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FAQs
General Questions

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

If your company wasn’t previously registered in the RIW program, you will need to do this first.

Complete the application form at https://app.riw.net.au/SkillSafe/CompanyRegistration. You will require a valid ABN to register with the online form, and you must provide company details including the details for a primary contact. You must also specify the size of your company, that is, how many employees you will manage as rail industry workers. This information will be used to calculate your payment tier.

After the company registration has been received, the RIW Service Desk will process and approve the registration. An email will be sent to the primary contact which will contain a link to set up the account.

NOTE: If your company does not have a valid ABN (ie. the company resides in a country other than Australia), please contact the RIW Service Desk on 1300 101 682, as your company will need to be manually set up in the RIW system.

Is it compulsory to have a RIW card?

All RIW Program participating rail network operators require workers to maintain an RIW card to demonstrate competency to undertake rail safety work on their networks. The below operators are member of the RIW program:









All work carried out on the above rail networks will be managed through the new RIW cards and system. Where the rail environment interfaces with civil construction, you can confirm competency and site access requirements with the relevant Network Operator or Contractor-In-Charge. You can also find a list of project sites which mandate RIW cards for workers here.

Please note that some sites in the Transport for NSW cluster are still in transition. You can find out more information about this here.

Does a Rail Industry Worker card expire?

Yes. RIW cards have a lifespan of 5 years.

The RIW system will alert Employers when a card is expiring as the cost to renew that year will be different that the annual worker subscription renewal fee.

The annual subscription renewal fee is $30+GST.

The 5 year replacement card cost is $85+GST.

When was the Rail Industry Worker program launched?

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

The Australasian Railway Association (ARA), on behalf of Rail Transport Operators, undertook a tender process in 2018. The tender process was conducted to ensure that the RIW Program meets the expanding needs of the rail industry.

The ARA awarded the new contract for delivering RIW Program Services to Metro Trains Australia (MTA) 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 Australasian Railway Association (ARA) reserves the right to make a complaint directly to Australian Skills Quality Authority (ASQA) about an RTO regarding:

  • 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 RTO’s.

Who will deliver the new system and services?

The new RIW system and services are delivered by Metro Trains Australia and their technology partners.

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

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.

Placard print and distribute the RIW smartcards.

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

The RIW Program offers many benefits to the local rail industry in Australia, including:

  • National competency database for rail workers
  • Strong focus on data protection, privacy and security
  • Smart device enabled system
  • Capability for both physical and virtual smartcards
  • Light reliance on hardware, smartcards read from smartphone
  • No ‘pre-association’ required; associate by scanning smartcard
  • Competencies and medicals uploaded by approved assessing bodies
  • Ability to record a card holder’s attendance at project site briefings
  • Site-based competency function can send alerts directly to site personnel
  • Online ID checks with no need to visit Australia Post
  • Less time off tools for rail workers
  • Improved fatigue management across the rail industry
  • Service desk available 24x7x365 to all RIW participants
  • Accessible myRIW feature gives card holders visibility of their online profile

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 and associated services are available 24 hours a day, 365 days a year. 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.

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.

Roles & Competencies

What job roles are required to access site?

The requirements to enter a site will depend on which Network you are accessing and the requirements of the Contractor in Charge. Specific job roles may be required to enter and work on these sites. 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 might be the problem?

There could be a number of reasons why a worker cannot access site:

  • The worker may be missing a job role or competency. Please check that all the job roles on the profile are valid. Employer Administrators can view this via the RIW system. Workers can view this via their myRIW account.
  • The worker could be missing a specific role or competency required for that site. Please check with the Network Operator or Contractor in Charge for specific site requirements.
  • The worker may have a national or network block on their profile.
  • The worker may not have a primary employer or a current subscription.

What does competency mean?

Competence (or competency) is the ability to demonstrate knowledge or the application of a task successfully and consistently. In the Rail Industry, the term competence refers to a number of requirements including qualification, accreditation, validation and re-validation authorisation, currency, and certification.

There are some competencies such as safeworking competencies that expire within a nominated time frame, this means that a worker would need to be re-assessed to remain competent.

A qualification or unit of competency issued under the Standards for RTOs can also be considered a competency. For the purposes of the Rail Industry Worker program 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. A revalidation date will be shown in the RIW system for this purpose.

Note: This does not mean the AQTF qualification is no longer recognised, it simply means that it is not valid for this worker in the context of the rules relating to the competency. For more information please visit the RIW Business Rules page.

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 the competencies 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 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.

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.

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 a RIW profile is different to the name on a certificate/qualification?

If a name on a certificate/qualification or any other documentation being used as evidence is different to the name on a RIW profile, a statutory declaration signed by an ‘authorised witness’ must be supplied and uploaded with the certificate/qualification evidence to confirm the name.

Is there a cost to fast track verification of competencies?

Yes. The cost to fast track the verification of a competency is $55+GST, which means it will be verified within 8 business hours. Please note that if you choose to fast track, the one fee can cover up to 20 competencies for each individual worker. To use this service, continue adding fast track competencies to the Shopping Basket, but do not pay until all competencies are added. Refer to the instructions in the Quick Guide – Adding a new competency to a worker’s profile.

Can Secondary Employers award eLearning?

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

If the secondary employer requires the worker to undergo an e-Learning course, the worker will need to request the Primary Employer to add/request it for them.

How do I upload job roles and competencies to a worker’s profile?

To add a job role to a worker’s profile, please consult the Quick Guide – Adding a new job role to a worker’s profile

To add a competency to a worker’s profile, please consult the Quick Guide – Adding a new competency to a worker’s profile

Alternatively, watch our how-to videos:

Note: If the course was completed through a Registered Training Organisation, they can upload competency evidence directly to the workers profile, so no verification is required.
In the instance the worker has completed a course via e-learning, the competency will be assigned to their profile upon completion and appear immediately.

Rail Industry Workers

How do I register for a RIW card?

Your Primary Employer will need to order your RIW card for you.

If you are a brand new worker to the RIW program, your employer will need to add you to the system and then the RIW system will email you a link to set up your myRIW account. You must complete the registration and approve the employment request before a card can be issued. The process of accepting an employment request is outlined in the Quick Guide – Accepting an employment request. During the onboarding process you will also need to complete a 100 point ID check and your Employer will arrange for your RIW subscription to be paid. Once this is complete, you are eligible for a card and this will be produced and dispatched to the delivery address specified by your employer.

How do I complete the 100 point ID check?

Upon registering for the RIW program a new worker will receive an email with a link to complete an ID check. The worker should follow the instructions and upload the required identification documents. For more information about what documents you will need to supply for the ID check, refer to the Quick Guide – Acceptable Identification Documents.

Once the ID check process has commenced, it will expire within 10 days. If the worker does not complete the ID check within this time, the Employer will need to purchase a new ID check and start again.

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

In the instance that the ID check was rejected due to incorrect/mismatching names, please contact the RIW Service Desk on 1300 101 682 for next steps.

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 site.

Please contact your Primary Employer to rectify your subscription status.

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

If you have ended employment with a company, the RIW Employer Administrator for that company will need to set a leave date on your RIW profile to end your employment with that organisation.

Alternatively, you can submit an Ending Primary Employment Service Request.

If you are starting employment with a new company, the company will need to send an employment request via the RIW system. You must accept the employment request for the company to have access to your profile by logging into your myRIW account and viewing and pending employment requests. Refer to the Quick Guide – Accepting an employment request.

Can I be employed by more than one company?

Yes. You must have a Primary Employer to have authority to work. In the case of transient workers, you can have an additional two secondary employers on your profile.
All employment requests must be accepted by the worker via their myRIW account. This will allow employers visibility of your profile.

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?

The minimum requirements to enter a site are:

  • a primary employer
  • a current subscription
  • a physical or virtual RIW card
  • the required job role(s) and competencies to work on site.

Contact should be made with the Network Operator or Contractor in Charge to determine the required job roles and/or competencies for site access prior to entry.

My competency documents have expired. What do I do?

Worker qualifications and or competencies must be current if you wish to undertake a particular job role or have it remain as valid on your profile.

If the competencies have expired, you will need to update the qualification or obtain current copies prior to having them uploaded to your profile in the RIW system by your RIW Employer Administrator.

The process of uploading competencies to a workers profile can found in the Quick Guide – Adding a new competency to a worker’s profile.

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

Although competencies are not printed on the exterior of the card, your roles and competencies are stored electronically and can be accessed and read on site using either your physical or virtual card.

When arriving at site, the Access Controller can swipe either your physical card or virtual card to bring up your record and view your valid job roles/competencies.

If you have forgotten your physical card, the Access Controller has the ability to search for you via the forgotten card function on the RIW App. The Access Controller will need to use your first name, surname and either your DOB or RIW number.

Who assigns job roles and competencies to my RIW profile?

Your primary employer has edit rights over your profile and will assign job roles and competencies and upload any relevant documentation where required. They may also need to send this documentation to the RIW Service Desk to have verification performed. Alternatively, the approved Registered Training Organisation (RTO) where you undertook the training, can upload training certificates directly to your profile upon completion of training, because the certificate is directly coming from a source of truth. In this case, the certificate does not require verification.

Who can upload my competency documents?

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

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 long will it take to receive my RIW card?

Once your subscription payment has been processed and your card has been ordered by your RIW Employer Administrator, your physical card will be manufactured within 7 days and dispatched. As the physical card may take up to 14 days to arrive (location dependent), the employer can request you a virtual card free of charge, which allows you to use your RIW card immediately. If you have not received an email or SMS with instructions on how to set up your virtual card, please contact your Employer.

What is a virtual RIW card?

A virtual RIW card is an electronic version of the physical card. The virtual card can be downloaded onto your 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. 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 RIW virtual card is accessible via a freely-downloadable app called Vircarda. After the app has been downloaded and installed, a worker can load and store their virtual card on their smart phone. To use Vircarda, you must have a compatible smartphone (iOS or Android).

After a virtual card has been requested for you by your Primary Employer, you will receive a detailed email or SMS containing the registration number and PIN for Vircarda. Before the app can be used with the RIW system, the cardholder must register on Vircarda.

The Vircarda app is available for both iPhone and Android and must be downloaded from the appropriate app store. Visit the RIW download page for more information.

Where will my RIW card be sent?

The delivery address for your RIW card is chosen when your Primary Employer requests your card. There is the option for the card to be sent to the company address or to the worker’s home address. Please contact your Employer if you are unsure where the card has been sent to.

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

Please contact your Primary Employer to follow up the status of your physical card.

Your Primary Employer can view the card status and shipment address by viewing your profile via the cards tab. If your card was sent to an incorrect address, the card will hopefully be returned to sender. If the card is returned to the RIW Service Desk, an email will be sent to the address attached to your profile requesting an updated postal address. Your card will be resent to you.

In the meantime, you can access site with your virtual RIW card.

How can I update my contact details?

You can update your personal contact details by logging in to your myRIW account. Check out the Quick Guide – myRIW for instructions on how to set this up. Alternatively, contact your Employer to update your details.

I have lost my RIW card. What should I do?

If you have lost or misplaced your card you should immediately report it to your Employer.

Your Employer can request you a new card through the Rail Industry Worker System at a replacement cost of $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.

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.

What is myRIW?

myRIW allows Rail Industry Workers to view their profile on the web. In myRIW you can see your employers, associations, job roles, competencies and medical results. You can also update your email address, mobile or password. If desired, you can ask your employer to make any corrections to your profile.

If you are a newly created worker in the RIW system, you will receive an email invitation to create a myRIW profile to accept an employment request. If you already had a profile in the old Pegasus system, you will not receive an email invitation and must create your new myRIW profile. A short video has been developed to show you how to use myRIW. We have also developed a Quick Guide – myRIW which walks you through the functionality of the system.

To set up myRIW, you will need to have a personal email address. If you require assistance to do this, refer to the Quick Guide – How to set up an email address for myRIW.

You can access the myRIW login via the portal at https://app.riw.net.au/MySkillGuard/Account/LogOn.

If you forget your password, please use the Forgotten Password link on the log in screen.

How do I accept the Permission Access Agreement (PAA)?

To accept the PAA, you must create an electronic profile through myRIW. To help you with accessing and using myRIW, we’ve developed a short video and a printable Quick Guide – myRIW.

Blocks & 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.

These blocks are visible by Access Controllers and Spot Checkers when a worker’s card is swiped.

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 on a worker’s profile?

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, a national 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 place and remove a block on any Rail Industry Worker from their network. This could be 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
  • 5 year card replacement cost $85 + GSTOther 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. Competency 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?

Premium Functionality Employers have the ability to create their own job roles and competencies to manage works within their organisation.

Employers with the permission to create employer-based job roles and competencies reserve the right to suspend, modify or reinstate a Rail Industry Worker’s site specific role or competency.

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?

Rail Industry Workers are required to undergo health assessments, which can include a drug and alcohol test. If the drug or alcohol test comes back as confirmed positive, the Authorised Health Professional (AHP) records the results on the workers profile. The RIW system automatically places a National block on the worker.

This block is in place with 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. However, the block will remain in place for all other Network Operators.

What are the rules around blocks and suspensions?

While 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.

How can a block or suspension be disputed?

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 & Fees

Will there be a change to the pricing structure?

Yes. There has been 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 company and cardholder fees.

What fees are paid by companies?

For companies 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, or when the company registered for the RIW Program. 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

What fees are paid by companies for cardholders?

To have an active card in the RIW system, a yearly subscription fee is payable for each worker.

  1. First year registration fee = $100+GST for the initial ID check and card issuance.
  2. Annual renewal fee = $30+GST
  3. Fifth year renewal fee = $85+GST (this covers the cost of a new card being issued)
  4. Tenth year renewal fee = $100+GST (this covers an ID check and a new card being issued)

If a worker loses their card, the replacement fee is $85+GST.

To fast track a competency verification, the fee is $55+GST.

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

During transition, annual company subscriptions fees were due on 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).

For new companies entering the scheme, the annual company subscription is due immediately and annually thereafter.

If companies do not pay their annual company subscription fees, 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 a worker requires 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 company primary contact will receive the annual company subscription fee and cardholder subscription reminders automatically via email, 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 refer to the Quick Guide – Monitoring Expiries for further guidance.

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?

No. The Primary Employer of the worker is responsible for paying for the workers subscription.

Secondary or Associated Employers are not required to pay any cardholder fees.

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?

PayPal or credit/debit card is the only option for processing payments for Tiers 2-5 companies.

Pay on Account is an available option for Tier 1 fee paying companies only.

We are a Tier 1 company. 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 companies also have the ability to pay via PayPal as well, i.e. a company may wish to pay the annual subscription on Pay on Account, but ID checks on PayPal.

Data Security & Privacy

What is the Permission Access Agreement (PAA)?

The PAA serves a number of purposes, including informing rail industry workers and other system users entering and accessing personal information into the system about:

  • the purposes of the RIW Program and why information is collected;
  • the types of information collected for the RIW Program;
  • the way personal information is stored, used, managed and deleted;
  • who may access the information and the circumstances they can do that under

The PAA provides assurance to RIW workers that their personal information is used, stored, handled and disclosed for the RIW Program in a controlled manner. Acceptance of the terms of the PAA ensures:

  • that users enter complete, accurate and up to date information into the system;
  • compliance with MTA’s Privacy Policy (which is accessible via the PAA) and other applicable employer policies;
  • responsible use of RIW cards

Metro Trains Australia (MTA), as the provider of RIW program services, is obligated to comply with all applicable laws, including data privacy and security requirements. All RIW participants must provide consent for MTA to store their data – this consent must be given by the worker in order to hold their RIW card. If a worker does not accept the terms of the PAA , they will not be able to access or use the RIW system.

How does a worker accept the Permission Access Agreement (PAA)?

To accept the PAA, a worker must create an electronic profile on myRIW. To help workers with accessing and using myRIW, we’ve developed a short video and a printable Quick Guide – myRIW to assist them with setting up their profile and accepting the PAA.

myRIW can be accessed from the login button in the top right of the screen, or at https://app.riw.net.au/MySkillGuard/Account/LogOn.

How does MTA comply with Privacy Laws?

The protection of personal information in the private sector is required by the Privacy Act 1988 (Cth) and, where applicable, State and Territory privacy laws (collectively the “Privacy Laws“) and Metro Trains Australia (MTA) are bound to comply with these Privacy Laws as they apply to our business. All of our employees and officers are expected to comply with the Privacy Laws and our policies and procedures concerning the protection of personal information.

MTA manages personal information for the purposes of the Rail Industry Worker Program (RIW Program). The RIW Program provides an online competency and safety management system for Australian rail workers. It is owned and endorsed by the Australasian Railway Association (ARA) and operated by MTA.

How can I get my data in the future?

Subject to certain exemptions provided for under the Privacy Laws, Rail Industry Workers have the right to access Personal Information MTA holds about them. MTA will also take reasonable steps to keep accurate and up to date Personal Information which we hold about Rail Industry Workers. If a Rail Industry Worker believes that the Personal Information that MTA holds about them is inaccurate, incomplete, out of date or no longer relevant, please notify MTA via the contact details below.

If you would like to seek access to Personal Information that MTA may have about you or update that information, then please contact the RIW Service Desk on 1300 101 682 or [email protected] in the first instance, or write to Metro Trains Australia’s Privacy Officer via the details below.

Catherine Speers
Privacy Officer
Metro Trains Australia Pty Ltd
GPO Box 1880
Melbourne VIC 3001

How does MTA manage cyber security?

MTA strives to ensure the security, integrity and privacy of information we collect. MTA has established reasonable security measures to protect your Personal Information from misuse, interference, loss, unauthorised access, modification or disclosure in contravention of MTA’s Privacy Policy for the RIW Program. MTA’s employees, contractors, agents and service providers who provide services related to our information systems, are obliged to respect the confidentiality of any Personal Information held by us. MTA review and update our security measures in light of current technologies, working in an ISO 27001 Information Security Management System framework.

What personal information do we collect?

For the RIW Program, MTA may collect a workers name, gender, photo, date of birth, address, contact details, identification information (e.g. signatures, driver’s licence), health information (e.g. fitness for work assessments, medical records, and results of drug and alcohol tests), competency information (e.g. skills, credentials, registrations and qualifications), right to work details (e.g. visas and passports), work roles, site attendance timestamps, employment history, emergency contact and other personal information as required for the RIW Program.

Why do we collect and how do we use personal information?

MTA collects and uses Personal Information in order to manage and provide services in relation to the RIW Program.

MTA will only disclose Personal Information that we collect for the RIW Program to:

  • The Australasian Railway Association;
  • Rail Transport Operators and other organisations that wish to access and use the RIW Program;
  • MTA’s contractors, agents and advisors helping us to manage and provide services in relation to the RIW Program;
  • Authorised health practitioners;
  • Other entities as required or permitted by law.

Personal Information will only be disclosed to these entities to the extent that those entities are entitled to access that information under the RIW Program.

RIW System

I’ve made a spelling mistake on a person’s profile. How do I fix it?

If you have made a mistake on a workers profile and you have not yet requested their ID check, you should contact the Service Desk on 1300 101 682 to have this amended before requesting an ID check. In the instance the worker has already completed the ID check, you will need to contact the RIW Service Desk and follow the change name process, and then resubmit the ID check to have it processed again.

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 recent photo to the workers profile prior to requesting their ID check. You can do this by clicking on the upload photo hyperlink below the workers default photo. The photo will need to meet RIW photo requirements, and have been taken within the last 6 months. The maximum file size is 10mb and accepted file types are *.jpg *.jpeg *.pdf and *.png.

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

Yes, the RIW system will send automated email notifications to the employer at 90, 60 and 30 days before the expiry date. The employer can check a flag on the workers profile for the system to notify them of pending expiries.

The Employer Administrator can view the expiries of competencies, cards, medicals, subscriptions and ID checks at any time on the expiries tab on the RIW system. This tab shows all workers who fall within 90, 60 and 30 days before the expiry dates for these categories.

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 are available to employer administrators, the system will also offer pre-defined reports for all user permission level on top of customisable reports for employer administrators. In addition, all reports can be exported, should companies wish to run their own data analytics activities. Refer to the Quick Guide – Creating Reports for more information.

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 Principal Contractors?

In the new RIW System, the Network Operator is responsible for selecting one Contractor in Charge for each 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 Joint Venture 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.

Can employment requests be resent?

You can resend an employment request to a worker by navigating to the home page in the RIW system, choosing the employment request icon, and then selecting resend employment request.

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 you view workers after you have ended their employment?

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

Only primary, secondary and associated employers have visibility of a workers profile.

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

The employer can ‘Search for New Associates’ using the worker’s surname, RIW number and date of birth. 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.

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

No. A worker cannot manage this process. A worker can only accept an employment request sent by an Employer.

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. Refer to the Quick Guide – Creating new RIW system administrator users.

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 RIW system will email you a link to reset your password.

If login problems persist please contact the RIW Service Desk on 1300 101 682 as your account may be locked. This can occur after an incorrect password is entered in 5 times.

Primary & Secondary Employers

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

The following relationships exist in the 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 association 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 a site?

Yes, the worker is automatically associated when they are swiped onto site by either an Access Controller or Spot Checker.

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.

As a secondary employer, how will we be able to edit the workers profile in the RIW system?

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

How can I allow a secondary employer?

A secondary employment request can only be sent to workers with a Primary Employer who have the ‘Share Employment’ checkbox ticked by the Primary Employer.

If this checkbox is ticked, the employer can then ‘Search for New People’ using the worker’s surname, RIW number and date of birth. 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 will become visible to the Secondary Employer.

If the worker does not have the ‘Share Employment’ checkbox ticked, the worker needs to ask their Primary Employer to tick it.

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 will now be visible to the Contractor in Charge of the new project under the new Network Operator. A worker can be associated to multiple networks.

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.

If the worker requires changes of jobs roles and competencies, the worker will need to request the Primary Employer to make these changes.

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 submit an Ending Primary Employment Service Request.

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.

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

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

Card Checking

How long will it typically take to scan a card?

This is heavily influenced by your own data connectivity at the time of checking the card. However, it should typically take 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.

Can I perform spot checks without being a RIW cardholder myself?

No. All Spot Checkers and Access Controllers must be RIW cardholders in order to check other workers cards.

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

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 or an Android without NFC, 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.

Medicals

Can I use my current medical?

Medical information was transferred to the RIW system during transition from the previous service provider Pegasus on 28 June 2019.

If you need to upload a new medical certificate, please ask your Employer to submit the relevant document via the Upload Medical Certificate Service Request on the RIW website.

What happens with the worker subscription if the worker I want to employ fails their medical?

When registering a brand new RIW worker, a ‘basic’ profile containing the workers core details is created in the RIW system. At this stage there is no requirement for a worker payment subscription.

After the workers profile is created, the worker can undertake the required medical through a registered Authorised Health Professional (AHP). The AHP will upload the workers pass/fail certificate to the workers basic profile.

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.

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.

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

If an RIW worker 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.

Why do rail workers need to be medically assessed?

The National Standard for Health Assessment of Rail Safety Workers underpins the system for monitoring the health of rail safety workers in Australia. The national standard enables a consistent application of health standards across the rail industry, ensuring that medical criteria reflect the latest knowledge of health conditions and the impact on safe working performance. The National Transport Commission (NTC) reviews the national standard every three years. The 2017 Standard came into effect on 1 February 2017 and applies to all rail transport operators and rail safety workers in Australia.

Rail transport operators endorse selected doctors and health professionals to undertake medical assessments. All health assessments for rail safety workers are conducted in line with the current edition of the national standard.

How can I fast track a medical assessment?

If a rail worker is required to go out on track , you can elect to fast track the medical assessment (and any required competencies) for $55+GST. Fast track medicals will be processed within 8 business hours. Follow the instructions in the Quick Guide – Fast track medicals.

TfNSW Transition

When will the new RIW cards be issued to TfNSW Rail Industry Workers?

The transition to the new RIW cards will be phased over time commencing 1 October 2019. TfNSW will be working with their supply chain, employers and network operators to agree actual dates and transition phasing.

Why has there been a delay with the TfNSW transition?

TfNSW consulted with industry and stakeholders, and it was clear that the current program of capital investment into the rail network in NSW has increased the complexity of the transition from Pegasus to the Rail Industry Worker Program. As a result, the Transport Cluster (TfNSW; Sydney Trains; Sydney Metro; NSW Trains; RMS) will adopt a phased implementation to the RIW System from 1 October 2019.

TfNSW will be working towards a smooth transition and keeping all stakeholders informed along the way.

Why was there a change needed when the other system worked?

The new system has a strong focus on data protection, privacy and security. The system will give network operators, industry employers and contractors-in-charge a clear line of sight to workers who are swiped into projects, sites and zones. It will also deliver virtual smartcard capability on Android and iPhones, online ID checks and permission-based screen features for network operators, industry employers and card holders.

The myRIW feature will enable card holders to log on and see their full profile including employers, associations, job roles, competencies and medical results. They’ll also be able to update their contact details, accept employment and association requests, as well as end associations with employers and projects.

The new system will also see evidence verification completed by the assessing body, with training certificates and medical results uploaded directly by approved Registered Training Organisations or Authorised Health Professionals.

Why are there no delivery dates being confirmed?

TfNSW will adopt a phased implementation to the Rail Industry Worker system from 1 October 2019. The transition will roll out on a site-by-site basis, with all sites completed by 13 December 2019. However, if you only work at or on the Sydney Metro Central Station Mainworks or the Sydney Siding and Junction Project you will not be required to transition to the new RIW system.

MTA will conduct training sessions for the TfNSW contractors to support this transition over zoom conferencing starting from the 1st week of October. These sessions will run over 5 weeks. To support all other participants, a suite of instructional tools and a communications toolkit has been developed to help the rail industry in NSW make the transition to the system.

If it is a phased approach, what if employees must go to multiple sites with different check in processes? How will it work?

Until such time as the transition to the RIW Program is complete, rail industry workers can continue to access every site in NSW with their existing Pegasus Rail Safety Worker card, even if they have been issued with a new RIW card. Pegasus machines will continue to operate at all sites until full transition to RIW is complete.

The Pegasus Rail Safety Worker system will still be available at all sites across NSW.

Do TfNSW employees keep their Pegasus card?

Pegasus Rail Safety Worker cards will continue to be used on site until further notice is given about when the site has transitioned to the RIW system by the Principal Contractor.

What happens if a rail industry worker works with a Principal Contractor using both the Pegasus and RIW system?

A rail industry worker who has been issued with a RIW card will still need to hold on to their Pegasus Rail Safety Worker card in order to work for Principal Contractors who still use Pegasus on their site. You should contact your Principal Contractor to understand their site requirements prior to going to site.

Some rail industry personnel have received an email from RIW instructing them to upload their virtual card onto their smart phone. What should they do?

Workers need to retain their Pegasus cards and continue to use them to access work sites until the Principal Contractor has notified them otherwise. Worker’s should continue the process of registering their details in myRIW to ensure their information is current and up to date, as well as signing the Permission Access Agreement. You can install your virtual RIW card at any time by following the instructions in the email, or by accessing the Quick Guide – Vircarda App and the Virtual RIW card available on the RIW website.

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