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Client Service Charter

What is the Client Service Charter?

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

Who are we?

The RTA is a self funded regulatory body committed to helping tenants, lessors (landlords) 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, aged rental or houseboats)
lessors (landlords) who are renting out a residential property
agents who are managing residential rental properties
residents who live in rented rooms in privately run boarding houses, supported or student accommodation.
providers who rent rooms in privately run boarding houses, supported or student accommodation.

What do we do?

Client information

RTA 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 e-Services property management facility for refunds via the internet.

Dispute Resolution Service

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

Investigations

The RTA investigates complaints made about tenants, lessors 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 and lessors/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 by regular monitoring and review. We use client surveys and consult directly with client and stakeholder groups. We continuously measure our performance and report on it in our publications, including 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. Generally, we aim to respond to you in seven working days. If, when dealing with us, you are not fully satisfied with our service or cannot resolve your issue (even after talking to our staff 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:

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

• Via this website
• In person 
  Ground Floor, 33 Herschel Street, Brisbane.
  Between 8.30am and 5.00pm Monday to Friday.
• In writing
  Residential Tenancies Authority,
  GPO Box 390, Brisbane, QLD 4001.
• By phone 1300 366 311 (local call cost).
  Between 8.30am and 5.00pm Monday to Friday
  9.00am to 12.00pm Saturday.
• By fax (07) 3361 3666

*The RTA privacy statement is available on this website.