabase

● if they reasonably believe it would result in thepremises being overcrowded.

This is not an exhaustive list. There may be othersituations where it would be reasonable to decline yourrequest.

Challenging a refusalIf your request to sub-let part of the premises or to add aco-tenant is refused, and you believe the decision isunreasonable, you can apply to the Tribunal which willarrange for a hearing and consider evidence from youand the landlord before making an order about whetherto allow you to sub-let or add a co-tenant.

CostsYou cannot be charged by the landlord or agent forallowing a transfer or sub-letting, other than anyreasonable expenses incurred. In most situations there isunlikely to be any expense involved.

While the new sub-tenant or co-tenant may mean there isextra income in the household it does not mean that thelandlord can automatically increase the rent. The samerules for putting the rent up still apply.

Changing bond recordsWhere a bond has been paid and co-tenantssubsequently change, co-tenants can pass bond moneybetween themselves from the incoming to the outgoingperson. A Change of Shared Tenancy Arrangement formwill need to be signed and lodged with Fair Trading so

that the bond records can be updated. You can getthe form from the Fair Trading website, or call 13 32 20.

Social housing providersThe need to be reasonable when considering requests toadd a co-tenant or sub-let part of the premises does notapply to social housing providers, such as Housing NSW.Who can live in the premises is determined by the socialhousing provider's own policies and procedures.

May 2016






If there is violence in your rented home you shouldcontact the Police or an advice service. There are alsosteps you can take under the tenancy agreement toimprove your safety.

Changing the locksIf you obtain an Apprehended Violence Order (AVO)which prohibits a person from accessing the rentedpremises where you were both living, you canimmediately change the locks. This applies if the AVO isa provisional, interim or final order.

You do not need the landlord´s or agent´s consent tochange the locks as you would normally do. Howeveryou must give them a key for the new lock within 7 daysunless they agree not to have a key. The cost ofchanging the locks is your responsibility. If you do give akey to the landlord or agent, they cannot pass it on to theperson who has been excluded from the property.

If the excluded person is named on the tenancyagreement as a tenant, your action in changing the locksdoes not end their tenancy or make you a tenant instead.All it does is prevent them from using their keys to enterthe property while the AVO remains in force.

Changing the tenancy agreementIf the person excluded from the premises was named asa tenant on the agreement, a final AVO made by amagistrate terminates that person´s tenancy. If you werenamed on the agreement as a co‑tenant the tenancysimply transfers to your name. There is no need for youto sign a new agreement or do anything else. Any shareof the bond owing to the excluded person does not haveto be paid back until you vacate.

If your name is not on the agreement, you can ask thelandlord or agent to have the agreement put into your

name. If they refuse you can apply to the NSW Civil andAdministrative Tribunal for an order to do this.

If you are an occupant of social housing premises (eg.Housing NSW) the Tribunal can only make such an orderif you meet any eligibility requirements. Contact thesocial housing provider to find out what you can do.

Ending the lease earlyTenants cannot usually break a fixed term agreementearly without paying a penalty or compensation.However, if you are a tenant and you obtain a final AVOwhich prohibits a co‑tenant or occupant from accessingthe premises, you have the option to end the lease earlywithout having to compensate the landlord. This may behelpful if you cannot afford the rent on your own. Youmust give the landlord or agent 14 days notice in writingof your intention to leave.

Tenancy database listingsIf you are listed on a tenancy database due to damage tothe property caused by a co‑tenant or occupant duringan incident of domestic violence, there are steps you cantake. You can ask for the information about you to beremoved or changed and you can apply to the Tribunalfor orders. More information can be found on theTenancy databases page on the Fair Trading website.

Further advice and supportDomestic Violence Legal Advice LineTel: 8745 6999Toll free: 1800 810 784Website: www.womenslegalnsw.asn.au

Women´s Legal Contact LineTel: 8745 6988Toll free: 1800 801 501

Domestic violence in a rentedpropertyWhat tenants and occupants need to know

February 2014 FTR75

Law Acces NSWTel: 1300 888 529

Domestic Violence Line (Community Services)Toll free: 1800 656 463

Rape Crisis CentreToll free: 1800 424 017

Women´s and Girls´ Emergency CentreTel: 9360 5388

Victim´s ServicesToll free: 1800 633 063

Wirringa Baiya Aboriginal Women's Legal CentreToll free: 1800 686 587

Another Closet (information on violence in gay andlesbian relationships)Website: www.anothercloset.com.au

February 2014 FTR75






When a landlord is unable keep up with their loanrepayments the mortgagee (i.e. the lender, normally abank or other financial institution) usually wants to takepossession of the property in order to sell it and recovertheir money. This is what is referred to as mortgageere‑possession.

Legal process of re-possessionTo take back possession of the premises, the mortgageeneeds to obtain an order from the Supreme Court. Youshould get notice of the proceedings. Sometimes thelandlord and the mortgagee are able to resolve thematter and you will not have to move out. If the courtmakes an order for possession you should be notified.However, the court can make an order even if you wereunaware of the proceedings.

Before the order is given the mortgagee may send you awritten demand that you pay the rent to them instead ofthe landlord or agent. If you receive such a letter youshould pay the rent according to the demand.

Notice to vacateSupreme Court orders for possession are enforced bythe NSW Sheriff's Office. A Sheriff's Officer will serve youwith a notice giving you at least 30 days to vacate theproperty. If you do not move out the Sheriff can removeyou from the premises. There are no further extensionsto this time unless this is agreed to by the mortgagee andthe Sheriff's Office. If you find a new place to live beforethe end of the 30 day notice period you may move out atany time.

Rent-free compensationRegardless of how much time (if any) remains on yourfixed term agreement the court order for possession willend your tenancy earlier than expected.

As a form of compensation you do not have to pay anyrent for 30 days after being given the official notice to

leave by the Sheriff. This may help to cover the cost offinding a new place to live.

If advance rent has been paid covering any part of thisperiod, you are entitled to have that rent refunded. Youcan apply to the NSW Civil and Administrative Tribunal ifthe landlord or agent does not pay the money back.

Access to show buyersWhile you are still occupying the premises the mortgageecan show the property to possible buyers, but only if youhave been given reasonable notice and you agree to thetimes and dates of the inspections.

Refund of rental bondThe mortgagee can authorise NSW Fair Trading torelease the bond to you once they take over thepremises from the landlord. They can even do this whileyou are still living in the premises so you can use themoney to help pay the next bond.

Staying in the propertyIf the mortgagee had previously been notified of yourtenancy agreement, they are bound by it when they takeover from the landlord, under the Real Property Act 1900.However, most residential tenancy agreements are forless than 3 years which means that they are notregistered on the title. In most cases the landlord wouldhave taken out the mortgage before finding you as thetenant. Consequently, it is unlikely that the mortgageewill have had prior notice and be bound to honour youragreement.

This does not stop you from approaching the mortgagee,or somebody acting on their behalf, and requesting tostay on in the premises at least until it is sold. It ispossible that the premises will be bought by anotherinvestor who may want you to stay as a tenant.

Mortgagee re-possessionInformation for tenants

February 2014

Court or Tribunal ordered tenanciesYou can seek to have a tenancy established betweenyou and the mortgagee. You can apply to either theSupreme Court, if the proceedings have not beenfinalised, or to the Tribunal if the possession order hasalready been made. These orders can be difficult toobtain as you need to show that there are specialcircumstances in your particular case. You need to applybefore the Sheriff enforces the order. If you areconsidering taking this option it may be best to first obtainlegal advice.

Disclosure by landlordBefore you sign a tenancy agreement, the landlord oragent is required to tell you if they know that court actionto recover possession has already been commenced bythe mortgagee. If this information was not disclosed youcan apply to the Tribunal for compensation. You mayalso seek to end lease early without paying the usualpenalties.

February 2014






As a tenant it is vital you know what your renting rightsand responsibilities are if you have been affected by anatural disaster, such as a flood, bushfire or stormdamage.

What happens with the tenancyThis will depend on the extent of the damage and whatyou and the landlord want to do about the situation.

If the premises are destroyed or become totally or partlyuninhabitable, this does not automatically end yourtenancy. Either you or the landlord can give a terminationnotice in writing to end the tenancy. The notice, onceserved, can take effect immediately or can specify a laterdate. If the landlord serves you with a notice and you donot want the tenancy to end you should let them know.You cannot be evicted without a NSW Civil andAdministrative Tribunal order.

If the premises are only partly uninhabitable, such as oneroom not being usable as a result of hail damage to theroof, you may wish to stay on in the premises while therepairs are being carried out. You should only considerdoing this if the damage is relatively minor and there isno ongoing safety risk to you or your family. Follow anyinstructions from emergency personnel and talk to thelandlord to see if they agree.

If the premises have been more seriously damaged orhave become totally uninhabitable another option is tomove out temporarily and return once the premises areliveable again. This may be for a few days or weeks orhowever long it takes. If this is what you want to do youshould talk to the landlord or agent as soon as possible.While the landlord or agent can try to help you as an actof goodwill they are not obliged to find or pay for yourtemporary accommodation.

You and the landlord/agent can also decide to formallyend the agreement and re‑sign a new agreement afterthe repairs are complete. However, be aware that ahigher rent could be included in the new agreement.

What happens about the rentIf the tenancy is ended permanently, no rent is payablefrom the day you move out. Any rent already paid inadvance must be fully refunded.

If you move out temporarily or continue living in thepartially damaged premises the rent should be waived orreduced. Whether any rent is payable at all and, if so, thelevel of reduction will depend on the extent of thedamage and the amount of use you have of thepremises. Any agreement in these situations about therent, how long you may be away from the premises andwhat will happen to your possessions while you are awayis best put in writing.

RepairsIf the tenancy is to continue, the first step is for thelandlord or agent, preferably with you being present, toinspect the premises and document the repairs needed.

You should discuss with the landlord or agent thetimetable for repairs, recognising that there may beunavoidable delays because of the demand for insuranceassessments and qualified tradespeople in the area. Alandlord is not obliged to compensate you for anydamage to your furniture or personal belongings arisingfrom a natural disaster.

Serious storm, fire or flood damage are all considered tobe urgent repairs. Such repairs should be done as soonas possible. If you believe the landlord or agent is notacting quickly enough on needed repairs you can applyto the Tribunal or arrange for the work yourself and bereimbursed.

AccessAfter a natural disaster most repairs needed are likely tobe classed as urgent repairs. The landlord or agent doesnot have to give you any minimum period of notice beforesending tradespeople to do this work.

Natural disastersInformation for tenants

February 2014

In normal situations you must be given at least 2 daysnotice if tradespeople need to access the premises tocarry out non‑urgent repairs. It may be in your bestinterest to talk to the landlord or agent and agree on ashorter period of notice in order to get the workcompleted as soon as possible.

Disclosure of previous disastersThe landlord or agent must tell you before you sign thetenancy agreement if the premises have been subject toflooding or bushfire in the previous 5 years. This onlyapplies where they know of the event. If this informationwas not disclosed before you signed the agreement andit happens again you may be entitled to compensation.

DisputesAny tenancy related disputes following a natural disastercan be taken to the Tribunal.

February 2014






Dealing with an infestation of pests or vermin is neverpleasant for anyone. The information on this page willhelp you understand whose responsibility it is toeradicate pests such as:

● rats● mice● cockroaches● fleas● termites (white ants)● wasps, and● ants.

Tenant pest control responsibilitiesYou are usually responsible for the eradication of pests ifthe infestation occurs after you have moved in and if theinfestation was caused by your activities or lack ofcleanliness.

For example, if you have been living in a rented propertyfor several months and an infestation of cockroachesoccurs, then usually you will have to pay for the pestcontrol service.

If you believe that the infestation was not caused by youractivities or lack of cleanliness then you may not be heldresponsible for pest eradication if you can show thelandlord is in breach of the tenancy agreement (forexample, by not offering the property in a clean and safecondition at the start of the tenancy) and that this breachhas caused the infestation.

Guide to responsibilityBelow is a general guide to who is responsible when aninfestation occurs. However, the person withresponsibility may change depending on the individualsituation, the history of the property, and what has beenrecorded on the condition report.

Pests andvermin

The landlord isresponsible

The tenant isresponsible

Ants if present at the startof the tenancy

if presentduring thetenancy

Bees andwasps

if present in a wallcavity or similar

if present at the startof the tenancy


Birds to remove and sealoff any entry points

Cockroaches,fleas andspiders

if present at the startof the tenancy


Mice and rats if present at the startof the tenancy


Possums to remove and sealoff any entry points

Snakes if present at the startof the tenancy

if caused by thelandlord breachingthe conditions of theagreement -eg.landlord left pilesof rubbish in garden


Termites/whiteants

at the start andthroughout thetenancy

Pests and verminInformation for tenants

February 2014

Your landlord´s pest controlresponsibilitiesThe landlord is responsible for the eradication of pests ifthe infestation is evident at the start of the tenancy. Aspart of the landlord´s general obligations, the landlordmust provide the residential premises in a reasonablestate of cleanliness and fit for habitation by the tenant.

For tenants this means it is very important when you firstsee a property to look for signs of pests such asdroppings in cupboards and on floors.

You should also check if the previous tenants owned catsor dogs, as fleas could be breeding in the carpet andmay not appear for a couple of months. Note what yousee in the condition report as evidence to avoid anydisagreements later on.

Negotiate with the landlord for the property to undergo apest control service before or within the first weeks ofyour tenancy if you see evidence of pests. Have thiswritten into your rental agreement under the specialconditions section of the agreement. If the landlord failsto carry out the agreement to arrange a pest controlservice, you may argue that they are in breach of theagreement and ask them to remedy the breach.

When pests appear after you move inIf you do not discover the pests until after you move in,then contact the landlord immediately by phone.

It is also a good idea to notify the landlord in writing andattach a copy of the letter to your condition report.Request that the landlord takes steps to eradicate thepests immediately, including a pest control service ifnecessary.

The sooner you contact the landlord with the problem,the less chance they have to claim that the infestation isa result of your tenancy.

If you and the landlord can´t agree on who is responsiblefor pest eradication, you can use Fair Trading´s free

dispute resolution service. An experienced disputeresolution officer can contact the landlord and helpnegotiate an agreement. If necessary, the officer mayarrange to visit the property and conduct the serviceonsite. Alternatively you can lodge an application withthe NSW Civil and Administrative Tribunal.

February 2014






NSW Fair Trading provides a free complaint service fortenants, residents, landlords and agents with real estateand property related matters or disputes.

How can Fair Trading assist with mymatter?The complaint service offered by Fair Trading is avoluntary process between parties that are involved in atenancy, real estate or property dispute, and who havebeen unsuccessful in resolving the issue themselves. Anexperienced Fair Trading officer will provide the partieswith relevant information in order to assist them to cometo a mutual agreement. In some circumstances, formalmediation may also be offered.

The complaint process does not include:

● enforcing orders that require action or payment fromeither party

● a decision on evidence resulting in a legaldetermination or an Order

● a Fair Trading officer inspecting property todetermine fault or attribute blame, which falls outsidetheir role.

A video is available that demonstrates how thecomplaint service works: Help with tenancy problemscontains examples of cases based on real complaintscenarios. It can be viewed on Fair Trading's YouTubechannel.

What type of matters can Fair Tradingassist with?Fair Trading can assist with matters about:

● residential tenancies where the dispute is between atenant, agent and/or landlord e.g. tenants illegallylocked out of their tenancy, or a landlord seekingadvice on getting access to have a repair done

● the landlord or agent refusing access to RentalBonds Online

● individuals involved in the sale or purchase ofproperty/stock in NSW

● retirement village residents or owner/operators● residential community (park) residents or owner/

operators● owner/occupants of strata schemes● conveyancers.

What type of matters can't Fair Tradingassist with?Fair Trading cannot assist with matters about:

● public or social housing● urgent health and safety issues● an Apprehended Violence Order (AVO) or violence

related matters● boarding house residents● commercial or retail lease disputes● suspected and/or illegal activity● termination of agreements● serious damage to the property● contractual disputes● rental bond matters (other than Rental Bonds

Online).

For these matters, you may lodge a claim with the NSWCivil and Administrative Tribunal (NCAT).

What should I do before coming to FairTrading for help?Parties involved in the complaint should try to resolve theissues themselves before coming to Fair Trading for help.These steps can help you find a resolution:

1. Review the Fair Trading website for relevantinformation on your rights or obligations and anyapplicable legislation.

Residential tenancy and real estatecomplaintsTenants, landlords and agents

February 2017

2. Seek independent legal assistance when legaladvice or interpretation of legislation is required.

3. Discuss your concerns and explain the issues withthe other party. Let the other party express theirconcerns and position and try to come a mutualagreement.

4. Contact the organisation´s head office if a resolutioncannot be achieved. Many businesses have theirown internal complaint resolution body. Theseindustry based organisations may assist to resolvecomplaints or simply provide advice.

What will Fair Trading do to help resolvecomplaints?We will contact each party to seek a mutual resolution tothe complaint. If Fair Trading is able to help both partiesreach an agreement, we will finalise the complaintwithout any further intervention.

Parties involved need to be prepared to put their pointsforward and listen to what the other party has to say. Theparties will benefit when each is willing to negotiate andmake suggestions to settle the matter.

The time to finalise the complaint depends on parties'availability and the level of inquiries to be made by FairTrading. We aim to finalise most complaints within 30days.

Please keep in mind that if a complaint is complex or theparties do not co-operate, then this time may vary.Please also keep in mind that we cannot order or directeither party to resolve the complaint, only a court or atribunal can do this.

What is the role of the Fair TradingOfficer?The Fair Trading officer will:

● provide impartial advice to the parties with thecomplaint

● allow all parties to put forward their points● explain the relevant matters in the complaint

● confirm that all relevant matters have beendiscussed

● make suggestions as to the best way to finalise thecomplaint, and

● refer applicable strata disputes to Fair Trading's freestrata and community mediation service.

Fair Trading can conduct investigations and takedisciplinary action where a breach has been identified.

The Fair Trading officer will not:

● take sides or represent either party● continue with the complaint handling process if the

parties do not show willingness to reach anagreeable settlement, or

● offer any legal advice.

The complaint process is voluntary and its successdepends on parties co-operating. Fair Trading cannotforce either party to continue with the complaint process.

What happens if there is no resolution?Where agreement cannot be reached, parties will beadvised of the outcome and recommended to seekindependent advice or lodge a claim with the NSW Civiland Administrative Tribunal (NCAT).

NCAT can make orders which are binding on the parties.These may include monetary payment, ending a tenancyagreement, or repair work to be completed.

Find out more at http://www.ncat.nsw.gov.au

Information on strata and community mediation servicescan be found on the Fair Trading website.

How can I access the complaint service?If you are not able to resolve the matter yourself, you canlodge a complaint online via the NSW Fair Tradingwebsite or call Fair Trading on 13 32 20 to discuss yourmatter further.

February 2017






During a tenancy, information for tenants

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Transcript of During a tenancy, information for tenants