RIW Introductory Video - Playing your cards right in the interests of safety




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000077423


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What is the RIW Program?

The RIW Program is owned by the Australasian Railway Association (ARA), administered by Metro Trains Australia (MTA), and is endorsed by all of its member organisations. 


The RIW Program also meets regulatory requirements and complies with Rail Safety National Law. 


The RIW Program supports the rail industry by allowing participant organisations full visibility of workers moving between projects and employers, maintaining a single electronic record about each worker’s health, education, and competencies.

This ensures that work is carried out by qualified people and enhances overall safety on rail networks across Australia. 


The RIW Program moved from a previous service provider to new service provider MTA on 28 June 2019.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000139406



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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 assessment uploads and escalations occur during business hours only.


You can contact the RIW Service Desk through a number of different channels.



Phone1300 101 682
Emailinfo@riw.net.au
Service RequestWe 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


For sites with hardware (Kiosks, Tablet and Turnstiles)


For Authorised Health Professionals


For Registered Training Organisations


For RIW cardholders


To submit a service request, go to https://www.riw.net.au/contact-us/request-a-service/




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000138921



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How can I submit a complaint or provide feedback about the RIW Program?


You can submit a complaint or provide feedback about our service through the Complaints Service Request available on the RIW website at https://www.riw.net.au/contact-us/request-a-service/?complaint.


You will need to include:

  • A description of the issue
  • The outcome you want
  • Your contact details


Your complaint will be received by the RIW Service Desk, who will escalate the complaint to the appropriate governing body if required.  


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000286665


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System Outage Notification Wednesday 12 October 2022, 10:00-22:00hrs AEDT


Upcoming Service Interruption


STARTWednesday 12 October 2022, 10:00hrs AEDT
END Wednesday 12 October 2022, 22:00hrs AEDT

    

   

What services will be unavailable during the outage?

  • RIW System
  • myRIW System
  • RIW App (accessible in offline mode)
  • Web Card Reader
  • Veritas ID Check Platform
  • RIW E-Learning Platform
  • Kiosks, Tablets and Turnstiles
  • Fast track competency verifications (RIW System)
  • Fast track medical assessment (Service Request)


During the interruption, the RIW Service Desk will be unavailable for phone support. Queries and service requests can still be sent through to the RIW Service Desk on info@riw.net.au and will be addressed once system functionality is returned.


Want to promote this at site?


 We have developed an A3 poster you can print and display on site of the service interruption.

Click on the image to download.


Want to find out more?

Check out the RIW System Updates page for the full release notes.  The release notes will be interactive closer to the date providing you with links to all the changes.


You can also view our recent Community of Practice webinar on the upcoming release.





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