Service Request


Service Request

Please choose a request category below:


    Cardholder Work Experience Log Book Request

    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.

      Company Subscription Refund

      This service request is for a company to apply for a refund of an annual company subscription paid in advance of the RIW Program new pricing model effective 28 June 2021. Companies are eligible for a pro-rated refund, calculated on the number of subscription days remaining after 28 June 2021.

      Please fill in all mandatory details marked with an asterisk (*), and also attach a document, on company letterhead, with bank account details endorsed by the company’s financial authority.

        AHP Management

        To be registered in the RIW System as an Authorised Health Professional, please complete the below form. Once the AHP has completed their AHP training, the RIW Service Desk will issue RIW Medical Provider credentials and add the AHP’s details to the AHP Master List. This is completed weekly.

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          AHP Request to Delete Medical File

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

            Registered Training Organisation – New or Amended Application Request

            Section 1 – RTO Details

            Section 2 – Course/Unit of Competence Details

            Section 3 – RTO Administrator Details

            Note. All individuals requiring access to upload certificates must have a unique log in. Shared log ins are not permitted.


            Section 4 – RTO Primary Point of Contact

            Note. In the event that multiple log ins are provided this point of contact will be the primary point of contact for the RTO.

              RTO Delete/Update details

                Upload Medical Certificate

                This service request can be used by Employers to upload medical and drug and alcohol assessments to an RIW cardholders profile. This request is processed within 3 business days. If a medical assessment is required to be added to a cardholders profile sooner, a fast track option is available for a fee, which is processed in 8 business hours.

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                  Ending Primary Employment

                  This service request can only be submitted by a cardholder. If an Employer wishes to end employment with a cardholder, please refer to the RIW Knowledge Centre article How does a company end employment with a cardholder?

                  On completion of this service request, the RIW Service Desk will end employment with the nominated Primary Employer. This will take effect at midnight of the specified leave date. Once complete, the cardholder can inform their new Primary Employer to send the cardholder an employment request, which can be accepted by the cardholder in myRIW.



                    Missing card

                    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 RIW hardware

                      This service request covers the digital movement and configuration of hardware in the RIW System. Physical movement of hardware is the responsibility of the site.

                      If multiple devices require relocation, a new service request should be used for each asset being moved.

                      Please note: 72 hours’ notice is required for a relocation to be completed.

                      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 in the RIW System or on the bottom left hand corner of a Kiosk or Tablet screen.

                      This is the site name from the RIW System

                      This is the site name from the RIW System

                        Rail Industry Worker card application

                        Before completing this Rail Industry Worker card application, please refer to our article on How do I get a Rail Industry Worker card for the terms and conditions of applying for a RIW card.

                        A new RIW card application costs $250.00 +GST, which includes your first-year card subscription, an identification check and the RIW card. Card applications take approximately five business days.

                        After your application is processed you will receive:

                        • An email from our identity verification service provider to undertake a mandatory identification check. Please complete this as soon as possible to avoid delay. The email will include a link to the service provider’s privacy policy, which you should read to understand how your information will be used as part of the identity verification process.
                        • Login details for myRIW, your online RIW portal.
                        • A virtual RIW card that you can immediately store on your smart device.
                        • A physical RIW card delivered to your nominated address (two-week delivery).

                        When completing this application, please ensure the details provided EXACTLY match the identification documents you will provide during your identification check. For example, if you go by Tim and your driver’s licence (or ID being provided) says Timothy, please ensure your first name is filled in as Timothy.

                        This is the address we will send your RIW card. Please ensure this address matches the address on your identification document.

                        The ID photo provided must meet RIW identification photo standards as per the sample above. Please ensure you are not wearing glasses (on your face or on your head) or a hat/cap.

                        The information you provide for your RIW application will be managed in accordance with the Privacy Policy for the RIW Program.

                        To continue with your application:

                          Request to become a verifier

                          This service request can be used by the primary contact of a Premium Functionality Employer to request competency verification access for an Employer Administrator or Advanced Project Administrator. This will allow the user to verify competencies managed by the organisation.

                            RIW Hardware – New device setup

                            Please use this service request for new device set up only. For hardware relocation please use Relocation of RIW hardware

                            Setup will be completed within 2 business days after request has been submitted.

                            Can be found on the kiosk packaging or on a kiosk body

                            Site needs to be created in RIW before this request has been submitted

                              RIW Hardware Technical Support Request

                                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.

                                  Request Hardware

                                    Request Onsite training or system administration

                                    This service has a fee involved- Minimum cost of $1250 per day + travel + GST

                                      Cardholder Dispute or Appeal

                                      This service request allows a Rail Industry Worker to submit a dispute or appeal about:

                                      • The outcome of a medical or drug & alcohol assessment
                                      • A National or Network block
                                      • A National or Network job role suspension
                                      • A National or Network competency suspension
                                      • The outcome of a job role assessment

                                      The cardholder must complete the request.

                                      Note:

                                      • Disputes or appeals regarding Employer job role or competency suspensions must be made direct to the Employer who placed the suspension.
                                      • All requests to remove a National block or suspension are forwarded to the relevant Network Operator for review. All Network Operators have internal processes which are followed that are independent of the RIW Program. Cardholders should ensure sufficient detail is included in this request to enable the Network Operators to make a determination to lift or maintain the block. Failure to do so may delay the determination. Cardholders may be directly contacted by the relevant Network Operator if required.

                                      Include relevant details, dates, names, and any evidence to support the dispute or appeal. Network Operators may rely solely on the information provided here to make a determination. Insufficient, inaccurate or misleading information may delay the determination or result in the service request being rejected.

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                                        Complaint

                                        This service request allows a Rail Industry Worker or RIW Participant to submit a general complaint regarding the RIW Program or service.

                                        Include relevant details, dates, names, and reasons for the complaint.

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                                          Upload new E-Learning course to RIW E-Learning Platform

                                          This service request is used to request the upload of a new SCORM compliant E-Learning course to the RIW E-Learning Platform, which costs $500.00 +GST. Once submitted, email confirmation will be sent, and an RIW Service Desk team member will be in contact regarding upload instructions.

                                            E-learning request for non RIW cardholder

                                            This service request is for registration of non-RIW cardholders into an E-Learning course. Individuals holding an RIW card should request access to the course from their RIW Employer Administrator.

                                            First Name Surname Email address Course

                                              Job Role Management

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

                                              Please provide Network name if applicable

                                              When the job role is to be valid from

                                              Please list competency names and RIW competency codes. If groupings are required, please identify accordingly

                                                Competency Management

                                                This service request should be used to create a new competency in 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.

                                                File must be provided in PDF only and with landscape orientation


                                                When a new competency is created at the Network Operator or Principal Contractor level, an RIW Business Rule is also required. Please detail the business rule required for this competency below, using previous business rules on the RIW Business Rule Centre as a guide:

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                                                  Notification of shut downs, occupations or possessions

                                                  This service request can be filled in to notify the RIW Service Desk of an upcoming major shut down, occupation or possession.

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                                                    Fast Track Medical

                                                    This service request can be used by Employers to fast track a medical and/or drug and alcohol assessment to an RIW cardholders profile. This request is processed in 8 business hours for $55.00 +GST. The fee also covers the fast track of up to 20 competencies for the cardholder. Please refer to our RIW Knowledge Centre article on fast track medicals for more information.

                                                    This Service Request enables an Employer to request an ID check for an overseas RIW cardholder. This Service Request will be processed in 3 business days and costs $15.00 + GST.

                                                    Please use this form to complete all information requested and provide the following documents:

                                                    · Primary document – copy of foreign passport ID page or birth certificate (if birth certificate is presented, it must be accompanied by photo identification – Government issued ID card or drivers licence).

                                                    · Secondary document – copy of bank statement or utility bill from the last 3 (three) months showing the cardholders full name and address. The address presented on the document must not be on Australian shores. If document presented indicates an Australian address, please proceed with ordering a standard ID check through the RIW system.

                                                    Note: The RIW cardholder must have a valid picture uploaded in the RIW System before this request can be processed.

                                                      Overseas ID Check

                                                        E-Learning request for RIW System Microsoft Power BI reporting

                                                        This service request allows the registration an Employer Administrator for the RIW Microsoft Power BI Reporting E-Learning module. Once the E-Learning module is complete, access to the Microsoft Power BI integration will be provided.

                                                        The cost of the E-Learning module is $25 +GST.

                                                        Note: A Microsoft Power BI licence must be independently obtained by the user prior to access being granted. For more information, please refer to Connecting a new user to Microsoft Power BI reporting.

                                                          Manual ID Check

                                                          This service request should be used when an ID check has failed via the RIW.

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

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                                                            Assessor account creation / Alteration to scope of assessments

                                                            This service request is used to request the creation of a new assessor or to amend the job roles an assessor is allowed to assess. The request must come form the primary contact of the owner of the job role.

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                                                              Request to unlock RIW or myRIW account

                                                              This service request is used to request unlocking of an RIW System or myRIW user account. To reset a password for an unlocked account, please follow instructions in the RIW Knowledge Centre article I have forgotten my password. What do I do?

                                                                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.

                                                                      Request for competency amendment

                                                                      Registered Training Organisations (RTOs) performing direct upload to rail industry workers can request the RIW Service Desk to assist with amendment of competencies already issued. Network Operators may also use this request if amendments are required to be made to RIW cardholder competency awards.

                                                                      These amendments can include:

                                                                      • Deletion of an incorrectly awarded competency or evidence.
                                                                      • Extension of expiry dates.

                                                                      Cardholder details

                                                                        Request for item to be added to the Additional Medical Information

                                                                        This service request should be used by industry to submit items to be considered for inclusion on the additional medical information option in the RIW System.

                                                                        This should include information about what can be accepted and not accepted as evidence for this item.

                                                                        Please ensure you supply the following information as a part of building the business rule:

                                                                        • Additional Medical Information requirements
                                                                        • Upload requirements
                                                                        • Accepted evidence
                                                                        • Not accepted evidence

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                                                                        NOTE: This item will be submitted to the Chief Medical Officers Council or relevant Chief Medical Officer for review and approval before adding to the RIW System.

                                                                          Network Operator request for communication distribution

                                                                          Network Operators can request Rail Industry Worker to distribute email communications to specific audiences of RIW cardholders and their employers.

                                                                          Please include as much detail as possible.

                                                                          • Specific RIW cardholders with certain job roles or competencies
                                                                          • Do the roles need to be valid?
                                                                          • Should the cardholder’s employer primary contact be included?

                                                                          For example: There is change to a Network job role that is required to be performed on X date.

                                                                          Note: RIW maintains editorial control. Any substantial changes will be sent for review prior to sending.

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                                                                            Request Cardholder Certificates

                                                                            This service request should be used to request copies of an RIW cardholders certificates or evidence. Identification of the requestor is required to be submitted to demonstrate authenticity of the requestor.

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