What personal information does the RTA receive from QDI when I verify my digital ID and agree to share information? 

QDI will not share your identity documents with the RTA. If you agree to share your QDI information with the RTA, we will only receive your: 

• name
• email address
• date of birth. 

This information is only used by the RTA for the purposes of managing bonds. 

How do I change the name the RTA has on record for me? 

You need to update your QDI to change the name the RTA has on record for you. Visit the Queensland Government QDI website or call 1800 000 658 to update your personal details.

Alternatively, you can notify the RTA of a name change in writing, either by email or post with acceptable proof, such as a copy of your:  

• change of name application (previously called a deed poll)  
• marriage certificate  
• driver’s licence  
• passport  
• letter signed in both old and new name, with a copy of an ID in your new name.  

Can I use a shared email address to log into QDI? 

No, only unique email addresses will be accepted. This is to protect your security and privacy. Customers need to register a unique email address that only you use and is not accessible to anyone else. If you do not meet the requirements for a digital ID, you can continue to update your details via a paper form. 

Use an email address you will have ongoing access to, e.g. a personal email rather than a work email address that can't be accessed if you change jobs.

I do not have an email address, can I use QDI and RTA Web Services?  

No, all bond contributors need a unique email address to verify their identity through QDI and use RTA Web Services. If you don't have an email address, please use a paper form.  

Are signatures required to submit a digital form using RTA Web Services? 

No, signatures are not required for RTA Web Services. Your digital identity is verified through QDI. Digital ID verification is a substitute for your signature on paper. It helps secure your online transactions with the RTA. 

I am both a tenant and property owner/manager. Do I need two QDI accounts?

No, a person can only have on QDI account. If you are both a tenant/resident and a property owner/manager, you can choose which service you need to access after logging into RTA Web Services.

Property managers need to know their RTA ID (the unique customer number assigned to joint lessors and organisations). Tenants do not require an RTA ID to use RTA Web Services.

How do I use RTA Web Services when acting on behalf of an organisation or joint lessor partnership?

Organisations and lessor partnerships are assigned a unique RTA ID. You will need to log into RTA Web Services with your personal QDI and supply your RTA ID when prompted.

Your QDI is unique to you and your login details should not be shared with anyone. 

Can I use the Bond Refund function on RTA Web Services if one (or more) of the bond contributors can’t create a QDI account?  

Yes, you can still use RTA Web Services to refund a bond if one (or more) of the bond contributors cannot or does not want to create a QDI. 

Bond contributors who can’t access QDI will still be notified about the bond refund request. You can respond to the request via the Notice of claim email attachment or by post using the Notice of claim form you receive from the RTA (see the question below for more details).  

I can’t create a QDI account. How do I respond to an RTA Web Services bond refund request?  

If you can't create a QDI account, you can still respond to a bond refund request made through RTA Web Services:

1. If the RTA has an email address on record for you: You will receive a fast track bond refund email. Wait 48 hours for this to expire. You will then receive the Notice of claim email. This email will include a PDF attachment of the Notice of claim for customers who can’t access the Web Service. You can fill in this Notice of claim and email or post it to the RTA.  
   
   You have 14 days to respond to the Notice of claim. If you don’t respond to the notice within this time, the refund will be paid out automatically, as per the original refund request. More information on how to respond to the Notice of claim will be included in the email.  
    
2. If the RTA does not have an email address for you: A Notice of claim will be sent to the address which the RTA has on record for you. You will have 14 days to respond to this Notice of claim. If you don’t respond to the notice within this time, the refund will be paid out automatically, as per the original refund request. More information on how to respond to the Notice of claim will be included in the letter.  

If you know that you will receive a bond refund request soon, it’s a good idea to contact the RTA and ensure we have the right email address and postal address on record.     

Why can’t the RTA use my QDI account details to update my details? 

If you agree to share your QDI information with the RTA, we will receive your:

• name
• email address
• date of birth (individuals only). 

This information is only used by the RTA for the purposes of managing rental bonds. 

Any additional details, such as your phone number, postal address or bank details need to be updated via the Update Your Details Web Service. 

I’ve received an email asking me to respond to a Change of bond contributors request, but I can’t access QDI, what should I do? 

If you can’t log into QDI to view and respond to a RTA Web Services Change of bond contributors request, you should respond to the request by filling in a paper Change of bond contributors form (Form 6), signing it and sending it to the RTA. Please ask one of the other bond contributors to tell you the bond contributors and bond contribution amounts listed on the Web Service, before you agree to the request via the paper form. 

The names of the bond contributors and the contribution amounts listed on the paper form must match those submitted via the Web Service. To protect our customer’s security, we will not process a Change of bond contributors request if the contributors and/or bond contribution amounts listed on the paper form do not match those provided through the Web Service.  

Who can I contact for support with QDI? 

Visit the Queensland Government QDI website or call 1800 000 658 for support with QDI.

For help with RTA Web Services, please contact the RTA Contact Centre via email helpdesk@rta.qld.gov.au or phone (please select the Web Services menu option) on 1300 366 311.