What is QGov and how does it work? 

To use RTA Web Services you will need to verify your digital identity through the Queensland Government’s secure QGov service. Information on QGov, including how to create a QGov account, is available on the RTA’s Understanding QGov page. 

I’ve received an email asking me to respond to a Change of bond contributors request, but I can’t access QGov. What should I do?

You will need to fill in a Change of bond contributors paper form and sign it, before sending it to the RTA. 
Please speak to the other bond contributors and ensure you list all the bond contributors and contribution amounts on the paper form. These details must match the bond contributors and contribution amounts submitted via the Web Service. 

To protect your security, the RTA will not accept a Change of bond contributors agreement via the paper form, if the contributors and/or contribution amounts do not match those provided through the Change of Bond Contributors Web Service.      

I live at the property, but I am not listed as a bond contributor with the RTA, can I submit a Change of bond contributors request?

No. Only the property manager/owner or tenants listed as bond contributors with the RTA can submit a Change of bond contributors request. This is to protect our customers’ security and prevent fraud.

I am moving into the property and want to take over a previous tenant’s bond. Can I submit a Change of bond contributors request?

No. Only the property manager/owner or tenants listed as bond contributors with the RTA can submit a Change of bond contributors request. This is to protect our customers’ security and prevent fraud. We suggest talking to the property manager/owner, the tenant whose bond you are taking over, or any other tenant listed as a bond contributor at the property and ask them to start the Change of bond contributors process.

Can I use the Web Service if I have a bond loan?

No. If the bond involves a bond loan, the Department must agree to the removal of any tenant from the bond before you submit a request to the RTA. Once you have permission from the Department, you can submit a Change of bond contributors request using the Change of bond contributors paper form. Visit our bond loan webpage for more information.

Can a tenant organisation be added as a bond contributor via the Web Service?

No. You can’t add a tenant organisation to the bond through the Change of Bond Contributors Web Service. To add a tenant organisation to the bond, you will need to use the paper Change of bond contributors form. However, if a tenant organisation is an existing bond contributor, they can submit a Change of bond contributors request using the Web Service.

Can I submit a Change of bond contributors request if I am removing a bond contributor who is deceased?  

No, you will not be able to use the Change of Bond Contributors Web Service to remove a contributor from the bond who has passed away. Instead, the estate of the deceased should submit a signed paper Change of bond contributors request. You will need to email/post this to the RTA with a certified copy of the death certificate and a Government issued photo ID proving your identity. You will also need to provide one of the following pieces of documentation, to confirm you are legally able to act on behalf of the deceased tenant: 

• grant of probate 
• letter of administration 
• a statutory declaration. 

Can I submit a Change of bond contributors request if I am acting as Power of Attorney for a bond contributor?

No, you will not be able to use the Change of Bond Contributors Web Service if you are acting as power of attorney on behalf of a bond contributor. Instead, you should complete and submit a signed paper Change of bond contributors request. You will need to email/post this to the RTA along with the formal Power of Attorney (PoA) document. The PoA document should include the customer’s name and be signed and dated by you and the customer. You will also need to provide a copy of an ID proving your identity.
 

What is a bond number and where can I find mine?

A bond number is a unique number (maximum of nine digits) which was allocated to your bond at the time of lodgement.

If you are a tenant or lessor, you will need to know your RTA bond number to access Web Services. You can find your bond number on your Acknowledgement of Rental Bond, which was sent to you when your bond was lodged with the RTA.

If you are a property manager/owner and you have an eServices account, you can view bond numbers for tenancies you manage on eServices.
 
Not sure what your bond number is? Call our Contact Centre for assistance on 1300 366 311, Monday - Friday, 8.30am - 5pm (excluding public holidays) or visit the contact us page.

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

An 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. Tenants and individual lessors do not need an RTA ID to use Web Services. 

You will find your RTA ID in the welcome letter or email, which was sent to you when you first registered with the RTA.

Can’t find your RTA ID? Contact us.

I’m submitting a Change of bond contributors request on behalf of an organisation. What is my organisation's registered email address?

Your organisation’s registered email is the main address the RTA uses to communicate with your business. You will need to provide this email address to use the Change of Bond Contributors Web Service. 

Can I use a shared email address when using RTA Web Services?

No, you will need to provide a unique email address to use RTA Web Services. This is to protect our customers’ security and privacy. You will need to register a unique email address – an email account that is only used by you and should not be accessible by anyone else – to verify your digital ID before accessing RTA Web Services.
  
If you do not have an email address, or you only use a shared email address, you can still submit a Change of bond contributors request using the paper form. In this case, you should complete the paper form and leave the email section blank. The RTA will send a confirmation letter to your postal address if the Change of bond contributors request is successful.  

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 access RTA Web Services. If one or more bond contributor does not have an email address, please use the paper Change of bond contributors form. 

I’m a tenant and I’ve been successfully added to the bond by the RTA. Does this mean I’m approved to move into the property?

No. Being listed as a bond contributor with the RTA is a different process from being approved as a tenant on your tenancy agreement by the property manager/owner.  

You should speak with your property manager/owner and confirm that you are an approved tenant on the tenancy agreement before you submit a Change of bond contributors request to the RTA.  

If you submit a Change of bond contributors request before the property manager/owner approves your request to move into the property, it does not mean they need to approve you as a tenant. If you have already submitted a Change of bond contributors request to the RTA, but the property manager/owner has not yet approved you as a tenant on the tenancy agreement, you should contact them as soon as possible. 

I’ve transferred my bond to another tenant and am no longer listed as a bond contributor with the RTA. Does this mean I’ve been removed from the tenancy agreement? 

No. Being removed from the bond is not the same as being removed from the tenancy agreement. All changes to the tenancy agreement must be agreed to by all parties, including the property manager/owner. You should speak to them and ensure you are removed from the tenancy agreement before you submit a Change of bond contributors request. If you do not remove yourself from the tenancy agreement, you could be liable for any damage caused to the property by future tenants and you may be obliged to continue paying rent.  

Can I allocate different amounts to new bond contributors? 

Yes. The Change of Bond Contributors Web Service can be used to alter how the bond contribution amounts are distributed. The bond does not need to be distributed equally between all contributors, so you can customise how much of the bond each contributor has paid to suit your situation.

I want to change how the bond is distributed, but I don’t want to change the bond contributors. Can I do this? 

Yes. You can use the Change of Bond Contributors Web Service to change how the bond is distributed, without adding or removing bond contributors.

The bond contributors are changing and the bond has been increased. Can I submit a Change of bond contributors and a Bond increase request at the same time?

No. You can’t submit a Change of bond contributors and a Bond increase request at the same time using Web Services. You should first submit a Change of bond contributors request and, once all parties agree, you can then submit a Bond increase via the Bond Lodgement Web Service. 

The bond contributors are changing and the bond has been reduced. Can I submit a Change of bond contributors and a Rent reduction request at the same time?

No. You can’t submit a Change of bond contributors and a Rent reduction request at the same time using Web Services. You should first submit a Change of bond contributors request and, once all parties agree, you can then submit a Rent reduction request via the Bond Refund Web Service. 

I’ve tried to submit a Change of bond contributors request and I’ve received an error message saying I can’t continue. What do I need to do?  

The RTA will not be able to process your request if there is already a Change of bond contributors request in progress (online or paper). We also cannot process a Change of bond contributors request if there is a Bond refund or Bond increase in progress (online or paper). If this is the case, please wait for the current request to be processed before submitting your Change of bond contributors request again. If you continue to experience problems with submitting a Change of bond contributors request, please contact the RTA.

Can I use the Change of Bond Contributors Web Service to change the name the RTA has on record for me?

No. If you are already using RTA Web Services, we recommend updating your name with QGov. Find out more information about how to change your name using QGov in the FAQs the RTA’s Understanding QGov page. 

I can’t contact one of the contributors being removed from the bond. What do I do?

Try submitting a Change of bond contributors request to see if they will respond by email. If this fails, you can request a bond refund, through the Bond Refund Web Service. All parties on the bond (including the property manager/owner) will have 14 days to respond to this request. If no one disagrees with the refund within 14 days, it will be automatically processed. Once the bond is refunded, parties can lodge a new bond with the correct contributors. 

Can I remove myself from the bond by changing my bond amount to $0, using the Change of Bond Contributors Web Service?

No. You will not be able to change your bond contribution amount to $0. If you are transferring your bond to a new or existing bond contributor, you should sort out the payment offline. Once you’ve received the payment, you can then use the remove button on the Change of Bond Contributors Web Service to remove yourself from the bond. If you are not transferring your bond to another party, and you are requesting a partial bond refund from the RTA, you should fill in the paper Refund of rental bond.

From 30 September 2024, the maximum bond allowed to be taken is equivalent to four weeks' rent, regardless of the weekly rent amount. It is a breach of the Act to take a bond exceeding four weeks' rent, with a maximum penalty of 20 penalty units.

I’ve received a Change of bond contributors request asking me if I want to transfer my bond to a new tenant, but I have not received my bond money yet. Should I agree to the request? 

You should speak to the new or remaining tenants and come to an arrangement about how you’ll transfer the bond money, before approving the request. It’s important to note that – in a Change of bond contributors request – the bond money should be transferred directly to you by the new bond contributor (or by one of the existing contributors on the bond). 

Unlike with a bond refund, the money is not paid out to you by the RTA. Once the RTA changes the bond contributors, it will be very difficult for you to make a claim on the bond, so it’s important you come to an arrangement with the other contributors before you agree to the request.

Why has my Change of bond contributors request been cancelled?

A Change of bond contributors request must be agreed to by any contributors who are signing some, or all, of their bond over to another party. Your request has most likely been cancelled because one or more of the relevant bond contributors has disagreed with the online Change of bond contributors request or has failed to respond to the request within 14 days. You should speak to the other parties to confirm this. You can submit another Change of bond contributors request at any time.

I am taking over another tenant’s bond through the Change of Bond Contributors Web Service. Why haven’t I received an email asking me if I agree to the change?

The RTA only requires agreement from contributors who are transferring some, or all, of their bond to another party. By approving this change, they are agreeing to be removed from the bond or to have less bond money lodged with the RTA. Once the Change of bond contributors request has been agreed by the relevant parties, you will receive a confirmation email to say you have been successfully added to the bond.  

I already paid the old tenant the bond, but they won’t agree to the Change of bond contributors request. What do I do?

As a first point of call, you should speak to the other party and the property manager/owner to try and resolve the matter. You can find tips about how to self-resolve a dispute on our website. 

I’m a property manager/owner and I’ve received an email from the RTA saying there is a new contributor/s on the bond. I have not agreed to this change. What should I do? 

In the first instance, we would recommend speaking to the tenants directly to get a better understanding of the situation. It’s important to note that changing the bond contributors only alters who holds the bond with the RTA and is not the same as getting approval to change the tenants listed on the tenancy agreement. 

If you find the tenant is subletting without approval, or that there’s an unapproved occupant in the property, try to negotiate with all parties and reach an agreement. If you cannot agree, the RTA’s free dispute resolution service may be able to help, or a Notice to remedy breach may be issued to the tenants on the tenancy agreement.

I’m a tenant and I’ve received a confirmation email saying a new contributor has been added to the bond. I was not asked about this and I did not agree to this change. What should I do?

The Change of Bond Contributors Web Service does not alter who is approved as a tenant in the property, it only alters who is listed on the bond with the RTA. Only bond contributors who are transferring some or all of their bond to another party need to agree to the request. If your bond is remaining the same, or increasing, you will not be required to agree to the change of bond contributors. 

If you believe your contribution amount is incorrect, you may submit your own Change of bond contributors request with the correct bond contribution amounts. If you disagree with a change of tenants at the property, we recommend speaking with the property manager/owner and the other tenants to try and resolve the situation. 

Who can I contact for support?

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