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 worker will receive an email with a link to complete an ID check by our partner, GBG. 

The Rail Industry Worker 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 Rail Industry Worker will have 10 days to complete the application before the link expires. If they do 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 user roles:

• Rail Industry Worker

1	When a new RIW profile has been created by a primary employer, the Rail Industry Worker will receive the following email:   Before starting the application, you should have your identity documentation to hand.  Check what documents can be used during by referring to What identification documents does a cardholder require to complete an ID check? Click on Start Application.
2	You will be taken to the RIW ID Check website to undertake the ID check.  NOTE: If you encounter a message such as Access Denied, please contact the RIW Service Desk on 1300 101 682 or info@riw.net.au. If you have trouble accessing the page, please try another browser or using incognito mode.
3	Enter your Date of Birth using the to verify your application and click Login.
4	On the Identity Check screen, you can check if your Employer has recorded your personal details correctly. These details must match those recorded on your identity documents.   If correct, check box indicating "I have verified all the personal details and it is correct" and click and Continue NOTE: If you mark the photo as incorrect, the following warning will display: Clicking on Submit will end the ID check and your employer will be requested to resubmit and pay for a new ID check.
5	If this is your first ID check (i.e you have not previously successfully passed an ID check in the RIW system, you will have the ability to update any of the following details: First Name Second Name Last Name DOB Email Phone If this is NOT your first ID check, then you will have the ability to update any of the following details: Email Phone To Update your details, click Edit and once you have made the changes click Update When your details are all correct and match the details which are on your identification document/s, click Continue.  If you update your details, these will be immediately reflected in the RIW system.
6	When you have confirmed your personal details, the Identity Check screen will display. From the list located at What identification documents does a cardholder require to complete an ID check?, start uploading the required document(s).  Choose Primary Documents or Secondary Documents. The system will automatically
7	In the following example, and Primary Document is selected, you will be asked to select the document form the drop down list: In the example of a Drivers Licence, you will be asked to upload both sides of the licence: The system will automatically populate the data feilds with the data extracted form your document: Review the Licence Number, Card Number, First Name, Middle Name or Surname. If you need assistance to understand where to find the Licence Number and Card Number, please click on the Not sure where to find the different numbers on your card? link. NOTE: Whilst the system will scan your document, please double check that the extracted data matches the information on your document supplied before pressing Verify. NOTE: The following will be displayed in the event that the scanned document is: of poor quality (including blurry, has glare, has shadows), not the document type selected or your photo does not match the photo on your RIW profile.  You will have three (3) opportunities to reupload your documents before the ID check will return an Unsuccessful response, in which a new ID check will need to be requested and paid for.  Click Verify.
8	The Result screen will appear.  This confirms that the ID check has been lodged and has being processed.
1	Once the ID check has been processed, you and your employer will receive an RIW ID Check - Status Update email advising the outcome status of the ID check, whether successful or unsuccessful. Our ID check service partner GBG references directly with government identification services (DVS), and if an exact match is made, the application will be processed almost immediately.

For further information about ID checks that are rejected, please refer to How does a company manage a rejected ID check or resubmit an ID check?

Article link:

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

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

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

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

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

Cardholders can monitor the expiry dates of competencies by logging into their myRIW profile and viewing their competencies.  

Cardholders can also opt in to receive competency and job role expiry notifications by following the instructions in How can a cardholder update their notification preferences in myRIW?

If a competency has expired, the cardholder should seek to obtain a new competency. 

Once achieved, a cardholder's RIW Employer Administrator can upload the new competency evidence in the RIW System. Please refer to our article How does a company add a competency to a Rail Industry Worker profile? 

Article Link:

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

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/ by selecting category & sub-category mentioned in the screenshot below, providing as much information as required to support the application, 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.

Article Link:

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

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

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

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

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/ by selecting category & sub-category mentioned in the screenshot below, 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

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/ by selecting category & sub-category mentioned in the screenshot below, 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

This article details how a Rail Industry Worker can view their swipe activity in myRIW.

Rail Industry Worker's can only view the last 10 swipe events on their myRIW profile. To request an extract of all swipe events, please fill in the Cardholder Work Experience Log Book Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category and sub-category mentioned in the below screenshot:

This instruction applies to the following user roles:

• Rail Industry Worker (myRIW)

1	Go to https://app.riw.net.au/MySkillGuard/Account/LogOn and log in using your credentials.
2	Click on View My Profile on the home dashboard.
3	On the My Profile screen, click on the Swipes heading from the left-hand menu.
4	On the Swipes table you can view your last 10 recorded swipe events on your RIW card. Items in red show where you were declined access to site.
5	To print your swipe activity, scroll back to the top of the page and click Print your Profile.

Article link:

https://support.riw.net.au/support/solutions/articles/51000318662

This article details how a Rail Industry Worker can identify the licence number and card number on an Australian issued driver's licence to support ID check requirements on a new RIW card application.

The card number is a unique identifier which is updated each time a driver's licence is re-issued. By including the card number in the digital verification matching service, the RIW Program can validate that the document being presented is the most recently issued document. 

If you are unable to discern your licence or card number, please contact the relevant state or terrirtory authority.

This instruction applies to the following user roles:

• Rail Industry Workers

State	Location of key information
ACT
NSW
NT
QLD
SA
TAS
VIC	NOTE: The position of you card number depends on when your licence was issued. If you have trouble reading your card number, we suggest using your phone to zoom in on the text, as it can be difficult to read.
WA

Article link:

https://support.riw.net.au/support/solutions/articles/51000326445