Frequently Asked Questions

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WorkPro for Individuals

I have forgotten my username

Your WorkPro username is standard – firstname_surname (the underscore is the key to the right of the ‘0’ on your keyboard. You will need to press ‘shift’ key and this key together). If you have a common name, then you may have a 1 or 2, etc after your name. If you have any further questions, please call our help line on 1300 975 776.

I have forgotten my password

If you have forgotten your password, enter your username in the username area, and click ‘forgot password’ a new password will be SMS’d to your mobile. If you do not receive it, please call our help line on 1300 975 776.

am logged in and I am entering the MAC code but the system tells me it is wrong. What do I do?

a) are you copying and pasting the MAC code? If so, please ensure that you haven’t picked up a space before or after the number as it counts as a character. b) if unsure, type in the MAC code instead of copying and pasting.

It is not accepting the MAC number?

Be sure you have not ‘copied and pasted’ the number as that won’t work. The MAC Number is 11 digits long and would have been provided to you in an email from the company that is requesting you to complete WorkPro.

When I log in, I’m asked for a MAC – what is it?

A MAC is short for ‘Module Access Code’, and you need to obtain this from your recruiter/employer. WorkPro cannot give you this code; it needs to be supplied expressly by your employer. You will not be able to access WorkPro modules / courses without this code.

I can’t remember my CIN and PIN

If you completed a WorkPro module after 5th July 2010, you will have received an SMS and an email with your CIN and PIN. If you completed WorkPro prior to the 5th July, or have deleted the email, you can access your CIN and PIN by logging in to WorkPro, and clicking on ‘profile’ on the right-hand side of the screen, and ‘custom’ and ‘workpro profile’. The CIN and PIN is seen at bottom left hand corner.

I forgot my password and have reset it but I didn’t receive an email from WorkPro to advise me of the new password.

Please ensure that a) you are checking the same email address account you used to register with WorkPro. b) check your junk folder

I just registered and can’t login.

a) Please check your email account. An email has been sent to you by WorkPro to notify you of your username. Often when a person registers more than once or there is another person using the same name, the system will add a digit at the end of the name. eg. john_smith, john_smith1, john_smith2 etc.

I cant login!

You will need your username and password. Your username might be your full name or shortened version of it ie, Geoffrey or Geoff

I don’t know what modules to complete

Check the instructions you have been given by the person asking you to complete a WorkPro induction, they are normally included in there. If not, you’ll need to go back to your employer/recruiter and ask them.

I cannot see the course that I have been asked to do?

If you have been asked to complete a Custom Course which is specific to the company you need to access WorkPro via the URL that they provided you in the email.

How can I get my certificate and find out what score I got?

Notification of your successful completion is sent to your employer and only they are able to access your results and download the certificate.

How long is my induction current for?

Two years. Unless it is a health related module in which case it is valid for 1 year.

WorkPro for Business

Why do I need to induct Employees/Contractors?

To demonstrate compliance with OHS and anti-discrimination law, an employer or principal contractor is required to show that they have provided adequate instruction and training on the law and how to prevent breaches of the law.

Instruction and training is a central element of any employment law risk reduction strategy and an induction is the first critical step along the path to compliance in this area. If you are a recruiter, then it is especially important to provide on-hired workers with general inductions before being assigned to work because the ability to control the delivery of training once the person has been assigned to a client becomes increasingly difficult.

How can I guarantee that another Employer will not contact a WorkPro user from the WorkPro database?

To access anyone’s details, you will need their CIN and PIN. Without these two numbes, it is impossible to gain access to a person’s information. WorkPro also regularly communicate with anyone registered as a WorkPro employee to remind them to change their PIN to maximise the integrity of the system.

How will a WorkPro record aid in compliance?

We have already mentioned that induction training is an important part of a greater OHS and EEO management system and that effective training will reduce liability of employers.

It is one thing to deliver training to an individual, it is another thing to be able to prove that you have delivered it especially if challenged in a court or tribunal. Therefore, it is absolutely critical that you retain records that you have verified that one of your workers has completed induction training.

The benefit of WorkPro is that the information and method of delivery is consistent and paperless. When you log on to an individual’s Work Profile, an electronic record of such verification process is captured for future recall. Gone are the days of having to find pieces of paper and asking ex-employees about whether an individual did or did not complete training.

WorkPro is about making evidence of compliance easier to create, safer to store and easier to recall when you need it.

I have forgotten our Administrator login details

Phone our help desk on 1300 975 776 and they will be able to assist

The individual has forgotten their username

WorkPro username’s are standard – firstname_surname (the underscore is the key to the right of the ‘0’ on the keyboard. The person needs to press ‘shift’ key and this key together.)
If the person has a common name, then they may have a 1 or 2, etc after their name

The individual has forgotten their password

If the individual has forgotten their password, they can enter their username in the username area, and click ‘forgot password’ and an instruction to change their password will be sent to their registered email.

The individual can’t remember their CIN and PIN

When an individual has completed WorkPro, they will receive an email confirming their CIN and PIN.
If the individual cannot find the email, they can access their CIN and PIN by logging in to WorkPro, and clicking on ‘profile’ on the right-hand side of the screen, and ‘custom’ and ‘workpro profile’. The CIN and PIN is seen at bottom left hand corner. If they cannot see their PIN, it is because they have not completed a WorkPro training module.

Why does the status of Police Check keep reverting to ‘Paperwork completed’?

If a Police Check is rejected is will revert to ‘Paperwork completed’. The main things to double check are:

  • Have you signed page three, in the section ‘Verification office use only’
  • Has the applicant signed the ‘informed consent’ page
  • Has the ID been certified

Fix these, then resubmit.

If you have checked all of these points without success, refer to your user guides or call WorkPro.

How can I guarantee that another Employer will not contact a WorkPro user from the WorkPro database?

To access anyone’s details, you will need their CIN and PIN. Without these two numbes, it is impossible to gain access to a person’s information. WorkPro also regularly communicate with anyone registered as a WorkPro employee to remind them to change their PIN to maximise the integrity of the system.

The individual’s name does not appear in the verification list, even though they have completed a module

When an individual has completed WorkPro, your organisation will receive an email alert of completion, and their name will be automatically added to your organisation’s verification list. Due to the sheer numbers of names being added to your verification list, WorkPro automatically removes their name off the list, depending on the number of days that your organisation has elected. The WorkPro standard is 90 days.
If their name does not appear, they have either entered an incorrect MAC, your organisation has elected to have their name drop off the list in a short period, which has now elapsed or a technical issue has occurred.
Click on ‘verification’ and enter their CIN/PIN and ‘find’ to retrieve their profile.
Please do not have the individual re-register and re-complete modules. Call WorkPro, who can conduct a broader search of the database.

The individual states they have completed WorkPro, however when you verify their results, there is no module information in their profile

A number of things may have occurred:
a) They have not started their module
b) The module they completed has expired
c) They have partially completed the module
Keep in mind that you will have received an email alert when they complete ANY module, so check your emails before you contact us.

The individual has only completed one of the modules you asked them to complete, will you be charged again for a second verification?

Once an individual has completed one WorkPro module, you have 90 days to verify their results or ask them to complete further modules without charge. After 90 days you will be re-charged.

Does WorkPro work on a mobile device?

WorkPro is mobile-enabled, so it will resize to the screen size. Having said that, WorkPro does not play the audio in the induction section on a mobile device.

How can I search for those candidate/employees of mine that I have inducted in the past.

You can recall the profile of past candidates/employees by entering their CIN and PIN in the top right hand corner of the Inductions/Training Results Verification screen.

What if I do not know a candidate’s CIN and PIN?

An email with these numbers is emailed to the nominated email address when that person completes an Induction.

What if I don’t have access to the initial nominated email address anymore?

Be sure you have not ‘copied and pasted’ the number as that won’t work.
The MAC Number is 11 digits long and would have been provided to you in an email from the company that is requesting you to complete WorkPro.

Do I receive an email notification when my candidate/employee’s licence is going to expire?

No. Only the individual receives email alerts 90, 60 and 30 days in the lead up to the expiry date.
You can, however, filter by these dates in the Admin area.

Can our company upload our own induction content/policies and deliver it through WorkPro?

You certainly can. That involves customising and you can speak to us about what’s involved with doing that.

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