The RTA administers Residential Tenancies and Rooming Accommodation Act 2008 (the Act) and is responsible to the Minister for Housing and Public Works and Minister for Youth.
The RTA is governed by a Board of Directors which consists of a Chair and six directors.
The organisational structure includes the Chief Executive Officer and four divisions.
Corporate governance
The RTA’s decision-making processes are informed by compliance and transparency and our corporate governance framework is based on the Queensland Auditor-General’s model and includes far‑reaching accountability processes.
Our commitment to the Queensland Government’s focus on integrity and accountability underpins our existing corporate governance processes. The RTA's operations, performance and compliance is reported in detail through the annual report.
The RTA’s main functions are to:
- provide tenancy information
- manage rental bonds
- provide a dispute resolution service
- investigate offences under the Act and prosecute where appropriate
- provide community education
- provide advice to the Minister about residential tenancy and rooming accommodation issues and the operation of the Act, and
- monitor sector data and conduct research.
We support the Queensland residential rental sector through accessible, flexible and targeted services within a legislative framework.
Divisions of the RTA
| Division | Details |
|---|---|
| Financial and Assurance Services |
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| Digital Business Centre |
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| People and Culture |
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| Customer Experience |
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Financial and Assurance Services (FAS)
This division is responsible for a broad range of key activities that ensure the financial stability of the RTA, as well as key responsibilities including the development and monitoring of the RTA’s strategic and operational plans, management of government relationships and whole of government reporting, enforcement of the Act, and overseeing the RTA’s portfolio of projects and programs.
| FAS team | Description |
|---|---|
| Finance | Partners across the business to add value through meaningful financial analysis and timely reporting. |
| Governance, Legal, Risk and Compliance | A multi-disciplinary team incorporating governance, legal, risk, facilities, board secretariat, compliance and enforcement services. |
| Strategy, Legislative Programs and Community Affairs | Manages the relationships between our government stakeholders and the RTA. Provides support and direction on business strategy and business planning and manages government reporting and correspondence. Delivers and embeds legislative changes including stakeholder relationship management, and business and sector readiness. Delivers customer education through information sessions, events and other engagement activities. |
Digital Business Centre (DBC)
The DBC is responsible for supporting the RTA’s business systems, standard operating environments and applications, as well as maintaining records, and providing business intelligence to facilitate strategic direction and good decision making.
| DBC team | Description |
|---|---|
| Cyber Security | Responsible for protecting the RTA’s digital assets through proactive security management, monitoring, governance and compliance with industry best practice. Overseas recordkeeping and information management to support the effective collection, extraction, maintenance, use and dissemination of information gathered while conducting RTA's daily business. |
| Digital Solutions | Oversees project and product delivery to ensure the RTA can adapt in an environment where operational challenges increasingly require digital solutions. In conjunction with technology partner Idea 11, this team also monitors, maintains and enhances our core business systems, applications and processes. |
| Business Intelligence | Responsible for providing expert reporting and analysis for the RTA on residential tenancies and housing data, as well as organisational performance data for internal and external audiences. |
People and Culture (P&C)
The People and Culture division partners with and supports the business to help drive a high performing, values-focused culture through the fundamental services of Communication and Education, Human Resource Services, Learning and Organisational Development and Stakeholder Engagement.
| P&C team | Description |
|---|---|
| Communication and Education | Plays a critical role in keeping our people and our customers informed and engaged to promote RTA services and legislative information to best support everyone in Queensland's rental sector. The team is responsible for the RTA’s corporate communication activities; media relations; educational content, resources and campaigns; digital experience, design and delivery; and brand and graphic design. |
| Stakeholder Engagement | Supports the RTA to achieve its strategic objective to extend positive influence and impact in the rental sector by facilitating strong and collaborative relationships with stakeholders. The team is responsible for embedding the Stakeholder Engagement Framework through activities that enhance the RTA’s leadership role, increase tailored customer service delivery, improve employee capability, and ensure governance is in place to underpin strategic stakeholder engagement. |
| Human Resource Services | A multi-functional team that works to ensure that the RTA attracts, engages, and retains top talent within our organisation. The team provides essential services including payroll and recruitment and is also responsible for the RTA’s Workplace Health and Safety Management Plan, which incorporates the popular health and wellbeing program for our people. |
| Learning and Organisational Development | Ensures we have the right capability within our teams to drive a high performing culture. Key focus areas to help our people thrive include learning and development, leadership capability programs, engagement surveys, performance management, and talent and succession planning. |
Customer Experience (CX)
The CX division provides our customers with personalised tenancy information, bond support and information, and dispute resolution services.
| CX team | Description |
|---|---|
| Bond Management | Processes requests in relation to rental bond lodgements, refunds, and updates to rental bonds. |
| Contact Centre | Answers customer enquiries throughout Queensland, aiming to resolve issues and provide relevant information at the first point of contact. |
| Dispute Resolution | Provides unbiased conciliation support to help resolve tenancy and bond disagreements. |
| Support | Provides specialised help to customers who require additional support with self-resolution strategies, bond queries, and the use of our Web Services. |
| Performance and Planning | Oversees customer experience business performance and analysis, customer insights reporting, quality and training, and workforce forecasting, planning and scheduling. |