Checking a cleaning business

Most cleaners are honest, hard-working people running small businesses. But because a cleaner works inside your home, often while you're out, it makes sense to do a few simple checks before you book. They take minutes and can save a lot of trouble.

This is general information. We don't rank or recommend businesses.

Check the ABN

Businesses in Australia usually have an Australian Business Number (ABN). The Australian Business Register's free ABN Lookup lets you search by business name or ABN. Check that:

• the ABN is active;
• the business name matches the name on the quote, invoice or website;
• the location makes sense for a business serving your area.

An ABN doesn't guarantee quality, but a business that can't or won't give one is a warning sign.

Ask about insurance

Ask whether the business has public liability insurance, which may respond if the cleaner damages your property or someone is injured. Ask to see a certificate of currency and check the dates. If the business employs cleaners, ask how it covers its workers.

Look at reviews carefully

Reviews can help, but read them critically:

• look for detailed reviews that describe the job;
• check whether reviews are recent;
• look for patterns, good or bad, rather than single outliers;
• see how the business responds to complaints.

Ask friends and neighbours too. A personal recommendation is often more useful than dozens of short online ratings.

Get terms in writing

Before the first clean, get the key terms in writing, even if only in an email or message:

• what's included and excluded;
• price and how it's calculated (per hour, per job or per room);
• products and equipment;
• cancellation and rescheduling policy;
• how complaints and damage are handled;
• payment method and timing.

See quotes and agreements.

Red flags

Be cautious if a business:

• has no ABN or won't give one;
• insists on cash only with no receipt;
• won't put anything in writing;
• asks for a large payment up front;
• is vague about insurance or who will actually do the work;
• pressures you to decide immediately.

If something goes wrong

Consumer Affairs Victoria explains that under the Australian Consumer Law, services must be provided with due care and skill. If a clean is poor or something is damaged, raise it promptly and in writing, with photos. Many businesses will re-clean or resolve the issue. If you can't resolve it, Consumer Affairs Victoria has information about next steps.

If something is damaged

Accidents happen. If a cleaner damages something, tell the business promptly, in writing, with photos and a description. Ask how it will be resolved and whether its insurance covers the damage. Consumer Affairs Victoria explains that services must be provided with due care and skill, and that if they aren't, you may be entitled to a remedy. Keep copies of your communications. If you can't resolve the matter, Consumer Affairs Victoria has information about next steps.

Keeping communication clear

Most problems with cleaners come down to expectations that weren't shared. Agree the scope in writing, give feedback early and specifically, and keep messages polite and factual. If you're not happy with part of a clean, describe exactly what wasn't done and, if helpful, send a photo. If you need to change the schedule, give as much notice as you can and follow the agreed cancellation terms. A short message thanking the cleaner for a good job also goes a long way in a long-term arrangement.

Writing a good brief

A clear brief is the single best way to get the clean you want. Before the first visit, write down which rooms are included, the tasks you care about most, anything that must not be touched or moved, and any products to use or avoid. Mention pets, alarm systems, parking and where rubbish goes. Point out fragile items and surfaces that need special care, such as natural stone benchtops, timber floors or delicate fabrics. Walk through the home with the cleaner on the first visit if you can. After a few cleans, review the brief together and adjust it. Our cleaning checklist can be printed and left on the bench as a simple brief.

What affects the cost of cleaning

We don't publish prices, but understanding what drives cost helps you compare quotes:

• the size of the home and number of bathrooms;
• the condition of the home and how long since the last clean;
• the tasks included, especially ovens, windows, walls and carpets;
• whether products and equipment are supplied;
• how often you book;
• access, parking and travel time;
• weekend or urgent bookings.

Ask cleaners to explain how they've calculated their quote.

Where our information comes from

We base the legal and safety information in this guide on official sources, including Consumer Affairs Victoria, the Residential Tenancies Act 1997, published VCAT decisions, the Victorian Department of Health and healthdirect, listed at the end of the page. Practical cleaning tips are general guidance. Laws and guidance change, so we show the date we last checked the page. Before relying on any detail, follow the source links.

Allergies, asthma and sensitivities

If anyone in your home has allergies, asthma or chemical sensitivities, cleaning choices matter. Fragranced products and sprays can irritate some people's airways; damp-dusting and vacuuming with a good filter help reduce airborne dust; and controlling moisture helps prevent mould. Let your cleaner know about sensitivities and ask about fragrance-free products. If you have health concerns, talk to your doctor about what's appropriate for your household.

Questions to ask yourself first

Before you act on this guide, take a few minutes to think about your own situation. What outcome do you actually need, and by when? Which tasks matter most to you, and which can wait? What's your budget, in time as well as money? Are there health, safety or access issues in your home that change the approach? Are you renting, and if so, what does your agreement and condition report say? Writing short answers to these questions makes it much easier to choose the right option, brief a cleaner clearly or plan your own clean, and it helps you notice gaps before they become problems.

Keeping good records

Whether you clean yourself or hire help, a simple record saves trouble later. Keep quotes, agreements, invoices and receipts in one folder. Save messages about scope, changes and any issues. For rentals, keep your condition report and dated photos together with your final cleaning receipts. Note any problems you reported, such as leaks or broken fans, and when. If a question comes up months later, about a bond, a damaged item or a disputed invoice, clear records let you answer it quickly and calmly.

When to get specialist help

Some jobs go beyond everyday cleaning. Large areas of mould, mould caused by leaks or flooding, biohazards, asbestos-containing materials, pest infestations and work at heights all need specialist advice or trained professionals. If you're unsure whether a job is safe to do yourself, stop and get advice first. In a rental, report building problems to your rental provider rather than trying to fix them yourself. Your safety matters more than a spotless finish.

A note on products and brands

We don't recommend particular cleaning brands, and we're not paid to mention products. When choosing a product, look for one that's designed for the surface and the job, read the label in full, and check the directions, safety warnings and first aid instructions before you start. Products sold for similar jobs can differ a lot in strength and ingredients, so don't assume one works like another. If a label is unclear or missing, don't use the product. Choosing the mildest product that does the job is usually the safest and cheapest approach.

Key points

• Check the ABN on ABN Lookup and that names match.
• Ask about public liability insurance and see a certificate.
• Read reviews critically and ask for recommendations.
• Get terms in writing before the first clean.
• Watch for red flags like cash-only, no ABN or pressure.