What specific steps has the Minister or Tenancy Services taken to ensure tenants without reliable digital access, or with out-of-date contact details, are not disadvantaged by a refund process that depends on emailed or texted notification links?

Answer

Tenancy Services are required to ensure that all parties to a bond have the opportunity to respond to a request for a bond refund. In the past this has been proven through a form signed by all parties. From 29 June, when digital bond refunds are used, this remains the case through all parties having the opportunity to respond to the request either digitally or where a tenant has no email or text number Tenancy Services will contact them by post. Tenant self-service, introduced on 29 June 2026, allows tenants to view and update their contact details and select a communication preference, either email, text message or post. Prior to 29 June, a tenant would need to contact Tenancy Services to update their contact details and email and post were available as a preference, where email would be used if an email address was held on file. Tenants can still contact Tenancy Services to update their contact details and preference, however we recommend doing this online so that they get access to all of the benefits of the new system. MBIE also introduced text as an option for communication from 1 December 2025. In 2025, Tenancy Services created and advertised an email address for tenants to update their contact details. Additionally, from 1 December 2024 when online lodgements were introduced, Tenancy Services have received a much higher number of tenant contact details due to the prompts in the online lodgement form, rather than a paper form. MBIE has provided information on the new modernised bond service on the Tenancy Services website as the programme has progressed and has published regular updates on social media and in newsletters such as Tenancy Matters, direct emailed landlords, spoken at conferences, engaged with landlord, property management and tenant industry groups as well as engagement through the Rental Sector Collaboration group. Since 1 December 2025, MBIE has been targeting information-sharing via social media and website advertising to engage with harder-to-reach audiences. Further information about engagement with tenant advocacy groups can be found in the response to 31380 (2026). Updated resources have been added to the Tenancy Services website, for tenants and landlords to ensure they understand how to operate under the new modernised service. This includes a video for tenants on how to respond to digital notifications and information sheets translated into a number of the most common languages spoken within Aotearoa communities. For tenants who are unable to access or use the new digital services, tenants can continue to contact Tenancy Services for assistance with bond-related transactions, including obtaining a bond refund form.