How does a cardholder complete an ID check?


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


The cardholder 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 cardholder will have 10 days to complete the application before the link expires. If the new cardholder does 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:

  • RIW cardholder (myRIW)


1


Whena new RIW profile has been created by a primary employer, the new cardholder will receive the following email:


cid:image001.png@01D6FA04.F54BB140 


Before starting the application, you should have your identity documentation to hand.  Check what documents can be used during this process by reading our article  What identification documents does a cardholder require to complete an ID check?


Click on the Start Application link.


2


You will be taken to the Veritas website to undertake the ID check. Click on the Continue button.



NOTE: If the applicant encounters a message such as Access Denied, please contact the RIW Service Desk on 1300 101 682 or via email address info@riw.net.au.



3


Enter your Date of Birth using the drop down calendar to verify your application and click Sign In.



4


Check that your Employer has recorded your personal details correctly.  Confirm this by clicking on the Yes radio button and click Next.


It is important that your details are correct at this stage and that the identity documentation to be submitted exactly matches/confirms these details. If there is a concern, please contact your employer to rectify these details before progressing.



5


From the list located at What identification documents does a cardholder require to complete an ID check?, start uploading the required document(s). 


Click on the + Add a New Document.



In the Document Type drop-down, choose the appropriate documentation type to upload. If uploading a primary document, only one document needs to be provided. If you do not have a primary document, then one secondary and one tertiary needs to be provided.



6


In the following example, an Australian Driver's Licence will be used. The process is similar for the other document types.

Fill in the State of Issue, 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.


Middle Name:  If your document only uses the initial of your middle name, please include your middle name in full.


If you do not have a middle name and/or a surname, please indicate this by clicking on the I do not have a middle name and the I do not have a surname checkbox.


Upload a photo of the front and back of your identification document. Click on + Add image for multiple file uploads (up to 4 images can be loaded).


Click Save.


7


On completion of the document uploading, the system will provide the following screen.  Click the Next button.



8


Check and confirm that all the information lodged is accurate and complete.  If changes need to be made, click on the  Edit button and make changes.  Once this has been done, click the Submit button.



9


The Form Complete screen will appear.  This confirms that the ID check has been lodged and is being processed.



10


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 rejected.


Please note that our ID check service partner references directly with government identification services (DVS), and if an exact match is found, the application will be processed almost immediately. If an exact match is not found, the application may require manual review which can take up to 10 days to process. Standard processing time is in 48 hours.




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




Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

What happens if a cardholder does not have a current subscription?


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



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

Can a cardholder be employed by more than one company?


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





Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

How long will it take to receive my RIW card?


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


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

I am an RIW cardholder and my competency documents have expired, what do I do?


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 new competency to a cardholders profile? 



Article Link:

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




Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

How can a cardholder dispute or appeal a medical or drug & alcohol assessment outcome?


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/?disputeappeal, 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



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

I have lost my card. What should I do?


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


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

Can a cardholder have a secondary employer?


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


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

Who pays my annual cardholder subscription?


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



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

How can a cardholder dispute or appeal a block or suspension on their RIW profile?


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/?disputeappeal, 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


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

How can a cardholder dispute or appeal a job role assessment outcome?


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/?disputeappeal, 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


Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.

How does a Rail Industry Worker view their swipe activity in myRIW?


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/?cardholderlogbook



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




Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.