Preparing for dispute resolution

Preparing for a dispute resolution teleconference

Disputes can arise at any time during a tenancy, often when terms outlined in the tenancy agreement are not met. When disputes occur, the RTA encourages all parties to listen, talk with each other and try to work together to resolve the matter.

Learn more by reading the Top tips for resolution article.

Where self-resolution isn’t possible, the RTA’s free and confidential dispute resolution service helps all parties in a tenancy to reach an agreement about bond and tenancy dispute matters.

Bond disputes are generally a disagreement over how a bond refund should be paid out.

Tenancy disputes are generally disputes about matters occurring during a tenancy or claims for compensation greater than the bond amount.

If your case is suitable for conciliation, understanding how the dispute resolution process works can help you make the most of your experience and give you practical tips to improve your chances of reaching a mutually agreeable outcome.

To help you prepare for your dispute resolution teleconference appointment, you should follow these steps:  

Step 1: Prepare your paperwork and share relevant documents – ideally via email – with the other party before your teleconference. Documents may include copies of emails, rent ledgers, invoices and receipts or quotes obtained for works to be completed.

Step 2: Consider possible options and acceptable outcomes for resolving your dispute before your teleconference.

Step 3: We know this can be a challenging time, but we ask you to please participate with an open mind, listen to each other and be respectful.

Step 4: Be available at your scheduled date and time and set aside one (1) hour in a quiet place for the duration of the teleconference. During the teleconference, our conciliator may place you on hold to speak with the other party. We ask you do not make or accept other calls during this time.

Step 5: You will need to accept our call from an 02 phone number to join the teleconference appointment. You will hear “Welcome to Webex” when you answer the call.

Remember: The RTA conciliator is impartial and does not decide the outcome. It is up to both parties to come to a mutually agreeable decision in a confidential conversation.

What happens during the dispute resolution teleconference appointment?

During the teleconference you will have a chance to present your views, listen to the other party and settle the dispute by deciding on an outcome together. The impartial conciliator will guide the process and assist you to reach an agreement.

Note: If an agreement is unable to be reached and a request is made to Queensland Civil and Administrative Tribunal (QCAT) to hear the matter, parties can expect to wait several weeks before a matter is heard at the Tribunal.

Most teleconference appointments follow this example structure:  

  1. An RTA conciliator will open the call
  2. Parties will be asked to give their version of events
  3. The conciliator may summarise events and set agenda based on issues identified
  4. The conciliator may ask questions to clarify details
    1. Conciliator may talk individually to parties (known as private sessions)
    2. Information given during a private session is confidential and the conciliator will not disclose this information to the other party
  5. Teleconference will result in an agreement or not
  6. The conciliator will issue documentation based on the outcome
    1. Agreement documents
    2. A Notice of unresolved dispute (a document needed to lodge a dispute with QCAT).

Here are some helpful answers to questions about dispute resolution.

Listen to the Dispute resolution podcast episode.

Frequently asked questions (FAQs)

Watch the Top Tips to resolve tenancy disputes webinar.


For more information on the dispute resolution process, visit the dispute resolution webpage.