How does a Network Operator request communications support?

This article details how a Network Operator can request support from the RIW Program to distribute email communications to specific audiences of Rail Industry Workers and their employers.  The request also captures any actions required by the RIW Service Desk to support the communications.

Network Operators are encouraged to manage their own communications. The Rail Industry Worker Program can support where visibility of the audience cohort cannot be achieved with their permission as per the RIW System Hierarchy and cardholder relationship.

Please allow up to 5 business days for any request for communications.

This instruction applies to the following user roles:

  • Network Manager
  • Network Manager - Read Only


Go to and select category & sub-category mentioned in the below screenshot:


Fill in the service request, noting items marked with an asterisk (*) are mandatory.

If there is an associated change required in the RIW System to support the communications, please ensure this request is captured, even if raised previously with the RIW Service Desk. This will ensure the necessary changes have been implemented prior to communications being sent.


The request will be forwarded to the Metro Trains Australia (MTA) Communications team for action within 5 business days.

NOTE: MTA maintains editorial control. Any substantial changes will be sent for review prior to release.

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