Continuous improvement is a key focus for the Rail Industry Worker (RIW) Program. We are always looking to enhance the services offered, to find new ways to educate companies and cardholders about the RIW Program and provide support on using the RIW System. Some exciting new features and upgrades to the support services are now available on riw.net.au. These changes will make it easier for RIW participants to find answers to any questions they may have.

 

Outlined below are the list of new features, how they work and where to find them.

RIW Knowledge Centre

Once you are in the RIW Knowledge Centre, you can use the search bar to find the information you need by using key words, or browse through the specific information categories to find what you are looking for.  All the content previously found in the RIW User Guides (available from the RIW System), can now be found as RIW Knowledge Centre articles. 

RIW Business Rules Centre

 

RIW Business Rules provide the minimum acceptance criteria for the verification of a worker’s competence.  Each competency managed in the RIW System has a corresponding business rule which details what evidence must be supplied to demonstrate the required competency.

 

We have now refreshed our Business Rules Centre, making it easier to search and find the information you need.

 

Like the RIW Knowledge Centre, you can use the search bar to look for the appropriate business rule by entering either the competency code from the RIW System, or keywords from the competency name.  You can also search using the specific business rule categories, which are sorted by Network or Principal Contractor and then by subject.

 

If you don’t feel that the business rules provide the right information, you can click on the thumbs down icon at the end of the business rule to give your feedback.  We’ll then get in contact with the relevant business rule owner to clarify, update and improve the business rule.

We also have a Service Request BOT, which will guide you through all the information required for progressing some of the standard service request items, such as ending primary employment, unlocking accounts, requesting overseas ID checks or E-learning requests for non-RIW cardholders. 

We hope that you now have some clarity on and are excited about some of the new changes created to improve the way the RIW Program can support you.  We encourage you to begin using these new features, as it will make it easier for you to seek out answers to your questions. The RIW Service Desk is always contactable on info@riw.net.au or 1300 101 682, but hopefully the new RIW Knowledge Centre and RIW Virtual Assistant will help you get the answers to your questions faster.

 

Lastly, if there is any topic that you would like us to add into our RIW Knowledge Centre, please feel free to let us know by emailing info@riw.net.au.

Responsibilities of RIW System Users

 

RIW System Users are defined as anyone who accesses the RIW System, including Employer Administrators, Network Operators, Advanced Project, Project or Site Administrators, Registered Training Organisations, Authorised Health Professionals and Assessors.

 

When a RIW System User first accesses the RIW System, they agree to the System Access Rules, which outlines their responsibilities for system use and maintaining the integrity of RIW data.  Below is a summary of the key responsibilities of system access usage:

• You must keep your RIW System account credentials (username and password) private and ensure it is secured with a strong password. You are responsible for all activity conducted under your credentials, which can be audited for misuse at any time.
• You will always comply with the RIW Privacy Protocol and Privacy Policy when handling RIW participant information, and comply with the Company Registration – Terms and Conditions when acting on behalf of a company in the RIW System.
• You will only use the RIW System to manage your workforce for the purposes of the RIW Program, and never access, remove or gain any information from the system for the purpose of personal or business advantage.
• You will ensure you only upload correct and up-to-date information, and never remove, falsify, tamper, or alter RIW data to inhibit a worker’s ability to work.
• You will notify the RIW Service Desk immediately on 1300 101 682 or info@riw.net.au regarding any detected anomalies with RIW data.

 

If there is a confirmed breach to any of the above conditions, a company may be liable for costs incurred to investigate an allegation, as well as any costs associated to remediate RIW data to its correct state.

If you would like to have a full walkthrough on the coming changes, please register to attend one of our April 2021 RIW System Update Zoom sessions, which will feature a live presentation, followed by a Q&A session at the end. Click on the below links to register:

• General Session for all RIW System Users – Tuesday 30 March 2021, 1300-1500hrs
• Premium Functionality Employers & Network Operators Only – Thursday 1 April 2021, 1300-1500hrs
• General Session for all RIW System Users – Wednesday 7 April 2021, 1300-1500hrs
• Premium Functionality Employers & Network Operators Only – Friday 9 April 2021, 1300-1500hrs

If you cannot make one of these sessions, they will be recorded and made available on the RIW website. We’ll let you know when they are available to view.