Rail Related Service Request | Rail Industry 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 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.

Request Category *

Name *

Email Address *

The email address provided here will not be published on the AHP Master List; it is used to communicate with you regarding your RIW access. The clinic email address below will be used on the AHP Master List.

Phone Number *

CMO Trainer's Name *

Clinic Name *

Clinic Street Address *

Clinic Suburb *

Clinic State *

Clinic Postcode *

Clinic Phone *

Clinic Email Address *

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Request Category:

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.

Name of requestor *

Phone number *

Email address *

Company name *

Asset *

Is this a temporary or permanent move? *

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.

Asset name *

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

Current site location *

This is the site name from the RIW System

New site location *

This is the site name from the RIW System

Date of initial move *

Date of return move *

Additional comments

RIW Hardware Technical Support Request

Full Name *

Phone Number *

Email Address *

Alternative Contact Full Name

Alternative Contact Phone Number

Alternative Contact Email address

Type of hardware this issue relates to: *

Name of site hardware item is located: *

Asset number/s or device name/s if known:

Please describe in detail the issue that they are experiencing and the troubleshooting steps that were taken. *

Is this issue affecting ALL workers on site *

Is there a redundancy (another kiosk/turnstile available for use/workaround) in place? *

Is this specific issue affecting multiple sites? *

Are you in a shutdown or is there an impending shutdown which will require this device to be fully functional? *

How long has this device been deployed on site for? *

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.

Cardholder name *

RIW number *

Employer *

Phone number *

Email address *

Escalation relating to: *

Description of issue: *

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.

Do you wish to provide any supporting documentation?

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Declaration: I agree that this dispute or appeal and any attachments will be forwarded to the appropriate governing body or Network Operator for review, and all decisions are final.

The RIW Service Desk facilitates the request and is not a participant in the outcome.

Complaint

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

Full name *

RIW number (if applicable)

Company

Phone number *

Email address *

Complaint description: *

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

Do you wish to provide any supporting documentation?

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Declaration: I agree that this complaint may be forwarded to the appropriate governing body, such as the Australasian Railway Association, National Rail Industry Worker Governance Committee, Chief Medical Officers Council, Network Operator or Metro Trains Australia (RIW Service Provider) for review and resolution.

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.

Name of person requesting the E-Learning *

Email address of person requesting the E-Learning *

Number of Students Enrolling *

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.

Name of Requestor *

Organisation *

Phone number *

Email Address of requestor *

National or Network*

Please provide Network name if applicable

Job Role Name *

Job Role Description *

Is safety critical*

Requires assessment*

Required medical level*

Requires drug and alcohol pass*

Start date active *

When the job role is to be valid from

Competencies to be added *

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

If there are other versions of any of these competencies, would you like these added an a grouping of competencies created? *

Competency Management

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

Name of Requestor *

Organisation *

Phone Number *

Email Address *

Name of competency *

Category *

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.

Project name (if applicable)

Site name (if applicable)

Start Date Awardable *

End Date Awardable (if applicable)

Definition of competency *

Medical Level Required *

Evidence required *

Evidence verification required *

Expiry *

Expires after how many months *

Assignable by *

Awardable by E-learning *

Awardable by Access Controller *

Site Induction File *

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:

Competency Requirements

Upload and Expiry Requirements

What evidence will be accepted

What evidence will not be accepted

Upload evidence files (for inclusion on the business rule)

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Upload Documents*

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.

Primary documents*

Secondary documents*

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.

Name of person requesting access *

Email Address *

Phone Number *

Name of person to be registered for Power BI Reporting E-Learning *

Email of person to be registered for Power BI Reporting E-Learning (note: must be the same email address assigned to their RIW Employer Admin profile) *

RIW System username of person to be registered for Power BI Reporting E-Learning *

Company/Network Operator this Employer Administrator requires BI Reporting functionality for? *