What to say to your agent
Ask in writing, keep it factual, and give the other side an easy way to say yes. These templates are deliberately non-confrontational - most disputes here are settled by a clear request and a link to the sources.
We've guessed you're in the ACT, where there is no fee-free requirement - how rent is paid is a matter for agreement - so the ACT letters below ask for that agreement.
Before you write
- Check what applies in your state or territory so you know what to rely on. You do not need to quote it or describe it in the letter: pointing at the page is enough, and the wording is there with its sources.
- Keep it to the arrangement, not the person. You are asking for a compliant method, not accusing anyone.
- Put it in writing (email is fine) and keep a copy.
- Ask a clear question and, where possible, offer a specific alternative.
1. Ask for a fee-free method
Subject: Rent payment - fee-free method and details I can reuse
Good morning,
I'd like to pay my rent by a fee-free method that is reasonably accessible, as required by law.I'd like to pay my rent by a way that is free and convenient, as the law requires.I'd like to pay my rent by a fee-free method, as the law requires.I'd like to pay my rent by a way that costs nothing beyond ordinary bank fees, as the law requires.I'd like to pay my rent in a reasonably convenient way, as the law requires.I'd like to pay my rent by an option free of any fees, as the regulator requires.I'd like to pay my rent without a fee for paying or collecting it, as the law requires.I'd like us to agree how I pay my rent.I'd like to pay my rent by an alternative free of any costs, as the Guide to Renting requires.
I would rather not share my personal and financial information with a third party I don't trust.
Could you please let me know the trust account details (BSB and account number) to pay rent into, and a reference I can keep using from now on?
You can check the relevant rules and law here: www.onlytherent.com/states
Kind regards,
[Your name]
[Property address]
2. Push back on a compulsory app
Subject: Paying rent directly, without an app
Good morning,
I understand the agency uses [platform] to collect rent. I'd prefer to pay directly, by a fee-free method that doesn't require me to have an account with a third party.
Could you please confirm the fee-free method available to me, and the trust account details (BSB and account number) I need in order to use it?
A fee-free way to pay rent has to be availableIn New South Wales I cannot be required to use a third-party app, or any other service, to pay rentIn Victoria a fee-free way to pay has to be available, and a platform cannot charge me to pay rentIn Queensland at least two ways to pay must be offered, one of them fee-freeIn South Australia rent must be payable in a reasonably convenient wayConsumer Protection requires at least one payment option free of any feesIn Tasmania a tenant cannot be charged for paying or collecting rentIn the ACT how rent is paid is for us to agreeThe Guide to Renting requires an alternative way to pay that is free of any costs - see www.onlytherent.com/states
Thanks,
[Your name]
[Property address]
3. Respond to changing payment details
Subject: Payment details for rent keep changing
Good morning,
Each period I'm asked to use different payment details for my rent. That makes it hard to set up a recurring payment, and it needlessly increases the chance of an error or a late payment.
I understand that details sometimes have to be updated, but setting the payment up again every period is not practical.
Could you please give me trust account details I can reuse, or another fee-free method I can set up once?
If the details do have to change, please confirm the new ones in writing before that happens.
Kind regards,
[Your name]
[Property address]
If they refuse
Contact the tenancy regulator for your state. Give them the dates, what was asked, what was said, and copies of the correspondence. Escalation is usually free, and many matters are resolved without a hearing.
| State / territory | Regulator | Tribunal |
|---|---|---|
| NSW | NSW Fair Trading - 13 32 20 | NCAT |
| VIC | Consumer Affairs Victoria - 1300 55 81 81 | VCAT |
| QLD | Residential Tenancies Authority - 1300 366 311 | QCAT |
| SA | Consumer and Business Services - (08) 8204 8352 | SACAT |
| WA | Consumer Protection - 1300 30 40 54 | SAT |
| TAS | Consumer Affairs Tasmania - 1300 654 499 | TASCAT |
| ACT | Access Canberra - 13 22 81 | ACAT |
| NT | NT Consumer Affairs - 1800 019 319 | NTCAT |
Not legal advice. For advice about your circumstances, contact your state’s tenant advice service - see sources.