Rail Related Service Request | Rail Industry Worker

Request Category:

Registered Training Organisation – New or Amended Application Request

Section 1 – RTO Details

RTO Trading Name

RTO Legal Name

RTO Code

ABN

Company Address

Suburb

Country

Postcode

Email Address *

Contact Phone Number *

Contact Name *

Contact Facsimile *

RTO Website Address

Section 2 – Course/Unit of Competence Details

Course Qualification Name (If applicable)

Unit Code(s)

Unit Name(s)

Release Version

Section 3 – RTO Administrator Details

First Name

Surname

Email Address

Mobile Phone Number

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

First Name

Surname

Email Address

Mobile Phone Number

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

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.

Employer *

Requestor Name *

Requestor Email *

Requestor Phone *

Cardholder First Name *

Cardholder Surname *

Cardholder Date of Birth *

RIW Number *

Medical Practice *

Authorised Health Professional Name *

Category of Medical

Date Medical Completed *

Are you uploading a drug test result? *

Are you uploading an alcohol test result? *

Comments

Upload a document *

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If a cardholder has changed or has the wrong employer listed against their profile, there are two ways to resolve this issue:

1. The cardholder can contact the employer and request they end their employment relationship in the RIW System, as outlined in How does a company end employment with a cardholder?

2. The cardholder can end their own employment relationship in myRIW by following the instructions in How does a cardholder end their employment relationship with an employer in myRIW?

In both cases, once employment is ceased with a company, the change will not take effect until midnight on the specified leave date. This allows the cardholder to approach a new employer to seek ‘employment’ for ongoing management of their RIW profile.

Before starting employment with a new primary employer, the company will need to send an employment request to the cardholder via the RIW System for the day after the leave date has been applied. To ensure privacy laws are upheld, the cardholder must accept the employment request for the company to have access to the RIW cardholders profile.

NOTE: A cardholder must have a primary employer in the RIW System to ensure they meet the minimum requirements to use their RIW card.

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

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:

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. 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.

First name *

Middle name

Surname *

Date of birth *

Email address *

Mobile phone number *

Postal Address

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

Address line 1 *

Address line 2

Suburb *

State *

Postcode *

ID photo *

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.

Identification Documents

You will need to provide one primary and one secondary/tertiary identification document as part of your application.

Primary Identification Document *

You will need to provide both the front and back of your physical card. A digital licence is not accepted.

Front of card *

Back of card *

You will need to provide the data page of your passport which includes your photo, name, passport number etc.

Passport data page *

You will need to provide the data page of your passport which includes your photo, name, passport number etc. and the Australian Visa.

Passport data page *

Australian VISA *

Secondary / Tertiary Identification Document *

Must not be expired or cancelled.

Front of card *

Must not be expired or cancelled.

Front of card *

Back of card *

Must not be expired or cancelled and issued by a tertiary education institution.

Front of card *

Back of card *

Do you have a change of name document *

If you have provided an identity document using a former name, you must also provide evidence of the name change.

Change of name document *

If you have provided an identity document using a former name, you must also provide evidence of the name change.

A Change of Name Certificate issued by the Australian Registry of Births, Deaths and Marriages.

Upload *

A Marriage Certificate issued by an Australian State or Territory. Church or celebrant-issued certificates are not accepted.

Upload *

A Deed Poll issued by an Australian State or Territory

Upload *

A Change of Name Certificate issued in a foreign country.

Upload *

A Marriage Certificate issued in a foreign country.

Upload *

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:

I agree to the Permission Access Agreement as a condition of my participation in the RIW Program.

I agree to provide accurate and complete information to support my application and to the terms and conditions of directly applying for an RIW card.

I agree that if I cancel this Rail Industry Worker card application for any reason, I will be charged $75.00+GST, which will be deducted from the refund amount.

RIW Hardware Technical Support Request

Before submitting a technical support request, please refer to our troubleshooting guides to eliminate common problems. You can resolve most issues by following these instructions.

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 *

The asset number on a kiosk is located on the home screen as per the image below. For other devices, please provide the device name or serial number, or write N/A

Please describe in detail the issue that you 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 Test Pass*

Requires Alcohol Test 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? *

Additional Medical Information Type to be added

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

Is this site induction for visitors only? *

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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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.

Employer *

Employer Administrator Name *

Employer Administrator Email *

Employer Administrator Phone *

Cardholder First Name *

Cardholder Surname *

Cardholder Date of Birth *

RIW Number *

Medical Practice *

Authorised Health Professional Name *

Category of Medical *

Date Medical Completed *

Comments

Please tick this box if you have competency verifications pending.

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.

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? *

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.

First name of requestor *

Surname of requestor *

Network/RTO name *

Email address *

Phone number

Do you wish to submit any supporting information?

Cardholder details

First Name

Surname

RIW number

Competency name

Amendments Type

Please detail the extension requirements

Request Additional Medical Information Type

This service request should be used by industry to request a new Additional Medical Information type be added to the RIW System.

First name *

Surname *

Organisation *

Email address *

Phone number

Item for consideration *

Reason for inclusion *

Are there different rules/regulations for each state or territory in regards to this requirement?

Please outline the proposed business rule for your item *

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

Sample evidence document

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Do you have any further supporting information?

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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.

First name *

Surname *

Network *

Email address *

Phone number *

Date of distribution *

Summary of communications *

Audience *

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 or all employer admins be included?

Should anyone else be CC’d in the communications? *

Is the RIW Service Desk required to perform a task to assist? *

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

Please provide content for the communications *

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

Do you have any supporting documents or links, such as a safety alert/bulletin which need to be referenced? *

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Do you have any supporting images or graphics? *

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Would you like us to include this as an update on the Rail Industry Worker LinkedIn page? *

Service Request

Please choose a request category below:

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