Email address requirements

Be scam aware: Any official RTA electronic correspondence will always come from an @rta.qld.gov.au email address. The RTA will only ask you to provide your details by completing an approved RTA form via RTA Web Services or a paper RTA Update your details form. If you have concerns you are not dealing with an authorised RTA officer, hang up/do not respond and contact the RTA directly.

It is a requirement to provide the RTA with a unique and valid email address when submitting bond and tenancy transactions. This enables the RTA to send correspondence relating to a tenancy and bond to all relevant parties.

It's important when an email address for a tenant is provided, it is one that isn’t shared with anyone else and can only be used by that individual tenant. The RTA monitors for incorrect or invalid email addresses added on behalf of tenants and acts to remove these when identified.

It is also important to update contact details if they happen to change during a tenancy. Providing accurate and up-to-date contact information enables the RTA to provide digital service options to our customers, improves our ability to communicate with all parties effectively, and helps protect the privacy of our customers, particularly in instances where there may be domestic and family violence.

Updating incorrect email addresses provided to the RTA

Property managers/owners

Ask your tenant(s) to complete the RTA’s Update your details form so they can supply their correct email contact details and receive RTA correspondence
In future when using RTA Web Services, obtain a valid email address from your tenant(s) to complete the mandatory email field. If a tenant does not have an email account, you can submit a paper form.

Important information for property managers/owners

Providing unique and valid email addresses for your tenant(s):

enables tenants to receive timely RTA legislative documents and correspondence
encourages tenants to take ownership of their bond/tenancy responsibilities through instructions provided by the RTA in customer correspondence
reduces the number of emails directed to an agency when own-agency domain has been suppled as a tenant's email address
reduces administrative burden by allowing the RTA to provide information and resources directly to tenants
removes any risk of committing an offence under the Act and avoids potential fines for breaching RTA Web Services terms and conditions of use.

Tenants

If you receive a request from your property manager to update your email address, complete the RTA’s Update your details form so you can supply your correct email contact details to receive correspondence directly from the RTA.

Important information for tenants

By keeping your email address up-to-date with the RTA you ensure that you:

receive emails relating to your bond/tenancy from the RTA
can use the RTA’s digital service options – including verifying your bond lodgement and/or lodging your bond refund online
are provided with information regarding your rights and responsibilities as a tenant
can be provided with accurate and timely information from the RTA relating to your tenancy – reducing the reliance on needing to contact your property manager/owner for information
reduce potential privacy risks as email addresses are used to verify your tenancy details against your secure QGov digital identity.

Please note, it is an offence under sections 511 and 514 of the Residential Tenancies and Rooming Accommodation Act 2008 (Qld) (the Act) for a person to knowingly provide information to the RTA that is false or misleading. This includes information provided through RTA Web Services.

Supporting vulnerable customers in our community

If your agency works with vulnerable customers who do not have an email address, please read the FAQs below for next steps or contact the RTA for assistance.

Frequently asked questions (FAQs)

What is a unique email address?

One that isn’t shared with anyone else and can only be used by you.

Can the same email address be used for multiple tenants?

No, every individual tenant needs a valid and unique email address supplied to the RTA to ensure tenants receive correspondence from the RTA regarding their tenancy and bond.

Does the RTA accept shared email addresses?

No, the RTA requires a unique email address to be provided for each tenant to ensure each customer's privacy is maintained.

A unique email address is attached to an individual’s RTA customer record and is verified with their QGov digital identity, which helps keep online transactions with the RTA secure.

Having a unique email address also means correspondence sent by the RTA is related to you as an individual, even if you are renting with someone else.

Why does a tenant need to provide an Update your details form to fix incorrect or missing email addresses? 

Only a tenant can provide the RTA with their updated contact information following bond lodgement for privacy reasons.

What happens if a tenant does not have an email address?

The RTA encourages the use of RTA Web Services whenever a unique and valid email address can be provided for each tenant listed on a bond record.

We understand some tenants may not have an email address.

When this occurs, using RTA Web Services is not an option for bond and tenancy transactions as providing a unique and valid email address is a mandatory field.

The RTA provides a paper form service where a valid and unique email address cannot be provided.

We will correspond with tenants without a unique email address via post to their last known mailing address.

How do I use RTA Web Services?

RTA Web Services make updating your details and completing essential bond and tenancy transactions faster, easier and more convenient for all parties.  

Visit RTA Web Services to get started.

RTA Web Services Terms and Conditions

Provision of information (outlined in RTA Web Services Terms and Conditions)

You agree to provide true and correct information to us and you declare that all information you provide is true and correct.

It is an offence under sections 511 and 514 of the Act for a person to knowingly provide information to the RTA that is false or misleading in a material particular. This includes information provided to the RTA through this site. Penalties may apply. It is your responsibility to verify that all transaction details are correct before you complete the transaction.

Read the full terms and conditions via the RTA Web Services landing page.

Residential Tenancies Authority

RTA Web Services

RTA Web Services

Email address requirements