Online Tenancy Dispute Resolution

You can use this Web Service as a property manager/owner or tenant/resident to request dispute resolution for:

tenancy disputes, if you are unable to self-resolve this issue with the other person in the first instance
claims for compensation greater than a bond amount, once a bond refund has been paid out.

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

Before you begin

Tenants

your QGov login details (or create a QGov account)
a bond number
unique email addresses for all tenants
the details of any notices* you have issued or received.

Managing parties

your QGov login details (or create a QGov account)
your organisation’s RTA ID number (for joint lessors and organisations only, individual lessors do not require an RTA ID)
the bond number for the relevant tenancy
unique email addresses for all tenants
the details of any notices* you have issues or received

For more information about how to create a QGov account visit the RTA's Understanding QGov page.

Note: If you do not have Australian-issued identification and cannot verify your identity through QGov, you can use the RTA’s Dispute resolution form (Form 16) and post it to the RTA. You should also use the paper form to request dispute resolution if no rental bond was lodged with the RTA for the tenancy. The RTA cannot verify your identity on behalf of QGov.

*A notice is a written document which formally notifies the other party about an issue with the tenancy and gives them a timeline to fix it. Notices for general tenancies and rooming accommodation can be downloaded from the RTA website.

Remember: Any person knowingly submitting false or misleading details to the RTA is committing an offence under Queensland law. This includes knowingly providing incorrect email addresses for any of the parties.

How does the Web Service work?

There are several dispute reasons you can select, and these vary depending on your circumstance. You can find out more about this in the Frequently asked questions (FAQs) below.

As you complete the Web Service, information boxes tailored to your situation will guide you through the dispute resolution process. Please read this information carefully.

You can view a video of the Web Service below:

What happens once I submit a request for dispute resolution?

You will receive a confirmation email from the RTA within the hour. If you cannot see this confirmation in your inbox, check your junk mail.

Depending on the circumstance, our staff may then contact the other party to discuss the dispute and, if suitable, arrange a teleconference.

If you are named as a nominated party in a dispute (by one of the other tenants in the property) you will be notified via email. If you do not want to be part of the dispute or conciliation, you can reply to this email and opt out.

For more information, see our dispute resolution process flowchart.

Helpful resources

For all customers

Frequently asked questions

QGov

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.

What can I use this Web Service for?

You can use this Web Service for the following dispute reasons

Dispute reason	Property manager/owner	Tenant/resident
Non-lodgement of rental bond		X
Rent arrears	X	X
Rent increases		X
Refunding overpaid rent		X
Entry to the property	X	X
Water charging	X	X
Maintenance and repairs	X	X
Pet approval/damage	X	X
Ending a tenancy	X	X
Claims for compensation greater than the bond amount	X	X
Tenancy database	X	X
Other	X	X

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.

Help using the Tenancy Dispute Web Service

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.

RTA dispute resolution and QCAT

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.

Residential Tenancies Authority

RTA Web Services