What is QGov and how does it work?

To use RTA Web Services you will need to verify your digital identity through the Queensland Government's secure QGov service.

Information on QGov, including how to create a QGov account, is available on the RTA's Understanding QGov page.

You can use this Web Service for the following dispute reasons

If your dispute concerns a bond refund currently being processed, visit the Online Bond Refund Web Service page to learn more about your options.

If no bond was lodged with the RTA for the tenancy, can I still request dispute resolution?

Yes. However, you will need to use the paper Dispute resolution request (Form 16), as you cannot use this Web Service without having a bond number for the tenancy.  

I submitted a dispute resolution request asking for compensation from the other party. Does this mean they have to pay me now?   

No. Submitting a dispute resolution request does not automatically mean the other party needs to pay you compensation. It simply means that your request for dispute resolution is being reviewed by the RTA. 

One of our staff members will be in contact with you shortly to discuss next steps. Depending on the situation, we may offer free, confidential dispute resolution to help you and the other party reach an agreement. We may also refer the matter directly to the Queensland Civil and Administrative Tribunal (QCAT). 

I want to request a claim greater than bond, but it’s not showing on the list of tenancy dispute reasons. What do I do? 

A bond refund must be in process before you can submit a claim greater than bond. You should first complete a bond refund request through the Bond Refund Web Service.

Once you’ve submitted your refund request, you should be able to log straight into the Tenancy Dispute Resolution Web Service and request a claim greater than bond.

Why can’t I select another dispute reason apart from claim greater than bond (managing parties) or claim greater than bond and tenancy database listing (tenants)?

You are only being shown limited dispute reasons because there is already a bond refund request in process. Once a bond refund is in process, most disputes become a claim greater than bond dispute. 

For example:

• if you’re a managing party and the dispute is about payments owed by the tenant/resident at the end of a tenancy, you can claim compensation out of the bond as part of the bond refund process. If the amount owed exceeds the bond, you can then use this Web Service to request a claim greater than bond
• if you’re a tenant who has overpaid rent from the property manager/owner at the end of the tenancy, you can submit a claim greater than bond to request compensation.

I’m completing the Web Service and it’s automatically filling in my dispute resolution reason as ‘ending a tenancy.’ Why is it doing this?

If you’ve told us you have issued or received a Notice to leave or a Notice of intention to leave, our systems will automatically label your dispute as an end of tenancy dispute. You can add additional dispute reasons by selecting the ‘add dispute reason’ button.

What happens if the other party and I can’t reach an agreement through RTA conciliation? 

If you cannot agree, the RTA will issue a Notice of unresolved dispute and the person who lodged the initial dispute resolution request can choose to apply to the Queensland Civil and Administrative Tribunal (QCAT) for a decision.  

What is the Queensland Civil and Administrative Tribunal (QCAT) and how is their role in dispute resolution different from the RTA? 

The RTA cannot make a decision on a dispute, we can only offer free conciliation to help both parties reach an agreement. QCAT can make decisions around tenancy disputes and issue orders. 

QCAT is an independent, accessible tribunal that resolves disputes on a range of matters. The tribunal’s purpose is to provide a quick, inexpensive avenue to resolve disputes between parties and make decisions.

See the QCAT website for more information. 

Do I have to request RTA dispute resolution or can I apply directly to QCAT for a decision?

You may be able to apply directly to QCAT, if the dispute is classified as urgent under the Residential Tenancies and Rooming Accommodation Act 2008. 

For more information, visit the QCAT dispute options page.

A property manager/owner must provide evidence to a tenant/resident that supports their bond claim or bond dispute.  Evidence may include receipts, repair quotes or records of unpaid rent.

Evidence must be provided to a tenant/resident within 14 days after the bond claim or bond dispute lodgement is made. Failure to comply is a breach of the Act, with a maximum penalty of 20 penalty units.

Note: if a tenant/resident has impaired or limited capacity, either under guardianship or power of attorney, a property manager/owner must provide supporting evidence to the appointed person or representative, or to both a tenant/resident and their representative.

Rental bonds lodged on or after 30 September 2024 require supporting evidence to be provided to a tenant/resident when a property manager/owner claims or disputes a bond refund request. This must be done within 14 days of the bond claim or dispute. Not providing supporting evidence to a tenant/resident when a claim or dispute is made against a bond is an offence.

For rental bonds lodged with the RTA before 30 September 2024, a 12 month transitional period from 30 September 2024 to 30 September 2025 applies. Evidence does not need to be provided for bond claims until after this period expires for bonds lodged with the RTA before 30 September 2024.

Note: evidence must be provided to the tenant/resident, not to the RTA.

No, these are two distinct processes. The 14 day Notice of Claim (NOC) for a bond claim is not the same as the 14 day period for a property manager/owner to provide supporting evidence to a tenant/resident. For further information review the Notice of Claim process online.

Although property managers/owners are obligated to provide supporting evidence to tenants/residents within 14 days, a tenant/resident may dispute a bond claim by lodging a dispute resolution request with the RTA within the timeframe specified in the Notice of Claim process.

If a tenant/resident fails to do so it will result in the disputed bond amount being paid to a property manager/owner even if evidence has not been provided to a tenant/resident. However, failing to provide evidence is an offence under the Act and the RTA will investigate incidents of non-compliance.