If you’ve applied for RTA dispute resolution and have a teleconference scheduled with us, we have practical tips to help you prepare for your appointment and improve your chances of reaching a mutually agreeable outcome.  

Once your teleconference date and time has been confirmed, we recommend:

• blocking out time in your calendar to avoid conflicts 
• familiarising yourself with your legal rights and responsibilities under Queensland’s tenancy laws
• reviewing the tenancy agreement, including any special terms
• thinking about what the issue is, what you’d like to happen, and where you’re willing to negotiate
• collating any relevant documentation (for example, emails, repair quotes, photos, rent ledgers, receipts) to support your side of the conversation, and sending this to the other party for awareness. 

Please note:  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.

Evidence must be provided to the tenant/resident, not to the RTA.

On the day, it’s important to:

• find a quiet place to take the call
• be available for the entire teleconference
• stay on the line, and not make or take any other calls (see further information below).

While the discussion may be challenging at times, it’s important that each party:

• stay calm
• keep an open mind
• be respectful
• be mindful of your tone of voice and choice of words
• be realistic and constructive 
• focus on the facts
• listen and ask clarifying questions
• share any documentation or evidence
• be willing to negotiate
• be clear and concise.

Most teleconference appointments follow the same structure.

1. RTA conciliator commences the call
   The RTA conciliator will start the teleconference by phoning you from a secure line starting with ‘02’. When you answer, you will hear an automated message saying ‘Welcome to Webex’.
   
   The conciliator will then set the agenda for the meeting.
    
2. Both parties share their perspective on the dispute
   Each person is given an opportunity to share their version of the events and reference any documentation they have to substantiate their position. It’s important that each party listens to the other, and treats them with respect throughout the process. 
    
3. RTA conciliator clarifies information presented so far 
   The conciliator may summarise the key points from each party, and will ask clarifying questions to confirm everyone understands the information that has just been provided.
   
   The conciliator may also request to pause the teleconference to speak to one of the parties privately, if needed. This information is confidential and won’t be disclosed to the other person.  
    
4. RTA conciliator ends the teleconference
   At the end of the teleconference, parties will have either reached an agreement or the dispute will remain unresolved. The conciliator will then advise them of next steps.
    
5. RTA conciliator confirms the outcome of the teleconference with both parties
   After the teleconference, the conciliator will confirm the outcome of the dispute by email or letter.
   
   If the dispute remains unresolved, the conciliator will issue a Notice of unresolved dispute (NURD) and the person who lodged the initial dispute resolution request then has the option to pursue further options with the Queensland Civil and Administrative Tribulal (QCAT).

Frequently asked questions