Im a PRO lol

We went once for our bond back and several other times for other things like compensation etc.

We found the best way of dealing with some situations is unfortunately to have to do all this

The Consumer Trade and Tenancy Tribnunal in NSW deals with this
Go to their website - to the residential tenancies section
Or call them - You need the forms to apply for a date at the Tribunal. They are located locally pretty much everywhere

The clause you want is for the tenant to apply for a refund/return of rental bond money.
on the form state in point form the reasons you are being withheldthe money and the proof you have to support your claim.

Then it cost $30 for lodging the form , or $5 if you are eligible for the pension

it takes about two- three weeks to get a date to attend the tribunal.
in that time you should get together all your proof
*Letters/emails to the real estate requesting things be fixed, that led to the damage (draws)
*All correspondence in relation to with holding the bond/why
*Photographs to show what it looks like now/ before if you have them
*Your lease (highlight the parts pertaining to general wear and tear and the part where it says the landlord will repair things within a cetain amount of time (24hours for leaking water emergencies etc)
* Any further corresponce with the real estate from here including writing down times and points of conversation for any phone calls you may receive.

Real Estate agents can be a pain Best of Luck and PM me if you need any help