This article details how to manage a competency that has been rejected at the verification stage.

When a competency is rejected, the RIW System User who submitted the evidence will receive email notification that the competency has been rejected.  Please refer to the Rejection Reasons & Remediation table at the end of this article for a list of the standard rejection reasons and remediation advice.

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This instruction applies to the following RIW System User Roles: 

• Advanced Project Admin
• Employer Admin
• Employer Admin - No Payment
• Project Admin
• Site Admin

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Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials. 

Step 2: Evidence Verifications

On the Main Dashboard, click on the Evidence Verifications shortcut under the Assessment & Verification tile. The number of rejected verifications will be identified by a blue box notification next to the Evidence Verifications shortcut.

Step 3: Pending Competencies to be Verified

The Pending Competencies to be Verified screen will display, and all cardholders pending verification will surface. To see any rejected verifications, select Rejected from the drop down menu and click Search.

A list similar to below will surface.  Scrolling to the right of the screen will show a short description in the Rejection Reason column. (note: this detail is only available for verifications rejected after 9 April 2021).

Step 4: View Verification Notes 

To view more details about the rejection, highlight the record and click on View Verification Notes button. A Verification Notes pop-up will appear, detailing the date of rejection, the short rejection reason and rejection reason notes.  If the verifier had any additional notes, this is located in the Verification Notes box. This may include additional notes on the rejection and/or instructions on how to rectify the issue.  

To close the Verification Notes window, click on the X on the window.

Step 5:  View cardholder profile

Once the reason for rejection has been determined, select the cardholder by ticking the Select check box next to the required record, and then click on View Person to be taken to the cardholders profile.

The cardholders profile will now display. 

Select the competency type (National, Employer, Network-Based, Project-Based, Site-Based or Zone-based) from the left hand side menu. This will bring up the cardholders valid competencies. Select Show All to view the cardholders pending or rejected verifications, which will display in red.

Step 6

To view the notes relating to the rejected competency, select the icon next to Verification Rejected.

Step 7

This will display a pop-up with the rejected verification notes. The Verifications Team will provide a reason for the rejection and instructions on how to rectify the issue relating to the competency.

Step 8: Re-award competency

Once the reason for the rejection has been addressed, re-award the competency, ensuring the rejection reason has been addressed.

Fill in the fields with the competency name by starting to type in the competency field. This will provide a drop-down list. Select the most appropriate competency (which may be the same as the rejected competency). Enter the Award Date then select Add.

Step 9: Upload evidence

Upload the required competency evidence by clicking on Select files and following the prompts. Then choose Standard or Fast Track processing, noting that fast track costs $55+GST for an 8 business hour turn around.  Click on the Add button once complete.

If Standard is selected, the pending verification will display next to the competency name in the cardholders profile. Generally standard competencies are processed within 48 business hours.

Step 10: Fast Track

If Fast Track was selected, the Shopping Basket will display for payment of the fast track fee.

Note: if multiple competencies are required to be fast tracked for the cardholder, continue to add competencies (up to 20) before finalising payment.

Proceed to the Checkout for payment. 

Once paid, a confirmation of the transaction will be displayed.

Step 11: Monitor verifications

Competencies can be monitored for verification by returning to the Main Dashboard and clicking on the Evidence Verifications shortcut as described in Step 2.

Rejection Reasons & Remediation

Rejection Reason	Rejection Note & Remediation
Incorrect personal details	This competency was unable to be verified as the personal details shown on the evidence do not match those recorded against the worker's RIW profile. Please either contact the issuer and submit new evidence or resubmit the evidence along with a statutory declaration.
Incorrect date of birth	This competency was unable to be verified as the personal details shown on the evidence do not match those recorded against the worker's RIW profile. Please either contact the issuer and submit new evidence or resubmit the evidence along with a statutory declaration.
Incorrect evidence	This competency was unable to be verified as the evidence provided does not meet the business rule. Please either contact the issuer and submit new evidence or contact the RIW Service Desk for further information.
Insufficient evidence	This competency was unable to be verified as the evidence provided does not fulfil the requirements of the Business Rule. Please either contact the issuer and resubmit with required evidence or contact the RIW Service Desk for further information.
Competency no longer awardable	This competency has been made non-awardable by the owner. Please refer to the job role screen on the worker’s RIW profile and add the correct version of the competency. Alternatively, please contact the owner of the job role for further information.
Unit code missing	This competency was unable to be verified  as the evidence provided does not fulfil the requirements of the Business Rule. Statement of Attainments must show completion of the unit listed in the competency title in order for this competency to be verified. Please either contact the issuer and resubmit with required evidence or contact the RIW Service Desk for further information.
Incorrect competency selected	This competency was unable to be verified  as the evidence provided does not fulfil the requirements of the Business Rule. Please either contact the issuer and resubmit with required evidence or contact the RIW Service Desk for further information.
Evidence expired	This competency was unable to be verified  as the evidence has expired. Please contact the issuer and resubmit with required evidence.
Evidence altered	This competency was unable to be verified  as the evidence provided has been altered. Please contact the issuer and resubmit with required evidence or contact the RIW Service Desk for further information.
Evidence illegible	This competency was unable to be verified as the evidence provided is illegible. Please resubmit with a clearer copy of the evidence required to meet the Business Rule.
Refer to issuer	The RIW Service Desk is unable to verify this competency. Please refer back to the organisation that issued the certificate.
No primary employer	This competency was unable to be verified as the cardholder does not have a current primary employer. Please resubmit after the cardholder gains primary employment in the RIW System.
ID Check is pending	This competency was unable to be verified  as the cardholder does not have a current ID check. Please resubmit after the ID check has been completed.
Incorrect network for competency	This competency was unable to be verified,  as the incorrect Network has been selected. This competency is defined to a specific Network and should be awarded to that Network before resubmitting.
Other - See notes	Free text for verifier to add notes.

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030110

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