Preparing for a dispute resolution teleconference

If you’ve applied for RTA dispute resolution and have a teleconference scheduled with us, we have practical tips to help you prepare for your appointment and improve your chances of reaching a mutually agreeable outcome.

Before the teleconference

Once your teleconference date and time has been confirmed, we recommend:

blocking out time in your calendar to avoid conflicts
familiarising yourself with your legal rights and responsibilities under Queensland’s tenancy laws
reviewing the tenancy agreement, including any special terms
thinking about what the issue is, what you’d like to happen, and where you’re willing to negotiate
collating any relevant documentation (for example, emails, photos, rent ledgers, receipts) to support your side of the conversation, and sending this to the other party for awareness.

On the day of the teleconference

On the day, it’s important to:

find a quiet place to take the call
be available for the entire teleconference
stay on the line, and not make or take any other calls (see further information below).

While the discussion may be challenging at times, it’s important that each party:

stay calm
keep an open mind
be respectful
be mindful of your tone of voice and choice of words
be realistic and constructive
focus on the facts
listen and ask clarifying questions
share any documentation or evidence
be willing to negotiate
be clear and concise.

How the teleconference will run

Most teleconference appointments follow the same structure.

RTA conciliator commences the call
The RTA conciliator will start the teleconference by phoning you from a secure line starting with ‘02’. When you answer, you will hear an automated message saying ‘Welcome to Webex’.

The conciliator will then set the agenda for the meeting.
Both parties share their perspective on the dispute
Each person is given an opportunity to share their version of the events and reference any documentation they have to substantiate their position. It’s important that each party listens to the other, and treats them with respect throughout the process.
RTA conciliator clarifies information presented so far
The conciliator may summarise the key points from each party, and will ask clarifying questions to confirm everyone understands the information that has just been provided.

The conciliator may also request to pause the teleconference to speak to one of the parties privately, if needed. This information is confidential and won’t be disclosed to the other person.
RTA conciliator ends the teleconference
At the end of the teleconference, parties will have either reached an agreement or the dispute will remain unresolved. The conciliator will then advise them of next steps.
RTA conciliator confirms the outcome of the teleconference with both parties
After the teleconference, the conciliator will confirm the outcome of the dispute by email or letter.

If the dispute remains unresolved, the conciliator will issue a Notice of unresolved dispute (NURD) and the person who lodged the initial dispute resolution request then has the option to pursue further options with the Queensland Civil and Administrative Tribulal (QCAT).

Frequently asked questions

What is conciliation?

Conciliation is a form of dispute resolution and provides an opportunity for parties involved in a tenancy dispute to reach an agreement outside of court.

RTA conciliators are impartial and do not decide the outcome. It is up to both parties to come to a mutually agreeable decision during their confidential dispute resolution teleconference.

What is a teleconference?

A teleconference is meeting that is conducted by phone. For dispute resolution teleconference appointments, an RTA conciliator will call each party and add them to the teleconference call.

At times, your conciliator may need to place you on hold while they speak with the other party.

Please stay on the call and remain available to actively participate in the dispute resolution process.

What does impartial mean?

Impartial means that the RTA does not take sides or decides who is wrong or right. We assist in guiding the process.

What does confidential mean?

Confidential means that what is said or presented during your teleconference isn't shared outside of the call. This includes being able to use anything discussed during your teleconference as part of any further QCAT hearings.

What is the role of a conciliator?

Our conciliators are impartial. Their role is to help you, and the other person, make informed decisions based on Queensland tenancy laws to reach an outcome that is mutually acceptable. They do not determine who is ‘right’ or ‘wrong’, and they do not advocate on behalf of either party.

How do I start the dispute resolution process?

Information is provided on the RTA dispute resolution service page.

What happens if I miss my dispute resolution appointment?

The RTA will make all reasonable attempts to contact you during your allocated teleconference time.

If you do not answer, the RTA will assume that you do not wish to participate in the process, notify the other person and issue a Notice of unresolved dispute (NURD). The person who lodged the initial dispute resolution request then has the option to pursue further options with QCAT.

I resolved the issue with the other person — how do I cancel my teleconference?

If you’ve been able to self-resolve the issue with the other person, you can cancel your appointment by emailing your intake officer or calling our Contact Centre.

What is the RTA's success rate at resolving disputes?

In 2022–23, the RTA conciliated more than 22,000 disputes and resolved 76.3% of all disputes where parties volunteered to participate.

More than half of dispute requests received by the RTA relate to how the bond will be paid out at the end of a tenancy. Approximately one-quarter of all disputes occur during a tenancy.

Residential Tenancies Authority