TL;DR
- The agent rejecting a clean is not the same as the agent winning the bond claim. The legal standard is section 69(3) of the Residential Tenancies Act 1995 (SA): "reasonably clean", having regard to fair wear and tear - not "spotless".
- Stay calm and put everything in writing. Verbal agreements vanish in a dispute.
- The process: get the rejection in writing, gather evidence (start-of-tenancy condition report + dated photos), respond in writing, trigger the cleaner's re-clean policy if you used one, then engage the CBS process if the agent persists.
- If you cannot resolve it directly, CBS attempts conciliation. If conciliation fails, the matter may go to SACAT for a binding decision. Cleaning and rubbish disputes are among the most common categories SACAT hears.
First: do not panic
The moment the agent says "the clean is not up to standard" feels like the bond is gone. It is not. An agent rejecting the clean is the start of a process, not the end of one. The process has steps, the steps have rules, and the rules favour the tenant who has evidence.
This guide is the calm playbook. It is general information, not legal advice - for advice on your specific situation, contact Consumer and Business Services (CBS) on 131 882, or a tenancy advice service.
Step 1: Get the rejection in writing
Whatever the agent says verbally, ask for it in writing. Specifically:
- Which rooms are flagged.
- What specifically is not up to standard (be specific: "dust on top of wardrobes in bedroom 2 and 3", not "general cleanliness").
- What action they are proposing (re-clean by the tenant, re-clean at the agent's chosen cleaner with cost from the bond, a partial bond deduction).
- Photos if available.
Email is fine. SMS is fine. A signed inspection report is fine. The point is to lock in their position so it cannot drift later.
Sample wording you can use:
Hi [agent name], following the vacate inspection today, could you please confirm in writing the specific items you have flagged as not meeting the cleanliness standard, room by room, and any photos. I want to make sure I understand exactly what you are raising before I respond.
Most reasonable agents will reply with a list. Some will not, which is itself useful - vagueness rarely wins a dispute at SACAT.
Step 2: Gather your evidence
Find these documents before you respond:
- The start-of-tenancy condition report. This is your single most important piece of evidence. It records the state of the property when you moved in. If something was already there (a mark on the wall, a stain on the carpet), the condition report is your defence. Required under regulation 4 of the Residential Tenancies Regulations 2025 (SA).
- Your lease, particularly any cleaning clauses. Be aware that a clause requiring carpets to be professionally cleaned regardless of condition can be inconsistent with section 69(3) - CBS lists this as a potentially unenforceable term.
- Dated photos of every room after your clean and before the inspection. If you took them, dig them up. If you did not - this is the lesson for next time.
- The cleaner's invoice and scope if you used a professional. A paid invoice is evidence of effort.
- Photos from the agent of what they are flagging.
- Any inspection reports from during the tenancy. If the agent ran a quarterly inspection and reported the property in good order, that timeline matters.
Put all of this in 1 folder (digital or physical). You will reference it repeatedly.
Step 3: Trigger the cleaner's re-clean policy (if you used one)
If you used a professional cleaner with a re-clean policy, this is the moment to use it. In writing.
Email the cleaner:
Hi [cleaner], the agent has flagged the following items at the vacate inspection: [list]. The clean was done on [date]. Could you please return to address these items under your re-clean policy? Attaching the agent's email and photos.
Most reputable Adelaide cleaners will return within 24-48 hours and fix the specific items at no charge. That usually resolves the dispute - the cleaner addresses the flagged issues, the agent re-inspects, the bond is released. We cover what re-clean policies do and do not cover in detail in the bond-back cleaning post.
If the cleaner refuses or the re-clean window has passed, you move to step 4.
Step 4: Respond to the agent in writing
Your response should:
- Acknowledge the items they have raised.
- State your position on each (you agree, you disagree, you want to re-clean, you want to dispute).
- Reference section 69(3) of the Residential Tenancies Act 1995 (SA) - the standard is "reasonably clean", having regard to fair wear and tear.
- Reference the start-of-tenancy condition report where relevant (this was pre-existing).
- Propose a path forward.
Sample wording, 3 variations:
If you agree the work needs more done:
Thanks [agent name]. I have arranged for [cleaner / myself] to address the items you have raised by [date]. Could you let me know your availability for a re-inspection?
If you disagree some items are not fair wear and tear or were pre-existing:
Thanks for the list. I would like to address the following items: [list of items you agree on]. The following items I believe are pre-existing or fair wear and tear under section 69(3) of the Residential Tenancies Act 1995 (SA): [list, with reference to the condition report or photos]. Could we discuss?
If you disagree with the rejection as a whole:
Thanks for the list. The property was cleaned to the standard required under section 69(3) of the Residential Tenancies Act 1995 (SA) - "reasonably clean", with fair wear and tear allowed for. I am attaching dated photos taken at handover. I am unable to agree to the bond claim as proposed. If you intend to lodge a claim with CBS, please proceed; I will respond through the CBS process.
Keep emotion out of it. Stay polite. Reference the law and the evidence.
Step 5: The CBS process
If the agent persists with a bond claim, the formal process kicks in. It runs through Consumer and Business Services (CBS) via Residential Bonds Online (RBO).
5a: A claim is lodged
Either the agent or you makes a claim through RBO. The Commissioner posts a notice to the other party.
5b: 14-day response window
Under section 63 of the Residential Tenancies Act and regulation 15, the other party has 14 days to dispute the claim. If they do not respond, the Commissioner pays out to the applicant.
If you have been told the agent is making a claim, do not let the 14 days lapse. Respond in writing through RBO, even just to dispute and ask for conciliation. Silent tenants (who do not respond) are treated as agreeing with the claim - so make sure your RBO contact details are current.
5c: Counter-offer
Rather than accepting or rejecting outright, you can make a counter-offer through RBO. ("I will accept $150 of a $400 claim because I accept x but not y.") This is a negotiation step and many disputes settle here.
5d: Conciliation
If you and the agent cannot agree, the CBS Tenancies Branch attempts conciliation - a structured discussion to reach a settlement without a hearing. Conciliation is non-binding; either party can decline a proposed resolution.
5e: SACAT
If conciliation fails, the matter may be referred to the South Australian Civil and Administrative Tribunal (SACAT). SACAT's decision is binding. SACAT applies the section 69(3) standard and weighs evidence: condition report, photos, invoices, the lease.
CBS and SACAT data show cleaning and rubbish removal disputes are among the most common categories SACAT hears - the system is designed to resolve them.
The 12-month rule: there is no time limit for a tenant to claim a bond, but if the managing party makes a claim more than 12 months after the tenancy ends, the claim must go straight to SACAT.
Full process detail in the SA bond refund process guide and the SACAT explainer.
What works at SACAT
SACAT applies section 69(3) - "reasonably clean", with fair wear and tear allowed for. The evidence that helps:
- The start-of-tenancy condition report.
- Dated photos at handover.
- A paid cleaning invoice and scope.
- Inspection reports from during the tenancy.
- Communications showing your willingness to address legitimate issues.
The evidence that hurts:
- No condition report.
- No photos.
- A defensive tone in correspondence.
- A pattern of unresponsiveness during the dispute.
Special situation: the agent has organised a re-clean without your consent
Sometimes the agent organises a re-clean themselves and tries to deduct the cost from the bond. The legal position: they cannot unilaterally deduct from the bond - that has to go through the CBS dispute process. They can pay for the re-clean themselves and then claim it from the bond, at which point the CBS process applies. You can dispute the claim.
If this has happened to you, get the dates, the cleaner's name, the receipt, and put your position in writing through RBO. The 14-day window still applies.
A word on "professional carpet cleaning" clauses
If the rejection is specifically about the carpet and the agent is citing a lease clause that requires professional carpet cleaning regardless of condition, 2 things to know:
- The clause may be inconsistent with section 69(3). CBS specifically lists this as an example of a potentially unenforceable term.
- The standard is reasonable cleanliness of the carpet. If photos show the carpet was reasonably clean at handover, that is the standard the Act applies.
This is general information, not legal advice. Check with CBS (131 882) or a tenancy advice service for your specific situation.
A note on impact on your rental record
Tenants worry that a bond dispute will hurt their next application. Practical reality: a dispute through CBS or SACAT is not visible to future agents in the same way a tenancy database listing would be. Database listings (TICA, NTD) require specific grounds and notice under the RTA - simply having a bond dispute does not trigger one.
The bigger risk to your record is the outcome of the rental - if the agent has grounds to list you, that is a separate process and you have a right to dispute the listing. Defending the clean robustly is part of protecting the record, not damaging it.
FAQs
Q: Can the agent withhold my bond unilaterally?
No. Bonds are held by CBS. Any claim has to go through CBS via Residential Bonds Online. The 14-day response window applies. If you do not respond, the Commissioner can pay out to the applicant - which is why a written response is essential.
Q: How long does the CBS conciliation process take?
It varies by case. Simple matters resolve in a few weeks. Contested matters that go to SACAT can take 1-3 months from claim to hearing, sometimes longer. The 5-working-day refund only applies to undisputed claims.
Q: Do I need a lawyer?
For a cleaning dispute, no - SACAT is designed to be accessible to self-represented tenants. The Legal Services Commission of SA publishes the SA Law Handbook (lawhandbook.sa.gov.au) and tenancy advice services provide free guidance. A lawyer becomes worth considering for high-value disputes or complex situations.
Q: What if I just want this over and I am happy to lose some bond?
A negotiated settlement (counter-offer through CBS) is a legitimate path. You agree to forfeit a portion of the bond to close the matter. Make sure the agent confirms in writing that the settlement closes the matter (no further claim).
Q: What if I need a re-clean and my original cleaner refuses?
Get matched with another Adelaide cleaner and book a re-clean. The cost of a re-clean ($150-$400 depending on scope) is usually less than the cost of losing a bond dispute. Keep the receipt - it is evidence at SACAT if needed.