The Dispute Resolution Service

If parties have not been able to resolve a dispute and it is not classified as an urgent application to the tribunal under the Residential Tenancies and Rooming Accommodation Act 2008, it is possible to apply to the RTA for assistance.

The RTA's Dispute Resolution Service consists of a team of trained conciliators. Their role is to listen to concerns, provide information on the Act and assist parties in resolving the issues or disagreements. Disputes may be about matters relating to the rental bond or to a tenancy or residency agreement.

Conciliation

If self-resolution has been unsuccessful, conciliation conducted by the RTA's Dispute Resolution Service is the second step that might help parties reach an agreement.

The RTA successfully resolves over 65% of all disputes where parties participate in conciliation.

The conciliator will provide information on the relevant laws, which gives all parties a better understanding of their rights and responsibilities.

Conciliation can happen via:

• a telephone 'shuttle' negotiation service, where RTA Conciliators hold separate telephone discussions with each of the parties in dispute. 
• face-to-face meetings 
• three-way teleconferences.

The conciliator can provide a written record of any agreements that are reached through the conciliation process. These agreements will then become part of the residential tenancy or rooming accommodation agreement. The tribunal can enforce these agreements, if necessary.

The RTA cannot compel people to participate in conciliation.

Matters not suitable for conciliation
Applying for dispute resolution
Preparing documents for conciliation
The role of the conciliator
Preparing for conciliation