Mould advice service

Is there mould in your rental property? Our new mould service may be able to help. This page sets out the eligibility requirements for assistance, and how to contact us.

About the service

Service temporarily not accepting new enquiries

This service is currently at capacity and not accepting enquiries. For assistance, please call our Tenants Advice Line on 9416 2577, Monday to Friday, 10am-2pm, for advice in relation to mould in your rental home.

Criteria for assistance

To be eligible for assistance, you must meet certain criteria.

Financial hardship and vulnerability

Our mould clinic service is for renters experiencing financial hardship and vulnerability.

To be eligible for our advice service you must be in receipt of a Centrelink benefit or earning no more than $1,000 per week, after tax.

As well as meeting this financial requirement, you must also be experiencing one or more of the following vulnerability criteria:

  • Disability
  • Need help with reading and writing
  • Mental illness
  • Acquired brain injury
  • English is not your first language
  • Aboriginal or Torres Strait Islander
  • Family violence
  • Youth
  • Older person

Notification and evidence

To be eligible for assistance, in addition to the financial hardship and vulnerability criteria, you will also need to provide evidence that:

  • The mould is visible, and you have photos as evidence
  • You have notified your rental provider (landlord) or agent, in writing, of the mould problem, and they have not fixed it within 3 business days.
  • The mould may have been caused by, or related to, the building structure itself, such as lack of ventilation.

If you believe that your rental property has mould, but there is no visible evidence, this is more complex.

If the mould is not visible you may be able to arrange for an inspection report from a mould remediation business to confirm the presence of mould or damp – some businesses provide reports for free. We recommend contacting such a business, which might require you to first get written consent from the rental provider. If you can get the rental provider’s consent and obtain a mould report, please include it with your request to us for assistance.

If you cannot get your rental provider’s consent for a mould report, you can still contact our service and we may be able to assist you, although our assistance will depend on the complexity of your mould issue. See our contact details at the bottom of this page.

How to request assistance

To make an enquiry, send an email to

Include your contact details – full name, email, phone number and address.

In your email include a brief outline of the mould issue.

Also include the evidence:

  • Evidence that you have already informed your rental provider or agent of the existence of the mould in writing, such as a copy of the relevant email, text, or letter
  • Direct photo evidence of mould in your rented property, such as internal walls, internal floors, ceilings and windows

If you do not include this evidence, we will not be able to assist you.

We will respond to your enquiry within 5 business days.

Report real estate agent misconduct

We encourage requests for assistance where you believe your agent has engaged in misconduct. Agent misconduct is an issue that Tenants Victoria aims to address when it occurs and report to Consumer Affairs Victoria. If misconduct has occurred regarding your problem with mould, we can complain to Consumer Affairs Victoria on your behalf.


As we are a legal service, we will treat your information confidentially and in line with our privacy policy.

Other assistance

If you do not meet the criteria for the mould advice service but would like assistance with your mould issue or another renting legal matter, please contact our advice line.

Tenants Victoria advice line

Email us via our Contact us page.

General advice line: 9416 2577, 10am–2pm Monday to Friday.

Social housing renters advice line: 1800 068 860, 9am–4pm Monday to Friday.

Related pages

Was this page helpful?

Cookies and Privacy:This site uses cookies to ensure you get the best experience on our website.

Find out more Accept