The Residential Tenancies Authority (RTA) recognises the many different and diverse situations experienced by tenants/residents and property managers/owners within Queensland’s rental sector.  

Whatever your circumstances, we’re committed to providing trusted information and fair and valued support services to all Queenslanders who are experiencing vulnerability or working with those who are.  

Below are some of the ways we can help you feel informed and confident about your rental rights and responsibilities.

Fast-tracked support for vulnerable customers

When an RTA customer experience officer identifies a caller may be experiencing vulnerability or the caller is supporting someone who is (such as a support worker or carer), the caller is fast-tracked to our customer support team, who are trained to recognise and respond to customers where additional assistance is required in a timely, confidential and safe way. This may include situations involving domestic and family violence (DFV), disability or geographical distance, which may impact a customer’s ability to transact with the RTA.  

People experiencing DFV have the option to end a tenancy quickly, or if they choose, remain in the rental property safely. Learn more about the support and pathways available if there is DFV involved in a tenancy.

Specialist training for staff

In 2024–25 we saw a 69.2% increase in calls requiring escalation due to DFV occurring or having previously occurred in a tenancy. To improve our ability to provide essential support to these vulnerable customers, our customer experience team members received specialist domestic and family violence training. They also received training in First Nations cultural confidence and cross-cultural communication styles. This contributed to 720 hours of training and 950 hours of coaching sessions delivered to staff to better support our customers and boost staff capability.

External support services

Where additional support may be needed for tenants/residents and property managers/owners, we can connect you to a range of external support services and organisations. You can see a list of these organisations and services on our useful links page. If you’re unsure where to start, contact us and we’ll connect you with the most appropriate service.  

For tenants/residents, Queensland Statewide Tenant Advice and Referral Service (QSTARS) is a free service that aims to provide all Queensland tenants with free assistance to manage and sustain their tenancy.

RentConnect helps Queenslanders find, secure and maintain a home in the private market through advisory services, one-on-one support and a tenancy guarantee.  

DVConnect provides free help for women, men, children, and pets affected by DFV across Queensland. They can provide emergency transport and accommodation, as well as court referrals for domestic violence issues.  

Q Shelter and the Real Estate Institute of Queensland have a toolkit available for those responding to domestic violence in a tenancy including property managers and owners.

Multicultural and First Nations support services

For more information, including resources in other languages or to access the RTA’s free interpreter service, explore the RTA website or contact us.  

We also have a dedicated phone line, Songlines, which aims to help connect Aboriginal and Torres Strait Islander customers with the information and resources they need to support their rental journey.

Contact us for clarity on rental laws

Our staff can help you understand your rental rights and responsibilities. Don’t hesitate to explore our website resources or contact us if you’re unsure about your situation or need more information.  

If you’re unable to call us, you can submit on online enquiry and we’ll respond via email.

We’re here to support you and can refer you to a wide network of services. We can also help you understand if your issue would be suitable for the RTA dispute resolution service.