Reconcile the account before contacting the renter
Check the agreed payment frequency, due date, bank statements, rent ledger and any changed payment instructions. Confirm that a payment has not been received through another authorised channel. Keep a dated record of the calculation and any correction.
Send a factual written query
State the dates and amount shown in the records, ask the renter to check their receipts and provide a safe way to discuss a discrepancy. Avoid disclosing bank details or requesting passwords and one-time codes. Do not add a fee or interest unless a qualified adviser confirms it is lawful and supported by the agreement.
Use the correct jurisdictional procedure
Rent notices, arrears processes and dispute options differ. NSW providers and renters can consult NSW Government renting information; Victoria’s official portal is Consumer Affairs Victoria; Queensland guidance is available from the RTA. Follow the current local process and obtain legal advice before issuing a formal notice or seeking recovery.
Do not use informal pressure or change access
Do not remove belongings, lock out a renter, disconnect services or threaten an outcome based on a general article. Formal tenancy disputes should use the authority or tribunal process that applies locally. Keep the agreement, ledger, receipts, notices and communications available for a qualified adviser.
Keep cleaning outside the rent account
Cleaning charges and rent are different matters. A cleaning service cannot collect rent, decide arrears or determine a tenancy claim. Agree any cleaning work and payment separately in writing.
