How can I contact the RIW Service Desk?

The RIW Service Desk provides customer assistance 24 hours a day, 7 days a week, 365 days a year. Business processes such as competency verification, rail health (medical) assessment uploads and escalations occur during business hours only.


1300 101 682


Service Request

We have a number of dedicated service requests which can assist companies and cardholders to provide all the required information to fulfil a request.

Our service requests include the following:

For companies and Network Operators
  • Upload Medical Certificate 

  • Fast Track Medical 

  • Upload Additional Medical Information 

  • Manual ID Check 

  • Overseas ID Check 

  • Request to unlock RIW account 

  • RIW card issues (Missing, Lost, Virtual) 

  • E-Learning Request for Non-RIW Cardholder 

  • Upload / Design new E-Learning course for RIW E-Learning Platform  

  • Request cardholder certificates 

  • Assessor Account Creation/Alteration to scope of assessments 

  • Job Role Management 

  • Competency Management 

  • Competency Amendment 

  • Request Additional Medical Information Type 

  • Notification of shut downs, occupations, or possessions 

  • Request to become a verifier 

  • Request for update to AHP or Assessor log in to enable the switcher 

  • E-Learning Request for RIW System Microsoft Power BI Reporting 

  • Customised report creation 

  • Request onsite training and system administration 

  • Customised Training Material Creation Request 

  • Request for dedicated Project Manager 

  • Complaint or Feedback 


For sites with hardware (Kiosks, Tablet and Turnstiles)

  • RIW Hardware Technical Support
  • New device set-up
  • Relocation of RIW hardware
  • Request hardware

For Authorised Health Professionals

  • AHP Management (Registration, Update, Delete, Login)
  • AHP Request to Delete Medical File
  • Request for update to AHP or Assessor log in to enable the switcher

For Registered Training Organisations

  • RTO Management (Registration / Login / Delete / Update Details)
  • Upload / Design new E-Learning course for RIW E-Learning Platform
  • Competency Management

For RIW cardholders

  • RIW card issues (Missing, Lost, Virtual)
  • Request to unlock myRIW account 
  • Cardholder Work Experience Log Book
  • Cardholder Dispute or Appeal (National or Network block, job role suspension or competency suspension, job role assessment or medical/drug & alcohol assessment)
  • Request cardholder certificates

To submit a service request, go to

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