Nicola Doumany



The Residential Tenancies Authority’s (RTA) Dispute Resolution Service (the Service) commenced in 1997 providing a unique telephone conciliation service to resolve residential tenancy disputes in Queensland. The RTA has met the challenge of conciliating over the telephone in a high volume environment, achieving effective and lawful outcomes for parties. The success of the Service is an example of adapting process and utilising technology to develop a free and effective ADR process for tenancy disputes in Queensland. The same strategies utilised by the RTA in adapting its services for telephone conciliation can be applied to further developing the dispute resolution model. The RTA has recognised the need to explore online dispute resolution (ODR) as part of its e-services development, offering multi-channelled services to clients.