eTransactions for tenants

What are eTransactions?

Electronic transactions (eTransactions) allow real estate agents and landlords to lodge, make changes to, and release tenancy bonds online without paper forms. eTransactions is available to agents and landlords who use BondsOnline.

eTransactions replaces the need for paper forms.

Is my personal information secure?

Keeping your personal and financial information and bond money secure is our top priority. Only authorised departmental staff and your agent or landlord will be able to access your private information.

Why do I need to provide a mobile phone number and email address?

Your email address and mobile number are used for:

• identifying you
• eTransactions approval process
• ensuring the correct tenant is reached for the eTransaction

Do not use anyone else's contact details, including another tenant's or your property manager's/landlord's. If you don't have an email address, create one using one of the free services, such as Live, Hotmail or Gmail.

What happens if I don't receive an email to approve an eTransaction?

Remember to check your junk and spam folders first.

Then check with your property manager or landlord. Make sure they have your correct email address.

Your property manager must fix any errors for you to receive an eTransaction email. You must be able to receive your unique link emails to action an eTransaction. Do not approve changes via another person’s account for example another tenant's or landlord's account.

What happens if I don't receive the code via SMS?

If you don’t receive a code via SMS, check your property manager or landlord has your mobile phone number and entered it correctly in the eTransaction.

What happens if I change my email address or mobile phone number?

Notify your property manager or landlord.

You can also update your contact details with Bonds Administration by emailing us from your old email address (the email address we have on file).

What happens when I receive a lodgement eTransaction email?

You need to confirm and approve the details of the bond.

If any of the information, such as your name, dates or the amount, is wrong, request a change. All other parties to the bond will receive an email with your change request.

The bond will be lodged 48 hours after the eTransaction email is sent, even if you do not approve it. This is to ensure your money is securely held by Bonds Administration. You will still be able to approve the transaction after it has been lodged, but if any details need changing, you will need to contact the Bonds Administration team.

You will receive an email confirming that your bond has been lodged.

Please note if you do not approve a lodgement, it will take longer to get your bond back at the end of your tenancy.

When a transaction to lodge a bond is complete, each party will receive a bond certificate.

What happens when my bond increases (variation)?

You will not receive an eTransaction email and you don’t have to do anything when your bond is increased. You will receive an email with a certificate when the bond increase has been processed.

What happens when I move in and need to be added to a bond (variation)?

If you are moving into a new rental with existing tenants, the agent or landlord will submit an eTransaction to add you to the tenancy bond.

1. You will receive an email asking to review the variation eTransaction.
2. Review details and, if any of the information is wrong, request a change. All other parties to the bond will receive an email notifying them that you requested a change.
3. When all details are correct, approve the eTransaction.

The change will be finalised one month after the eTransaction email is sent, even if you do not approve it. You will be able to approve the eTransaction after it has been finalised, but you won’t be able to request a change.

When a transaction to make changes to the bond is complete, each party will receive a bond certificate.

What happens when I receive an eTransaction email to release my bond?

You can respond to the bond release by clicking ‘Approve details’ or ‘Dispute’ in the eTransaction. You and any other tenants will have 14 days to respond. 

If everyone agrees, the bond can be paid out. You will need to provide a forwarding address and details of an Australian bank account if you are receiving bond money. 

Payment into the nominated account usually takes three (3) business days once everyone has approved the eTransaction. Timing of the payment does vary depending on your bank. 

If anyone disputes the eTransaction or does not respond within the set timeframe, the release application will be referred to Commissioner determinations for a decision. 

What payment options do I have to get my bond back?

As part of the bond release eTransaction process, you will be asked to enter your Australian bank account details. The payment will be made by direct credit into your nominated account. If you do not have an Australian bank account, you can request a cheque to be mailed to you. 

My property manager or landlord says they have submitted an eTransaction to release my bond. When will I get my bond back?

If your landlord starts an eTransaction to release your bond, you will receive an email asking you to respond to the application. The fastest way to get your bond back is if everyone agrees and approves the eTransaction. 

Your landlord, or Bonds Administration, cannot make changes to the eTransaction once you have received the eTransaction email.

If you received the eTransaction email but can’t access the eTransaction as your mobile number has changed, you must contact your landlord to update your contact details.

If all tenants do not approve the eTransaction within 14 days, the release application will be referred to Commissioner determinations for a decision. For more information about the timeframes in this process, see Bond disputes for residential tenancies.

I have received an email that appears to be from Bonds Administration, is it a scam?

eTransaction emails from Bonds Administration will always use your first name and surname in the greeting. They will also include the address of your rental property. If you receive an email you are unsure about, forward it to us by email and we’ll let you know.

If you are concerned about scams you can contact Consumer Protection for advice by phone on 1300 30 40 54 or email. For more information, visit www.scamnet.wa.gov.au.

How do I get help?

You can contact your landlord for help or reach out to Bonds Administration by email or call 1300 85 38 29.

For more information about rental bonds, go to www.consumerprotection.wa.gov.au/bonds.

If you require the assistance of an interpreter, contact the Translating and Interpreting Service by telephone on 131 450 or visit www.tisnational.gov.au.