The RIW Pricing Model came into effect on 29 June 2021. The model ensures the RIW Program is sustainable and equitable for all, making it easier for companies to manage costs as needs change over time. As a result of the new pricing model, companies will now only pay for the cardholder fees they need.  

In order for a company to purchase MTA’s Services or to use the RIW System, they must first agree to the Company Registration – Terms and Conditions, plus pay for any cardholder fees as detailed in Schedule 1 – Part A.  

MTA also offers a range of additional services to support an organisations use of the RIW System, which are are set out in Schedule 1 – Part B.

This article will focus on cardholder fees.

Cardholder fees payable by RIW Participant Organisations

As detailed in Schedule 1 - Part A of the Company Registration - Terms & Conditions

Note: Card re-issuance is required at the anniversary of the initial registration of the cardholder in the RIW Program, which is subscription end date anniversary that precedes the current card expiry date by less than 12 months.

This is required due to the fact that the RIW cards must not exceed 5 years in circulation due to the life expectancy of the smart chip in the card. 

No ID Check is required at the 5th anniversary, however they are required on the 10th anniversary as per RIW Program requirements.

Guide on how to determine cardholder fees at time of transaction

To help in determining cardholder fees, please refer to the below table for some simple calculations.

To assist in determining a company's expected RIW fees for a year, please refer to our RIW Knowledge Centre article How can a company calculate RIW fees?

Additionally, companies can view our article What can a company do to reduce RIW fees? for some tips on managing RIW fees.

Article Link:

https://support.riw.net.au/support/solutions/articles/51000030097

This article details how to calculate expected RIW fees for a company based on the RIW Pricing Model.

This process will walk you through determining the number of actively subscribed cardholders primarily employed by the company, and the expected renewals that will occur over the year. Once this information has been obtained from the RIW System, a basic calculation can be applied to determine RIW fees.

NOTE: To be eligible for a volume-based discount (as per the RIW Pricing Model), a company must have the required number of actively subscribed cardholders as at 28 May.  

This instruction applies to the following RIW System User Roles: 

• Advanced Project Admin
• Employer Admin
• Employer Admin - No Payment
• Employer Admin - Read Only

Step 1: Log in to the RIW System

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

Step 2: Create Report

Click on the Reports tab on the top menu, followed by the Create Report shortcut.

Step 3: Report Tables

On the Report Tables screen, tick the People box and then CONTINUE.

Step 4: Define Report Columns 

To define information about cardholders currently employed by the company and their annual subscription end dates, tick the following columns; First Name, Surname, RIW Number, Primary Employer and Annual Subscription End Date. Click Continue to progress.

Step 5: Define Report Filters

Next, define the report filters to limit the results returned.  If you continue to run the report from here, the report will list ALL cardholders who may have a relationship with the company, including secondary employed and associated cardholders.  

To get an exact list of the primary cardholders, please enter the company name in the Primary Employer field.  You can get the exact company name by referring to the company name at the top of the screen. Copy and paste this to ensure it is correct.

Click CONTINUE when ready to proceed.

Step 6: Report is displayed

The report will now surface, providing a list of all RIW cardholders primarily employed by the company and their annual subscription end date. You can sort the list by clicking on the up/down arrows, or alternatively, EXPORT the report which will be sent to the RIW System User via email as a CSV file.

Step 7: Calculate RIW fees

Whether you use the table as per above, or export the file, sort the column by Annual Subscription End Date to determine when a cardholder subscription fee is due.

If calculating for the following year based on currently active subscribed workers, remove any cardholders not to be applied to the calculation, then:

Number of current cardholders x Annual RIW Card Fee* = Yearly renewal RIW fees

NOTE: The annual RIW Card Fee is determined by the number of active RIW cardholders primarily employed by the company as per the article What is the RIW Pricing Model?

If you intend on employing more RIW cardholders, then use the calculation below to determine New RIW cardholder fees.

Number of new cardholders x (Supply of New Card Fee* + ID Check Fee (if applicable)* + Annual RIW Card Fee*) = New RIW cardholder fees

Add both the Yearly renewal RIW fees and the New RIW cardholder fees to obtain the expected yearly RIW fees for your company.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000176346

Companies can review their subscribed primary cardholder numbers to ensure they only pay for the cardholders they need.

If a company no longer needs to manage a cardholders profile, consider removing the cardholder by following the instructions in the article How does a company end employment with a cardholder?

Alternatively, larger companies may wish to increase their subscribed primary cardholder numbers to attract a volume-based discount, which applies to organisations with over 400 primary cardholders (for the 21/22 Financial Year). You can read more about this on the article What is the RIW Program Pricing Model?

To determine a company's RIW fees for the year, please refer to our RIW Knowledge Centre article How can a company calculate RIW fees?

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000176525

As per the Company Registration - Terms and Conditions, all subscriptions are paid for upfront for a full subscription year. No refunds will be provided for a subscription that is not utilised.

A refund may be requested for system payment errors only by contacting the RIW Service Desk on [email protected].

Article Link:

https://support.riw.net.au/support/solutions/articles/51000030102

This article details how to monitor forthcoming and expired annual cardholder subscriptions, and how to pay for annual cardholder subscriptions.

This instruction applies to the following user roles:

• Advanced Project Admin
• Employer Admin
• Employer Admin - No Payment
• Employer Admin - Read Only

1	Go to https://app.riw.net.au and login using your credentials.
2	Click on Expiries > Worker Subscriptions. Choose to Show All, Show Forthcoming, Show Expired or New Workers by clicking on the appropriate radio button and clicking Search. If clicking Show All, the following colour legend will display the status of expiries: Subscriptions expiring in 28 days are identified in AMBER.  Subscriptions already expired are identified in RED. Subscriptions identified in BLACK are displayed even when not expired to help manage / schedule subscription renewals.  If clicking New Workers, it will display all Rail Industry Workers who have had a profile created, but not a card issued.
3	To renew a subscription, click on the checkbox(es) next to the the cardholder(s) name and click on Renew Subscription. Multiple cardholders can be selected if required. You can only pay for subscriptions which have expired or are expiring. Note: if paying for a subscription, the item(s) will be sent straight to the shopping basket. If paying a new worker subscription, or a 5 or 10 year new card fee, then a prompt to order the new card will display before adding to the shopping basket.
4	The shopping basket will be displayed. Click Checkout to proceed to payment.
5	At the checkout screen, choose Card and then click Make Payment. NOTE: Premium Functionality Employers can pay on account (POA). This option will only be shown if available.
6	After clicking on the Make Payment button, the following fields will be displayed.
7	When the payment has been processed, a confirmation email will be sent to verify that the payment has been accepted which will include an order number and Stripe payment reference number.
8	To access a list of previous transactions, go to Payment History. You can use the drop down boxes to filter payments as required.  Clicking on a transaction and View will open the Order Confirmation in a another window (pop-ups must be enabled). You can also Export the filtered list to a *.CSV file for further interrogation.

To further monitor or report on expiring items, consider running a custom report.

Article link:

https://support.riw.net.au/support/solutions/articles/51000077500

Credit/debit card (through Stripe) is the only option for processing payments in the RIW System, except where a Pay On Account option has been granted (for Premium Functionality Employers only). A tax invoice will be provided at the conclusion of the payment in the RIW System.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030104

No. Annual cardholder fees can only be paid by the cardholder's Primary Employer.

Secondary or Associated Employers are not required to pay any cardholder fees.

For more information about how to pay the annual cardholder fee, or how to monitor due dates for cardholder fees, please refer to the following articles:

• How does a company pay the annual cardholder subscription fee?
• How does a company monitor expiries?

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030103

Yes.  

If a cardholder requires a replacement card due to its being lost, stolen, or damaged, their primary employer must pay the replacement fee of AUD $85 + GST.  

To re-order a lost, stolen or damaged RIW card, please refer to our article How does a company order or reorder a physical or virtual RIW card?

Article Link:

https://support.riw.net.au/support/solutions/articles/51000030100

Competencies added to a Rail Industry Worker are verified by the RIW Service Desk within 2 business days. 

Should a Rail Industry Worker need their competencies to be verified sooner to meet job role or site requirements, companies can fast track up to 20 competency verifications (for one worker) in eight (8) business hours for AUD$55.00+GST.  Please note that if documentation submitted is incomplete or incorrect, the fast track may take longer to complete. 

The RIW Service Desk performs this service Monday to Friday, 0700-2000hrs (AEST/AEDT).

Please refer to How does a company add a competency to a Rail Industry Worker profile? for further instruction on how to add and pay for a fast track competency verification.

IMPORTANT! If a Rail Industry Worker also requires a fast track medical assessment, please refer to and follow the instructions in How can a company request a fast track medical assessment? 

Article Link:

https://support.riw.net.au/support/solutions/articles/51000029871

All cost items can be placed on Pay on Account. This includes ID checks, subscription costs and fast track services (not including the fast track medical service request). Premium Functionality Employers companies also have the ability to pay via credit/debit card (Mastercard/Visa) as well, i.e. a company may wish to pay the annual cardholder fees on Pay on Account, but fast track competencies and other associated cardholder costs via credit/debit card.

Premium Functionality Employers can contact [email protected] to request commencing or amending current POA requirements, and a member of the MTA Finance Team will be in contact to discuss the options.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030105

The annual hardware maintenance fee ($2,000 +GST) is payable by all owners of RIW enabled kiosks or tablet devices. It is charged on initial hardware procurement and then the anniversary of each device. The fee covers:

Software and product support

Kiosk software is updated regularly to meet industry needs to ensure it interfaces seamlessly with the RIW System. Kiosk software is managed by our third-party provider TIKS and requires a different development cycle to an RIW System upgrade.

Technical support maintenance services

If you have a problem with a hardware device, you can lodge a RIW Hardware Technical Support Service Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot: If the matter is more urgent and out of hours, you can contact the RIW Service Desk direct on 1300 101 682. Our team will triage the issue and, if required, organise an out of hours maintenance call.

Sites only need to pay a call-out fee where the issue or cause is found to be the site's fault, for example, physical damage to the hardware such as a broken screen. 

A call-out fee will not be charged if the fault is out of the site's control, such as a hardware malfunction still within the warranty period.  If the device needs to be returned to the manufacturer, this will be at the owner's cost, as per the return-to-base warranty.

Please refer to the RIW Knowledge Centre article How to submit a hardware maintenance or technical support request for further information about the maintenance priority levels and response times.

Site hardware moves 

If you need to move a kiosk or tablet device from one site to another, you can lodge a Relocation of Site Hardware Service Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot: The RIW Service Desk will manage the software re-configuration, free under the annual hardware maintenance fee.  Please note that the physical movement of hardware is at the owner's expense and management.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000286362

The RIW System does not allow for pro-rata annual cardholder subscription fees (known as the RIW card fee), irrespective of when a cardholder subscription expired. However, there are rules about how expired annual cardholder subscription fees and subscription anniversaries are managed, which are detailed below.

NOTE: The annual cardholder subscription fee uses the initial card issue date to calculate the annual and five year anniversaries. This ensures the RIW System can manage the requirement to replace the RIW card every five years to update the smart chip embedded in the RIW card.

Scenario 1

On the day of renewal, if the annual cardholder subscription expiry date is less than one year past the initial card issue date, the full annual cardholder subscription fee is paid for the remainder of the subscription period, and the next annual subscription anniversary date applies.

For example, Jo’s annual cardholder subscription is due on 17 January 2020.  Their employer did not renew their subscription when it was due and paid it on 20 August 2020, which was six months later.   Their employer is required to pay the full annual cardholder subscription fee at the time of renewal for the remaining six months, and the next subscription date will be 17 January 2021.

Scenario 2

On the day of renewal, if the annual cardholder subscription expiry date is more than one year past the initial card issue date, the full annual cardholder subscription fee is paid for the remainder of the subscription period, and the next annual subscription anniversary date applies. However, the year(s) missed will not require payment.

For example, Jo’s annual cardholder subscription is due on 17 January 2020.  Their employer did not renew their subscription when it was due and paid it on 20 August 2021, which was eighteen months later. Their employer is required to pay the full annual cardholder subscription fee at the time of renewal for the remaining six months of their subscription. The next subscription date will be 17 January 2022.

Scenario 3

On the day of renewal, if the annual cardholder subscription fee expiry date is more than five years past the initial card issue date, the full annual cardholder subscription fee + card re-issuance at 5th-year anniversary fee is paid, and a new subscription date commences on the day of renewal. At this time, a new RIW card will be issued.

For example, Jo’s annual cardholder subscription fee is due on 17 January 2020. Their employer did not renew their subscription when it was due, and then paid it on 20 August 2026, which is over five years from the initial card issue. Their employer is required to pay the annual cardholder subscription fee + card re-issuance at 5th-year anniversary fee, and the next subscription date will be 20 August 2027.

Annual cardholder subscription fees (known as the RIW card fee) and renewal costs are detailed in Schedule 1, Part A of the Company Registration Terms & Conditions.

Article Link:

https://support.riw.net.au/support/solutions/articles/51000292653