Are my personal and financial details secure with the RTA?

The RTA is committed to protecting the privacy of our website users. Similarly to all online transactions, such as banking, the RTA has built its online system to international internet standards and regularly tests for new online security threats.

The RTA takes all reasonable precautions to protect the personal information it holds from misuse, loss, unauthorised access, modification or disclosure. You can read the RTA’s online privacy and security statement here.

You can further strengthen your internet security by learning how to recognise scams and protect your online information.

Can I use a shared email address for doing business with the RTA?

No, only unique email addresses will be accepted through RTA Web Services or on RTA paper forms. This is to protect our customers’ security and privacy. Customers will need to register a unique email address – an email account that is only used by you which should not be accessible by anyone else – to verify their digital ID before accessing RTA Web Services. If a customer does not meet the requirements for a digital ID, customers can continue to update their details over the phone or via a paper form.

I do not have an email address, can I use RTA Web Services?

No. All bond contributors need a unique email address to be able to use RTA Web Services. If one or more bond contributor does not have an email address please use a paper form.

What is QGov and how does it work?

To use RTA Web Services you will need to verify your digital identity through the Queensland Government’s secure QGov service. 

QGov is a simple and secure way to access a number of Queensland Government online services with a single login, including your tenancy transactions with the RTA. You can find out more about QGov, including answers to QGov FAQs, here.

What details do I need to use RTA Web Services?

You will find step-by-step instructions and a list of the details needed to successfully use each Web Service on the ‘before you begin’ web pages for bond lodgements, bond refunds and bond disputes, updating customer details and changing bond contributors.

You will need a QGov account to use RTA Web Services. If you are a joint lessor, or acting on behalf of an organisation, you will also need your RTA ID.  It’s a good idea to have a copy of the tenancy agreement handy.

What is a bond number and where can I find mine?

A bond number is a unique number allocated to your bond at the time of lodgement, which is a maximum of nine-digits. You will be given a bond number when you lodge a bond with the RTA ID

If you are a tenant or lessor, you will need to know your RTA bond number to access Web Services (unless you are lodging a new bond through the Bond Lodgement Web Service). You can find your bond number on your Acknowledgement of rental bond, which was sent to you when your bond was paid to the RTA.

If you are a property manager/owner and you have an eServices account, you can view bond numbers for tenancies you manage on eServices.

Not sure what your bond number is? Call our Contact Centre for assistance on 1300 366 311 (8.30am to 5pm, Monday to Friday) or visit rta.qld.gov.au/contact.
 

What is an RTA ID and where can I find mine?

Your RTA ID is a unique customer number assigned to joint lessors and organisations for transacting with the RTA. To access RTA Web Services as a property manager/owner, joint lessor or tenant organisation, you will need to know your RTA ID. We recommend you keep this number secure.

The RTA may have sent your RTA ID to your company’s registered email address (i.e. the primary email your company uses to transact with the RTA). Please search this inbox for an email from the RTA about your RTA ID. 

Can’t find your RTA ID? Call our Contact Centre for assistance on 1300 366 311 (8.30am to 5pm, Monday to Friday) or visit our contact page.

Who can use Web Services?

Anyone looking to lodge and pay a single rental bond, start a bond refund or bond dispute, update their details, or change bond contributors with the RTA – whether they are a tenant, property owner or manager – can do so digitally, on any device, anywhere, anytime.

You will need a QGov account to use Web Services. To create a QGov account your will need 100 points of Australian Government issued ID. A list of acceptable identification documents is available on the QGov FAQ page.

How do I use Web Services if I'm acting on behalf of an organisation or joint lessor partnership?

To use Web Services as a joint lessor or organisation, you should register for a QGov account using your unique work email. This means you will have a dedicated, verified QGov profile for your professional transactions with the RTA. Your QGov account should not be shared with other users as it is linked to you as an individual.

Once you have logged into QGov, you can select to use Web Services as an organisation or joint lessor. You will need to know your organisation/joint lessor partnership’s RTA ID. The RTA ID can be found in the email inbox of your organisation (or joint lessor partnership) that is registered with the RTA. If you can’t find your RTA ID, or don’t yet have one, please contact the RTA.

Note: If you are also a tenant, you should have a second QGov account linked to your personal email address for personal transactions via RTA Web Services. Tenants do not require a RTA ID to register or log in.

Can I use Web Services from a mobile device?

Yes, RTA Web Services can be accessed from all mobile devices (mobiles, tablets or laptops), as well as from desktop computers.

Please note: If you are using an IOS/Apple device, we recommend using Safari as your preferred web browser.

Can I print a summary of my submission? 

Yes, once you have submitted your digital form, you will be given the option to print a summary of your submission.

We recommend printing to PDF or saving an electronic copy of this summary, rather than printing a hard copy, to help reduce waste.

Can I use RTA Web Services for bulk uploads and payments?.

Not currently. At the moment, RTA Web Services is designed to support single bond lodgements and bond refunds.

However, the RTA is working on delivering a Bulk Bond Lodgement Web Service, which can be used to lodge multiple bonds and pay for them in a single transaction. This Web Service is due to be launched in 2021.

Do I have to use RTA Web Services or can I still use paper forms?

The RTA encourages tenants and property owners/managers to transact with us online – via Web Services – rather than in paper form, as it is more secure, convenient and faster for all parties. It also reduces the risk of delays and administrative work where paper forms are submitted with illegible or missing information and helps to reduce the sector’s environmental footprint.

If you cannot access RTA Web Services, PDF forms will remain available to download via the RTA website or to order (single printed copies only) from the Contact Centre on 1300 366 311 (8.30am-5pm, weekdays). You can print and complete the paper form, then post it to the RTA with payment (if required).

Do I need to complete every field to be able to submit a digital form in Web Services?

No, not all fields are compulsory. Mandatory fields are marked with an asterisk and you cannot proceed if these fields are left blank. The RTA only collects information we require to complete the relevant tenancy transaction.

I have submitted a digital form using RTA Web Services but I didn’t receive a confirmation email from the RTA – what do I do?

You should receive a confirmation email from the RTA within 30 minutes of submitting your form. Please check your spam or junk email inbox in the first instance. If you do not receive a confirmation email from the RTA after submitting your digital form:

• phone the RTA on 1300 366 311 between 8.30am and 5pm, Monday to Friday
• email helpdesk@rta.qld.gov.au.

What’s the session timeout length when using Web Services?

For security purposes, your Web Services session time is limited to two hours. After this time has elapsed you will be automatically logged out. For this reason, we recommend you periodically refresh your browser if you need to gather information before returning to complete and submit your digital form.

When I’m completing a digital form, can I save my progress and return later?

When using RTA Web Services, your information will be automatically saved as you progress through the digital form. If you leave the form before submitting it, you will be able to either continue where you left off, or start a new form. Please note, we can only store partially completed forms for seven days.

I'm lodging a bond as a joint lessor or on behalf of an organisation. I've received an error message saying the RTA does not have my email address. What do I need to do?

For security reasons, joint lessors and organisations must provide the RTA with an email address before using Web Services. This should be the main email address that your business/partnership wants to use to transact with the RTA. You can register your email address by filling in the Update your details paper form and posting it to the RTA.

Joint lessors can also register their email address with the RTA over the phone by contacting our customer service team on 1300 366 311 or +61 7 3046 5400 (international) between 8.30am and 5pm, Monday to Friday.

Who can I contact for support?

You can call the RTA Contact Centre (please select the Web Services hot button) between 8.30am and 5pm, Monday to Friday, or email our support team at helpdesk@rta.qld.gov.au.