COVID Dispute resolution request (Form 16a)

Important information: Before you apply for priority COVID-19 dispute resolution, you must complete a dispute eligibility checklist

If you successfully complete this checklist, you will be directed to the RTA’s COVID-19 Dispute Resolution Web Service. To use the Web Service, you will need a bond number and will have to verify your identity through QGov. If you do not already have a QGov account, you will need to create one by verifying your identity with 100 points of Australian Government issued ID.

You do not need to complete both the Web Service and this paper form. You should only use this paper form if you meet the COVID-19 dispute resolution eligibility criteria but cannot access the Web Service (i.e. you cannot verify your identity through QGov, and/or you do not have a bond held the RTA).   

 The Queensland Government has announced RTA conciliation will be mandatory for tenants and property managers/owners, if they have a tenancy dispute relating to the COVID-19 emergency and cannot reach an agreement. The RTA is prioritising disputes relating to the COVID-19 emergency.

RTA conciliation is a free service and our staff are impartial. They can help both parties negotiate an agreement, but they cannot make a decision. The RTA is currently prioritising COVID-19 tenancy disputes. 

Before you begin COVID-19 Dispute resolution 

You can lodge a request for COVID-19 dispute resolution if you are either a tenant or a property manager/owner and:

  • the dispute relates to COVID-19
  • the dispute is about a current tenancy and not a bond refund dispute
  • you have completed and met the eligibility criteria*
  • you can provide evidence that you have made unsuccessful attempts to negotiate an agreed outcome with the other party/parties
  • you can provide appropriate evidence to support your claim, such as proof of financial hardship or proof of ill health due to COVID-19.

A COVID-19 tenancy dispute may cover topics such as:

  • rent arrears or rent reductions
  • entry to the property, due to COVID-19 social isolation restrictions
  • ending a tenancy early or extending the end date of an agreement, due to the tenant or the landlord’s circumstances being impacted by COVID-19.

You will need:

  • your rental property address
  • name/s, email and address of the other party/parties involved in the dispute
  • evidence documents to support your application.

*Tip: once you have completed the eligibility checklist you will be linked through to the RTA’s COVID-19 Dispute Resolution Web Service. You do not need to fill in both this paper form and the Web Service. You should only use this form if you are unable to use the Web Service. 

Customers who have a tenancy dispute that does not relate to COVID-19, should complete a Dispute resolution request (form 16). Examples of disputes that do not relate to COVID-19 would include disagreements about water charges or property maintenance.

Evidence documentation 

The RTA is prioritising COVID-19 Dispute resolution requests. To be eligible for priority COVID-19 Dispute resolution, you must provide supporting evidence. 

Failure to supply this documentation will delay the processing time of your application, and you may fail to meet the criteria to have your application prioritised as a COVID-19 dispute.

What evidence documentations should I provide?

Evidence that you and the other party have tried to self-resolve the dispute, or that you have made reasonable attempts to try to contact them to resolve the dispute.  

Examples would include:

  • copies of emails or screenshots of text messages between you and the other disputing party

If your dispute relates to financial hardship, you will need to provide evidence to support this.

Examples would include:

  • proof of loss of income due to COVID-19, such as an employment termination letter or evidence of reduced hours
  • documents demonstrating your income support payments, or the steps you’ve taken towards getting income support, such as confirmation of a Centrelink application
  • evidence that you have had to stop working (or substantially reduce work hours) due to contracting COVID-19, caring for a household or family member with the virus, or self-isolating because of health vulnerabilities. 

If your dispute relates to entry to the property, you will need evidence to show why entry should or should not be allowed. 

Examples would include: 

  • documents to support restrictions on entry due to health vulnerabilities of household members, such as a doctor’s certificate (tenants) 

Next steps

Once you have submitted your COVID-19 Dispute resolution request, you will receive a confirmation email from the RTA. An RTA officer will be in contact with you as soon as possible to discuss the next steps in the process.

They will:

  • contact you from a private number
  • notify all parties that a dispute resolution request has been submitted
  • assess the dispute resolution request and supporting documents
  • determine the most suitable method for conciliation.

If an agreement cannot be reached, an application may be made to the Queensland Civil and Administrative Tribunal (QCAT) for a decision

You can view a graphic of the COVID-19 dispute resolution process here. You can also find more information about the COVID-19 dispute resolution process in the Residential Tenancies Practice Guide.  

You can view a graphic of the COVID-19 dispute resolution process here. You can also find more information about the COVID-19 dispute resolution process in the Residential Tenancies Practice Guide

Form 16a – COVID-19 Dispute resolution request
​ Download (PDF 97KB)
Current version: v2 May 2020
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