If a cardholder has completed and failed an ID check or missed the 10-day time frame to complete an ID check, the Employer Administrator will receive an email notifying them of the ID check rejection, including the reason for rejection. 

You can find a list of ID Check rejection reason at the end of this article.

---

This instruction applies to the following RIW System user roles:

• Advanced Project Admin
• Employer Admin 
• Employer Admin - No Payment
• Helpdesk 

---

Step 1: Log onto RIW

Go to https://app.riw.net.au and log in using the Employer Administrator credentials.

Step 2: People tab

Click on the People tab or the Search For My People shortcut on the main dashboard.

Step 3: Search criteria

Enter the cardholder's details into the search field or leave it blank and click on search to bring up the workforce. Select the cardholder by highlighting the cardholder's name and clicking on the edit button.

Step 4: ID Check tab

On the cardholder's profile, navigate to the ID check tab on the left-hand side menu.

Step 5: Failure reason

If the ID check failed due to not being completed by the cardholder within the allowable 10 days, then a new ID check must be requested. 

Click on Resubmit ID Check to be taken to the Shopping Basket to process payment for the re-submission of the ID check.

NOTE: It is important for Employer Administrators to monitor the progress of ID checks to prevent such a situation from occurring. To do this, on the cardholder profile click the + History link, which will provide a summary of the ID check history (refer to step 11 below).

Step 6: Further actions

Where the ID check has been rejected due to another reason, the Employer Administrator will receive a notification by email, or alternatively, can review the Details: description on the ID check menu on the cardholder's profile.

In this example, the cardholder's surname did not match the identification provided during the ID check.

Any changes to the core details of a cardholder (which is the first name, surname or date of birth), must be made by the RIW Service Desk.

Once amended, the Employer Administrator will then need to select the Resubmit ID check button in the cardholder profile to commence the process again (as per Step 6).

The RIW system will advise when the Employer Administrator should re-submit the ID check.

Step 7: Shopping basket

After the ID check has been resubmitted, the Employer Administrator will be prompted for payment of the new ID check.

Step 8: Payment

Complete the payment via Card or Pay on Account (if applicable).

Step 9: Cardholder notification

The cardholder will receive an email to re-commence their online ID check. The cardholder will need to upload an acceptable identification document. For information about what documents the cardholder needs to supply, please refer to the article What identification documents does a cardholder require to complete an ID check?.

Step 10: ID check progress

The progress of the request can also be viewed on the cardholder's ID Check menu. Click on the + History link to display all the events/dates which occurred during the ID check.

Common ID check rejection reasons Minor name issues Spelling or spacing discrepancies between the RIW system and the verification document. For example: “Sam McDonald” has come from the RIW system, but “Sam Mc Donald” appears on the licence. “Jack O’Meara” has come from the RIW system, but “Jack Omeara” appears in the licence. In each case, note the space omission/addition and the omission of the apostrophe. These ID matches will be rejected as the name cannot be verified as correct. Single Name ID check was received with the same name in the first name, middle name and surname fields. For example,ample “Muhammad Muhammad Muhammad” ID only had “Muhammad Muhammad” as the first name and surname. These ID matches will be rejected as the name cannot be verified as the correct match. Middle Name If a cardholder has a middle name on their documents, this name must be included in their RIW Profile. Full name must always be entered to ensure that it matches any/all identification documents. Card Number not matched When a driver's licence is replaced, the card number indicated will change.  This can occur following a lost/stolen licence, an expired licence, or in the event of a data breach where a replacement was requested on behalf of the applicant. Please ensure that the most recent card number is entered into the ID Check platform. Electronic Licences Many states are now issuing electronic licences, in addition to physical versions. At this stage, the platform does not accept a screenshot of an electronic licence in place of the physical copy.

Where a new RIW cardholder does not have Australian identity documentation to undertake automatic identification verification with our ID verification service provider in the RIW System, an Overseas / International ID check must be requested through the RIW Service Desk.

Please see, How does a company submit a request for an overseas/international ID check?

---

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030465

---