How does a cardholder add or remove a company from their RIW profile?


In the RIW System, a Primary Employer is the cardholder's direct employer, and they have full edit rights to the cardholder's profile. 

If a cardholder has the wrong Primary Employer listed against their profile, there are two ways to resolve this issue:

1. The cardholder can contact the previous Primary Employer and request they end their employment in the RIW System (as outlined in the article How does a company end employment with a cardholder?); or,


2. The cardholder can submit an Ending Primary Employment Service Request on the RIW website. 


In both cases, once employment is ceased with a particular company, the change will not take effect until midnight on the specified leave date. This allows the cardholder to then approach a new Primary Employer and seek ‘employment’. 


Upon starting employment with a new Primary Employer, the company will need to send an employment request to the RIW cardholder via the RIW system.  To ensure privacy laws are upheld, the RIW cardholder must accept the employment request for the company to have access to the RIW cardholders profile.  



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029880


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How does a cardholder accept or reject an employment or association request in myRIW?


An employment request is a request from a company to manage a cardholders RIW profile in the RIW System. Employers have full access and edit rights to this profile.


An association request means a company has view only rights to a cardholders RIW profile, but can add Employer, National and Network based competencies or job roles to the profile if required.


Cardholders must accept requests within 30 days of issue.  If this time lapses, please ask the company to re-send the request.


If a cardholder receives an association request from a Contractor in Charge (company), and swipes into a site managed by them prior to accepting their association request, an automatic approval will be applied to the association request.



This instruction applies to the following RIW System User Roles: 

  • myRIW User (i.e. RIW cardholder)

Step 1: Cardholder receives email notification

When a company requests employment or association, the cardholder will receive an email asking them to accept the offer in myRIW. The cardholder must accept the request in order to continue the on-boarding process. The email will look similar to the following.



Step 2: Create myRIW Account

To accept an employment or association request, go to myRIW at https://app.riw.net.au/MySkillGuard/.



If the cardholder has not yet created their myRIW account, click on the Create Account button to register and follow the prompts, including setting a password and accepting the Permission Access Agreement.  For more detailed information on myRIW account creation, view our RIW Knowledge Centre article How does a cardholder create a myRIW profile?


If the cardholder already has a myRIW account, log in with the RIW number and password.  If the cardholder has forgotten their password, click on the Forgotten Password hyperlink and follow the instructions.


Step 3: Employers and Associations

Once logged in, the myRIW dashboard will display. Select the Employers and Associations button.



Step 4: Approve or Reject Pending Requests

Any pending employment or association requests will be show on this screen. Cardholders can approve or reject any pending employment and association requests.



To accept the employment or association request, click on the Accept button. The worker's details will now appear in the company's profile.


To reject the employment or association request, click on the Reject button. The worker's details will no longer be linked to the company's profile.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029536



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How does a cardholder complete an ID check?


When a Primary Employer registers a new Rail Industry Worker (RIW) in RIW System, the cardholder will need to undertake an ID check as part of their onboarding. The cardholder will receive an email with a link to complete an ID check by our partner, Veritas. 


The cardholder should follow the instructions and upload the required identification documents as per the requirements outlined in our article What identification documents does a cardholder require to complete an ID check?


Once the ID check process has been paid for and requested, the cardholder will have 10 days to complete the application before the link expires. If the new cardholder does not complete the ID check within this time, the Employer will need to purchase a new ID check and start the ID check process again.


An RIW card can not be ordered until an ID check has been successfully completed.



This instruction applies to the following RIW System User Roles: 

  • RIW cardholder


Step 1: Receipt of initial Identity Check email


Once a new RIW profile has been created by a Primary employer, the new cardholder will receive the following email:


cid:image001.png@01D6FA04.F54BB140 


Before starting the application, the cardholder should have their identity documentation to hand.  Check what documents can be used during this process by reading our article  What identification documents does a cardholder require to complete an ID check?


Click on the Start Application link.



Step 2: Initial instruction

The cardholder will be taken to the Veritas website to undertake the ID check.  


Click on the Continue button.



NOTE: If the applicant encounters a message such as Access Denied, please contact the RIW Service Desk on 1300 101 682 or via email address info@riw.net.au.


Step 3: Date of birth

The cardholder must enter their Date of Birth using the drop down calendar to verify their application. When complete, click the Sign In button.



Step 4: Confirmation of Personal Details

Check that your Employer has recorded your personal details correctly.  Confirm this by clicking on the Yes radio button and click the Next button.


It is important that the cardholder's details are correct at this stage and that the identity documentation to be submitted exactly matches/confirms these details.  If there is a concern, please contact your employer to rectify these details.



Step 5: Uploading documents

From the list located at What identification documents does a cardholder require to complete an ID check?, start uploading the required documents. Select the type of document first from the drop down and then click on the + button  in the Add a New Document box.



Step 6: Identity document information

Complete the details required for the document and add the image file(s) of the document..  Up to 4 images per document can be added for each document (eg. front and back of the drivers licence).  When adding multiple documents, click the Add a New Document link to repeat the process..


When  all the documents have been uploaded, click on the Save button.


Middle Name:  If your document only uses the initial of your middle name, please include your middle name in full.



If you do not have a middle name and/or a surname, please indicate this by clicking on the I do not have a middle name and the I do not have a surname buttons.




Step 7: Document checklist

On completion of the document uploading, the system will provide the following screen.  Click the Next button.



Step 8: Summary

Check and confirm that all the information lodged is accurate and complete.  If changes need to be made, click on the  Edit button and make changes.  Once this has been done, click the Submit button.



Step 9: Completion of lodgement

The Form Complete screen will appear.  This confirms that the ID check has been lodged and is being processed.



Step 10: Status email

Once the ID check has been processed, the cardholder will receive a RIW ID Check - Status Update email advising the outcome status of the ID check, whether successful/unsuccessful.


Please note that our ID check service partner references directly with government identification services, and if an exact match is found, the application will be processed almost immediately. If an exact match is not found, then the application may require further review, and therefore an application can take up to 10 days to process. Standard processing time is in 48 hours.




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029878




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What happens if a cardholder does not have a current subscription?


A Rail Industry Worker must have a current, paid subscription to use their RIW card. 


A paid subscription is considered a minimum requirement to use a RIW card.


Please contact the Primary Employer of the RIW cardholder to rectify the subscription status.



If a cardholder's subscription has expired, their data and profile will be unavailable to be viewed by Access Controllers or Spot Checkers, and workers may be denied access to site when presenting their RIW card to an Access Controller or Kiosk to swipe into a site. 



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029879



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How does a cardholder accept the Permission Access Agreement?


An RIW cardholder’s participation in the RIW program is governed by the Permission Access Agreement (PAA)

Please read the PAA carefully as it contains important details about how the RIW program works, including how a cardholder's details and/or information may be collected, stored, used, disclosed, and/or destructed for the purposes of the RIW Program, as well as a cardholder's responsibility as a participant in the RIW Program.


Cardholders will be prompted to confirm their agreement to the PAA when they first accept an employment request in the myRIW system.  If the Permission Access Agreement is rejected, then the cardholder's profile will be immediately deleted from the RIW System. Cardholders should check with their employers before rejecting the PAA.


To accept the PAA, cardholders must create a myRIW profile as detailed below.



This instruction applies to the following RIW System User Roles: 

  • myRIW User (i.e. RIW cardholder)


Step 1: Log in to myRIW 

Go to the myRIW login page at https://app.riw.net.au/MySkillGuard/. You can also access this page from the top right-hand corner of the RIW website at https://riw.net.au where it says LOGIN. Choose myRIW Login.


To create your profile, click on the Create Account button.



Step 2: Register an account

Complete the requested information, which is RIW number, first name, surname and date of birth. Make sure the details are entered correctly as they are matched to the details recorded on the RIW database. The match has to be exact to grant access. Click the Submit button when done.



Step 3:  Set password

Provided the details entered on the previous page match the record on the RIW System, you will be able to set and confirm a password to access myRIW.



NOTE: If the system doesn’t find a corresponding record, try entering details again. If the system still doesn’t find a matching record, please contact your Employer to confirm the identifying details recorded in the RIW System.




Step 4: Review Permission Access Agreement

The first time a cardholder logs into myRIW they will be presented with the Permission Access Agreement.  This document explains how information about Rail Industry Workers may be collected, stored, and used for the purposes of the RIW Program.



Indicating your acceptance to these terms is a condition of your participation in the RIW Program - you can do this by clicking on the Accept button.



Step 5: Reject Permission Access Agreement

If the Permission Access Agreement is rejected, the cardholder will be unable to access or use their RIW profile, which means they will be unable to work on the rail network. Please contact your Employer before refusing to discuss your options, as clicking Reject means your profile will be automatically deleted.



Step 6: Access myRIW

Once the Permission Access Agreement is accepted, login to the system with your credentials and password. The myRIW dashboard will display.



By clicking on View My Profile,  the cardholder has visibility of their profile, current job roles and competencies. The cardholder is also able to view their medical and drug and alcohol results from this tab. 

 

By using the Report Corrections form, the cardholder is able to alert their employer of any changes to their personal details, and also request these to be updated within the system.

 

Cardholders are able to accept and reject employment and association requests from potential employers or associated employers. This can be done by clicking the Employers and Associations link and accepting the request. 



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030059


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Can a cardholder be employed by more than one company?


A cardholder can only have one (1) Primary Employer in the RIW System.


A cardholder can, however. also have up to two (2) Secondary Employers, and unlimited associated companies.  


Please refer to our article What are the different types of cardholder relationships in the RIW System? to understand the relationships and what they mean.


Please refer the cardholder to our article How can a cardholder view their employment and association relationships? for assistance in viewing these details on their RIW profile.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029881





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How long will it take to receive my RIW card?


Rail Industry Worker (RIW) cards can only be ordered by an RIW Employer Administrator. This can take approximately 7 days to be manufactured and dispatched from Melbourne, Victoria via Australia Post. Please allow up to 14 days for delivery, depending on your location.


If the card has not been delivered in the appropriate time-frame, please contact your RIW Employer Administrator to follow up.


If an RIW card is required immediately, Employer Administrators can issue a virtual RIW card free of charge to cardholders, which can be stored on the cardholder's smartphone.


To request a virtual RIW card, please ask your company RIW Employer Administrator to send you the request and installation instructions via email or SMS. Refer to the RIW Knowledge Centre article on How does a cardholder install the Vircarda App to manage their virtual RIW card? to further assist in this matter.  



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029921


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I am an RIW cardholder and my competency documents have expired, what do I do?


Cardholder qualifications and/or competencies must be current if a cardholder wishes to undertake particular job roles, and to have these job roles remain valid on their profile.


Cardholders can monitor the expiry dates of held competencies by logging into their myRIW profile.  Please refer to our article How does a cardholder create a myRIW profile? for more information if they do not have a myRIW profile.


Cardholders can also opt in to receive competency expiry notifications by following the instructions in the RIW Knowledge Centre article How can a cardholder update their notification preferences in myRIW?



If a competency is coming up for expiry, the cardholder should seek to obtain a new competency. 

Once achieved, a cardholder's RIW Employer Administrator can upload the new competency evidence to the cardholder's profile in the RIW System. Please refer to our article How does a company add a new competency to a cardholders profile? for assistance in this regard.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029917




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How can a cardholder dispute or appeal a medical or drug & alcohol assessment outcome?


In some cases, a company or a cardholder may wish to dispute the outcome of a medical or drug & alcohol assessment that was rejected by the RIW Service Desk due to a National or Network Business Rule which could prevent them from working on a particular Network.


To dispute a medical assessment outcome, the cardholder must complete a Cardholder Dispute or Appeal Service Request on the RIW website at https://www.riw.net.au/contact-us/request-a-service/?disputeappeal, outlining the medical decision and the reason for dispute. The RIW Service Desk will appeal to the Chief Medical Officer of the relevant Network Operator on their behalf.


If the cardholder wishes to appeal the Chief Medical Officer's decision, please reply to the email advising of the previous outcome and request the RIW Service Desk to further appeal to the Chief Medical Officer's Council on their behalf.  The outcome of this review will be final.



Note: If a medical assessment impacts a National role, the RIW Service Desk will seek a review directly from the Chief Medical Officer's Council.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000160007



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I have lost my card. What should I do?


If a cardholder has lost, damaged, or misplaced their card, they should immediately report it to their Primary Employer.


The cardholder's Primary Employer can request a new card through the Rail Industry Worker System at a replacement cost of $85 + GST.


The previous RIW card will be deactivated as part of the replacement process. If the old card is found after a request for a replacement has been submitted, please discard it as it will be deactivated upon cancellation.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029927


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Can a cardholder have a secondary employer?


A secondary employment request can only be sent to cardholders who have the Share Employment checkbox ticked on their cardholder profile. This can be found in the Status Options tab by the Primary Employer.



If this checkbox is ticked, a Secondary Employer can use the Search for New People function using the cardholder's surname, RIW number, and date of birth. The cardholder will appear on-screen, and an employment request can then be sent to the cardholder. 


When the cardholder logs into myRIW and accepts the employment request, the cardholder's profile will become visible to the Secondary Employer.


If the cardholder does not have the Share Employment checkbox ticked on their profile, the cardholder will need to ask their Primary Employer to allow secondary employment and tick it.


If the Primary Employer allows the cardholder to have secondary employment, the cardholder can have up to two (2) Secondary Employers.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030131


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Who pays my annual cardholder subscription?


A cardholder's Employer Administrator will arrange for the renewal of a worker's card and/or subscription fees to be paid. 


If you do not have a Primary Employer assigned to your RIW profile at the time of renewal, you will be unable to renew your card/subscription. However, once you gain employment within the rail industry again, your new employer can arrange for your card/subscription to be renewed. 


Please note: there is no loss of competency or medical data while the RIW card/subscription status remains unpaid.


If a cardholder is operating as a sole trader, the cardholder will need to sign in to the RIW System with their Employer Administrator credentials to pay their card/subscription renewal. Please refer to our article How does a company pay the annual cardholder subscription? in this instance.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000128994



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How can a cardholder dispute or appeal a block or suspension on their RIW profile?


Where a cardholder has a National or Network competency or job role block or suspension on their RIW profile, and believes this is incorrect, the following appeals and dispute resolution process can be followed.


Note: Disputes or appeals regarding Employer job role or competency suspensions must be made direct to the Employer who place the suspension.



Complete a Service Request

The cardholder must complete a Cardholder Dispute or Appeals Service Request at https://www.riw.net.au/contact-us/request-a-service/?disputeappeal, providing as much information as required to support the application.  


The RIW Service Desk will facilitate the appeal with the appropriate governing body or Network Operator for review. The outcome of the review is final.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029942


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How can a cardholder dispute or appeal a job role assessment outcome?


Where a cardholder has had a job role assessed and does not agree with the assessment outcome, the following appeals and dispute resolution process can be followed.


Complete a Service Request

The cardholder must complete a Cardholder Dispute or Appeals Service Request at https://www.riw.net.au/contact-us/request-a-service/?disputeappeal, providing as much information as required to support the application.  


The RIW Service Desk will facilitate the appeal with the appropriate governing body for review. The outcome of the review is final.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000286664


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