Victorian rental provider to pay $20k over tenant privacy breaches

Lifeline Victoria, which trades as Ability Allcare Services, was found to have made agreements with renters, including vulnerable participants, that did not comply with the state’s tenancy laws.

Following reports that the company’s rental agreements included unlimited access to tenants’ homes and left out mandatory protections, Consumer Affairs Victoria (CAV) launched an investigation.

After CAV officers visited properties and spoke with renters, Lifeline Victoria admitted it did not provide condition reports and other documentation at the start of certain tenancies.

Under an enforceable undertaking, Lifeline Victoria must pay $20,000 into the Victorian Consumer Law Fund and implement a three-year compliance program to overhaul its practices.

Further, the company’s staff, including director Dhruv Chaudhari, are required to undertake annual training to ensure they are equipped to run rental accommodation.

Additionally, Lifeline Victoria must identify and address any harm suffered by affected renters, with an independent lawyer reviewing all its rental documents, dating back three years.

The company must then clearly explain its failures to all renters, confirm their rights, provide them with legal documentation, and introduce a formal procedure for rental property entry and access.

CAV director Nicole Rich said the outcome of the case demonstrated the importance of protecting renters, particularly those in vulnerable circumstances.

“Renters have the right to privacy, and the alleged conduct in this case affected renters who may have been particularly vulnerable,” she said.

“This outcome goes beyond a financial payment. It ensures that Lifeline Victoria’s leadership and staff will have the appropriate skills and training to run rental accommodation for NDIS recipients in the future.”