This article details how to manage a competency that has been rejected at the verifications stage, reasons for rejection and the remediation process.


Step 1

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


Step 2

On the Main Dashboard, select Evidence Verifications under the Assessment & Verifications heading. Rejected verifications will be identified by a blue box notification next to the Evidence Verifications shortcut.



Step 3

The Pending Competencies to be Verified screen will display all employee pending verifications. To see any rejected verifications, select Rejected from the drop down menu and hit search.



Step 4

Highlight the rejected competency and select View Person.




Step 5

The cardholders profile will now display. Select either National Competencies or Network-Based Competencies on the left hand side menu. This will bring up the cardholders valid competencies. Select Show All to view the cardholders pending or rejected verifications.



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

Once the reason for the rejection has been addressed, re-award the competency which is at the top of the each competency screen on the left hand side menu of the cardholders profile. 

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 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

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.


Step 11

Proceed to the Checkout for payment. 



Step 12

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



Common Rejection Reasons

Follow steps 1-7 above to navigate to the cardholders profile and review the rejection reason.


Incorrect award date or expiry date


Scenario: The award date entered in the RIW system is different to the award date on the evidence document provided, resulting in the rejection.

 

What to do now? For the verification to be approved on the next re-submission, complete the below steps:


Step 1

Once you have navigated to the cardholders profile and viewed the verification note, a new competency will need to be uploaded. This is due to the inability to change the award date selected in the previous upload.

Once the correct award date and evidence that addresses the reason for rejection is available, Award a New Competency. This option is at the top of the each competency category screen on the left hand side menu of the cardholders profile.



Step 2

Search for the competency by typing the name in the competency field. This display a drop down list. Select the correct competency (this will be the same as the rejected competency, unless specified in the rejection note). 

Enter the correct Award Date then click Add.



Step 3

Upload evidence by clicking on Select files.  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 to complete.



Incorrect competency

Scenario: A Metro Contractor Safety Recertification (TTSA Renewal) was uploaded to the Qualified.MTM Safely Access the Rail Corridor competency. You have either:

 

  1. Uploaded the MCSR (TTSA Renewal) to the wrong competency, or
  2. Uploaded the incorrect evidence to the correct competency (if this is your option skip to 3. Incorrect Evidence)

 

What to do now? If the reason is option a), complete the below steps to gain approval on resubmission:


Step 1

Navigate to the cardholders profile to Award a New Competency, which is at the top of the each competency category screen on the left hand side menu of the cardholders profile.



Step 2

Search for the competency by typing the name in the competency field. This will provide you with a drop down list. Select the correct competency (this will NOT be the same as the rejected competency). 

Enter the correct Award Date and then click Add.



Step 3

Upload evidence by clicking on Select files.  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.



Incorrect Evidence

Scenario 1: A cardholders HR Driver’s License was uploaded under a HC Driver’s License. The evidence uploaded does not match the business rule resulting in a rejection.

 

Scenario 2: Evidence has been uploaded in the wrong format i.e. screenshot from a cardholders phone of an email of competency completion. As this does not meet the requirements for the business rule, it resulted in rejection. 

 

Scenario 3: Evidence has been uploaded into a competency that requires specific Certifiers, however the evidence that was uploaded was not completed by one of the listed Certifiers. The evidence will be rejected as it does not match the business rule requirements.

 

What to do now? For the verification to be approved on the next re-submission, complete the below steps:


Step 1

Navigate to the relevant competency on the cardholders profile, select the evidence iconA box will pop up with a field to upload the new evidence.


Step 2

Attach the correct evidence. It is recommended that the new evidence name be something easily identifiable as the newest piece of evidence. i.e. date/evidence.pdf



Step 3

Once all the changes to the competency have been made, go back to the Pending Verifications tab on the home menu, select the rejected competency and click resubmit.



Incorrect name

Scenario 1: An evidence document for a competency was uploaded with the name John Jacobs, however the cardholder profile is Michael Smith.

 

Scenario 2: An evidence document for a competency was uploaded with the name John Jacobs, however the cardholders name is John James as he has legally changed his name since the completion of the evidence.

 

What to do now? For the verification to be approved on the next re-submission, complete the below steps:

 

NOTE: If the cardholder had a name change, a statutory declaration, marriage certificate or change of name certificate to demonstrate evidence of the name change will also need to be uploaded. 


Step 1

Navigate to the relevant competency on the cardholders profile, select the evidence icon: 

A box will pop up with a field to upload the new evidence.


Step 2

Attach the correct evidence. It is recommended that the new evidence name be something easily identifiable as the newest piece of evidence. i.e. date/evidence.pdf



Step 3

Once all the changes to the competency have been made, go back to the Pending Verifications tab on the home menu, select the rejected competency and click resubmit.



Missing or non-matching signatures

Scenario: An unsigned evidence document has been uploaded and the business rule states that the evidence must be signed. Since the document isn’t signed, the verification is rejected.

 

What to do now? For the verification to be approved on the next resubmission, complete the below steps:


Step 1

Navigate to the relevant competency on the cardholders profile, select the evidence icon: 

A box will pop up with a field to upload the new evidence.


Step 2

Attach the correct evidence. It is recommended that the new evidence name be something easily identifiable as the newest piece of evidence. i.e. date/evidence.pdf



Step 3

Once all the changes to the competency have been made, go back to the Pending Verifications tab on the home menu, select the rejected competency and click resubmit.