Who does what: RTA vs QCAT
The Residential Tenancies Authority (RTA) is the Queensland Government body that administers bonds, provides dispute conciliation, and runs the education and information resources for the sector. Conciliation through the RTA is free and confidential [1].
QCAT is the tribunal that makes binding decisions. It has the power to issue orders about bond refunds, compensation, repairs, termination, and most other matters under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld) [2].
The two work in sequence. For most disputes, the RTA tries to settle it first; if that fails, QCAT decides.
The urgent vs non‑urgent split
Queensland classifies tenancy disputes into two categories, and that classification determines whether you need to start with the RTA or can go straight to QCAT [3]:
- Urgent tenancy disputes — applications to end a tenancy, applications for excessive hardship, and certain emergency orders. These can go directly to QCAT. QCAT prioritises urgent matters and they are usually heard within two to three weeks, depending on caseload [4].
- Non‑urgent tenancy disputes — everything else, including most bond, compensation, repairs, and routine orders. These must go through RTA conciliation first [3]. QCAT will not accept a non‑urgent application unless you attach a Notice of Unresolved Dispute (NURD) from the RTA.
If you are unsure which category your dispute falls into, call QSTARS (Queensland Statewide Tenants Advice and Referral Service) on 1300 744 263 before applying.
Step 1: RTA conciliation — how it works
Either party can lodge a request for conciliation, either through the RTA's online tenancy dispute resolution service or by submitting the paper Dispute Resolution Request (Form 16) [1][3].
What happens next, based on the RTA's published process [5]:
- The RTA assigns an impartial conciliator to the matter
- Both parties are contacted and invited to a teleconference
- Before the teleconference, you should collect supporting documentation — emails, repair quotes, photos, rent ledgers, receipts — and share it with the other party
- At the teleconference, the conciliator facilitates discussion but does not decide the outcome [5]
- If agreement is reached, the conciliator records it
- If agreement is not reached, the conciliator issues a Notice of Unresolved Dispute (NURD)
Conciliators are neutral. They cannot give legal advice. If you want advice before conciliation, contact QSTARS or Tenants Queensland.
The 7-day bond deadline that traps renters
This is the most important rule in Queensland tenancy disputes, and it catches far too many tenants.
If the RTA issues a Notice of Unresolved Dispute on a bond matter, you have 7 days from receiving that notice to apply to QCAT for a hearing [1][6]. You must also notify the RTA in writing that you have lodged the QCAT application.
If you miss either step — the 7‑day QCAT application or the written notification to the RTA — the RTA will automatically release the bond money according to the refund form lodged by the other party [6]. Not the form you submitted. Not a compromise. The other side's form.
Set a reminder the moment the NURD arrives. Lodge the QCAT application and write to the RTA the same day if you can.
Step 2: Applying to QCAT
To apply to QCAT for a non‑urgent tenancy hearing, you need [7]:
- A completed Form 2 — residential tenancy application
- The RTA conciliation reference number
- A copy of the Notice of Unresolved Dispute (NURD) issued by the RTA
- Supporting evidence — the same folder you prepared for conciliation, plus anything new since
- The QCAT filing fee (paid when you submit)
QCAT has a digital case management portal that lets you file applications, view documents, and receive real‑time updates from any device [7]. If you cannot use the online portal, paper application forms are available on the QCAT website.
What happens at a QCAT hearing
QCAT residential tenancy hearings are heard in Brisbane (at QCAT's central registry) or at local Magistrates Court buildings in regional areas [4]. QCAT is a tribunal, not a court — parties must represent themselves [4].
In practice, this means:
- Bring your evidence in an organised folder, with copies for QCAT and the other party
- Be prepared to explain your side calmly; the Tribunal Member will ask questions
- If the dispute is about repairs, QCAT must consider specific factors set out in the legislation [2], and repair orders must be copied to the RTA
- Orders are generally made on the day
For pet disputes, a specific process applies: you must first try RTA conciliation and, if unresolved, attach the NURD to your QCAT application [2].
Disputes between neighbours, or between landlords and agents
Not every rental‑related dispute is within the RTA's scope [1]:
- Disputes between tenants or residents and neighbours go directly to QCAT, not through the RTA
- Disputes between property managers and property owners (for example, commission disputes) are managed by Queensland's Office of Fair Trading, not the RTA
The RTA may also decline to conciliate if it cannot contact both parties, or if factors like physical, intellectual or psychological incapacity prevent one party from engaging fairly [1].
Where to get help before, during, and after
- RTA general enquiries: 1300 366 311 (Monday to Friday)
- QSTARS statewide tenant advice: 1300 744 263
- Tenants Queensland: tenantsqld.org.au — factsheets, advice service, and referrals
- QCAT: qcat.qld.gov.au for forms, fees, and the online portal
For non‑urgent disputes, budget roughly a month for RTA conciliation to complete, then the QCAT process on top if unresolved. Urgent matters are much faster but a narrower category.
Sources and further reading
- [1]Residential Tenancies Authority, "RTA dispute resolution service". https://www.rta.qld.gov.au/disputes/rta-dispute-resolution-service and "Disputes" overview page. https://www.rta.qld.gov.au/disputes
- [2]Queensland Civil and Administrative Tribunal, "Residential tenancy disputes" (overview of QCAT's powers, urgent vs non‑urgent, and repair order requirements). https://www.qcat.qld.gov.au/case-types/residential-tenancy-dispute-process/residential-tenancy-disputes
- [3]Residential Tenancies Authority, "QCAT dispute options and application". https://www.rta.qld.gov.au/disputes/qcat-dispute-options-and-application
- [4]QSTARS, "Solving tenancy disputes – QCAT videos" (QCAT hearing process and regional hearings at Magistrates Court buildings; self‑representation). https://qstars.org.au/tenancies/solving-disputes/
- [5]Residential Tenancies Authority, "Preparing for a dispute resolution teleconference" (conciliation process, impartial conciliators, NURD issuance). https://www.rta.qld.gov.au/preparing-for-dispute-resolution
- [6]Tenants Queensland, "Going to the Tribunal to Solve a Tenancy Dispute" (7‑day QCAT deadline for bond matters, written notification requirement). https://tenantsqld.org.au/going-to-the-tribunal-to-solve-a-tenancy-dispute/
- [7]Queensland Civil and Administrative Tribunal, "Non‑Urgent tenancy dispute" (Form 2 application, NURD attachment, digital portal). https://www.qcat.qld.gov.au/case-types/residential-tenancy-dispute-process/residential-tenancy-disputes/residential-tenancy-disputes/non-urgent-tenancy-dispute/non-urgent-tenancy-dispute