Property managers sit between you and your landlord, which can make disputes particularly frustrating — you are not dealing with the decision-maker directly, and problems can be deflected or delayed indefinitely. Here is how to escalate effectively when things go wrong.
Document everything from day one
The single most important habit in any dispute is maintaining a written record from the start. Every communication with your property manager should be in writing — or followed up with a written confirmation of what was discussed verbally.
Use email where possible, so there is an automatic timestamp and a verifiable record. If you call, follow up with: 'As discussed by phone today [date], I am confirming my request for...' Keep a folder with all correspondence.
This documentation becomes critical if you need to escalate to a tribunal or regulatory authority. A clear timeline showing your good-faith attempts to resolve the issue — and the property manager's responses or non-responses — is your strongest tool.
When to escalate beyond the property manager
Most property managers will resolve genuine issues when communicated clearly and with evidence. Escalation becomes necessary when:
At this point, you have two escalation paths: contacting the landlord directly (where you have the contact information — your lease should include this) or lodging a complaint with your state tenancy authority.
- You have followed the process correctly and the issue remains unresolved
- You are receiving conflicting information or being given the runaround
- The property manager is unresponsive within a reasonable timeframe
- The issue involves a legal obligation the property manager is clearly failing to meet
Lodging a complaint with the state regulator
Every Australian state has a government body that oversees real estate agents and property managers. In most cases, property managers must be licensed by this body, and complaints about misconduct, failure to comply with legislation, or unprofessional conduct can be lodged formally.
A formal complaint can trigger an investigation and, in serious cases, disciplinary action against the agency or individual. It also creates an official record.
- NSW: NSW Fair Trading (13 32 20) — handles complaints about licensed agents
- VIC: Consumer Affairs Victoria — handles rental provider and agent complaints
- QLD: RTA and Office of Fair Trading — agent conduct complaints
- WA: Consumer Protection (1300 304 054) — real estate agent conduct
- SA: CBS — Consumer and Business Services
Applying to the tenancy tribunal
For disputes that have a specific legal remedy — unpaid bond, failure to make repairs, unlawful entry, retaliatory action — the tenancy tribunal is your formal recourse. See the NCAT/VCAT/QCAT guide for full details.
For property management-specific complaints (failure to maintain the property, refusing to lodge your bond, charging unauthorised fees), the tribunal has jurisdiction in most cases. These disputes are taken seriously, and a clear paper trail significantly improves your chances.
Keeping your tenancy intact while disputing
A common concern is that raising complaints will lead to retaliatory action — being given a termination notice or an unfair inspection report. In NSW, VIC, QLD, SA, and ACT, retaliatory eviction is prohibited. If you are given a termination notice shortly after making a formal complaint or exercising your legal rights, you can challenge it at tribunal on retaliatory grounds.
That said, keep the dispute professional throughout. The goal is to resolve the issue and continue living in your home peacefully — not to generate conflict. Focus on specific legal obligations and document your communications professionally.