Resolving disputes
Using RTA dispute resolution
The RTA's free, impartial conciliation service can help parties negotiate, but a conciliator cannot decide who is right or impose an outcome.
Key facts
- Try clear written self-resolution first
- Form 16 or RTA Web Services can start the process
- The service is free and impartial
- A conciliator helps negotiate but cannot make a decision
Prepare before lodging
Write a short chronology, identify the outcome you want and collect the agreement, forms, messages, photographs, invoices and payment records that support it. Separate facts you can prove from assumptions or opinions.
A concise written proposal can sometimes resolve the issue before conciliation. Keep the tone practical and give a reasonable reply date where the situation is not urgent.
How the RTA process works
A party can request help through RTA Web Services or the current Dispute resolution request (Form 16). An RTA conciliator contacts the requesting party and may communicate with both sides to help them negotiate.
The conciliator is impartial and cannot make a binding decision. If agreement is reached, make sure the terms, amounts, actions and dates are recorded clearly.
Know whether the dispute is urgent
Many non-urgent tenancy disputes must use RTA dispute resolution before QCAT. If conciliation does not resolve one of those matters, the RTA may issue a Notice of unresolved dispute needed for the tribunal application.
Some disputes are classed as urgent and may go directly to QCAT. The category and filing deadline matter, so check the current QCAT and RTA information rather than assuming every dispute follows the same path.
Start with the problem and the outcome
RTA dispute resolution is a free, impartial conciliation service for many Queensland tenancy disputes. Before lodging, write one sentence describing the problem and one sentence describing the outcome you want. For example: ‘The rent ledger allocated my 12 September transfer to bond; I want the ledger corrected and written confirmation that the rent is not in arrears.’ A precise request gives the other party something practical to answer.
Try a short written self-resolution message first unless the matter is urgent or the current RTA process says another route applies. State the relevant agreement term or form, the dates, the evidence you hold and a reasonable reply date. Keep the message civil and do not threaten an outcome the RTA or QCAT has not decided.
Build a chronology another person can follow
List the events in date order: agreement or payment, report, notice, response, inspection, repair visit and the deadline now approaching. Use one line per event and name the evidence beside it. A chronology that says ‘14 February—$385 transfer labelled rent; 17 February—receipt split $200 bond and $185 rent’ is more useful than a folder of screenshots with no explanation.
Separate what both sides agree happened from what is disputed. If everyone agrees a repair was reported but disagrees about whether the response was reasonable, say that clearly. The conciliator can then focus on the remaining question instead of spending the first call reconstructing basic facts.
Send the evidence that answers the question
Useful documents can include the tenancy agreement, the exact form or notice, receipts, bank records, ledger, photographs, repair invoices, entry or exit reports and earlier messages. Name files with the date and subject. Redact unrelated account transactions, identity documents and private information about children or other tenants before sending material.
Keep the original files and a copy of the request you lodge. If the RTA asks for more information, answer the question directly and identify the attachment that proves it. More pages are not automatically stronger; a short table that reconciles the amount, date and requested correction can be much easier to assess.
Know what conciliation can and cannot do
An RTA conciliator is impartial and helps the parties negotiate. The conciliator cannot decide who is right, order a repair, award compensation or impose a binding result in the way a tribunal can. If an agreement is reached, record the exact action, amount, date, access arrangement and person responsible before treating the issue as closed.
Keep paying undisputed rent and comply with lawful access while the dispute is being discussed. Do not change locks, stop all communication or ignore a notice simply because Form 16 has been lodged. Those actions can create a second dispute and make the original evidence harder to understand.
Plan the next step if agreement is not reached
Ask the RTA what the current next route is if conciliation does not resolve the issue. Some non-urgent applications to QCAT require the dispute-resolution step first, while urgent matters can have a different pathway. A notice or order deadline can continue running while you wait for contact, so record every date and seek advice promptly.
For individual tenancy advice, contact QSTARS or another qualified service and give them the chronology rather than only the most upsetting message. If there is immediate danger, call 000. QLD Renters can explain how the process is structured, but it cannot decide the remedy in your circumstances.
Primary source checked
RTA — Dispute resolution request