RTB Security Deposit Dispute Workflow: 9 Phases

RTB Security Deposit Dispute Workflow: 9 Phases

A step-by-step Buildium task guide for handling Residential Tenancy Branch (RTB) security deposit deduction disputes. This workflow keeps timelines, evidence, and accounting aligned with BC Residential Tenancy Act requirements, RTB rules, and 3PM Real Estate Services Inc. compliance policies.

Phase 1: OPEN DISPUTE TASK & ASSIGN FILE LEADS
1. Description

Set up the Buildium task and confirm who is responsible for the file.

  • Create a task under the correct rental property and tenant profile.
  • Reference the move-out inspection date and key deficiencies (e.g., grease buildup, wall holes, blind stains, hardwood scratches).
  • Record that the tenant rejected full proposed deductions (e.g. only agrees to cleaning or strata fine).
  • Note that the Property Manager has advised the tenant that 3PM will file an RTB dispute to retain part/all of the deposit.
  • Assign the task to the primary PM and add the Managing Broker as collaborator.
2. Attachments / Evidence
  • Tenant move-out communication log (email / message export).
  • Summary list of damages / deficiencies.
  • Screenshot or note showing task assignment and collaborators.
3. Buildium Notes

Use Work Sessions to track time and review any linked Work Orders that may form part of the claim or tenant counter-claim.

Phase 2: CONFIRM KEY DATES, AMOUNTS & EVIDENCE
1. Description

Make sure all timelines and financial numbers are clearly recorded before filing.

  • Enter the move-out date and the date the forwarding address was received.
  • Confirm and record the total security deposit amount (and pet deposit, if applicable).
  • Record the exact amount the tenant disputes and any counter-proposals they made.
  • Set an internal deadline to file the RTB application – within 15 days of receiving the tenant’s forwarding address.
2. Attachments / Evidence
  • Move-in and move-out inspection reports.
  • Inspection photo link (e.g. HappyCo URL) and key photos exported if needed.
  • Photos showing damages and associated repair estimates or invoices.
  • Email/message threads where the tenant rejects the proposed deduction.
3. Buildium Notes

Continue logging Work Sessions and link any Work Orders that evidence actual repair costs or unresolved maintenance issues related to the claim.

Phase 3: FILE RTB APPLICATION (RTB-12)
1. Description

Submit the RTB dispute to retain all or part of the security deposit.

  • PM files dispute online via RTB portal using Basic BCeID (Form RTB-12).
  • Break down the claim amounts (e.g. repair costs, strata fines, RTB application fee).
  • Ensure the application references inspection reports, photos, tenant emails, and estimates.
  • Calculate and record the refundable balance (if any) from the total deposit.
2. Attachments / Evidence
  • Completed RTB-12 application (PDF or screenshot).
  • RTB confirmation number, date filed, and application fee receipt.
  • Internal summary: items tenant agreed to vs items in dispute.
3. Buildium Notes

Record RTB confirmation number and application fee in Property Notes and code the RTB fee correctly in the property ledger (e.g. to owner or to tenant as awarded by RTB).

Phase 4: RECORD RTB NOTICE & IMPORTANT DEADLINES
1. Description

Once RTB issues the Notice of Dispute Resolution Proceeding, capture all key dates.

  • Record the hearing date and time exactly as shown on the RTB notice.
  • Note the deadline to serve the RTB package and evidence to the tenant.
  • Note the deadline to submit final evidence to RTB (often at least 7 days pre-hearing).
  • Confirm which service methods are permitted in the notice (email, mail, personal, etc.).
2. Attachments / Evidence
  • RTB Notice of Dispute Resolution Proceeding (full package PDF).
  • Screenshot or calendar entry showing hearing and evidence deadlines tracked.
3. Buildium Notes

Add hearing date and all evidence/service deadlines as Reminders or sub-tasks inside this dispute task so timelines are not missed.

Phase 5: SERVE RTB PACKAGE ON TENANT & PROOF OF SERVICE
1. Description

Proper service is critical – document it clearly.

  • Serve the tenant with the RTB notice and evidence using an approved method (e.g. registered mail, personal service, permitted email).
  • Record the service date and service method in the task.
  • Complete the correct RTB Proof of Service form (e.g. RTB-34 / RTB-50).
  • Upload tracking slips, delivery confirmations, or email time-stamps as evidence.
2. Attachments / Evidence
  • Proof of Service form (RTB-34 / RTB-50) filed with RTB and saved in Buildium.
  • Registered mail/courier receipt, email header, or other proof of delivery.
3. Buildium Notes

Clearly note how and when the package was served in Task Notes – this is often the first question an arbitrator will confirm.

Phase 6: HEARING PREPARATION & COMPLIANCE REVIEW
1. Description

Prepare a clear story and supporting documents for the arbitrator.

  • PM reviews all evidence: inspections, photos, repair estimates, invoices, and tenant communications.
  • Drafts a concise timeline: move-in, issues raised, repairs, move-out, negotiation, dispute filing.
  • Identifies relevant RTA sections and policy guidelines to mention at the hearing.
  • Reviews the case with the Managing Broker for compliance, risk, and strategy.
2. Attachments / Evidence
  • Hearing notes / speaking points.
  • Evidence index or checklist showing all documents included.
  • Internal email or checklist confirming Managing Broker review.
3. Buildium Notes

Upload the hearing script and evidence index to the Documents area so a backup PM or broker can step in if needed.

Phase 7: HEARING COMPLETED – AWAITING DECISION
1. Description

Record what happened at the hearing while it is fresh.

  • Note hearing date/time, format (phone/online), and arbitrator’s name.
  • Summarize key points presented by 3PM and by the tenant.
  • Record any procedural comments or warnings from the arbitrator.
  • Note that a written decision will follow and typical RTB time frame.
2. Attachments / Evidence
  • Short written summary of hearing proceedings and main arguments.
  • Arbitrator’s name and RTB file/reference number.
3. Buildium Notes

Add a reminder to follow up with RTB if no decision is received within the expected decision window.

Phase 8: RTB DECISION IMPLEMENTATION & LEDGER UPDATE
1. Description

Apply the monetary order exactly as written.

  • Record the decision date and summarize what the arbitrator awarded.
  • Note the amount authorized to be deducted from the deposit and the amount to refund.
  • Process refund/payment to the tenant per the order and record method and date.
  • Update the tenant ledger and deposit records in Buildium so they match the RTB decision.
2. Attachments / Evidence
  • RTB written decision and any monetary order.
  • Proof of refund/payment to tenant (EFT, cheque copy, or receipt).
3. Buildium Notes

Save the monetary order to both the Tenant and Property Documents areas for future audits, owner questions, or training examples.

Phase 9: FILE CLOSURE & ARCHIVING (TASK COMPLETED)
1. Description

Confirm that the dispute is fully resolved and properly stored.

  • Confirm all RTB directives are carried out and no appeal or enforcement is pending.
  • Ensure inspections, communication logs, RTB application, decision, and payment proofs are all attached.
  • Notify the owner and Managing Broker that the case is closed and fully documented.
  • Set the task status to Completed and tag for future training/QA (e.g. “RTB-Deposit-Case”).
2. Attachments / Evidence
  • Final deposit reconciliation summary (how deposit was applied and refunded).
  • Owner / broker final communication confirming closure.
3. Buildium Notes

This task becomes the single source of truth for any future questions, complaints, or audits about this security deposit file.

Quick Reference Cards

Use these as a fast check before closing the file or when training new staff.

1. Key Timelines

  • File RTB dispute: within 15 days of receiving forwarding address.
  • Serve RTB package & evidence: follow dates in RTB notice.
  • Submit evidence to RTB: typically ≥ 7 days before hearing.
  • Implement decision & refund: as ordered in monetary order.

2. Core RTB Forms

  • RTB-12 – Application for Dispute Resolution (retain deposit).
  • RTB-27 – Condition Inspection Reports (move-in / move-out).
  • RTB-34 / RTB-50 – Proof of Service forms.
  • RTB monetary order / decision letter.

3. Buildium Focus

  • Single dispute task per file with clear naming.
  • All evidence attached: inspections, photos, estimates, RTB docs.
  • Ledger updated to match RTB order exactly.
  • Task closed only when everything is implemented and archived.

Property Manager Training

01
Onboarding Property Manager
02
Maintenance Workflow
03
New Property Onboarding
04
Move In / Move Out
05
Property Off-Boarding
06
Dispute / Eviction