Does a Rail Industry Worker card expire?


Yes. 


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 is the RIW Pricing Model?



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029842


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Where will a Rail Industry Worker card be sent?


The address for delivery of a cardholders RIW card is nominated by Primary Employer when the card is requested.


The card can be sent to either the company's address or to the cardholders home address. 


If an RIW card is sent to the wrong address, generally the card will be marked as Return To Sender and will be received by RIW Program Support.  The RIW Service Desk will be in contact with the cardholder when it is received to confirm the correct delivery address.


Primary Employers can check which address the cards was sent to by running the Card Application Progress Report as detailed in our RIW Knowledge Centre article What is the Card Application Progress Report?. Alternatively, the Primary Employer can find this infomration on the cardholders RIW profile under the Cards menu.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029924



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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?


Primary Employers can issue a virtual RIW card to their employees by following the directions in our article How does a company order or reorder a physical or virtual RIW card?



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000077516


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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.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000029925


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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. 



This instruction applies to the following RIW System User Roles:

  • 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: Search for my People

Click on the People tab OR Search For My People shortcut on the main dashboard to locate the cardholder.


Step 3: Locate 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.




Step 4: Cardholder profile

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.


Step 5: Cards tab

Click on the Cards tab on the left hand side menu of the cardholders profile and click Resend Virtual Card PIN.



Step 6: Confirm send details

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.



Below is an example of the SMS that is sent to the cardholder with a registration number and PIN, explaining how to register the virtual card on Vircarda



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.




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000030466



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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. For more details, please refer to the RIW Knowledge Centre article How does a company order a physical or virtual RIW card?


Replacement cards cost $85+GST.


The previous RIW card will be deactivated as part of the replacement process. If the 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/51000029928


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How does a company order or reorder a physical or virtual RIW card?

This article will detail how to order or reorder a physical or virtual RIW card for an RIW cardholder.



This instruction applies to the following RIW System User Roles:

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


PART 1 ORDERING A CARD

Step 1: Log in to the RIW System

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


Step 2: Search for people

Click on the People tab or Search For My People shortcut on the Main Dashboard to locate the cardholder.


Step 3: Criteria to search for a cardholder

Enter a search field or leave blank to bring up the entire workforce. Select the cardholder by highlighting their name and clicking on edit button.



Step 4: Confirm the cardholder details

Firstly, ensure the 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.



Step 5: Request a card

To request a card 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 the card request will be unable to progress until the requirements have been met in full.



Step 6: Card delivery address

The card delivery address needs to be confirmed. There are two options:


Deliver to the Employer

By default, the name of the logged in user automatically populates the Recipient field as shown in the screen below, 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 company profile.  These can be viewed/updated via the My Account tab.


Deliver to the cardholder

If the card can be delivered direct to the cardholder, tick the Deliver card to Worker? checkbox and the next screen will display the cardholders personal address where the card will be delivered. 




Note: Please ensure the cardholders address is correct and up to date before choosing this option.


For both delivery options, click the checkbox to confirm the photo of the individual is less than 6 months old and click the Request Card button.


The card request will be passed electronically to the card manufacturer and dispatched. Delivery of the card can take up to 2 weeks depending on location.


Step 7: Issue a virtual card

To issue a virtual RIW card for immediate use by the cardholder (while waiting for the physical card to be delivered), click on the Cards tab on the cardholder’s profile. From here, click Request Virtual Card.



Step 8: Send notification to the cardholder

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 cardholder 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.



PART 2 REORDERING A CARD

Step 1: Log in to the RIW System

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


Step 2: Search for people

Click on the People tab or Search For My People shortcut on the Main Dashboard to locate the worker.


Step 3: Criteria to search for a cardholder

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.



Step 4: Confirm the cardholder details

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.



Step 5: Select Cancel card

From the left hand tab menu select Cards.  This will display the current card issued to the cardholder.  This card will need to be cancelled PRIOR to reissuing a new card.  Click on Cancel Card.



A cardholder can only have one physical and one virtual card active at one time.

Step 7: Cancelling and requesting a replacement card

The following screen will appear when the Cancel Card button has been clicked.  To complete the below screen, select a Cancel Reason from the dropdown.


 


The Cancel Immediately tick box will cancel the cardholders current physical card immediately. The cardholder will need to be reissued a new virtual card and will not be able to swipe in with a physical card until the replacement card is received. If the tick box is left unticked, the cardholder will be able to use the current card until the replacement card is received. Once the replacement card is swiped into site, the old card will automatically be cancelled.


If the original card has been lost or stolen, select Cancel Immediately to prevent the card being used if found. If the replacement card is being requested because (for example) the individual has changed their name, then leave this checkbox unticked. In this case, the original card will not be cancelled until the new card is first swiped. 


If Request Replacement is selected, please go to PART 1 ORDERING A CARD, Step 5 Request a card


Please note that a replacement card will cost $85.00.  Note that this item will appear in your Shopping Basket and will have to be checked out to be reordered.





RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000077432


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How does a company view RIW cards issued to a cardholder?


This article will detail how a company can view an existing cardholders RIW card and check the status of their card.



This instruction applies to the following RIW System User Roles:


  • Advanced Project Admin
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • Project Admin
  • Site Admin


Step 1: Log in to the RIW System

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


Step 2: Search for People

On the main dashboard, click on the Search for People  shortcut


Step 3: Search Criteria

Search for the cardholder in question by adding information in the criteria fields and clicking on the Search button.



Step 4: Select the Individual

From the returned search results, highlight the cardholder record and click on the Edit button.




Step 5: Select the Cards tab

From the left hand tab menu, click on the Cards tab to display the cardholders card information as follows:



In the example above, RIW Cardholder12 has been issued a physical card, however, it is still awaiting print.  The card was issued on 19 November 2019.  When the card has been printed, the status will show as PRINTED (with the print date), and the profile will also show where the RIW card was sent. 


In the above example, a Virtual Card has also been created for the RIW Cardholder, however, has not been loaded into the cardholders Vircarda App (virtual wallet).  When the card is successfully loaded, the following update will be surfaced:




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000144818


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How does a company monitor forthcoming and expired RIW cards?


RIW cards have a physical shelf life of 5 years.  Cards that are near life end need to be replaced.  Companies can monitor RIW cards that are past their replacement date or the replacement date is forthcoming.



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: Expiries tab

Click on the Expiries tab which is situated long the top of the screen



Step 3: Cards tab

Click on the Cards tab on the left hand side of the screen.  This will populate the search results will all cards that are expiring or have a forthcoming expiration.





Cards that have expired (with Expiry Dates in red) and forthcoming expiries (with Expiry Dates in amber) will be listed.


Step 4: Search and filtering List

A more refined search can be applied to this list by adding search criteria to the fields and clicking on the Search button.   This list can also be filtered by clicking on the Show Forthcoming and Show Expired radio buttons.



Step 5: Cardholder record

A cardholder's record can be accessed by highlighting a record in the list and clicking the Edit button.  This will take you to the cardholders profile where a new RIW card may be requested.




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000151700


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