FAQs

FAQ

  1. What do I get as a member of Return to Work Matters?
  2. How do I change my member information?
  3. I can’t remember my password.
  4. I’m a member having trouble logging into the site.
  5. I just paid for my membership but I’m being asked to renew when I try to log in, how do I gain access?
  6. What form of payments do you accept?
  7. My employer needs an invoice prior to approving payment. How do I organise this?
  8. How can I get a receipt for my transaction?
  9. How do I receive my bonus eBooks?
  10. How do I start / stop receiving my weekly newsletter?
  11. Can I join from outside of Australia?
  12. How do I renew my membership before it expires?
  13. How do I renew my membership after it has expired?
  14. Can I have permission to use or reprint an article from the website?
  15. How do I add or remove people from our group membership?
  16. How do I upgrade from an individual membership to a group membership?
  17. Is my membership transferable?
  18. I’m trying to join but it says my email address already exists, what do I do?
  19. I can’t find anything that helps me with a particular RTW problem, can you help?
  20. How do I find what I am looking for on Return to Work Matters?

What do I get as a member of Return to Work Matters?
You’ll get 24 hour, 365 day access to an extensive, constantly expanding array of tools, resources and guides to help you improve return to work outcomes. For more information see About Us or Who Should Join?.

How do I change my member information?
If you want to change your membership information, such as email address or password, you’ll need to log in first. Then click on My Account along the top right of the home page, make your changes and click UPDATE.

I can’t remember my password?
You’ll find a Forgot Password? link in the top blue bar next to the login button. Click it, enter your registered email address and an email link to reset your password will be sent to you. If you no longer have access to that email account, email admin@rtwmatters.org with up to date contact details.

I’m a member having trouble logging into the site.
If your email address is in our system, you can try resetting your password. If you are prompted to renew upon logging in, your membership has expired, or your account is pending payment. If you wish to access member only content, you will need to follow the renewal prompts and select a membership option. If you are sure you have a paid membership, please check you are using the email address the account was set up with. If you are still unable to log in, please contact us and we’ll assist you in gaining access.

I just paid for my membership but I’m being asked to renew when I try to log in, how do I gain access?
Occasionally, when paying by credit card, the connection with the bank can time out or an error may occur. In this case, 99% of the time, the funds have not been taken off your credit card and your Return to Work Matters account will be set up but inactive (expired). You can confirm that the transaction failed with admin@rtwmatters.org or your bank. To attempt the transaction again, please log in using your email address and password at the top right corner of the homepage and you’ll be prompted to complete the transaction again through the renewal process.

If you have paid by direct deposit to ensure that your account is activated as soon as possible, please email notification of payment to admin@rtwmatters.org. We will activate your account within 1 business day from notification. Without this email, activation will be delayed until we can apply the payment to your account.

What form of payment do you accept?
We accept the following credit cards through our secure eWay payment gateway: Visa, Mastercard, American Express and Diners. We also accept direct deposit into our bank account. When selecting direct deposit on the subscription page, you will be emailed an invoice with our banking details.

My employer needs an invoice prior to approving payment. How do I organise this?
If you select direct deposit on the subscription page, you will be emailed a tax invoice which you can submit for approval. The invoice will have our banking details but if you wish to pay this invoice by credit card, we do accept card details over the telephone for Australian members.

Alternatively, contact admin@rtwmatters.org and a customized invoice can be sent to you.

How do I get a receipt for my transaction?
You should have received a tax invoice / receipt via email upon payment, however if you did not receive it, or have misplaced it, you can View or Download your invoices under My Account when logged in.

How do I receive my bonus eBooks?
You should have received a welcome email with your account details and links to the welcome gifts upon payment. We recommend saving the eBooks to your computer in case you misplace or delete the email. If you did not receive them, or would like them resent, please email admin@rtwmatters.org with your request.

How do I start / stop receiving my weekly newsletter?
You can start / stop receiving the weekly newsletter anytime you like. Just log in, click on My Account in the top right corner of the homepage and tick / untick "I am happy to receive newsletters from rtwmatters.org".

The default setting ensures you begin receiving your newsletter as soon as you join. If you have not been receiving your weekly newsletter and the box under My Account is ticked, please check that you have entered the correct email address on your account. Due to the newsletter being a mass mail out, some security settings can classify the email as junk mail. You should check your junk mail folder and mark us as a safe sender if this has occurred. If it is not in your junk folder, you should request that your IT department add www.rtwmatters.org to the safe domain list on the server.

Can I join from outside of Australia?
Of course you can. We have many international members. The majority of the content on Return to Work Matters is universal and can be applied no matter which country you are situated in. Localised content includes; events, employment opportunities, news items as well as the occasional system based article or opinion piece.

If you require an invoice prior to payment we are able to send you a Paypal invoice if this is preferable.

How do I renew my membership before it expires?
Once logged in, you’ll see a renew button in the blue bar across the top of the page. Click here and you’ll be prompted to choose your membership and payment option.

How do I renew my membership after it has expired?
Simply attempt to log in with your email address and password and you will be prompted to renew your membership.

Can I have permission to use or reprint an article from the website?
You’re welcome to share articles with individual colleagues, senior management, supervisors, clients, medical professionals, injured workers and their families.

Sharing content can help make your role easier, secure better outcomes for injured workers and benefit the bottom line.

In fact, we love it when you share us around, because that helps us make a difference too!

We’ve built in shortcuts to help you share content with non-subscribers. Look for the share buttons at the top right of the article when logged in.

Unlimited Corporate Group Members are permitted to share via internal newsletters or intranets within their organisation.

Individual and other group members should contact admin@rtwmatters.org before sharing to an internal mailing list beyond those listed on the membership, to discuss your organisation’s distribution needs.

Please contact us before sharing content through external networks or newsletters to obtain copyright permission and terms of use.

How do I add or remove people from our group membership?
You need to be the group administrator to add, edit or remove group members. Usually the group administrator is the person who set up the membership. Group administrators need to log in, click on My Account and then click on Manage Group Members. Here you’ll find the controls for adding, editing and deleting members of the group. Ensure the status is active and not pending before exiting. Group sizes are determined at the time of purchase but can be increased with further payment. If you’d like to upgrade your group size, or find out who your group administrator is, please email admin@rtwmatters.org for assistance.

How do I upgrade from an individual membership to a group membership?
Every time you renew an individual membership you are given the opportunity to upgrade to a group membership for your organisation. If you still have time remaining on your membership, please email admin@rtwmatters.org for assistance and we’ll deduct it from the fees.

Is my membership transferable?
Yes. If your membership was purchased for the person in your role and you are leaving the organisation, you can edit the account details under "My Account" once logged in. You can also use this function to change the email address to any new email addresses that you may have.

I’m trying to join but it says my email address already exists, what do I do?
This means you have been a member of Return to Work Matters at some point and are probably expired. Perhaps this was a free trial, an opt-in at a conference or as part of a group membership. You can simply log in using your email address and the password you were registered with (click forgot password to retrieve it) and you will be prompted to renew as an individual member. If you wish to be added to a group membership please email admin@rtwmatters.org for assistance.

I can’t find anything that helps me with a particular RTW problem, can you help?
That’s what we are here for! Just fire off an email to info@rtwmatters.org and we’ll help you locate any existing content. If it doesn’t exist, we’ll add it to our editorial list and research it for you.

How do I find what I am looking for on Return to Work Matters?
There are several ways to find stuff on Return to Work Matters. You can use the search function, click on topics or browse the sections. You will find an in depth look at how to best use this site and resource here.