Customer service changes

Latest updates as at 9 June 2026

Call and email delays: We are experiencing extended call wait times and delays of up to 24 hours in sending some automated customer emails. If you have received a bond refund payment but have not yet received your payment confirmation email, please wait until tomorrow before calling. We apologise for the inconvenience and thank you for your patience.
New biller code: The RTA’s biller code for BPAY payments has changed to 5793. We ask property managers/owners to please update your systems/records.
Changes to bulk bond lodgement payments: Must now be paid as a full (bulk) amount in one transaction, not multiple payments, using the issued payment reference number. If you wish to pay for bonds individually, please use the RTA’s Bond Lodgement Web Service.
Bond refunds: Continue to be paid daily but a reminder that customer bank processing times may vary, which impacts when customers see these funds in their accounts.

Systems update complete – all RTA services now available

Our planned systems outage ended at 8:30am (Qld time) on Tuesday 2 June 2026. Updates to our core systems are complete and all RTA services are available. Thank you for your patience while we undertook this essential work.

Important: Unique RTA Web Services links in RTA emails sent before 2 June 2026 will not work. If you have in-progress tenancy transactions, you may need to submit a form to continue the transaction – see the section below for more information.

Customer actions for key bond and tenancy tasks

Bond refunds (inc. Notice of claim)

Normal services available. New bond refund requests can be submitted via RTA Web Services or Refund of rental bond (Form 4).
Bond refund fast track requests and Notice of claim emails asking you to take action:
- Any unique RTA Web Services links/URLs included in these emails sent before 2 June will not work.
- If you did not act before the outage started on 28 May 2026 to complete an in-progress bond refund request, you will need to submit a Refund of rental bond (Form 4).
- If you disagree with a Notice of claim, you cannot respond via the unique email link if it was sent to you before 2 June. You should follow the instructions on the Notice of claim to return it to the RTA via email or post. Alternatively, you can submit a Dispute resolution request (Form 16) by email as soon as possible and no later than the due date, or the bond will be paid out as per the Notice of claim.
- Any unique RTA Web Services links/URLs included in these emails sent from 2 June will work as normal.

Bond lodgements (inc. bulk bonds) and bond search

Normal services available. New bond lodgements can be submitted via RTA Web Services or Bond lodgement (Form 2).
The RTA's biller code for BPAY payments has changed to 5793. Please update your systems and records as needed.
Bulk bond lodgements must now be paid in as a full (bulk) amount in one transaction, not multiple payments, using the issued payment reference number. If you wish to pay for bonds individually, you must lodge these as single bonds using the RTA's Bond Lodgement Web Service (not as a bulk bond lodgement).
If payment is not completed at the time of lodgement, a Notice to pay email advising 2 payment methods will be sent to the party (tenant or managing party) who made the online bond lodgement. Rental bond payments must be lodged within 10 days. The Notice to pay email will not include a link back to the original bond lodgement. Payments can be made using the BPAY details provided in the email.
Bonds paid via credit card will now list the RTA as the recipient (not the Queensland Government) on your payment receipt and bank statement.

Change of bond contributors or property manager/owner

Normal services available. NewChange of property manager/owner or Change of bond contributor requests can be submitted via RTA Web Services or:
- Change of property manager/owner (Form 5)
- Change of bond contributors (Form 6).
Change of bond contributor emails asking you to take action:
- Any unique RTA Web Services links/URLs included in Change of bond contributor emails sent before 2 June will not work.
- If you did not act before the outage started on 28 May 2026 to complete an in-progress change of bond contributor request, you will need to submit a paper Change of bond contributors (Form 6).
- Any unique RTA Web Services links/URLs included in these emails sent from 2 June will work as normal.

Dispute resolution (inc Notice of unresolved dispute)

Normal services available. New dispute resolution requests can be submitted via RTA Web Services or Dispute resolution request (Form 16).
Update your contact details if they have changed.
If you receive a Notice of unresolved dispute, act within the 7-day deadline to pursue further options with the Queensland Civil Administrative Tribunal (QCAT).

Update your details

Normal services available.
Update your details online if they have changed using our updated form.

Bond lodgements (inc. bulk bonds) and bond search

Normal services available.
Additional tenant/bond contributor request emails asking you to take action:
- Any unique RTA Web Services links/URLs included in the additional tenant/bond contributor request email sent before 2 June will not work.
- If you did not act before the outage started on 28 May 2026 to complete an in-progress update your details request, you will need to submit an Update your details form.
- Any unique RTA Web Services links/URLs included in these emails sent from 2 June will work as normal.

Quick guide – new-look RTA Web Services

This quick guide is designed for property managers/owners and customers who regularly use RTA Web Services. It gives an overview of how RTA Web Services now looks after the update.

The guide shows side-by-side comparisons of the previous and new-look systems so you can get a feel for what’s changed.

When using our new-look RTA Web Services, please read and complete all online forms carefully, as some terminology and options have been updated.

Last updated on 9 June 2026.

Residential Tenancies Authority

About us

Latest updates as at 9 June 2026

Systems update complete – all RTA services now available

Customer actions for key bond and tenancy tasks

Bond refunds (inc. Notice of claim)

Bond lodgements (inc. bulk bonds) and bond search

Change of bond contributors or property manager/owner

Dispute resolution (inc Notice of unresolved dispute)

Update your details

Bond lodgements (inc. bulk bonds) and bond search

Quick guide – new-look RTA Web Services

Rental law changes

RTA Web Services - fast, efficient, convenient

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