If you are missing a cardholder in the RIW System and the cardholder had an active subscription in the previous system at 28 June 2019, you can lodge a service request to have the new cardholder added at no cost. 

Step 1

Create the missing cardholder in the RIW System following the instructions in the article How does a company add a new cardholder to the RIW System? to step 11 (do not request the ID check). Ensure you upload a recent photograph of the cardholder. If a duplicate profile is found please contact the RIW Service Desk.  Note: The employment request must be accepted by the cardholder in myRIW before proceeding to Step 2.

Step 2

Submit a Missing Worker From Transition Service Request at https://www.riw.net.au/contact-us/request-a-service/, ensuring you upload evidence of a recent subscription payment and a copy of the cardholders current driver’s licence or passport.

Step 3

The RIW Service Desk will perform a manual ID check, exempt the cardholder from the subscription fee for 12 months and order both a physical and virtual card. The RIW Service Desk will send an email confirming that you can commence adding job roles and competencies for the cardholder. 

NOTE: If you are missing a cardholder in the new RIW system, but the cardholder was inactive in the previous system at 28 June 2019, you will need to re-register them as a new cardholder, paying the full new cardholder cost of $100+GST.

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000166425

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