 Okay good morning everyone and thank you for joining us today. My name is Kimberley and I am here with my colleague Hobie. Now he is from the RTA's web services project team. Hi Hobie. Hi Kimberley, hello everyone as Kimberley said I am from the project team and I'm excited to share what we have been working on. Awesome so today's webinar is part one of our part two series all about the RTA web services for boundary funds. Today we are going to introduce you to the RTA's new boundary fund fast track process and we also will demonstrate how you'll be able to update your details online through the web services. The most exciting topic covered today is the boundary fund fast track. It is a new process designed to replicate the current process of downloading and printing your forms and getting everyone involved to sign it. Whether that be sitting around the kitchen table together or scanning and emailing it to each other for signatures. The fast track is the simple digital way for everyone to submit an agreed boundary fund and can be completed in as little as a few minutes. We will also provide you an update on existing RTA web services and other services and the best part is you will have a sneak peek of our new web services launching early December. We have allowed four question and answers at the end of this session today. Now you will notice and I have seen some questions coming through that the questions will be open during the webinar and I'll also be launching some polls throughout also. Now in terms of the questions we will endeavour to answer as many as possible today and we do get a large volume of questions. If your question isn't answered during this webinar please visit our website to have a look at our news section as you will find FAQs, webinars and other information. The RTA values the questions will be back that we receive. You can also call or email the RTA if you have specific questions on 1300 366 301. Brilliant okay I reckon we launch a poll. Toby what do you think? Let's do it. I really am interested to know which groups in the rental sector there are out there today listening in. So I've launched that poll you should see that poll up on your screen. It's always good to give us a little bit of an idea in terms of who's out there and that helps us best tailor our webinar today. Okay brilliant I'll close that poll off now. Thank you all for responding. Just looking at those figures there. It looks like the bulk of our attendees today is the property managers or agents and we also have hello out there to landlords and other members. That's right. Brilliant okay we will move on now and just provide you with a little bit of an update on the Bond Launchment web service. Now the RTA Bond Launchment web service was successfully launched in June. Toby can you tell us a little bit about what the uptake has been like? It's been really good Kimberley. Thousands of customers have transitioned to the new service with around over a third of all bonds currently being watched online through web services. Wow okay great all right well let's move into the new web service as mentioned in early December the RTA is launching web services for bond refunds, bond disputes and updating customer details. Now the suite of digital services is being released together. This is because the services are commonly used together at the end of a tenancy. Now web services will offer the 100% digital fast-track option as I mentioned for agreed bond refunds. That's right and if the bond is reduced during the tenancy for example for a rent reduction the new online refund service caters for this. I will point this out during our sneak peek. Okay now following the launch of the successful launch of digital launchments the RTA as I mentioned will be offering bond refunds through our web service. I have a video here today it's of Sam Pangelli the director of RTA customer experience talking a little bit about the development of the web services. So now we're working on refunds so we have decided for the next release that we're going to release a suite of forms together so the reason why we've done that is we're conscious that at the end of a tenancy there can be multiple touch points with the RTA. It can involve multiple processes and filling out multiple forms and we wanted to provide an experience that can be a bit more seamless and an entirely digital so 100% end-to-end strategy device. So we're releasing together the bond refund form, the bond dispute form and update your details form because that's typically what customers look to do with SMPM at the tenancy. Okay excellent now in just a moment we will demonstrate actually how to submit that digital refund and just to let you know that the video the digital refund will pick up from the RTA refund form. Looking there is screen you will see all of our web services that will be accessed from the RTA website so always going through to the RTA website to access our services. You can see there at the moment we know we have the lodger bond service and after the launch we'll have the refunder bond and update your details. So launching from our webpage you'll then be asked to read and accept the RTA's terms and conditions and once you've done that you'll be directed to the QGov website you can see that down there in the low lower right hand corner of your screen. Now this is where you'll be asked to either login or register and once you have done that you are taken through to the RTA digital form to complete. Now don't forget you can find out more on how to register with QGov on our website or call our contact centre. Also too it is important to note that you do need a unique email account to create a QGov login and to access the RTA web services. Now this is to ensure I'm assuming Hoby the security and privacy of all online transactions. That's absolutely right yes and our data from our earlier poll shows that our largest group of attendees today are managing parties. So today we will demonstrate the digital refund submission from a managing parties perspective. Okay let's play that video. So starting off here you'll have come from the QGov website and onto the RTA website here. You'll elect the bond refund option. It's something that you can go continue on from a previous form you were going with but on this one we're going to start a new form. There's a helpful hint explaining the options here. You'll select what your relationship is to the bond then next screen display some information about your QGov account. You can elect someone else if you're not the contact person for this refund and enter in their details. For this example we'll put in yourself so you can also put in a phone number. You'll continue on. Here you'll put in the details to do with the relevant bond. So you'll put in the bond number as well it'll last for the RTA ID for the bond. You can enter that in. Okay then continue on. It'll return some information about the bond you're attempting to refund. You'll confirm that also like another one. Then you'll identify which type of refund you're wanting to do. There's some information and helpful hint explaining the two options we provide. Much like our pay-per-form you'll need to put in the date for when the notice of any the tenancy has been issued. If there hasn't been a notice ending the tenancy you can select no and it'll provide a box there where you can put in when the tenant left or vacated the property. For this example we'll just use the notice continue on. Here it'll ask you if you discussed the refund with the tenant of the property. The RTA encourages parties to discuss the bond refund process. It's just some more information about that. You can select no it'll still let you on but in this example we'll say yes. Here you can select if you want to claim any of the bond. So for this example we do. Here is a list of the claims that you can make. So we have a list of all the possibilities that you can claim for and then on top of that you'll put in some claim amounts that you wish to claim from the bond. You can also add another claim reason in from the same drop-down box. You can also remove one you've previously entered and down the bottom there'll be a breakdown of the claim you're wishing to make on the bond. As well some information on how you can get paid. Once confirmed you'll continue on to the refund allocation page. This is where if it's more than one tenant you can allocate different amounts of different parties as well. If there's another party that you wish to allocate money to some more helpful hints about what a third party is you can allocate money to them. Once confirmed continue on then there's a summary page so we do suggest that you do confirm this information and just double check make sure that everything you're providing is the correct amounts. If you have made a mistake on here you can then navigate back to the previous screens by clicking on the titles on the left here. So you can confirm these details once complete come back to the summary and then you can then submit. Here it will confirm that you have submitted your bond refund request and there's some more information about the process as well. So you can print your summary or give feedback on the form or submit another form as well. Excellent thank you Hoby. Now the diagram you can see here shows where you are in the process once the form has been submitted. You may have noticed in the video that diagram and the diagram does display at each stage of the digital refund process and we also include that diagram on all of your email notifications. So this is just for ease of keeping track of where you are in the bond refund process. Hoby I noticed you accessing the information along the way there. I think you mentioned helpful hints. Yes Kimberly there are helpful hints on all of our forms to assist with completing the web services. Okay and we did see that from a managing party or an agency perspective their organization. Are there any key differences if I was a tenant submitting the form? The only differences between the forms are the wordings between the forms but the process and the path of the form is the same. Okay so more words tailored more to the tenants. Absolutely that's right yeah. Excellent okay now after the bond refund is submitted you will notice in the diagram the new fast track. We have a video of Sam speaking again further around the concept which is new to the RTA. So fast track is a process that we came up with to replicate digital agreement. I guess we had a couple of key design challenges in converting the paper form to a digital form. One of them was that two-thirds of the forms that we currently receive completely agreed. So when we receive them we can see that everyone signed that form they've talked about it and all we need to do is process that payment for them. How do we replicate that in a form that one person for this one person submits. So fast track is a solution that we've come up with that replicates everyone getting around the same table signing the paper form. So once that person submits the digital form to us we generate digital workflows to everybody else and it's their opportunity to say we've talked about this we agree you can proceed straight to payment. So we give them a small window of 48 hours to respond to that fast track. If we don't get a response or they tell us that it's the first they've heard of it they don't agree with it then the normal notice of claim process commences. Okay so Sam Pangelli they're talking about the exciting new fast track process. If you are having any difficulties hearing that video we are going to go through some more of the particulars now. As I said this is an exciting new process for the RTA. So really the process replicates where you and a tenant would have ordinarily jointly signed a refund form and have all agreed. Is that right Hobie? Yes and as Sam said that is over two-thirds of the bond refunds the RTA currently receives. Okay so the new fast track process will become the fastest and most convenient way to complete agreed refunds which is the largest portion of refunds. Yes that's right. Okay so what do we know fast track is a 100% digital end-to-end option to submit a refund agreement. There'll be no more chasing up signatures on a paper form if you choose this option and the RTA confirms the agreement. Now only one person submits the digital refund and the RTA requests the information from the other party so they'll no longer be chasing up bank account details for tenants example. That's right yes. Okay now the agreed bond refund can be processed in minutes now the fast track process is only open for 48 hours so that means if we do not receive all responses or if the refund is not agreed the usual notice of claim process will commence. Now this can be done in minutes. Can you run me through how this is possible Hobie? So the RTA notification goes out straight after the refund is submitted and if everyone accesses their emails and responds right away it's that easy. Okay all right so say for example currently managing parties and tenants all need to sign the paper refund now once they do that they can upload the signed refund. So for example if a signed refund form is uploaded on our website existing process there still needs to be time allowed for for RTA processing. Yes and if the refund form is posted there is postage timeframes plus RTA processing timeframes before the refund can be finalised. Okay so basically the existing process of an agreed refund form takes a number of days. That's right yes and and providing all of the information on the form is legible and not with missing information so this can delay the process even longer. So after the discussions are had up front about the boundary fund they decide who will submit the form and everyone else ready to receive their RTA email notification this process can be done in a matter of minutes. Okay great now we do have a video here for you on how easy it is to respond to a submitted refund. When another party submits the refund you will be notified immediately as Hobie said. Now you will receive an email now Hobie that email on my right contains a link that will take you directly to the web services page. Exactly we will show you now how easy it is to respond to the boundary fund and fast track to agreement. This video picks up from where you would have clicked the email link and have been directed to the RTA fast track web service. So you'll arrive on the RTA page here you'll enter in your organisation's RTA ID another helpful hint about that RTA ID. Your QGov details will be populated you can also add a phone number as well and here you'll have a breakdown of what the refund allocation is. You'll also be able to see the claim reasons and you'll also need to select if you wish to agree to fast track the refund. And then here's the summary page once again confirming the details like the other forms you'll be able to navigate back to previous screens if you wish to change any information. And then you'll be able to click submit if you've confirmed these details and then some information about the process will be on the screen. So then that's basically the fast track process. Excellent. Okay. Lots more helpful hints along the way I noticed. Now for all of you out there what do you need to remember if you're wanting to fast track an agreement. So you want to make sure you've had the discussion and ensure everyone agrees. Now also it is important to know your RTA ID and your bond number. Now a bit of a reminder the RTA recently emailed managing parties and tenants with their RTA ID and bond numbers. So if you haven't received a good idea just to check your junk mail or you can always find the RTA contact centre. Now it is important to decide who will submit the refund and exchange current email details. And the other is not submitting the form obviously being ready to access their RTA email notification. The faster the responses the faster the refund. Is there anything else maybe Hobie that they need to know? Remember the fast track option expires in two days. Everyone must respond and agree for the refund to be fast tracked. If a bond party chooses not to fast track the refund or does not respond the RTA will start a formal notice of claim process. That's all covered in our next webinar. The RTA will keep everyone updated along the process with email notifications. Okay so that wraps up the bond refund and the fast track. I might launch another poll now Hobie. Let's have a look here. Let's find out any other polls there. Okay it appears that poll's not working. We will would be interested to find out. We do have a survey at the end of today's webinar to find out how you found the bond refund and fast track process. And there will be an area there for you to make comments. But certainly interested to find out if you found that process easy to understand. Today obviously is an introduction and an overview of those processes. And more of those details can be found. Information can be found on our website after the launch. And we do have a trained web services help desk through our contact centre. They can actually walk you through each of the processes included including QGov. And walk you through those processes. So certainly and if you are seeking some more information on bond refunds or the fast track process that's a good idea of where to access that information. So if we assume that everybody agrees Hobie and everyone agrees they have responded to the fast track they've chosen to fast track their refund. What happens next? So the RTA automatically releases the payment when all responses are received and agreed. So tenants and less willers are prompted for their own mech account details during the fast track process. If we do not have account details the RTA will contact the individual. Pay should allow for weekends, public holidays and usual bank processing times when waiting to receive their money. Excellent. Okay so let's move on now to the other service in this suite of services we will be releasing in December updating your details. Now we know Hobie at the end of a tenancy. Our customers details are outdated especially when long-term tenancies are concerned. That's right yeah that's right. So the new digital update your details web services, streamlines processes and eliminates pay performs. And I'm assuming it proves the end of tenancy experience for everyone involved. Absolutely yeah. And as Sam mentioned earlier in the webinar it makes sense for us to couple updating your details with the release of the digital bond refunds. That's right. Now also pay performs just for you out there. Pay performs will continue to be accepted for our customers who do not have access to RTA web services. That's right. Now let's see it in action Hobie. We've got a video here. So this video is of an agent updating their details. Okay. So much like the other forms you'll arrive at the RTA page after going through QGov. You'll confirm what customer type you are. Some more helpful hints about those types. You'll identify that you're not a new organization, that you are a new one in this example. You're entering your organization's RTA ID. As well for security purposes we'll ask for a bond number that you manage. So you'll enter that in. And then on to the verification code. So we'll send a verification code to the email for your organization. You'll then need to retrieve that code and put it into the box there. Once that's complete, you'll then be able to provide other information or update your details. So your email address, phone number, mobile number, address as well. You can update the physical address as well as the postal address or just one of them. And then your bank details. So you'll be able to update the bank details the RTA holds. And then you'll be able to just confirm what you've put in here. So once again we suggest that you thoroughly check these details before you do them. And if you need to update any details, go back to a previous screen and click the authorize these details being changed. That's it. Excellent. That looks fairly straightforward, Hobie. I guess it is important if you are a managing party to make sure when you're completing this service, you have access to that main agency email listed on the RTA records. Yes, that's full added security for your business to ensure that details can only be updated by those with permission. Okay, and is there anything else maybe that we need to know? So the author of the request will always be asked for an email address. You will only be asked to update the physical address if the address is different to the postal address we have on record. The new customers will use a service moving forward to before submitting a lodgement or starting to do business with us. Excellent. So certainly important checking those screens, making sure the information you have entered is great. That's right. Because our systems will be updated with that information if you submit that through. Okay, now what happens if you cannot access RTA web services or if, for example, your tenants cannot access web services? The RTA does encourage tenants, property owners, and managers to lodge rental bonds online and refunds when that is launched. As it is more secure, it is convenient and it is faster for all parties. But we do understand there are instances where our customers cannot access web services. So that might be they don't have a computer and they're unable to get assistance from family or friends or get down to a local library. Now paper forms are still available to download from the RTA website or you can order a form by phoning the RTA contact center on 1300 366311. And it is really important to note paper forms will continue to be accepted via post. That service is still available. This web services is just an added service for our customers out there who have told us that they're wanting to transact with us online. Okay, so RTA services update. So we have mentioned today the big news, RTA web services bond refunds we know is happening in December. It is important to look out for RTA information regarding this. Okay, the launch details and things like that will be coming out in the coming days. A reminder, the RTA will no longer print bulk forms and publications from the 1st of January 2020. Also too, with the launch of web services bond refunds, the bond refunds service will replace the existing upload facility for scanned paper refund forms from the 1st of February 2020. And also very exciting, there will be more web services in the pipeline next year. Now just a little bit of a summary on the web services for bond refunds. We've seen that it is today a fast, efficient and a secure way to do business with the RTA. Just a reminder out there, if you haven't registered for QGov, please do so. And we encourage you to encourage your tenants or your managing parties, landlords etc. to register also in readiness for the launch. Now it's also to remind you must have a unique email address. That's really important. And you must register for QGov to use the web services. Also web services process is run via RTA electronic notifications. So that could include your notice of claim or your notice of unresolved dispute or your acknowledgement of rental bond. So remember, some of these notifications are time sensitive. So it is really important to check your emails regularly. So that wraps up our sneak peek and add discussions around the bond refund web services and fast track. We might launch into some questions. Thank you so much for sending through your questions there. We've got a heap to cover, as I said. We will endeavour to get through these. Now if your questions haven't been answered through the webinar, don't forget to jump online. You can also watch this webinar again and view those sneak peeks again if you'd like to see those. All right. Let's take a bit of a look at these questions. Now in terms of QGov, a number of you have been asking about QGov, specifically why we're using QGov. Now it is a way to verify your signature digitally. Okay. Now it is a Queensland Government Service and it offers the opportunity to verify your signature as a substitute for your paper signature. And it also helps us keep your transactions online secure. You've also mentioned here we've had some questions around water for talent can't register for QGov. Now in terms of not being able to register for QGov, Hobie, certainly post is still an option, isn't it? Yeah, so that's a key thing we want to put here is that the post and the paper processes will still exist. We're not taking those processes away. We're just adding in new ones for those clients that wish to use those processes as well. For example, if you don't have access to QGov website, you'll be sent an email notifying you that a bond refund request has been lodged. If you are unable to access a QGov site to respond to this, you'll automatically be sent an email with an attached notice of claim form after 48 hours. So the normal process will continue. We're not changing that normal process. You can fill in this form and post it to the RTA and what we use is to process your refund. So much similar as what we currently do. And also too for international students out there, for example, registering for QGov does occur online. However, we do encourage international students to contact QGov because they may be able to submit forms of identification, not accepted online. Directly with QGov. So always contacting QGov for alternatives to that online registration process. Now, we've had some questions around printing your summary or your bond submission. I thought I did see a section there that said print my... That's right. So on all of the summary screens, after you've submitted from that summary screen, you'll be able to print a summary. So we recommend printing to PDF or saving an electronic copy of this summary rather than printing a hard copy to help reduce waste. If you're using an iOS or Apple device, we recommend using Safari as your preferred web browser, but all clients will be able to do that on that screen. Okay. A little bit more about the fast track here in terms of some of you have asked what happens if a party doesn't agree. Now that will be covered in next Thursday's webinar if you haven't registered, please do so. That's all about the dispute and notice of claim process. Now, if a party doesn't respond, for example, or the fast track period ends, hope I'm assuming situation normal. Absolutely. So it continues on to the same notice of claim process that we do. So it starts as soon as 15 minutes after the last party listed on the bond has responded. As per the legislative process, all parties have 14 days to respond to the notice of claim. Brilliant. Okay. So certainly parties disagreeing or parties who don't respond, we will not be doing anything and the notice of claim process will commence. Absolutely. That's right. Excellent. Okay. We've probably got time for one more question. Thank you so much, guys, for your questions here. And to anything else that we do get through, we will analyze and review and it will form part of our frequently asked questions section on our website. So thank you so much. Now, if you've submitted a digital form using the RTA web services and didn't receive your acknowledgement, please make sure that you check your spam or junk email box. Okay. So acknowledgements do go out once payment is received with the RTA, but certainly please check your spam or your junk email box. Or of course, give us a call on our contact center number on 1300 366311. We understand that those acknowledgements are important to you for your records and certainly we would look into this for you. Okay. All right. So thank you so much. We will need to wrap up today. Please stay on the line. Once I close the webinar, we do have a quick survey. And as I mentioned, your feedback is really important to us. So please stay on. I will close the webinar, which will then trigger a survey for yourselves before you close out. From on behalf of Poby and I, we do really appreciate your attendance today. Don't forget to register for part two webinar if you haven't already. Thank you so much again. Yeah. Thank you very much. Thanks guys. I will close the webinar now.