Service Request


Service Request

Please choose a request category below:

If you are missing a worker in the new RIW system and the worker had an active subscription in the previous system at 28 June 2019, please lodge this service request to have the new worker added at no cost.

Firstly, create the missing worker in the new RIW system following the Quick Guide – New Worker Creation to step 11 (do not request an ID check). Ensure you upload a recent photograph of the worker. If a duplicate profile is found, please contact the RIW Service Desk. NOTE: The employment request must be accepted by the worker in myRIW before submitting the below service request.

Once submitted, the RIW Service Desk will perform a manual ID check, exempt the worker from the subscription fee for 12 months and order both a physical and virtual RIW card. The RIW Service Desk will send an emailing confirming that you can commence adding job roles and competencies for the worker.


This service request will generate an extract of an RIW cardholder’s swipe history, which may be used as evidence for an assessment or job role assessment application.

Please note that the report will return all Networks, Projects, Sites or Zones swiped on when using the noted job role.


AHP Registration/Login/Delete/Update details

To be registered in the RIW System as an Authorised Health Professional, please complete the below form. Once you have completed your AHP training, we will issue your credentials and add your details to the AHP Master List. This is completed weekly.

AHP Request to Delete Medical File

Please complete this form to request that a medical file (uploaded in error) be deleted.

Upload medical certificate

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Add Another file


Adding a new competency to a workers profile

Step 1 Go to https://app.riw.net.au/ and login using your credentials.

Step 2 Click on the People tab or the Search For My People shortcut on the main dashboard.

Step 3 Enter worker details into the search field, or leave blank and click on search to bring up your entire workforce. Select the worker you wish to allocate a competency to by highlighting their name and clicking on the edit button.

Step 4 Click on the relevant competencies tab on the left hand side menu, and then type in the competency search field to find the competency to allocate.

Step 5 Once you select a competency, you must upload evidence if requested by the RIW system.

Step 6 When the competency has been added, the RIW verification team will confirm the evidence uploaded within 2 business days. You also have the ability to Fast Track (within 8 business hours) the verification process for a small fee. To see the verification status, click on the link on your dashboard.


Please push the forgotten password button to reset your password if you are locked out or still experiencing issues please phone 1300 101 682 for assistance.



If you are a worker please ask your Primary employer to order you a card.

Step 1 Go to https://app.riw.net.au and login using your credentials.

Step 2 Click on the People tab OR Search For My People shortcut on the main dashboard to locate the worker.

Step 3 Enter a search field or leave blank to bring up the entire workforce. Select the worker by highlighting their name and clicking on edit button.

Step 4 Firstly, you need to ensure worker details, such as their home address, personal email address and phone number are up to date, so the physical card can be sent or their virtual card issued to their email or phone via SMS. To do this, click on the Contact Details tab on the left-hand side menu and update details if required.

Step 5 Next, to request a card for the worker, select the Cards tab on the left-hand side menu. All the requirements for requesting a card should be flagged with a green tick. If any are missing, they will be flagged with a red cross and you will be unable to request the card until the requirements have been met in full.

Step 6 The card delivery address needs to be confirmed. There are two options here:

1. Delivery to the Employer

By default, the name of the logged in user automatically populates the Recipient field as shown in the screen above, however, the name of another administrator or person can be entered manually instead. Next, start to type the name of the relevant Delivery Address and select it from the options displayed:

Note: The Delivery Address can only be one of the Offices added as part of the Employer’s record – these can be viewed via the main My Account tab.

2. Delivery to the Worker

If the card should be delivered direct to the worker, tick the Deliver card to Worker? checkbox and the next screen will display the worker’s personal address where the card will be delivered

Note: if requesting card delivery to the worker’s address ensure this is correct and up to date.

For both delivery options, click the checkbox to confirm the worker’s photograph is less than 6 months old and click the Request Card button.

The card request will be passed electronically to the card issuing organisation and dispatched.

Step 7 You’ll be returned to the Cards tab. From here, a virtual card can now be requested for the worker. Click the Request Virtual Card button.

Step 8 On the next screen, select the appropriate delivery method – Send by Email or Send by SMS radio button:

Click Save and Send button and the instructions for registering the virtual card will be sent to the worker by the selected method.

Note: As an Employer Administrator you can review the card production status of all cards by selecting the Card Status button on the home screen.

Please contact your primary employer administrator and request them to cancel card and reorder a replacement card. There is a fee charged to order a replacement card.

Please contact the primary employer administrators and ask them to resend you a pin for the virtual card. You must have the Vircarda App installed on your device. For installation assistance and a guide on using Vircarda have clickable links to the quick guide.

Relocation of onsite Hardware

This service request should be used to request the permanent or temporary movement of on- site hardware. The service request should be populated by someone with knowledge of the assets and sites within the RIW system (i.e.; APA, PA or SA).
Note: This service request only covers the digital movement of hardware within the RIW system. Physical movement of the hardware is the site representatives responsibility.

Note: A new Service request should be used for each asset being moved. I.E if you are moving multiple assets please submit a new request for each item of equipment.

This can be found within the RIW screen or bottom left hand corner of the screen on both the kiosks and tablets

Request to become a verifier

This service request should be used by the Key Contact of the Premium Employer to request the ability for Employer Administrators to be able to verify competencies within their organisation.

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

This service request should only be used to request an update to your AHP or Assessor log in to engage the switcher. For all other user permissions please contact your primary contact at your company.


Step 1 Go to https://app.riw.net.au and login using your credentials.

Step 2 Click on the Reports tab

Step 3 On the Report Tables page, select the themes you require to generate your report by expanding the list by clicking on the + button and placing a check in the required fields. Note that you can choose more than one field. Click continue when you are ready to progress.

Step 4 The Report Filters page also allows you to filter results, apply logic and run time filters.

Step 5 Once the report has been generated, you can export it as a comma separated value (CSV) file, or save the report. Saving the report will also allow you to enable scheduling, so you can run the same report at set times and automatically e-mail it to recipients.

Create/Update Job Role

This service request should be used to create a new job role within the RIW system.

Create/Update Competency

This service request should be used to create a new competency within the RIW system.

Note: If you are requesting a project or site competency to be created- please also indicate the project or site that the competency should be linked to.

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Add Another file

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This Service Request enables you to request an ID check for an overseas RIW cardholder. This Service Request will be addressed within 3 business days.

Please use this form to complete all information requested and provide required documents.

List of required documents:

· Primary document – Copy of foreign passport ID page

· Secondary document – Copy of bank statement or utility bill or birth certificate (name/address) in the last 3 months

Please note, your RIW cardholder must have a valid picture attached in the RIW system before this request can be processed.

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E-Learning Request for Power BI Reporting for Network Operators and Premium Employers (Tier 1)

This service request allows you to register an Employer Administrator from a Tier 1 company (250+ cardholders) for the RIW Power BI Reporting E-Learning module.

Manual ID check

This service request should be utilised when you believe the ID check has failed via the RIW system unfairly.

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Delete

Add Another file

For a list of acceptable identification documents, please click here.

Assessor Account Creation/Alteration to scope of assessments

This service request should be used to request a new assessor creation or amendment to the job roles the assessor is allowed to assess. The request must come form the key contact of the owner for the Job Role.

Request for unlocking user account

This service request should be used to request the users have become locked out of the RIW system or myRIW.

Customised Report Creation

This service request should be used to request a new custom report to be built in the RIW system.

Customised Training Material Creation Request

This service request should be used to request customised training material for your organisation.

Request for dedicated Project Manager

This service request should be used to request a dedicated agent for a period of time to assist with verifications or general support. Note: This service is offered for a minimum of a 4 hour time slot and at a charge.

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