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I am a PM, whenever I have one of 'those' landlords who want to claim several thousand off every tenant every time any tenant vacates I tell them straight up "ok, I will take the matter to tribunal as the tenants don't agree and feel that your claims are unfair, I did advise you that these items...

+1 - maintain innocence but try to settle for everyones sake :). If it goes to VCAT the agent may also try to claim the $44.90 application fee which they can now claim AND be awarded in VIC (take note VIC landlords! I don't know how many PM's have figured this one out, recent change.).