Preparing for a dispute resolution teleconference

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.  

Before the teleconference

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, photos, rent ledgers, receipts) to support your side of the conversation, and sending this to the other party for awareness. 

On the day of the teleconference

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.

How the teleconference will run

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