Online Bond Refund

Tenants experiencing domestic and family violence (DFV)

Visit our Domestic violence in a rental property webpage to learn how to request a bond refund when exiting a tenancy due to DFV.

Update

Important: The RTA reminds customers to regularly update your passwords using strong passphrases, watch for any unauthorised online account transactions, be alert when clicking on links within emails, and follow the Australian Cyber Security Centre’s advice to protect your information and stay safe online. Learn how the RTA keeps your data safe.

Changes to Queensland rental laws came into effect from 6 June 2024. Further changes began on 30 September 2024. Learn more.

You can use the RTA’s Bond Refund Web Service to request:

a full bond refund*
a partial bond refund, following a rent reduction (for any other type of partial bond refund, such as claiming your share of the bond, please use the paper Refund of rental bond form).

When everyone agrees on how the bond will be paid out, the refund can be fast tracked. If one or more party disagrees with the bond refund, they can use this Web Service to dispute the bond refund and request free RTA dispute resolution.

For the best user experience, the RTA recommends using a browser other than Internet Explorer to access Web Services. Read all the information below before making your bond refund request.

*A full bond refund generally occurs at the end of the tenancy.
In a full bond refund you may either:

refund the whole bond to the bond contributors (i.e. the parties who paid the bond – this is usually the tenants) OR
allocate some, or all, of the bond amount to the property manager/owner, to cover expenses/claims such as damages, unpaid rent etc.

Tip: tenant/s and the property owner/manager should discuss and agree on how the bond will be paid out before lodging a refund request.

Important: Help is available for customers who are unable to use RTA Web Services or post. Please contact us if you require urgent help to submit a bond refund form. Your options will be discussed on a case-by-case basis.

Before you begin, you will need:

Tenants

your QGov login details (or create a QGov account)
a bond number
the handover or vacate date (if applying for a full bond refund)
the new weekly rent, if applying for a rent reduction refund
unique email addresses for all tenants
your bank account details.

Managing parties

your QGov login details (register for a QGov account now)
your organisation’s RTA ID number (for joint lessors and organisations only, individual lessors do not require an RTA ID)
a bond number for a current tenancy
the new weekly rent, if applying for a rent reduction refund
the handover or vacate date. If applying for a full bond refund, provide details of any claims on the bond
reason and amounts of any claims on the bond
unique email addresses for all tenants.

Note: Refunds are only paid into Australian bank accounts.

Remember: It is an offence for a person to knowingly give the RTA documents that contain false or misleading information. This applies to all forms of written communication to the RTA, not just submitting online forms. It also applies to anyone who provides information to the RTA, not just tenants/residents and property managers/owners.

By submitting information through RTA Web Services to the RTA, you affirm that, to the best of your knowledge, the information provided by you through this Web Service is accurate and truthful and you confirm that the document is not false or misleading in any material particular. 

Who can submit a digital bond refund request?

Either the managing party or a bond contributor can submit a bond refund request. Bond contributors are generally tenants who have paid a share of the bond but may also be someone who has paid the bond on a tenant’s behalf.

To start the bond refund process through Web Services, you must be able to verify your digital identity through QGov.

For more information on QGov, including how to create a QGov account, visit the RTA's Understanding QGov page.

Note: if you do not have Australian-issued identification and cannot verify your identity through QGov, you can use the RTA's paper Refund of rental bond form and post it to the RTA. The RTA cannot verify your identity on behalf of QGov.

You can only submit a digital refund request if:

you are a party to the bond (either a managing party of a bond contributor)
you are lodging a full bond refund or a partial refund following a rent reduction (for any other type of partial bond refund, such as claiming your share of the bond, please use the paper Refund of rental bond form).
there is not already a bond refund in progress.

Important: Tenants experiencing domestic and family violence can end their interest in a tenancy quickly and apply to the RTA to request their rental bond contribution be refunded by completing the RTA’s paper Bond refund for persons experiencing domestic and family violence (Form 4a). Tenants will also need to provide evidence (e.g. a notice to end the tenancy and a Domestic and family violence report) with their Bond refund form. Please contact the RTA for further assistance in this process (Monday - Friday, 8.30am - 5pm, excluding public holidays). Learn more.

Responding to a bond refund request

What is the bond refund process?

The graphic below shows the process for bond refunds.

Bond refund diagaram

Please note: If the managing party submits the bond refund request through Web Services, and refunds 100% of the bond to the contributors, the bond will be paid out automatically. In this circumstance, the bond contributors do not need to agree to the refund, as the managing party is not making a claim on the bond. The amounts refunded to each bond contributor must match those on the bond lodgement for the bond to be paid out automatically.

In all other situations, a Web Service bond refund will progress through the stages outlined below.

Stage one - Fast Track refunds

Once a bond refund has been submitted by either the property manager/owner or a bond contributor, all parties on the bond will be sent a Bond Refund Fast Track request via email.

All parties have 48 hours to respond to the bond refund fast track before it expires. If all parties agree to the bond within this time, the bond can be refunded within hours.

To take of advantage of the Bond Refund Fast Track you should:

speak to the other parties and agree on how the bond will be paid out, before you submit a bond refund request
ensure everyone listed on the bond is aware of the refund and responds to the Bond Refund Fast Track email within 48 hours.

If all parties agree during the Fast Track period, the bond will be refunded.

If one of more parties does not agree to the bond refund during the Fast Track period, the refund progresses to the Notice of claim (NOC) stage.

Stage two - Non-fast track refunds and Notice of claim (NOC)

The Notice of Claim (NOC) is sent out if:

one or more parties has not responded to the Fast Track request within the allocated 48-hour timeframe; or
one or more parties has disagreed with the bond refund during the Fast Track period.

When this happens, the NOC will be sent out to any parties on the bond who did not agree to the bond refund during the Fast Track period. Parties who agreed with the Fast Track refund will not receive a NOC.

Important: If a customer disagreed with the Bond Refund Fast Track, they must still respond to the NOC if they want to dispute the bond refund. All parties have 14 clear days to respond to the NOC. If no one disputes the bond refund within this time, the refund will be automatically paid out as per the original refund request.

The NOC may be sent out via email or post.

If the RTA has a consented email for the customer: An email will be sent to them with the NOC. The email will include a personalised link, which allows customers to respond to the NOC quickly and easily online, via Web Services. If customers cannot access RTA Web Services, the email will also include a PDF attachment of the NOC, which they can fill in and email or post it to the RTA.
If the RTA does not have a consented email for the customer: The NOC will be sent to the address which the RTA has on record for them.

If none of the parties dispute the bond refund NOC, the bond will be refunded as per the original request.

If one or more parties disputes the bond refund NOC, the bond refund progresses to the dispute stage.

Stage three - Bond Disputes

If one or more parties responds to the NOC and disputes the bond refund, a hold is placed on the bond. An RTA officer will then contact all the relevant parties to start the dispute resolution process.

The RTA’s dispute resolution service is free and confidential and helps tenants and property manager/owners resolve disputes without the need for legal action. Learn more on our dispute resolution page.

If all parties reach an agreement during the dispute resolution process the RTA will allocate the relevant paperwork and the bond will be paid out.

If no agreement is reached during the dispute resolution process the RTA will issue a Notice of unresolved dispute. The bond refund dispute will then be referred to the Queensland Civil and Administrative Tribunal (QCAT). Visit the QCAT website for more information.

Helpful resources

For all customers

For help using QGov, including how to create a QGov account, visit our Understanding QGov page.

For tenants

Bond Refund Quick Guide

For managing parties

Bond Refund Quick Guide

Frequently asked questions (FAQs)

Bond refund

Lodge a paper Refund of a rental bond form (Form 4) form:

Ensure you tick the box to receive notifications via email
This will enable the RTA to email you throughout your tenancy, including important documentation. Otherwise, you will receive these documents by post
If the RTA is to post documentation, you will need to ensure you have Australia Post mail redirection for the rental property address you are leaving or you have provided the RTA with your new address
Use the RTA's paper Update your details form to give your new address.

Completing a Refund of a rental bond paper form provides you with the same service as if you had used RTA Web Services to submit an online refund request.

If you were wanting to respond to a Fast track email (RTA email with a link), you should wait 48 hours for this link to expire:

You will then receive a Notice of Claim email
This email will include a PDF attachment for the Notice of Claim
You can fill this in and email or post it to the RTA.

If you were wanting to respond to a Notice of Claim email (RTA email with a link), you should open the PDF attachment in the email:

The PDF attachment is the paper Notice of Claim
You can fill this in and email or post it to the RTA.

Completing a Notice of Claim paper form provides you with the same service as if you had used RTA’s Web Services to respond to an email link.

QGov

Can I use the Bond Refund Web Services if one (or more) of the bond contributors can’t create a QGov account?

Yes. You can still use RTA Web Services to refund a bond if one (or more) of the bond contributors can’t create a QGov account, provided they all have a unique email address.

Bond contributors who can’t access QGov will still be notified about the bond refund request and will be able to respond to it via email or post.

I can’t create a QGov account, how do I respond to a Web Services bond refund request?

If you cannot create a QGov account, you will still be able to respond to a bond refund request made through RTA Web Services.

If the RTA has a consented email address on record for you: you will receive the Fast Track bond refund email and you should wait 48 hours for this to expire. You will then receive the NOC email. This email will include a PDF attachment of the NOC for customers who can’t access the Web Service. You can fill in this NOC and email or post it to the RTA.

You have 14 days to respond to the NOC. If you don’t respond to the Notice within this time, the refund will be automatically paid out, as per the original refund request. More information on how to respond to the NOC will be included in the email.
If the RTA does not have an email address for the bond contributor: A NOC will be sent to the address which the RTA has on record for you. You will have 14 days to respond to this NOC. If you don’t respond to the Notice within this time, the refund will be automatically paid out, as per the original refund request. More information on how to respond to the NOC will be included in the letter.

If you know a bond refund request will be coming through to you soon, it’s a good idea to contact the RTA to ensure we have the right email address and postal address on record for you.

I can’t access QGov, how do I consent for the RTA to email me the NOC?

We will email you the Bond Refund Fast Track, if we have an email on record for you. You will be sent a NOC if you disagree, or fail to respond to, the refund request during the Fast Track period. Unlike the Fast Track email, we need your consent to receive the NOC via email, as it is a legislative document. If we do not have your consent, we will post the NOC out to you.

If you can’t access QGov, and want to ensure the RTA has consent to email you the NOC:

check to see if you have already given the RTA for us to email you. You may have done this already, if you sent a paper form (such as a bond lodgement form) to the RTA, and you ticked the box giving us consent to email you.
call the RTA when you receive the Bond Refund Fast Track email on 1300 366 311 and give your consent to receive emails over the phone.

What details do I need to use this Web Service?

What is an RTA ID and where can I find mine?

You need an RTA ID to access RTA Web Services as a property manager/owner, joint lessor or tenant organisation. Individual lessors and tenants do not need an RTA ID. Your RTA ID is a unique customer number assigned to joint lessors and organisations for transacting with the RTA. We recommend you keep this number secure.

We may have sent your RTA ID to your company’s registered email address (i.e. the primary email your company uses to transact with the RTA). Please search this inbox for an email from the RTA about your RTA ID.

Can’t find your RTA ID? Call our Contact Centre for assistance on 1300 366 311 (Monday - Friday, 8.30am - 5pm, (excluding public holidays) or visit our contact page.

One or more of the bond contributors does not have an email address. What happens now?

All bond contributors need a unique email address to be able to use RTA Web Services. If one or more bond contributor does not have an email address, please use the paper bond refund form.

Can customers with a shared email address use RTA Web Services?

To protect our customers’ privacy and safety, all bond contributors must have a unique email address to use RTA Web Services. If the tenants on the bond (or the bond contributor submitting the bond on the tenant’s behalf) only have access to a shared email address, please use the paper bond refund form.

Who can request a bond refund and when can it be submitted?

Who can request a bond refund?

Either the managing party or a bond contributor can request a bond refund.

I have a bond loan - can I request a bond refund online?

Yes, the RTA will deduct the amount owing on the bond loan from the tenant’s refund and pay it directly to the Department. Visit our bond loan webpage for more information.

Can I use Web Services if I am applying for a refund on behalf of a deceased estate?

No, bond refunds involving deceased estates will need to be lodged via the RTA’s paper form. You will also need to provide evidence that you are permitted to act on behalf of the deceased estate.

Can I submit a bond refund request prior to moving out?

No, the handover or vacate date must be the day you submit a bond refund request, not earlier. RTA Web Services will not allow you to lodge a bond refund request where the handover or vacate date is in the future.

I requested a bond refund through Web Services but have now received an email from the RTA stating that my claim wasn’t made first?

The RTA receives refund requests digitally and via post (paper forms). On rare occasions, the RTA may receive a paper bond refund request but not complete manual processing of that request in our system before another party makes an online refund request through Web Services. Should this occur, the RTA will process the first refund request made and send updated information on the bond refund status to all parties promptly.

Help using the Bond Refund Web Service

Where can I find the handover or vacate date for my tenancy?

To complete a bond refund request, you will need to know the handover or vacate date for when your tenancy ends. You can find your handover or vacate date on a Notice of intention to leave (tenant provides to managing party), a Notice to leave or an Abandonment termination notice (both provided by a managing party to a tenant/s).

Note: Your handover or vacate date must be the day you submit a bond refund request or earlier. It cannot be a date in the future.

What if the bond contributors have changed?

The Bond Refund Web Service gives you the option to allocate payments to individuals that are not listed as a party to the rental bond. You will need to provide the full name and a unique email address for all third-party recipients. Where a third party is added, the RTA will seek consent about the proposed refund from the parties who are listed on the bond.

Alternatively, you can use the Change of Bond Contributors Web Service to update the bond contributors and/or contribution amounts, before submitting a bond refund.

You can update your contact details with the RTA online or by completing a paper form.

Important information for tenants: If you are transferring some or all of your bond to another party, you should complete a Change of bond contributors form and make sure the new or remaining bond contributor/s pay you the necessary portion of the bond. The RTA is not responsible for any exchange of money between tenants. If you are not transferring your bond to another party, and you are wanting to claim your part of the bond from the RTA, you should fill in the paper Refund of rental bond.

Can I change my bond refund amount after submitting?

We recommend that all parties discuss the bond refund before submitting a request through the Bond Refund Web Service. This will ensure everyone is aware of the proposed refund, and reduces the likelihood that the refund will be disputed.

Unfortunately, you cannot change a bond refund amount once you have submitted it via Web Services. However, if the other parties have not yet responded, the RTA may be able to manually cancel your submission. If you have made a mistake or want to change your refund request submission, please call the RTA as soon as possible on 1300 366 311.

It says there is another bond refund in progress. Why can't I submit my claim as well?

RTA Web Services will not allow you to start a bond refund request if there is already a refund in progress on the same bond. Please speak with the other parties and check your email inbox for correspondence from the RTA.

How does the RTA refund my bond to me?

Bond refunds can be paid into any Australian bank account.

I'm a property manager/owner - how do I claim more than the bond amount?

You can only claim up to the total value of the bond held by the RTA through the Bond Refund Web Service. If you wish to claim above the bond amount (i.e. more than the value of the total bond held by the RTA), you will need to lodge a paper dispute resolution request form with the RTA to pursue the funds or compensation via QCAT.

Can I use Web Services to lodge a general tenancy dispute request (i.e. not a bond refund dispute)?

Yes, you can request Online Tenancy Dispute Resolution from the RTA.

I’m refunding a bond (or reducing a bond) on behalf of an organisation or as a joint lessor. I’ve received an error message saying the RTA does not have my email address. What should I do?

For security reasons, joint lessors and organisations must provide the RTA with an email address before using Web Services. This should be the main email address that your business/joint lessors partnership wants to use to transact with the RTA. You can register your email address with the RTA by filling in the Update your details paper form and emailing a signed copy to bonds@rta.qld.gov.au (<5MB), or by posting the form to the RTA at GPO Box 390, Brisbane Q 4001.

Joint lessors can also register their email address with the RTA over the phone, by contacting our Contact Centre on 1300 366 311 Monday - Friday, 8.30am - 5pm (excluding public holidays).

Responding to a bond refund: The Bond Refund Fast Track

What is the Bond Refund Fast Track?

More than two-thirds of the bond refund requests that the RTA receives, have been signed and agreed to by all parties.

The Bond Refund Fast Track is a simple, fast and convenient way to complete the bond refund process where there is agreement. This also allows for payment to be made quickly.

To fast track your refund, you will need to provide unique (not shared or duplicate) email addresses for all parties if the RTA does not already have a consented email on file for the other parties.

Why is the fast track period only 48 hours?

The 48-hour timeframe aligns with current processing times for paper forms at the RTA. All parties should respond to the fast track request before the fast track period expires.

Your deadline for responding to a fast track request will be listed in the email you will receive from the RTA once a bond refund request has been lodged. The deadline will always be 11pm on the second day after the request is submitted.

What happens if one party disagrees or doesn't respond to the fast track?

You should respond to the fast track email within the 48-hour timeframe. If a party disagrees or doesn’t respond to the fast track request, they will be sent a NOC and be given 14 days to respond.

Can I cancel my fast track refund request after submitting it?

If you think you’ve made an error or need to withdraw your Bond Refund Fast Track request or response, please contact the RTA as soon as possible on 1300 366 311 to discuss your options. If the other parties have not yet responded, the RTA may be able to manually cancel your submission. The RTA recommends all parties discuss and agree to how the bond will be paid before lodging a bond refund request via Web Services.

Responding to a bond refund: The Notice of claim (NOC)

What is a Notice of claim (NOC)?

A NOC is a formal notification that a claim has been made on a bond. A NOC is sent via email (if consent to receive email notices has been provided to the RTA) or by post to all parties that disagree with, or don’t respond to, a Bond Refund Fast Track request.

All relevant parties will then need to respond to the NOC – either online via Web Services or by following the steps outlined on the PDF NOC attached to the email. The timeframe to respond to a NOC is 14 days.

If all parties agree during the NOC period, the bond refund amount will be paid out.

How do I consent for the RTA to email me the NOC?

Customers automatically give their consent to receive the NOC via email, as part of the process of creating a QGov account.

You will be sent a NOC if you disagree, or fail to respond to, the refund request during the Fast Track period. Unlike the Fast Track email, the RTA needs your consent to receive the NOC via email, as it is a legislative document. If we do not have your consent, we will post the NOC out to you.

If you can’t access QGov, and want to ensure the RTA has consent to email you the NOC:

check to see if you have already given the RTA for us to email you. You may have done this already, if you sent a paper form (such as a bond lodgement form) to the RTA, and you ticked the box giving us consent to email you.
call the RTA when you receive the Bond Refund Fast Track email on 1300 366 311 and give your consent to receive emails over the phone.

Do I have to dispute a bond refund amount using the NOC if I've already disagreed with it in the fast track period?

Yes, disagreeing to fast track the bond refund is not considered a request for dispute resolution. You must respond to the NOC. If you don’t request dispute resolution during the NOC period, the proposed refund will be automatically refunded when the Notice expires.

Disputing a bond refund

How do I start a bond dispute?

If another party has lodged a bond refund online and you want to dispute it, you must:

Either disagree with the Fast Track bond refund request, or not respond to the Fast Track within the 48-hour deadline. You should then receive a NOC.
Respond to the NOC saying you disagree with the proposed refund and would like to request dispute resolution within 14 days. Failure to lodge a dispute resolution request within 14 days will result in the automatic payment of the proposed refund.

When submitting your dispute resolution request you will need to provide:

reasons for your claim (managing parties only)
your contact details
if you require a translator or interpreter.

Once you have submitted a dispute resolution request disagreeing with the bond refund, a hold will be placed on the bond. An RTA officer will contact all parties to discuss the next steps.

What is dispute resolution?

Dispute resolution refers to the RTA’s free, confidential dispute resolution service which helps tenants and property manager/owners resolve disputes without the need for legal action. If agreement cannot be reached, the RTA will issue a Notice of unresolved dispute. The person who lodged the initial dispute resolution request can then choose to apply to the Queensland Civil and Administrative Tribunal (QCAT) for a decision.

If one party lodges a bond refund dispute online, how will the other party be notified?

All parties will be notified via email (if the RTA has your email address on file) or by post. A hold will be placed on the bond refund until the dispute is resolved.

You will be sent an Acknowledgment of Dispute once a dispute case is created. An RTA officer will contact all parties to begin the dispute resolution process.

I disagreed with the bond refund request, but now I and the other parties have reached a new agreement on the refund. What do we do now?

If you come to an agreement on a new refund amount after a bond refund has already been submitted via Web Services, please download the RTA’s bond refund paper form from the RTA website, arrange for all parties to sign, and send to the RTA for processing.

How long will it take to begin the dispute resolution process?

On average there is a 2-3 week wait for dispute resolution, however this may fluctuate with increases in demand. While you await dispute resolution, a hold will be placed on the bond, and you should continue to speak and share information with the other party in the meantime.

What are a property managers/owners’ obligations to provide supporting evidence of a bond claim or bond dispute to a tenant/resident?

A property manager/owner must provide evidence to a tenant/resident that supports their bond claim or bond dispute. Evidence may include receipts, repair quotes or records of unpaid rent.

Evidence must be provided to a tenant/resident within 14 days after the bond claim or bond dispute lodgement is made. Failure to comply is a breach of the Act, with a maximum penalty of 20 penalty units.

Note: if a tenant/resident has impaired or limited capacity, either under guardianship or power of attorney, a property manager/owner must provide supporting evidence to the appointed person or representative, or to both a tenant/resident and their representative.

Rental bonds lodged on or after 30 September 2024 require supporting evidence to be provided to a tenant/resident when a property manager/owner claims or disputes a bond refund request. This must be done within 14 days of the bond claim or dispute. Not providing supporting evidence to a tenant/resident when a claim or dispute is made against a bond is an offence.

For rental bonds lodged with the RTA before 30 September 2024, a 12 month transitional period from 30 September 2024 to 30 September 2025 applies. Evidence does not need to be provided for bond claims until after this period expires for bonds lodged with the RTA before 30 September 2024.

Failure to comply with these requirements may result in a maximum penalty of 20 penalty units.

Note: evidence must be provided to the tenant/resident, not to the RTA.

Is a 14-day Notice of Claim (NOC) the same process as the 14-day period to provide supporting evidence to a tenant/resident?

No, these are two distinct processes. The 14 day Notice of Claim (NOC) for a bond claim is not the same as the 14 day period for a property manager/owner to provide supporting evidence to a tenant/resident. For further information review the Notice of Claim process online.

Although property managers/owners are obligated to provide supporting evidence to tenants/residents within 14 days, a tenant/resident may dispute a bond claim by lodging a dispute resolution request with the RTA within the timeframe specified in the Notice of Claim process.

If a tenant/resident fails to do so it will result in the disputed bond amount being paid to a property manager/owner even if evidence has not been provided to a tenant/resident. However, failing to provide evidence is an offence under the Act and the RTA will investigate incidents of non-compliance.

If the original bond was lodged before 30 September 2024, then topped up (due to a rent increase) after 30 September 2024, and a claim against the bond is made sometime after the bond top-up was lodged, is a property manager/owner required to provide evidence to support or dispute the bond claim in this situation?

No, a property manager/owner is not required to provide supporting evidence when the bond is claimed or disputed, as the original bond was lodged before 30 September 2024.

Contact us

Who can I contact for support?

You can call the RTA Contact Centre (please select the Web Services hot button) on 1300 366 311 Monday - Friday, 8.30am - 5.00pm (excluding public holidays), or email helpdesk@rta.qld.gov.au. You can learn more about bond refunds here.

Residential Tenancies Authority

RTA Web Services