RIW Introductory Video - Playing your cards right in the interests of safety



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000077423

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What is the RIW Program?


The Rail Industry Worker Program (RIW) is a national competency and safety management system for workers in the Australian rail industry. It provides a single electronic record of their health, education and competencies as they work across projects, move between employers and operate on different state networks. The RIW Program helps the rail industry meet its fitness for duty and competency obligations under Rail Safety National Law.


The Australasian Railway Association (ARA) established the RIW Program in 2012 and engaged Metro Trains Australia (MTA) to support its delivery on 28 June 2019.


By using the RIW System, employers can access information on an employee’s or contractor’s fitness for duty, education and competencies in one place, making it easier to minimise risk and protect the health and safety of their workers.


Article Link:

https://support.riw.net.au/support/solutions/articles/51000139406


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How can I contact the RIW Service Desk?


The RIW Service Desk provides customer assistance 24 hours a day, 7 days a week, 365 days a year. Business processes such as competency verification, rail health (medical) assessment uploads and escalations occur during business hours only.




Phone

1300 101 682

Email

info@riw.net.au

Service Request
We have a number of dedicated service requests which can assist companies and cardholders to provide all the required information to fulfil a request.

Our service requests include the following:

For companies and Network Operators

  • Upload Medical Certificate 

  • Fast Track Medical 

  • Upload Additional Medical Information 

  • Manual ID Check 

  • Overseas ID Check 

  • Request to unlock RIW account 

  • RIW card issues (Missing, Lost, Virtual) 

  • E-Learning Request for Non-RIW Cardholder 

  • Upload / Design new E-Learning course for RIW E-Learning Platform  

  • Request cardholder certificates 

  • Assessor Account Creation/Alteration to scope of assessments 

  • Job Role Management 

  • Competency Management 

  • Competency Amendment 

  • Request Additional Medical Information Type 

  • Notification of shut downs, occupations, or possessions 

  • Request to become a verifier 

  • Request for update to AHP or Assessor log in to enable the switcher 

  • E-Learning Request for RIW System Microsoft Power BI Reporting 

  • Customised report creation 

  • Request onsite training and system administration 

  • Customised Training Material Creation Request 

  • Request for dedicated Project Manager 

  • Complaint or Feedback 

     

For sites with hardware (Kiosks, Tablet and Turnstiles)

  • RIW Hardware Technical Support
  • New device set-up
  • Relocation of RIW hardware
  • Request hardware


For Authorised Health Professionals

  • AHP Management (Registration, Update, Delete, Login)
  • AHP Request to Delete Medical File
  • Request for update to AHP or Assessor log in to enable the switcher


For Registered Training Organisations

  • RTO Management (Registration / Login / Delete / Update Details)
  • Upload / Design new E-Learning course for RIW E-Learning Platform
  • Competency Management


For RIW cardholders

  • RIW card issues (Missing, Lost, Virtual)
  • Request to unlock myRIW account 
  • Cardholder Work Experience Log Book
  • Cardholder Dispute or Appeal (National or Network block, job role suspension or competency suspension, job role assessment or medical/drug & alcohol assessment)
  • Request cardholder certificates


To submit a service request, go to https://www.riw.net.au/contact-us/request-a-service/. 



Article Link:

https://support.riw.net.au/support/solutions/articles/51000138921


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How can I submit a complaint or provide feedback about the RIW Program?


You can submit a complaint or provide feedback about our service through the Complaints Service Request available on the RIW website at https://www.riw.net.au/contact-us/request-a-service/ by selecting category and sub-category mentioned in the below screenshot:


You will need to include:

  • A description of the issue
  • The outcome you want
  • Your contact details


Your complaint will be received by the RIW Service Desk, who will escalate the complaint to the appropriate governing body if required.  

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000286665

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