Rental Bond Dispute

1. Property Manager · turn 1

   Good afternoon, Mrs Ma. Thank you for coming in today. I asked you to come because we need to discuss several significant issues regarding the condition of the apartment after you moved out. During the final inspection, we found extensive damage throughout the property. The dining table has a broken leg, the microwave oven is no longer working, there are several large stains on the carpet, and there is severe mould growth in the bathroom. We also noticed chipped paint on one of the bedroom walls and a cracked wardrobe door. Unfortunately, these issues go beyond normal wear and tear. Under the Residential Tenancy Agreement, we'll need to use part of your rental bond to cover the repair and professional cleaning costs.

   下午好，馬太太。謝謝您今天前來。 我請您過來，是因為我們需要討論您搬走後，公寓狀況方面的幾個重大問題。 在最終檢查期間，我們發現物業多處受到嚴重損壞。餐桌有一條桌腳斷了，微波爐已經無法使用，地毯上有幾處大面積污漬，浴室也有嚴重霉菌滋生。我們還注意到其中一間睡房的牆壁有油漆剝落，而且衣櫃門有裂痕。 很遺憾，這些問題已經超出正常損耗的範圍。根據住宅租賃協議，我們需要使用您的部分租賃押金支付維修和專業清潔費用。

2. Tenant · turn 2

   下午好，Jason 經理。我知道你今天找我是為了什麼，但我覺得你們是在找碴。 桌腳本來就是歪的，微波爐早就壞了。地毯上的污漬住久了難免會有，浴室發霉更是很常見的問題。你們現在卻把所有責任都推到我身上，這不是雞蛋裡挑骨頭嗎？ 我搬進去的時候就已經發現這些問題了，你們是不是看我好欺負？

   Good afternoon, Jason. I know why you asked me to come today, but I feel that you’re deliberately finding fault with me. The table leg was already crooked, and the microwave had been broken for a long time. Carpet stains are unavoidable after living somewhere for a long period, and mould in the bathroom is an even more common problem. Yet now you’re placing all the responsibility on me. Aren’t you simply being excessively critical? I had already noticed these problems when I moved in. Are you taking advantage of me because you think I’m an easy target?

3. Property Manager · turn 3

   I understand you're upset, Mrs Ma. However, we have the Entry Condition Report that was completed when you moved into the property. According to that report, the dining table and microwave were both in good working order, there were no carpet stains, and no mould or other damage was recorded. The purpose of the Entry Condition Report is to accurately document the condition of the property at the beginning of the tenancy. It protects both the landlord and the tenant if there's ever a dispute. Because the current damage wasn't recorded at the start of the tenancy, we're required to investigate it and determine responsibility.

   我明白您很不高興，馬太太。 不過，我們有一份您搬入物業時填寫的入住狀況報告。根據該報告，餐桌和微波爐當時都運作良好，地毯上沒有污漬，也沒有記錄任何霉菌或其他損壞。 入住狀況報告的目的是準確記錄租約開始時的物業狀況。如果日後發生糾紛，這份報告可以保障業主和租客雙方。 由於目前的損壞在租約開始時並未記錄，我們必須進行調查並確定責任。

4. Tenant · turn 4

   我根本不知道那是什麼表格。 當時我的英文也不好，完全不知道那些內容是什麼意思，只是隨便勾了幾個選項，哪知道這份表格那麼重要。 你們當時為什麼不跟我解釋清楚？我只是急著搬進去，根本不知道還要仔細檢查每一樣東西。 我一直都把房子照顧得很好，真的沒想到今天會變成這樣。我真是有苦難言。

   I had no idea what that form was. My English wasn’t good at the time, and I had no understanding of what the contents meant. I simply ticked a few options casually. How was I supposed to know that the form was so important? Why didn’t you explain it clearly to me at the time? I was only in a hurry to move in and had no idea that I needed to inspect every item carefully. I always took very good care of the property and genuinely never expected the situation to turn out like this. I feel that I have no way to explain my grievance.

5. Property Manager · turn 5

   I understand that the language barrier may have been difficult for you, and I'm sorry if there was any misunderstanding. When you moved in, we provided you with a detailed Entry Condition Report so that both parties clearly understood the condition of the property. It's very important that the report is completed accurately and thoroughly because it forms the basis of any future bond claims. We also encourage tenants to take photographs and notify us of any issues within the first seven days of moving in. Unfortunately, we didn't receive any notification from you about these particular items.

   我明白語言障礙可能令您感到困難，如果當時有任何誤解，我很抱歉。 您搬入時，我們向您提供了一份詳細的入住狀況報告，讓雙方都能清楚了解物業的狀況。 準確而全面地填寫這份報告非常重要，因為它是日後提出任何押金申索的依據。我們也鼓勵租客拍攝照片，並在搬入後首七天內通知我們任何問題。 很遺憾，我們沒有收到您就這些特定物品所作的任何通知。

6. Tenant · turn 6

   可是你們沒有給我足夠的幫助啊。 那時候我一頭霧水，只想著趕快搬進去，誰知道還要檢查得那麼仔細。 現在你們說是我弄壞了房子，我真的覺得很不公平。我住在那裡一直都很小心，怎麼可能把那些東西弄壞？ 你們不能因為一份表格，就把所有責任都推到我身上吧？

   But you didn’t give me enough assistance. At the time, I was completely confused and only wanted to move in as quickly as possible. How was I supposed to know that everything needed to be inspected so carefully? Now you’re saying that I damaged the property, and I genuinely feel that this is very unfair. I was always careful while living there. How could I have damaged those things? You can’t place all the responsibility on me merely because of one form, can you?

7. Property Manager · turn 7

   I understand your frustration, Mrs Ma, and we certainly don't want you to feel that you're being treated unfairly. However, the Entry Condition Report is a standard part of every tenancy. It provides clarity and accountability for both parties. In your case, the damage is evident and appears to go beyond normal wear and tear. That's why we need to take the necessary steps to rectify these issues. The rental bond is intended to cover situations like this so that the property can be restored to an acceptable condition for the next tenant.

   我明白您的不滿，馬太太，我們當然不希望您覺得自己受到不公平對待。 不過，入住狀況報告是每份租約的標準部分，可以為雙方提供清晰的紀錄並確定責任。 就您的情況而言，損壞十分明顯，而且看來已經超出正常損耗。因此，我們需要採取必要措施修復這些問題。 租賃押金正是用來處理這類情況，讓物業能夠恢復到下一位租客可以接受的狀況。

8. Tenant · turn 8

   真是氣死我了！ 我來澳洲就是希望能過更好的生活，沒想到竟然遇到這種事情。 我平時一直都很注意保持房子的整潔，最後卻還要賠錢。 這筆押金可是我辛辛苦苦攢下來的，我也很不容易。 你們這樣處理，我怎麼可能不生氣？

   This is absolutely infuriating! I came to Australia hoping to have a better life, and I never expected to encounter something like this. I always paid close attention to keeping the property clean, yet now I still have to pay compensation. I worked extremely hard to save that bond money. Things haven’t been easy for me either. How could I possibly not be angry when you handle the matter this way?

9. Property Manager · turn 9

   I genuinely understand your concerns, Mrs Ma, and we don't take these matters lightly. We're committed to finding a fair resolution, which is why I wanted to meet with you personally today. If you believe there are any inaccuracies or discrepancies in our report, we can certainly review the evidence together, including the Entry Condition Report, the Exit Condition Report and the inspection photographs. It's important that we address any misunderstandings and try to reach an amicable agreement.

   馬太太，我確實明白您的擔憂，而我們也不會輕率處理這些事情。 我們致力尋找公平的解決方案，這也是我今天希望親自與您會面的原因。 如果您認為我們的報告有任何不準確或不一致之處，我們當然可以一起審視證據，包括入住狀況報告、退租狀況報告和檢查照片。 我們必須處理任何誤解，並嘗試達成友好協議。

10. Tenant · turn 10

    我只希望能把事情解決好。 我住在那裡那麼多年，對這個房子也有感情。 我真的不想把事情鬧得太僵，只希望能有一個合理的解決方案。 如果你們願意幫我想想辦法，我真的會很感激。 希望我們能一起找到一個辦法，把這件事情處理好。

    I only want the matter to be resolved properly. I lived there for so many years and became emotionally attached to the property. I genuinely don’t want the situation to become too confrontational. I only hope there can be a reasonable solution. I would be very grateful if you were willing to help me consider some options. I hope we can find a way together to resolve this matter.

11. Property Manager · turn 11

    I appreciate you saying that, Mrs Ma. We can certainly work towards a fair outcome. Although the rental bond would normally be used to cover this type of damage, I'm happy to discuss alternative options if we can reach a mutually acceptable solution. For example, we could consider reducing the amount claimed if additional evidence becomes available, arrange a payment plan if necessary, or even refer the matter to an independent mediator. If we still can't reach an agreement, either party has the right to apply to the NSW Civil and Administrative Tribunal (NCAT), where an independent Tribunal Member will consider the evidence and make a legally binding decision. However, I'd much prefer that we resolve this together without needing to take that step.

    謝謝您這樣說，馬太太。 我們當然可以一起尋求公平的結果。 雖然租賃押金通常會用來支付這類損壞，但如果我們能達成彼此都能接受的方案，我很樂意討論其他選擇。 例如，如果有進一步證據，我們可以考慮減少申索金額；如有需要，也可以安排付款計劃，甚至將事件轉介給獨立調解員。 如果最終仍無法達成協議，任何一方都有權向新南威爾士州民事及行政審裁處，也就是NCAT提出申請。屆時，獨立的審裁處成員會考慮證據並作出具有法律約束力的決定。 不過，我更希望我們能夠共同解決，而無需採取這一步。

12. Tenant · turn 12

    我也不希望事情鬧到仲裁庭。 如果可以和平解決，我當然願意配合。 我回去也會找找當初搬進去時拍的照片，看看能不能證明那些問題本來就存在。 如果真的有我應該負責的地方，我願意承擔；但如果不是我的責任，我也希望你們能公平處理。 謝謝你今天願意聽我解釋，也希望我們可以盡快把這件事情解決。

    I don’t want the matter to reach the Tribunal either. If it can be resolved peacefully, I’m certainly willing to cooperate. I’ll look for the photographs I took when I first moved in and see whether they can prove that those problems already existed. If there are matters for which I am genuinely responsible, I’m willing to accept responsibility. However, if they aren’t my responsibility, I hope you will handle them fairly. Thank you for being willing to listen to my explanation today. I also hope we can resolve this matter as soon as possible.

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