RTA Dispute Resolution and QCAT for Brisbane Renters: When Conciliation Applies, When It's the Tribunal, and What Evidence to Bring

Most tenancy disputes in Brisbane — like everywhere else in Queensland — go through the same two-stage system: free conciliation through the Residential Tenancies Authority (RTA) first, and the Queensland Civil and Administrative Tribunal (QCAT) if that doesn't resolve things. Some disputes can skip straight to QCAT. This guide sets out exactly which is which, with no interpretation beyond what the RTA and QCAT publish.

What the RTA's dispute resolution service actually does

• It's free conciliation, not a decision-making process. The RTA cannot decide who's right — it can only help both parties reach their own agreement.
• Participation is voluntary — either party can decline to take part.
• The RTA facilitates disputes between property managers/owners and tenants/residents. Disputes between a tenant/resident and a neighbour are handled by QCAT, and disputes between a property manager and a property owner are handled by the Office of Fair Trading — not the RTA.
• The RTA resolves over 75% of conciliated disputes where both parties agree to participate.

How the process works

1. Lodge a Dispute Resolution Request (Form 16) with the RTA.
2. The RTA notifies the other party and assigns a conciliator.
3. A conciliation teleconference is held — the RTA conciliator calls from a secure line starting with "07." Conciliators are impartial and do not decide the outcome; they facilitate the conversation.
4. If an agreement is reached, the conciliator confirms the outcome in writing (email or letter).
5. If no agreement is reached, or one party won't participate, the RTA issues a Notice of Unresolved Dispute (NURD) to the person who lodged the original request.

Evidence for a dispute (photos, receipts, condition reports, correspondence) should be provided directly to the other party, not to the RTA.

After a Notice of Unresolved Dispute: applying to QCAT

Once a NURD is issued, the person who lodged the original dispute can apply to QCAT for a formal decision. A few things to know:

• Timeframes to apply differ by dispute type — check the date stated on your NURD.
• For bond disputes specifically, you must apply to QCAT within 7 days of receiving the NURD, and you must also notify the RTA in writing that you've lodged the QCAT application by that due date. See our guide to bond disputes in Brisbane for how this plays out step by step.
• If a bond dispute isn't taken to QCAT within that window, the RTA will pay out the bond according to the original refund request that was lodged — not a compromise, and not automatically in your favour.
• The applicant is responsible for the QCAT filing fee and must provide copies of the application — one each for QCAT, the applicant, and the respondent.
• Once a matter is with QCAT, the RTA is no longer involved and doesn't have access to what's submitted to the tribunal.

Urgent vs non-urgent disputes

This distinction determines whether you can go straight to QCAT or must try RTA conciliation first.

Urgent tenancy disputes can be lodged directly with QCAT, with no requirement to attempt RTA conciliation first. Examples include:

• ending a residential tenancy or rooming accommodation agreement — including breaking a lease early on excessive-hardship grounds, or disputing a Notice to Leave believed to be retaliatory
• applications relating to excessive hardship
• emergency repairs, or repairs affecting a tenant's health and safety
• removing a tenancy database listing.

Note: "urgent" describes the type of matter, not a guaranteed fast-tracked hearing — QCAT does prioritise these, and they're typically heard within a few weeks depending on caseload and location.

Non-urgent tenancy disputes must go through RTA conciliation first, and QCAT will not accept the application unless a NURD is attached. Examples include:

• bond refunds and compensation claims
• general disputes about the tenancy agreement or breach notices
• routine repairs, locks and keys, or service charges
• rent decreases and rent increase disputes
• minimum housing standards disputes
• disputes about attaching fixtures or making structural changes.

What happens at a QCAT hearing

• You apply using Form 2 (Application for a Minor Civil Dispute – Residential Tenancy Dispute).
• For a non-urgent matter, you attach your NURD to the application.
• QCAT gives a copy of the application to the other party, and all parties then receive a notice with the hearing date, time and location.
• QCAT makes a binding decision and can issue orders — for example about bond refunds, compensation, repairs, or ending a tenancy.

Preparing your evidence

Whether you're heading into RTA conciliation or a QCAT hearing, the same categories of evidence matter:

• your tenancy agreement
• entry and exit condition reports
• copies of any notices (e.g. Notice to Remedy Breach, Notice to Leave, Entry Notice)
• receipts, invoices and photos
• written correspondence (emails, text messages, letters) with dates.

References

• RTA — RTA dispute resolution service
• RTA — Online tenancy dispute resolution
• RTA — QCAT dispute options and application
• RTA — Beyond dispute resolution: next steps with QCAT (podcast)
• RTA — Preparing for a dispute resolution teleconference
• QCAT — Residential tenancy dispute process
• Queensland Government — How to apply to QCAT for resolution

This guide summarises rules published by the Residential Tenancies Authority (RTA), the Queensland Civil and Administrative Tribunal (QCAT), and the Queensland Government at the time of writing. Live in Brisbane is an independent project and is not affiliated with the RTA, QCAT, or the Queensland Government. For advice on your specific situation, contact the RTA directly on 1300 366 311 or visit rta.qld.gov.au.