The RTA client service charter is our commitment to you that we will continually improve our services to meet your needs. It sets out the standards that you can expect from the RTA when you access our services or contact us and outlines ways you can help the RTA continue to meet your expectations in delivering first class service standards.

The RTA is a self funded regulatory body committed to helping tenants, residents, lessors (landlords), providers and agents to understand their legal rights and responsibilities when renting in Queensland. The RTA aims for all Queenslanders living in or providing rental or supported accommodation to follow the rules for renting as defined in the Residential Tenancies and Rooming Accommodation Act 2008.

These laws apply to:

• tenants: who are renting a home (e.g. flats, houses, moveable dwellings or houseboats)
• residents: who live in rented rooms in boarding houses, hostel (supported accommodation) or off-campus student accommodation.
• lessors (landlords): who are renting out a residential property
• providers: who rent rooms in boarding houses, hostel (supported accommodation) or off-campus student accommodation and
• agents: who are managing residential rental properties

RTA Services

Client information
RTA Client Contact Centre staff can explain your legal rights and responsibilities when renting. Comprehensive information including forms and fact sheets are also available on the RTA website.

Rental bond services
The RTA receives and holds all bond deposits and can arrange electronic payments of bond refunds. We also provide an online rental bond management facility (e-Services) for agents which allows refunds to tenants via the Internet.

Dispute resolution services
Where parties are unable to resolve a dispute on tenancy matters themselves, the RTA can help tenants, residents, lessors, providers and agents with conciliation by phone or face-to-face.

Investigations
The RTA investigates complaints made about tenants, residents, lessors, providers and agents who may have breached an offence (penalty) provision of the Act.

Education services
The RTA offers a range of publications and educational material for tenants, residents, providers, lessors and agents that can be downloaded from the website or ordered by phone.

Policy advice
The RTA conducts industry research, monitors and reviews relevant legislation, develops statistical data and provides policy advice to the Minister and government.

Measuring our performance
At the RTA we make sure we meet service commitments through regular monitoring and review. We run client surveys and consult directly with client and stakeholder groups. We continuously measure our performance and report on it in our Annual Report.

Dealing with complaints
The RTA is committed to delivering 'best practice' client service for Queensland's residential rental sector. This includes dealing promptly with any complaints we receive. The RTA supports the timely resolution of complaints by RTA officers at the first point of contact where possible with support being provided by officers at an appropriate level if required. If you are not fully satisfied with our service or cannot resolve your issue after talking to our staff or supervisors you can contact our General Manager in writing.

Your feedback is valued
By giving us feedback on our service, you can help us to meet our service commitments. We welcome your comments, both positive and negative. Please take some time to contact us and give us your feedback. RTA staff and management will make sure your views and suggestions are considered.

Our commitment - we will:

• Be fair, impartial and unbiased in our service.
• Deal with you in a courteous and professional way.
• Employ staff who are fully trained and informed of the legislation administered by the RTA.
• Respond to your enquiries and complaints in an accurate and prompt manner.
• Treat your information confidentially*. Your personal details are only made available with your specific permission or where there is a legal requirement to do so.
• Ensure our services are accessible to everybody by offering several service options.
• Take into account any special needs you identify including arranging for an interpreter if you need one.
• Keep you informed about RTA matters that involve you.
• Listen to your feedback to continue improving our service.
• Contact us

The RTA offers a range of service options, ensuring all clients can easily contact us and use our services.