Frequently Asked Questions

  • We provide practical, non-legal support to renters who need help managing tenancy issues and preparing clear, well-organised documentation.

    Our services include:

    • Assisting with urgent repair requests and breach notices

    • Preparing applications for tenancy tribunals

    • Compiling and organising evidence for disputes

    • Drafting tenancy-related correspondence

    • Reviewing condition reports before acceptance

    • Preparing bond dispute documentation

    • Coordinating end-of-lease support, including cleaners and removalists (where applicable)

    • Ongoing support through membership options for renters with complex or ongoing issues

    Our role is to help you understand the process, prepare documents correctly, and approach disputes with confidence. We do not provide legal advice or legal representation, and all decisions remain with you as the renter.

  • Yes, we charge for the services we provide. This is because each service is tailored to your individual circumstances, so you don’t have to spend hours searching online or navigating complex information.

    Our approach is personalised support—for example, helping you prepare urgent documents or understand the practical steps you can take in any tenancy matter you are currently facing.

    We also provide free resources specific to your state, including official contacts and links to support services, so you can access information at no cost if you prefer to manage things yourself.

    By using our services, you benefit from rapid and reliable support, with documents structured clearly and concisely to help you when submitting to your landlord or attending a tribunal. The biggest setbacks often occur when applications are unclear or critical information is missing, and our support is designed to prevent these issues.

  • Urgent repairs are serious issues that require immediate attention, such as:

    • Burst water services

    • Blocked or broken toilets

    • Gas leaks

    • Dangerous electrical faults

    • Serious roof leaks

    We also outline what tenants can legally spend on urgent repairs in each state. This is critical if your landlord is not responding in a timely manner.

    Please note:
    Even if you have an issue not listed under a urgent repair, there are still timeframes that a landlord and/or real estate agent MUST adhere to.
    We assist you with documenting a list of breaches that is crucial prior to escalating to any tribunal.

    • Fixed service: Ideal for a single, specific issue.

    • Subscriptions: Most clients transition to a subscription when starting a new lease, as this offers more value and priority services.

    We discuss this individually, as every tenancy situation is unique.

  • Absolutely. We only provide you guidance and resources so you can manage your tenancy matters yourself, with confidence and clarity.
    We can most certainly assist you with every step to ensure you are fully prepared before any hearing.

  • We assess each enquiry as they are received.

    For all general enquiries outside our operating hours (between 7pm and 7am), we aim to respond to messages within 12–24 hours.
    Or the next business day that falls after any public holiday.

    For urgent situations, we prioritise enquiries to provide timely support, all members receive priority services.
    Please note, due to a high demand of enquiries, we may not be able to answer your call.

    If you send a text, it will hold your position of us returning your call as a priority.

  • We can provide information, guidance, and advocacy tips to help you manage ongoing issues with landlords or property managers, including how to raise concerns effectively and use official channels.

    If you’re experiencing ongoing tenancy issues and haven’t been able to reach a resolution, a membership may be the most effective option. This allows for continued support and a dedicated contact to assist you across multiple issues as they arise.

  • We operate 7 days a week, from 7:00 AM to 7:00 PM. Messages received during these hours are assessed promptly. Messages received outside these hours are reviewed as soon as possible the next day.
    We do not engage with new clients outside of Monday - Friday 17:30pm to 20:00pm
    This is due to our dedicated team focusing on our members and their needs during tribunal hearings, emergency applications and any other services they may require.

  • The preferred method is email: support@tenant-advocate.com.au, as we actively monitor this inbox. Email allows us to provide clear guidance and maintain a record of your enquiry.

    Mobile Contact (Urgent Matters Only):

    For urgent situations that require immediate attention, you may call [XXXX XXX XXX] during business hours. Email remains the fastest and most reliable way to reach us and calls outside business hours may not be answered immediately.

    Tips for contacting efficiently:

    Include your full name, state, and property address (or relevant tenancy details)

    Clearly describe the issue or question, and if urgent, mention this in the subject line

    Attach relevant documents or photos (e.g., lease, repair photos, notices from your landlord)

  • Your privacy and security are important to us. Personal details you provide — such as your name, tenancy information, or documents — are used solely to assist with your enquiry or support you as a tenant.

    We do not share your information with third parties unless required by law or with your explicit consent. Emails, attachments, and documents are stored securely and only accessed by authorised team members.

    Tips for safe sharing:

    • Only send documents or details relevant to your enquiry

    • Avoid unnecessary sensitive information (e.g., full financial details) unless directly related to your tenancy issue

    • If you have concerns, include a note in your email and we’ll advise the safest way to provide the information

    Providing your details helps us deliver accurate guidance and personalised support, while maintaining confidentiality and security.

Free State-Specific Resources

What We Don’t Help With:

  • We do not provide assistance with:

    • Family violence within a tenancy

    • Ending a tenancy / breaking your lease

    • Evictions

    • Falling behind on rent

    • Sub-letting or share house issues

    • Occupancy agreements (e.g., student accommodation)

    • Unfair rent increases

    • Providing legal advice

    • Representing you at the tribunal

    • Landlord tenancy issues

    • Public housing matters

    • Strata or body corporate disputes