Below you will find a range of training, instructional and support information for using the RIW System. You can browse the various categories, or type keywords into the search box. If you are new to RIW, please view the Getting Started category.
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Does a Rail Industry Worker card expire?
Rail Industry Worker (RIW) cards have a lifespan of 5 years. The RIW cards are smartcard enabled, which means they house a chip which holds information to allow the card to be read offline with certain devices. To ensure the integrity of the chip, the card must be replaced every 5 years.
The RIW System will alert Employer Administrators when a card is expiring, as the cost to renew the subscription that year will be different. The 5 year renewal fee will incorporate the annual cardholder subscription plus the issue of the new card fee.
For more information, please refer to our article What fees are paid by companies for cardholders?
Where will a Rail Industry Worker card be sent?
The delivery address for the cardholders RIW card is nominated by Primary Employer when the card is requested.
The card can be sent to the company's address or to the cardholders home address.
What is a virtual RIW card?
A virtual RIW card is an electronic version of the physical RIW card. The virtual card can be downloaded onto a mobile device, such as a smart phone, using the Vircarda App. The Vircarda App generates a unique QR code to be used to swipe in/out of a site, the same way a physical card can be used. However, every time the QR code is scanned, the Vircarda App generates a new QR code to prevent fraud.
For more information about virtual cards and the Vircarda App, please refer to the article How does a cardholder install the Vircarda App to manage their virtual RIW card?
What happens if a cardholder hasn't received their RIW card?
Cardholders can contact their Primary Employer to follow up the status of the physical RIW card.
The cardholders Primary Employer can view the card status and delivery address by viewing the cardholders RIW profile via the Cards tab. If the card was sent to an incorrect address, the card may be returned to the RIW Service Desk.
If the card is returned, the RIW Service Desk will endeavour to contact the cardholder in the first instance via email or phone. If no response is received, then the RIW Service Desk may contact the Employer. The RIW card will be resent to the updated address.
In the meantime, the cardholder can use their virtual RIW card to access site.
How does a company re-issue a virtual RIW card?
In the event a RIW cardholder cannot find the virtual card registration link or it has been incorrectly sent to the wrong mobile number or email, the Primary Employer can re-issue the virtual card registration link from the cardholders profile.
Go to https://app.riw.net.au and login using your credentials.
Click on the People tab OR Search For My People shortcut on the main dashboard to locate the cardholder.
Enter the cardholders details in the search fields or leave blank to bring up the entire workforce by clicking Search. Select the cardholder by clicking on their name and click the Edit button.
The cardholders profile will now appear.
Confirm the mobile number and email address are correct by clicking on the Contact Details tab on the left hand side menu. If any changes are required, update the details and click Save before progressing.
Click on the Cards tab on the left hand side menu of the cardholders profile and click Resend Virtual Card PIN.
On the Resend Virtual Card PIN pop-up screen, confirm whether the request is to be sent to the cardholders email address or mobile number. Click Save and Send.
Note: A virtual card can be issued for the first time only once a physical RIW card has been requested and upon the ID check being successfully completed by the cardholder.
How can I apply for a replacement RIW card?
Replacement cards can be requested by the cardholders Primary Employer through the Rail Industry Worker System. The employer can login, search for the cardholders record, cancel the previous card/provide reason and request a replacement card.
Replacement cards cost $85+GST.
How are RIW cards checked in remote areas with limited internet access?
If the card checker has an Android device, the smartcard can be accessed using technology called Near Field Communications (NFC). This reads the chip that is embedded in the smart card. The card checker does not need to be connected to the mobile network for this function to work in the field.
If the card checker has an Apple device or an Android without NFC, and the smartcard QR code has been scanned in an area that is connected to the mobile network, the information remains available in the memory cache of the phone. The RIW App displays the record that was last checked with the live database, but will automatically update records once the phone synchronises back to the server in an area with connectivity.
How does a company order a physical or virtual RIW card?
This article will demonstrate how to order a physical or virtual RIW card for an RIW cardholder.
Go to https://app.riw.net.au and login using Employer Administrator credentials.
Click on the People tab or Search For My People shortcut on the Main Dashboard to locate the worker.
Enter a search field or leave blank to bring up the entire workforce. Select the worker by highlighting their name and clicking on edit button.
Firstly, ensure cardholder details such as home address, personal email address and phone number are up to date. Click on the Contact Details tab on the left-hand side menu and update details if required. Click save if any details are updated.
Next, to request a card for the worker, select the Cards tab on the left-hand side menu. All the requirements for requesting a card should be flagged with a green tick. If any are missing, they will be flagged with a red cross and card request will be unable to progress until the requirements have been met in full.
The card delivery address needs to be confirmed. There are two options:
1. Deliver to the Employer
By default, the name of the logged in user automatically populates the Recipient field as shown in the screen, however, the name of another administrator or person can be entered manually instead.
Next, start to type the name of the relevant Delivery Address and select it from the options displayed:
Note: The Delivery Address can only be one of the Offices added as part of the employer’s RIW profile - these can be viewed via the main My Account tab.
2. Deliver to the cardholder
If the card should be delivered direct to the cardholder, tick the Deliver card to Worker? checkbox and the next screen will display the worker’s personal address where the card will be delivered.
Note: if requesting card delivery to the worker’s address ensure this is correct and up to date
For both delivery options, click the checkbox to confirm the worker’s photograph is less than 6 months old and click the Request Card button.
The card request will be passed electronically to the card issuing organisation and dispatched. Manufacture and delivery of the card can take up to 2 weeks.
To issue a virtual RIW card for immediate use by the cardholder, click on the Cards tab on the cardholder’s profile. From here, click Request Virtual Card.
On the next screen, a request can now be sent to the cardholder via the appropriate delivery method. Click on Send by Email or Send by SMS radio button as required.
Click Save and Send and the instructions for registering the virtual card will be sent to the worker by the selected method.
Note: An Employer Administrator can review the card production status of all cards by selecting the Card Status shortcut from the Main Dashboard.