Transition Information

Business Rules
Apply For My RIW Card
User Guides




User Guides

User Guides are available within the system when you log in. They contain step-by-step instructions and screenshots. These detailed guides describe how to perform all functions within the RIW System based on relevant user roles. To access the User Guides, log in to the RIW system and select ‘user guide’ in the top right corner. click here to log in

Inductions
Find AHP
RIW Business Rules

RIW Business Rules provide the minimum acceptance criteria for the verification of competence across program participants.

Business Rules

To ensure that the RIW Program is fit for purpose and guided by industry, a governance committee was established comprising rail operators, track owners and rail contractors. The National Rail Industry Worker Governance Committee (NRIWGC) includes safety managers, competency managers, training managers and other professionals working for Accredited Rail Operators and Rail Contractor Representatives. The NRIWGC is responsible for standardising roles across the rail industry by developing and reviewing the national role matrices. Where a Rail Operator still requires specific network roles and competencies, these are developed by the individual Rail Operator and form part of their network role matrices. In addition, both Rail Operators and Contractor Representatives also have the responsibility to develop employer-based roles and competencies, listing the specific requirements to hold the relevant roles.

Business Rules have been developed to provide further consistency and an agreed minimum acceptance criteria for the verification of competence across program participants. These underlying business rules provide guidance to the RIW Program Service Desk.

You can visit here to view business rules.


System Training & Support

The RIW System is designed for flexibility and reliability – and we’re here to help you along the way…





The following support tools have been developed to help everyone understand how to use the software. You’ll find How To Videos, System Walkthrough Videos, Quick Guides and FAQs.

How to Videos

How To Videos are short visual aids that support all user profiles and cover common system functions. These videos will get you up and running in just a few minutes.

This video is designed to assist Employer Administrators in adding a new worker to the RIW system- this is someone who has never had an RIW card before. It also contains step by step instructions of how to send an employment request to an existing RIW cardholder to gain access or visibility to their profile.

This video has been created for Employer and Project Administrators and provides step by step instructions on how to assign and suspend competencies to a workers profile. It also includes information on how to bulk upload the same competency to multiple workers.

This video is designed to assist Employer Administrators and Network Operators in managing Job role for RIW cardholders.
Network operators have the ability to suspend and lift the suspension of a Job Role.
Employer Administrators can assign job roles and send a job role to an approved Assessor for verification.

This video is designed to assist Employer Administrators in placing a work restriction and adding a risk assessment on a workers profile it also provides instructions on how to lift a work restriction or risk assessment that was placed by an Employer Administrator.

This video is designed to assist Employer, Project and Site Administrators as well as Registered Training Providers (RTOS) and the Service Desk in creating reports. Reports are able to provide valuable information and assist with managing your workforce.

This video is designed to assist Network Operators, Project and Site Administrators and contains a step by step walkthrough on how the Network Operator can create a project, add prerequisite competencies or access requirements. It also contains a step by step walkthrough on how the Project and Site Administrators can create sites and zones and set pre requisite competencies or access requirements.

This video is designed to assist Employer Administrators in creating and sending E-Learning requests to workers employed with your organisation.

This video is designed for Employer Administrators and contains step by step instructions on how to search for a worker who is employed within you company who is competent or the closest match to fulfil a specific job role.

This video is designed to provide assistance for Employer Administrators. It contains a step by step walkthrough on how to process your payments through PayPal.

This video is for Employer and Project Administrators. It contains step by step instructions on how to analyse the swipe and shift activity of cardholders. Project Administrators are also able to create a muster list of individuals who are swiped in a specific project, site or zone.

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System Walkthrough Videos

System Walkthrough Videos cover specific system functions in more detail, including key tasks performed by operators and employers when managing their workforce. Topics covered include approving an association, general governance, issuing projects to the contractor in charge, managing your workforce and completing key system functions.

This video is for Rail Industry Workers and contains a step by step walkthrough of the myRIW portal and its functions.

This video is designed to assist Authorised Health Professionals (AHPs). It provides step by step instructions of how add medical and drug and alcohol results to workers profiles within the RIW system.

This video has been created for Registered Training Providers (RTOs). It provides a step by step walkthrough of the RTOS functions within the RIW system.

This video is designed for Employers with Premium Functionality. It contains instructions on how to create and assign Employer Job Roles and Competencies, manage crews and allocate items to your workforce.

This video provides a system walkthrough for Network Operator Administrators. It contains step by step instructions to perform tasks relevant to Network Operator Administrators within the RIW system.

This video has been created for Employer Administrators and is designed to provide a system walkthrough of the key functions and tasks that an employer administrator performs within the RIW system.

This video is designed to assist Access Controllers and Spot Checkers. It contains step by step instructions on the functionality of the RIW app including how to perform swipes and spot checks.

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Quick Guides

The following Quick Guides are 1 to 2 pages of written information. They provide a very simple overview of some of the most commonly used functions within the RIW system.


FAQs


FAQs

FAQs Index
FAQs
General Questions

How do I get a login for the RIW system as a Company?

If you haven’t yet registered your company in RIW, you will need to do this first. Once your company has been registered, the MTA service desk will approve the registration and an email will be sent with a link to set your password and gain access to the system.

What if I work in the NSW Transport Cluster?

Transport for NSW; Sydney Trains; Sydney Metro; NSW Trains; RMS

The Rail Industry Worker program (RIW) transition to a new service provider will take place over time. On 28 June 2019 Rail Industry Workers will continue to access site via the Pegasus Rail Safety Worker system.

The transition will be phased into programs, and we will be working with employers and network operators to agree actual dates and transition times.

TfNSW has consulted with industry and stakeholders, and it is clear that the current program of capital investment into the rail network in NSW has increased the complexity of the transition from Pegasus to MTA. As a result, the Transport Cluster (TfNSW; Sydney Trains; Sydney Metro; NSW Trains; RMS) will adopt a phased implementation to the MTA system over the coming six months, beginning 28 June 2019. The Pegasus Rail Safety Worker System will remain active on all Transport Cluster sites until a full transition to the RIW system is complete with MTA. A site by site assessment will take place, facilitated by the Sydney Trains; Sydney Metro and Transport for NSW, to determine when the transition will take place.

As a rail industry worker, you only need to do these things:

• Retain your current Pegasus Rail Safety Worker card until further notice;
• Continue to access site via the Pegasus system until advised otherwise;
• Apply for the MTA RIW card
• Continue the process of registering for the MTA RIA system via your RIW Administrator

For any further information, questions or assistance: The Contractor’s Representative should contact the Principal’s Representative, who will be able to further assist regarding the specific details of the transition for you.

Note: The contractor’s representative is the person within the caller’s organisation who holds the contract(s) with the Transport Cluster Agency. It is not possible to know every person who is a contractor’s representative.

How do I register for a RIW card?

Your employer will need to order a RIW card for you.  Once your employer has ordered your RIW card the system will email you a link to set up your MyRIW account and to approve their employment request. You will need to complete a 100 point ID check and ensure the subscription has been paid before the employer can add further details on the card.

Is it compulsory to have a RIW card?

Yes, the Rail Industry Worker card is compulsory across most of the Rail Industry, please check with your relevant Rail Operator to ensure there are no exemptions to this.
The below Rail Operators have adopted this scheme:









How do I complete the 100 point ID check?

Your employer will order your RIW card and request an ID check. Provided that all required data is setup in the system and the payment has been processed, you will receive an email with a link to complete the online ID check.

Once the ID check process has commenced, it will expire within 10 days. If you do not complete the ID check within this timeframe you will need to purchase a new ID check and start again.

The employer has the functionality to check  the status / progress of the ID check on the workers record in the RIW system.

For information about what documents you need to supply or your ID check, please refer to the Quick Guide – Acceptable Identification Documents.

I’ve made a spelling mistake on a person’s profile, how do you fix it?

If you have made a mistake on a workers profile and you have not yet requested their ID Check, as their primary employer you can edit the details and select save. In the instance the worker has already completed the ID check, you will need to contact the service desk and follow the change name process.

What happens if I don’t have a valid RIW subscription?

If you do not hold a valid RIW subscription, your data and profile will be unavailable to view and you may be denied access to sites.

  • The initial RIW card costs $100 + GST and is valid for 5 years
  • Annual subscription costs $30 + GST and must be renewed every year.
  • 5 year card replacement cost $85 + GST
  • 10 year card replacement cost + ID check $100 + GST

How do I add or remove a company from my profile?

If you have ended employment with a company, the company system administrator will be able to set a leave date to end the employment. If you are starting employment with a new company, the company will initially need to request your employment. Once they have done this, you can accept the employment request by logging into your MyRIW account and viewing and pending employment requests.

How do I add a photo to a workers profile?

When adding a new worker to the system, you will be required to upload a photo onto the workers record prior to requesting their ID check. The photo will need to meet passport requirements. The maximum file size is 10mb and only files with *.jpg *.jpeg *.pdf and *.png extensions

Can I be employed by more than one company?

Yes, you can have up to 3 employers at any time. You must have a primary employer, and have accepted the secondary employment requests via MyRIW to allow the secondary company visibility to your profile.

Can I use my current medical?

Yes, as long as your medical has been completed by an Authorised Health Provider and it meets the requirements of the role. Some roles do require a higher level of medical assessment. To view the medical requirements for each Rail Operator, visit the Business Rules page.

If a medical is not yet loaded onto your RIW profile, please contact your Primary Employer for assistance.

Do I need to be employed to apply for a Rail Industry Worker card?

Yes, an individual must have primary employment, or have their own ABN as a sole trader to apply for a RIW card.

What am I required to hold to gain access to site?

At the minimum, you must have primary employer, current subscription and the relevant work role(s) to gain access to site

When does my RIW card expire?

The initial RIW card cost $100+GST and is valid for 5 years, at which point you will need to replace your RIW card.

RIW card annual subscription renewal is $30+GST.

5 year replacement card costs $85 +GST.

10 year replacement card $100 + GST.

When was the Rail Industry Worker system launched?

The Rail Industry Worker program was launched was in March 2013. The system, previously known as Rail Safety Worker, the Pegasus Card or the Onsite Card was designed to improve delivery and monitoring of safety, training, competencies and certification for Australian rail workers.

The ARA – on behalf of rail transport operators, undertook a tender process during 2018. The tender process was conducted to ensure that the RIW Program meets the expanding needs of the rail industry.

ARA awarded the new contract for delivering RIW Program services to Metro Trains Australia (MTA). Metro Trains Australia were awarded the contract to be the RIW Service Managed Provider commencing from 28th June 2019.

Under what circumstances can the ARA make a complaint to ASQA about an RTO?

To maintain the quality and integrity of the Rail Industry Worker program, the ARA reserves the right to make a complaint directly to ASQA about:

  • the quality of training and assessment services being delivered by ASQA-registered providers, and
  • the marketing and advertising practices of registered training organisations (RTOs) and organisations claiming to be RTOs

Can individual workers add themselves to the employ of a company when they start working with a new employer?

No, the employer will need to search for the worker using their first name, surname, RIW number, DOB. The employer will then request employment and will appear pending until the worker approves the request. In the instance the employment is on a secondary employment basis, the employer will only have viewing capabilities on the workers profile only after the worker has approved the request.

Will I receive reminders of expiring competencies and medicals etc.?

Yes, the system will send automated email notifications to the employer at 90, 60, 30 days before the expiry date. The employer can check a flag to notify the worker to also receive notification of nearing expiries.

I have forgotten my password, what do I do?

If you have forgotten your password, click forgotten password and confirm your username and email address. The system will email you a link to reset your password. If problems persist please contact the service desk as your account may be locked 1300 101 682

Roles and Competencies

What job roles are required to access site?

Depending on what network you are accessing, specific job roles may be required. To find out what roles are required of the network please contact the Network Operator listed here.

If a worker is having trouble accessing site via their RIW card, what do I do?

There could be a number of reasons why a worker cannot access site. The worker may be missing a role or competency. Check that all the competencies associated with the roles you have selected are valid and you have submitted the roles for approval. If everything has been submitted and valid, the worker may be missing a role for that specific site.

What does competency mean?

Competence (or competency) the ability to do something successfully or efficiently. In the Rail Industry, the term competence refers to a number of requirements including qualification, accreditation, validation and re-validation authorisation, currency, and certification. Some competencies such as safeworking competencies, expire within a nominated time frame, which means a worker would need to be re-assessed.

A qualification or unit of competency issued under the Australian Quality Training Framework (AQTF) can also be considered a competency. For the purposes of the Rail Industry Worker system and the safety critical nature of the roles performed, although most qualifications/units do not expire, workers may be required to prove they have maintained the appropriate level of competency against certain units, and a revalidation date will be shown in the system for this purpose.

Note: it does not mean the AQTF qualification is no longer recognised.

Who determines the competencies required to work in the rail industry?

Each Rail Operator has consulted with internal and external Subject Matter Experts to determine what competencies are required to perform a rail operator specific job role on their network.

The National Rail Industry Worker Governance Committee has also invited internal and external Subject Matter Experts in to assist in creating a national set of job roles, this provides industry with a cohesive national approach required to work in the rail industry.

My documents are expired, what do I do?

All of the required  qualifications and or competencies must be current if you wish to apply for a particular job role. If they have expired, you will need to update the qualification or obtain current copies prior to uploading them in the RIW System.

Will my competencies be listed on my RIW card? How will the site know I’m competent?

Competencies are not listed on the physical card, however your roles and competencies are all listed online on your worker record. When arriving at site, the access controller can swipe either your physical card or virtual card to bring up your worker record and view your roles/competencies instantaneously.

If you have forgotten your physical card the access controller has the ability to search you on the system through your, first name, surname and DOB. You also have the ability to log into MyRIW to view your roles, competencies and any upcoming expiries.

Who assigns job roles and competencies to my worker record?

Upon initial application of your RIW profile, your primary employer will assign job roles and competencies onto your worker record and upload any relevant documentation where required for verification by the service desk, alternatively the Registered Training Organisation (if registered) can upload training certificates directly to your profile upon completion of training.

What is the process for adding competencies to my profile outside the initial application process?

If you complete a course through a Registered Training Organisation, they will assign the competency and upload the evidence directly so no verification will be required. In the instance you have completed a course via e-learning, the competency will be assigned to your profile upon completion and appear instantaneously as no verification is required.

Who can upload documents?

Your primary employer can upload documents on your behalf, otherwise in the instance a new competency has been attained the Registered Training Organisation will upload the relevant documentation.

Alternatively some large contracting companies have their own roles and competencies in the system, known as employer based competencies. Where this company is nominated as the contractor in charge they can assign their employer based work roles to your profile given you are associated to them.

How big can the uploaded file be and what format should it be?

The maximum evidence file size is 10mb and only files with *.jpg *.jpeg *.pdf and *.png extensions are permissible.

What happens if the name on my RIW card/profile is different to the name on my certificate/qualification?

If your name on the certificate/qualification or any other documentation being used as evidence is different than that on your RIW card, you must have your certificate/qualification OR statutory declaration signed by an ‘authorised witness’ to confirm your name before it’s uploaded to your profile in the RIW system.

Can I create my own course?

Creating a new eLearning course is done via a Service Desk request.

Rail Industry Worker Card

How long will it take to receive my RIW card?

Once your workers subscription payment has been processed, the system will facilitate the production of the physical RIW smartcard as part of the payment process.. As the physical card may take up to 21 days to arrive (location dependant), the employer can request a virtual card upon card order free of charge, this allows workers to gain  access via their virtual card immediately, whilst awaiting their physical card.

What is a virtual card?

A virtual RIW is an electronic version of the physical card. The virtual card can be downloaded onto a workers mobile phone using the Vircarda App. The Vircarda App generates a QR Code to be read and used to swipe in/out of site the same way a physical card works. 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 Quick Guide – Vircarda App and the Virtual RIW card.

How do I download my virtual card?

The virtual card is accessible via a freely-downloadable app called Vircada. You will be able to download and store your virtual card onto your smart phone. To use Vircada, you must have a compatible smartphone (iOS or Android).

Once a virtual card has been requested from the primary employer, you will receive a detailed email/sms containing your Registration number and PIN for Vircada. Before the app can be used with RIW, you must register on Vircada.

The Vircada app is available for iPhone and Android and must be downloaded from the appropriate app store or from www.riw.net.au/download-the-apps. Once registered and the RIW card has been loaded into your Vircada wallet, the individuals virtual card can be scanned in the same way as a physical card using the QR code functions on the RIW app.

Where will my physical card be sent?

The delivery address can be entered when your primary employer requests the card. There is the option for the card to be sent to the company address or the individuals address. Please contact your primary employer if you are unsure.

What happens if I haven’t received my RIW card?

Please refer to your primary employer to follow up the status of your physical card. In the meantime you can access site via your virtual RIW card.

Do I receive a new card every time new training evidence or new medicals are uploaded?

No, the evidence is uploaded onto a workers online record. All updates are instantaneous and appear on the workers record immediately.

Blocks and Suspensions

What is a block?

A block is a restriction that prevents a Rail Industry Worker from working on a specific rail network or on multiple rail networks. The block can be placed at two levels in the system:

1. National Level: which impacts all work sites on all participating rail networks (a national block is referred to as a Rail Industry Worker Program Block)

2. Network Level: which includes all work sites on a specific network only

Who can place a block?

Blocks can only be placed by a Network Operator or by the National Rail Industry Worker Governance Committee via the Service Desk.

When will a Rail Industry Worker Program block be placed?

A Rail Industry Worker Program block can be placed in cases of fraud or where a serious safety incident occurs. If the Network Operator believes the matter should be escalated to the National Rail Industry Worker Governance Committee for consideration, then the Rail Industry Worker Program block is applied. These types of incidents are categorised under the Rail Safety National Law as a Category A – Notifiable Occurrence.

When will a Network Operator block be placed?

Network Operators reserve the right to remove and block any Rail Industry Worker from their network as a result of any type of breach, incident or accident (in accordance with their network rules and procedures).

Examples include:

• Failure to comply with the Network Operator’s Drug and Alcohol Management Program
• Serious/Critical Safety Breach
• Other valid reason as determined by the Network Operator

What is a suspension?

A suspension is the temporary removal of a worker’s role or competency. There are two levels of suspension:

1. Role suspension – this will prevent the Rail Industry Worker from undertaking work in the suspended role

2. Competence suspension – this will prevent a Rail Industry Worker from undertaking work in any role where the suspended competency is required

Who can suspend a National or Network role or competency?

These suspensions can be placed by a Network Operator or by the National Rail Industry Worker Governance Committee via the Service Desk

When will a National or Network role or competency suspension be placed?

National and Network suspensions can be placed for any of the following reasons:

• Any incident that results in the Rail Industry Worker demonstrating reckless act or legislative breach or organisational breach;

• The Rail Industry Worker is the subject of any action resulting from drug & alcohol testing;

• Safe working breach;

• Wherever a time-based remedial action is considered such as a training/mentoring program to upskill the Rail Industry Worker;

• Competence and/or performance has – or may have – the potential to impact safety or is called into question;

• The Rail Industry Worker is unable to meet competency requirements or re-certification is not granted;

• Advice has been received that the Rail Industry Worker no longer meets the requirements of national health standards;

• The Rail Industry Worker has contravened a Fatigue Management Program;

• Other valid reason as determined by the Network Operator

What is an Employer based role and competence suspension?

Employers with the permission to create employer-based roles and competencies reserve the right to suspend, modify or reinstate a Rail Industry Worker’s site specific role or competency. If a Rail Industry Worker is involved in a breach as a result of an accident, incident or site rule breach, then the employer has the right to suspend the Rail Industry Worker from undertaking work from that site only by suspending their site-specific roles or competencies.

When will an Employer based role and competence suspension be placed?

Employer based suspensions can be placed for any of the following reasons:

• Overstaying fatigue limits

• Safe working breach

• Rail Industry Worker is carrying out any work in an unsafe or unsatisfactory manner

• Infringement of any safety rule or regulation

• A person is performing work for which he/she is not suitably qualified

• A person is guilty of misconduct

• A person has a non-negative alcohol or drug result

• It is considered that the person is unsuitable to work in the vicinity of railway tracks or any of the equipment associated therewith, including not holding the necessary certification or licences required

• Other valid reason as determined by the owner of the employer role/competency

Note: If a Rail Industry Worker is involved in a serious safety breach (including drug and alcohol) or the employer believes that the Rail Industry Worker should be blocked for other reasons, the Contractor in Charge or the employer should notify the relevant Network Operator to request that a block be placed on the Rail Industry Worker. The Network Operator will then determine whether a block is required.

What is a Rail Industry Worker National Block resulting from a medically recorded drug failure?

Where a Rail Industry Worker health assessment requires a drug and alcohol test, if the drug test comes back as confirmed positive, the Authorised Health Professional (AHP) records the results and the system automatically places a National/Rail Industry Worker Program Block on the Rail Industry Worker. Whilst this is recorded on each Network Operator Australia-wide, if any of the Network Operators has a rehabilitation mechanism or policy to support lifting the block on their network, the Network Operator can lift the block for their network only (the block remains for all other Network Operators).

What are the housekeeping rules around blocks and suspensions?

Whilst there are several reasons why a block or suspension can be placed on a Rail Industry Worker, these are generally targeted towards competency management and not behavioural management. Managers/Supervisors must remember to remove any suspension as soon as practicable, especially before the end of a project, as these suspensions are difficult to remove after the project closes and people move on. Disputes concerning blocks should be lodged in writing to the Australasian Railway Association who will aim to mediate a reasonable outcome. Please email: [email protected]

Pricing and Fees

Will there be a change to the pricing structure?

Yes. There will be a change to the RIW Program fee structure and associated services from 28 June 2019. Future services will be delivered with fewer fee categories. These categories can be broken down into fees paid by organisations and fees paid by cardholders.

What fees are paid by organisations?

Annual Company Subscription Fee

For organisations with RIW cardholders, there is a simple six-tier structure for calculating the annual company subscription fee. The fee is based on the number of primary RIW cardholders working for that company when Metro Trains Australia received migrated worker data from Pegasus on 20 May 2019. The fee covers multiple project sites run by an organisation for one annual fixed cost, which means that organisations pay once, rather than paying for each project site. The annual company subscription fee will be reviewed periodically.

The amount payable covers multiple features including:

  • All software features and functions including the main user interface, smartphone apps, 24 hour, 365 days a week Service Desk and Rail Industry Worker self-checking capability (myRIW)
  • Reporting configuration/design/creation
  • Additional new sites and zones for projects led by your organisation
  • Immediate worksite access following ID verification of new RIW Participants via e-Card
  • Direct uploading of competence evidence by participating training organisations and health professionals

Primary vs Secondary Employers

In the new RIW System, a cardholder can be associated with more than one employer. We are referring to their main/most common employer as a ‘primary employer’, while the other associated employers are classified as ‘secondary employers’. Each RIW cardholder can have 1 primary employer and up to 2 secondary employers. This will be helpful for joint venture projects, as well as cardholders who move between employers frequently.

The annual company subscription fee is calculated on the number of cardholders associated to an organisation, where the company is the ‘primary employer’ for the cardholder. This means that if a cardholder has more than one employer, the cardholder is only counted once when it comes to paying fees.

What fees are paid by cardholders?

There are four fees for cardholders, only one of the below is charged per year:

  1. Registration Fee = $100+GST for the initial ID check and card issuance
  2. Annual Renewal Fee = $30+GST
  3. 5th year Renewal Fee = $85+GST (this covers the cost of a new card being issued)
  4. 10th year Renewal Fee = $100+GST (this covers an ID check and new card being issued)

If a worker loses their card, the replacement fee is $85+GST. If you wish to expedite a card being issued or competency verification through an escalation, the fee is $55+GST. The card replacement and escalation fees are paid on per-request basis at the time of the request.

When does my company need to pay their annual company subscription fee?

Companies can pay their annual company subscription fees now, right up to 31 July 2019. Please refer to the Quick Guide – How to pay the annual company subscription fee for details.  The default payment setting for Tiers 2-5 is via credit/debit card or PayPal.  Tier 1 organisations can either pay immediately online, or through pay on account (POA).
If companies do not pay their annual company subscription fee by this date, access to the RIW system will be removed and employees will be disassociated from the company.

Is there a fee for replacing a lost, stolen or damaged RIW card?

Yes. If you require a replacement card due to it being lost, stolen or damaged, the fee is $85 + GST.

When do employers get notified on due payments?

The organisational key contact will receive annual company subscription fee and cardholder subscription reminders automatically, triggered at 12, 4 and 1 week prior to their expiry.

Employers can also view all upcoming subscription renewals easily from within the RIW System by going to the Expiries tab.  Please also refer to the Quick Guide – Monitoring Expiries.

How are employer payments managed in line with medical checks?

During registration for a new RIW participant, a ‘basic’ profile for the new worker is created in the RIW system. After this basic profile is saved, the new RIW participant can undertake their medical before payment for the new RIW participant is made.

After the new RIW participant has passed the medical, then their employer can proceed with payment which will trigger the ID check step and card production.

Naturally, if the worker fails the medical, the employer can choose not to employ the worker and simply insert a ‘leave date’ for the worker’s employment. Once this occurs, the worker’s profile will be removed from the employer’s account.

Is there a cost to expedite verification of competencies?

Yes. The cost to escalate the verification of a competency is $55+GST.

After transition, approved Registered Training Organisations will be able to upload a certificate directly into the RIW system, so the frequency of escalations is expected to drop as more and more training providers begin doing this work.

Can I receive a refund?

No, all purchases are final. No refund will be provided for cancelled applications.

Do I have to pay for each workers subscription even with association and secondary employment?

The Primary Employer of the worker is responsible for paying for the workers subscription.

If there were 3 employers in Pegasus with 1 worker, which will be the Primary Employer in the new system?

The employer who last paid the subscription fee.

What are the payment options? Can we raise a purchase order?

Pay on Account is an option only for Tier 1 fee paying companies. PayPal, credit or debit card is the only option for all other tiers.

We are a Tier 1 organisation. What can we put on Pay on Account?

All cost items can be placed on Pay on Account. This includes ID checks, subscription costs and fast track services. Tier 1 organisations also have the ability to pay via PayPal as well. A company may wish to pay the annual subscription on Pay on Account but ID checks on PayPal.

Data Security & Privacy

How is my data protected?

Please view the Privacy Policy Statement, here.

How can I update my contact details?

Login to your MyRIW profile to update your personal contact details. If you have no access to your MyRIW, contact your primary employer only to update on your behalf.

I lost my RIW card, what do I do?

Your primary employer can request you a new card through the Rail Industry Worker System. The employer can login, search for the workers record, cancel the previous card and request a replacement card. Replacement cards cost $85 + GST.

The old RIW card will be de-activated as part of the replacement process. If you find your card after you have submitted a request for replacement, please discard it as it will be deactivated upon the cancellation.

How can I apply for a replacement RIW card?

Your primary employer can request you a new card through the Rail Industry Worker System. The employer can login, search for the workers record, cancel the previous card/provide reason and request a replacement card. Replacement cards cost $85 + GST.

The previous RIW card will be de-activated as part of the replacement process. If you find your card after you have submitted a request for replacement, please discard it as it will be deactivated upon the cancellation.

RIW System FAQ’s

Who will deliver the new system and services?

The new system and services will be delivered by MTA and their technology partners Reference Point, Veritas and Kineo.

The system will be a customised version of the highly successful SkillGuard product deployed by Reference Point, which is used by over 100,000 rail workers in the UK.

Veritas is a leading Australian identification, authentication and verification technology company.

Kineo is a global workplace learning and development company, helping businesses to improve performance through e-learning and technology.

Supporting MTA in the delivery of the RIW Program will be a local onshore 24/7/365 Service Desk, provided by OracleCMS, and Placard to print and distribute the smartcards.

What are some key features and benefits in the new system?

RIW Participants will see changes to both the RIW services and system tools during transition.

  • Service Transition enables;
  • Service Desk available 24x7x365 to assist all RIW Participants
  • Workplace efficiencies from 28 June 2019
  • Stronger focus on data protection, for example privacy and security
  • Less time off tools and less paperwork
  • Evidence verification can be completed by the assessing body

System Tool Transition enables;

  • Virtual smartcard capability on your mobile
  • MyRIW to log in and see some information about yourself or approve a request to associate from a new employer
  • Online ID checks with a target of 70% to be completed within 24hours
  • A targeted (user permission based) screen features
  • New website and website features
  • A light reliance on hardware (as cards can be read directly from a smartphone)
  • Operators to send notifications to project sites
  • Generating toolbox talks and inductions
  • Attendance recorded for Card Holders
  • Evidence can be uploaded directly by;
    • Participating Registered Training Organisations (RTO); and
    • Registered Authorised Health Professionals (AHP)
  • No ‘pre-association’ required; simply associate by scanning your card
  • A ‘new to industry’ flag for new rail workers
  • Have up to three employers per worker
  • Attach evidence (e.g. a certificate of course attendance) to multiple Card Holders at the same time

How is my personal information being managed?

Throughout the RIW Programs life, personal information (as defined by the Privacy Act 1988) has been a serious matter given careful consideration. The manner in which information about an individual can be collected, used and disclosed is regulated by the Privacy Act, particularly in relation to sensitive information (such as health and medical details). The RIW tender evaluation included an assessment of privacy responsibilities within the context of delivering the RIW Program. Legal representatives and privacy experts from the RIW Tender Evaluation Committee organisations, the Australasian Railway Association and Metro Trains Australia all ensured that robust contractual obligations were put in place in respect to privacy.

Will renewal emails be sent to the company as well as the cardholder?

All Card Holder subscription renewal reminders are sent to the primary employer. They are also visible in the system via a consolidated view 12 weeks or less before expiry. RIW System administrators can use flexible custom reporting options to run a report showing upcoming expiries in any defined period they choose. They can also schedule this report to be delivered to their email.

How will employers be notified if a worker is unfit for duty?

If an RIW Participant is deemed unfit for duty or fails a drug and alcohol test, the primary employer will be emailed with the medical update. Additionally, the outcome of all medicals will be visible to the employer by viewing their profile in the system as soon as the data is uploaded.

How long will it typically take to scan a card?

Typically no more than 2-3 seconds.

It may take a couple of minutes when scanning on site for the first time, but after that it will only take a few seconds. When you open the RIW app for the first time, it will take a few moments to synchronise the site data.

For guided videos, step by step tutorials and information explaining how to spot check and how to use other features which require ‘swiping’ on/off cards please click here

How will cards be checked in remote areas with limited internet access?

Training and help on how to do this will be provided.

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 – 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.

Can I perform spot checks without being a Cardholder myself?

No, this is a change being introduced. After transition all participants must be RIW Participants (Card Holders) in order to check other workers cards.

What is the system capability for handling high influxes of users?

The RIW Program services can broadly be broken into two components; the RIW System (accessed from smart phones, tablets and web browsers), and the peripheral services (i.e. the Service Desk).

The RIW System will be available 24x7x365. All data and backups are kept in Australia and are located on servers designed to house private information for high volume large databases in a secure way. Online training on how to use the system and training for site inductions are also available 24x7x365. The ability to register a new cardholder and go through the online identity check is also available 24x7x365. Processes to inform Card Holders about planned maintenance are also in place. These processes are supported by service level agreements and key performance indicators.

Service disruptions are heavily mitigated through monitoring, availability management and capacity planning. The system design largely prevents these types of events from occurring. The system is designed to cope with tens of thousands of users logged on at the same time, all performing different tasks such as simple updates, running reports, starting their shift or uploading evidence. In the rare instance where a disruption occurs, the system is designed to recover very fast. If more technical information about the solution architecture is required, please contact [email protected]

What is the reporting functionality like in the RIW System?

The RIW System reporting functionality is both powerful and flexible. The system enables users to create fully customisable reports whenever they like, on a real-time or scheduled basis. These reports can also be saved and re-run the next time they’re needed.

The range of options available varies in line with the user’s permission level, but the system will offer pre-defined reports for each user permission level on top of customisable reports. In addition, all reports can be exported, should companies wish to run their own data analytics activities.

What is the speed of uploading an attachment to a competency?

The speed of uploading new competencies in the RIW System will depend on your internet speed and the size of the file. On a reasonable internet connection, this should only take a few seconds.

How does the system manage projects with multiple Principle Contractors?

In the new RIW System, the Network Operator is responsible for selecting one Contractor in Charge for the Project. Where the Contractor in Charge is also the Principal Contractor (for OHS purposes), there will still only be one Contractor in Charge in the system. Where the Project is being delivered by a Joint Venture and the Contractor in Charge is an accredited rail transport operator, but the JV wishes to nominate a Principal Contractor (for OHS purposes), this can still take place. However, within the RIW System, the Contractor in Charge is whoever was selected by the Network Operator at the creation of the Project.

Primary & Secondary Employers

What are the relationships between the worker and the RIW System?

The following relationships exist in the new RIW System:

Primary Employer: The primary employer is the worker’s direct employer, with full edit rights to the worker’s profile.

Secondary Employer: The secondary employer supports transient workers who may work for other employers. The secondary employer has read-only access to the worker’s profile. A worker can have one Primary Employer and up to two Secondary Employers.

Associated Company: Associated companies have advance visibility of a worker before they arrive on Site. This is typically used to ensure a worker is compliant with the employer’s work requirements ahead of time.

Automatic linkage to a worker’s profile upon swipe in: The Contractor in Charge of a Project has automatic linkage to a worker’s profile once the worker is swiped onto a Site under that Project. The Contractor in Charge has read-only visibility of the worker’s profile. Note that this visibility extends all the way up to the Network Operator.

Are workers automatically associated by swiping onto Site?

Yes, the worker is linked automatically when they are swiped onto Site by either the Access Controller or Spot Checker.

As a contractor in rail, we are often the Secondary Employer. How will we be able to edit the worker’s profile in the RIW System?

Secondary Employers have no edit rights over a worker’s profile. Only the Primary Employer has edit rights.

Can employment requests be resent?

You should not need to resend the employment request, as the worker will be able to see the request when accessing myRIW. Otherwise you would have to delete the worker and start again.

Can I search the entire RIW System for workers using the ‘Find a person with a suitable job role’?

No, this feature only enables a Primary Employer to search for workers they employ directly, as well as any workers listing the company as a Secondary Employer or who are associated with the company.

Can Secondary Employers award eLearning?

No, Secondary Employers cannot award eLearning courses to workers. Only the Primary Employer can send eLearning requests to the worker.

Can you view workers after you have ended their employment?

No, companies have no visibility over workers once they end their employment or association.

Does a worker need to be pre-associated before attending Site?

Pre-association is no longer required in the new RIW System. The worker is linked automatically when they are swiped onto Site.

How does an employer associate a worker before they go on Site?

The employer can ‘Search for New Associates’ using Surname, RIW number and DOB. Once found, the employer submits an association request. Once the request has been approved by the worker in myRIW, visibility of the worker’s profile is enabled.

If a worker accepts an employment request, does their profile display the move to another Primary Employer when they are swiped onto site?

No, the RIW App will only display current valid Primary and Secondary Employers.

How can I add a Secondary Employer?

A request can only be sent to workers with a Primary Employer if the ‘Share Employment’ checkbox has been ticked by the Primary Employer. If this checkbox is ticked, the employer can then ‘Search for New People’ using their Surname, RIW number and DOB. The worker will appear on screen and an employment request can then be sent to the worker. When the worker logs into myRIW and accepts the employment request, the worker’s profile now becomes visible to the Secondary Employer.

How do employment requests work? Can a worker manage this process?

A worker cannot manage this process, but can accept employment requests. The employer can ‘Search for New People’ using their Surname, RIW number and DOB. Providing the worker has no Primary Employer, the worker will appear on screen and an employment request can be sent to the worker. The worker logs into myRIW and accepts the employment request.

How do you end a worker’s employment?

The Primary Employer can end employment with a worker by inserting an ‘End Date’ into the worker’s profile.

How does association work across different Network Operators?

The moment the worker is swiped onto Site with a Network Operator, the worker’s profile is linked to the Project where the Site resides under that Network Operator. If the worker then moves to a project managed by another Network Operator, the moment the worker is swiped into the new Site, the link is made and the worker’s profile is now visible to the Contractor in Charge of the new Project under the new Network Operator.

What if the Employer Administrator goes on leave? How can workers manage their profiles?

Employer Administrators have the ability to create additional administrative users for their organisation, enabling coverage during annual leave etc. Workers have no ability to request primary or secondary employment. All such requests must come from companies.

What happens if a role has not been allocated by the Primary Employer and the worker requires a new role with the Secondary Employer?

Changes to the worker’s profile must occur via the Primary Employer. This includes adding job roles and competencies to the worker’s profile.

What happens if a worker rejects an association request, will there be a notification?

Employer Administrators can monitor association requests via the dashboard within the RIW System. Here they can see all requests that have been accepted and rejected.

What happens if the previous Primary Employer hasn’t released the worker?

The worker should contact the previous employer and ask them to end employment. If this is unsuccessful, the worker can contact the RIW Service Desk.

What if the previous Primary Employer is too busy to release the worker?

The worker should contact the RIW Service Desk with the details of the previous Primary Employer. Once the RIW Service Desk confirms that the previous primary employment has ended, the worker can inform the new Primary Employer and an employment request can be initiated.

What if the primary employer no longer exists, how do I move Primary Employers?

The worker should contact the RIW Service Desk with the details of the previous Primary Employer. Once the RIW Service Desk has confirmed that the previous primary employment has ended, the worker can inform the new Primary Employer and an employment request can be initiated.

What if I’ve submitted a previous request with Pegasus to add a worker?

Submit a service request to the RIW Service Desk, attaching a copy of the transfer form. The RIW Service Desk will complete the transfer.

Can Secondary Employers add roles?

No, only Primary Employers have the ability to make any changes to a worker’s profile.

Why can’t workers terminate employment if they can terminate association?

Workers do not have access to change their employment status, this must be done by the Primary Employer. The worker can terminate association (advance visibility), as the worker originally approved the association request.

Will there be notifications for the employer when the requests are approved/rejected?

Yes, but notifications will only appear within the RIW System.

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