RTBA system help

The RTBA uses Service Victoria authentication to confirm renters have the right to access bond information.

When you try to access your bond details on the RTBA website, you’ll first be redirected to Service Victoria to confirm your identity, by logging into your Service Victoria account.

Your Service Victoria account must have the same email address you used when you lodged your bond. Make sure you have a Service Victoria account set up before you try and log on to the RTBA website.

You will need to create a new Service Victoria account if you:

• don’t already have one, or
• have an account, but with a different email address.

You’ll need a mobile phone and number to set up your account, using either a one-time password (OTP) or authentication app.

Once you successfully log in to your Service Victoria account, you’ll be returned to the RTBA website.

What if I don’t have a mobile phone?

You must have a mobile phone and number to set up a Service Victoria account. This is so you can receive a one-time password (OTP) or use an authentication app to confirm your identity.

If you don’t have a mobile phone, borrow one from someone you trust. We only use the number to verify your identity and don't store it.

What if I don’t have an Australian mobile number?

If you don’t have an Australian mobile number, you can use an authenticator app to receive a passcode. Download trusted apps such as Microsoft Authenticator or Google Authenticator from your app store.

Can I access my bond without a Service Victoria account?

No, you will need a Service Victoria account, with the same email address as the one you used when you lodged your bond.

If you try to access your bond using a different email, the system will detect this and guide you to the Service Victoria website to create an account with the same address. Once your Service Victoria account is set up, you’ll be redirected back to the RTBA website and should be able to access your bond.

If you no longer have access to the email address you used when you lodged your bond, and you’ve attempted the above process and it hasn’t worked, please call the RTBA on 1300 137 164.

If you have any issues creating an account, contact Service Victoria or visit the FAQ page - Service Victoria website.

When do I need to provide identity documents to access my bond?

You will be asked to verify your identity if you:

• are connecting your Service Victoria account to your bond record for the first time
• try to access your bond using a different email address to the one recorded on your bond
• need to add an email address or update your contact details with the RTBA.

What do I need to do to confirm my identity?

You will have to provide 2 documents to confirm your identity. These can be:

• Australian driver licence (or learner permit)
• Medicare card
• Australian passport (current or expired less than 3 years)
• Full Australian birth certificate
• Australian citizenship certificate
• Current foreign passport linked to a valid Australian visa
• ImmiCard issued by the Department of Home Affairs

Service Victoria will ask you to upload your documents. Once it has verified your identity, you’ll be redirected to the RTBA website.

Does my name on the bond need to match my identity documentation?

Yes, the name on your bond and identity documentation must match exactly.

During the bond lodgement process, check the name your rental provider has entered identifying you. If it does not match your identity documentation, ask them to change it before you accept the lodgement.

If the bond is already lodged and still active, and your name is incorrect, ask your rental provider to change it to match your identity documentation.

Will my identity documents be shared with my rental provider?

No. Any identity documents you provide through Service Victoria are secure and used only for verification purposes. Your documents, including photos, are not shared with your rental provider at any stage.

The verification process is fully automated. Service Victoria staff cannot access your identity documents at any point. To protect your privacy, Service Victoria does not retain copies of your documents once verification is complete.

For more details, visit the Privacy and security policy - Service Victoria website.

You may need to update details on your bond if they change during your tenancy, or if your rental provider made a mistake when they lodged the bond. You can’t change some details, including the current bond amount and the bond’s lodgement date.

You can check the current details of your bond using the Look up your bond function on the RTBA website, to view your bond summary. You will be directed to log in with Service Victoria.

On your bond summary you will have the option to update your:

• email address, and
• mobile number.

You will need to contact your rental provider if you want to update:

• the rented property address
• your name
• your date of birth.

You will need to provide proof of these details, such as your rental agreement or a change of name certificate.

If you no longer have access to the email address recorded on your bond lodgement:

• When you look up your bond, enter your current email address.
• You will be redirected to Service Victoria, to complete identify verification.
• Once your identify is verified, you will be returned to the RTBA website and able to access your bond details using your current email address.

Yes, you must register on the RTBA’s website to lodge a bond and transact with the RTBA. Rental providers now perform all transactions online.

Find out more about what rental providers can do on with their RTBA online account.

The RTBA holds all information in accordance with privacy and security laws.

To register your account with the RTBA:

1. Visit the RTBA website and select ‘Register’. This is located at the top right-hand corner.

2. Select your type of account:
a. Landlord - I am a private landlord but do not have a RTBA number (select this option if you are also a pair of landlords)
b. Licensed estate agent - My organisation is licensed by the Business Licensing Authority but does not have a RTBA number associated with the trading name

3. Authenticate your identity with Service Victoria.

4. Follow the prompts to complete your account details.

5. Set up your password and finalise the completion of your account.

The first (or only) user on an account will automatically be given Administrator (Level 4) access, meaning they can access all functions available.

If you need more information about the registration process, go to Registering with the RTBA.

Check the renter’s name matches their ID

When the renter is notified to review and accept a bond lodgement, they must verify their identity through Service Victoria before they can view it. If the renter’s name on the lodgement does not match their ID, they may not be able to verify their identity. This means they will not be able to review or accept the lodgement.

Check the renters’ contact details are correct

Make sure each renter has their own up-to-date phone number and email address. If their contact details are not up-to-date, they may not be able to verify their identity.

What should I do if the renter cannot verify their identity?

If a renter cannot verify their identity because the details on the lodgement are wrong, the rental provider must cancel and resubmit the transaction with the correct details.

Who is the bond payer?

While bonds are funded by a renter, the payer to the RTBA can be either the rental provider or the renter. This depends on whether the rental provider has accepted a bond payment from the renter before lodging the bond.

When you lodge a bond, you’ll be asked to select bond payer from 2 options:

1. Renter – select this option if you haven’t already accepted a payment, so the renter can make the bond payment directly to the RTBA, or
2. Rental provider – select this option if you have accepted the bond from the renter, so the bond payment will be transferred to the RTBA via direct debit from your nominated bank account.

Make sure you choose the right option. You can only change your selection if the renter doesn’t agree to the transaction.

What if I selected the wrong payer?

If you have selected the wrong payer and not all renters have accepted the lodgement, cancel and resubmit with the correct payer.

If everyone has already accepted the lodgement, the status will be ‘payment pending’. You have 2 options:

1. Contact your renters and ask them not to submit a payment. The payment screen will time out, cancelling the lodgement, and you will be able to resubmit. OR:
2. Refund the payment you received to your renters. They can then pay the bond directly to the RTBA. You will receive a receipt once the payment has been made.

Find more information about how to lodge a bond.

Submitting a VCAT order on a bond claim

If you receive a decision from VCAT regarding the bond, provide the order number when you submit the bond claim.

If the claim requires review, the RTBA reviews it, rather than other parties on the bond.

Disputing a renter-initiated claim with a VCAT order

If you want to dispute a claim Initiated by a renter, submit a VCAT application or order number to the RTBA via the transaction summary page. The transaction will appear as ‘pending’ until 14 days from when it was submitted. It will then be cancelled. If you reach an agreement with your renter before the expiry time, you can withdraw your dispute.

If your VCAT number cannot be validated, the RTBA’s online system will show you an error message. You can then upload a copy of the application for review via the transaction summary page.