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 an existing member having trouble logging into the site.
  5. I just paid for my membership but it says I’m an expired member, how do I gain access?
  6. What form of payments do you accept for joining or renewing?
  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 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 SUBMIT.

I can’t remember my password?
You’ll find a Forgot Password? link in the top right corner of the homepage or on the page you’ll be redirected to if you’ve entered incorrect log in details. Click it, enter your registered email address and 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 an existing 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 selecting a paid membership option. If you are sure you have a paid membership, please check you are using the correct email address. Have you got a redirect from another email address to your inbox? Perhaps the original account was set up with your organization’s generic or your predecessor’s email address. If you are still unable to log in, please contact us and we’ll assist you in gaining access.

If you have shared your individual membership log in details with anyone else you may find you are able to log in but are being logged out automatically. There is a system in place that doesn’t allow for simultaneous log-ins on the one account from many computers. If you are logged in, and someone else logs in using your account, you will be logged out automatically. Attempting to log back in will log out the other person and a circle of logging in and being signed out will occur. Individual memberships are not meant to be shared, to avoid this happening again, you should change your password under My Account once logged in. To upgrade to a group membership so all members of your team can utilize the website, please email admin@rtwmatters.org .

I just paid for my membership but it says I’m an expired member, 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. In this case, 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.

If you have paid by direct deposit or cheque, we usually activate your account within 24 hours of receipt of funds. To ensure that your account is activated as soon as possible, please email notification of payment to admin@rtwmatters.org .

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

My employer needs an invoice prior to approving payment. How do I organise this?
If you select direct deposit or cheque on the subscription page, you will be emailed a tax invoice which you can submit for approval. The invoice will have our banking details and address 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, please email admin@rtwmatters.org with your request.

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.

How do I renew my membership before it expires?
Once logged in, you’ll see a link to renew underneath your name in the top right corner of the homepage. Click here and you’ll be prompted to choose your 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?
Yes, we are happy for you to share our articles by adding it to your website or publication as long as we are notified and attribution is given. Our terms of use are:

Reprint rights, terms and conditions of use:

If you have been supplied an article or link by a staff member of rtwmatters.org, please accept this statement as permission that the recipient may distribute or reprint this article in full, on the condition that proper attribution is given.

Acceptable forms of attribution include:

  • Reprinting in full: By Author’s Name - Return To Work Matters - www.rtwmatters.org
  • Reprinting part of the article (further permission required, please contact info@rtwmatters.org) Attribution will require the words ‘Full article available at www.rtwmatters.org’ If publishing online, please ask a RTWMatters staff member for a special link to allow public access to the article.

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?
You will need to contact us to make the change. Even if your individual membership has expired, your address will remain in our database which does not accept duplicates. This is to prevent you receiving multiple emails. It is quick and easy for us to remove your address from our system so you can renter it in the group membership form. Please email admin@rtwmatters.org for assistance.

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 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. Visit our Member Benefits page for an in depth look at how to get the most out of our searchable database.