Understanding Document Approval and Rejection
When you upload a Document to ComplyFlow, an Approver reviews it before it's accepted. This guide explains what a rejection means, where to find the reason, and how to fix it — most rejections you can resolve yourself.
Where to find the rejection reason
You're told in two places:
Email — you get a notification when a Document is rejected, with the reason included. Search your emails for the document category to find the comment.
In ComplyFlow — the full rejection history stays visible against the Document:
Log in to ComplyFlow
Go to Documents — View Document History
Find the Document marked Rejected
The rejection reason is displayed next to the Rejected status.
What a rejection means
A rejection isn't a final refusal — it's feedback on what needs to change. The Document stays outstanding until you upload a valid replacement, and past comments remain in your history for reference.
Common rejection reasons — and how to fix each
1. File quality / wrong file
Why it's rejected | What to do |
No file attached | Attach the file, then submit |
Scan or photo blurred, cropped, or illegible | Get a copy of the document that is clear for the reviewer to confirm the details |
File doesn't match the Document Category | Check the document category and make sure you have uploaded the correct document. |
Only one side of a two-sided licence | Upload both front and back |
Screenshot of an online verification page | Upload the actual document or card, not a screenshot of a register. |
2. Name / Company mismatch
Why it's rejected | What to do |
Name on document doesn't match profile | Confirm the profile details are correct. If the profile needs to be changed to match the documentation, contact ComplyFlow Support |
Maiden name or nickname | Legal name changed → upload the required document along with a Name Change Certificate. Nickname → email us to correct it |
Company name or ABN doesn't match the system | Document belongs to the company → add a signed letter on your company letterhead confirming the policy covers your company. Company name or ABN changed → email us to update your company details. |
Personal licence provided for the Company Licence | If a company licence is required → Upload the company licence or the director's personal licence. If uploading the director's licence, add a note confirming it belongs to the director |
3. Validity / expiry
Why it's rejected | What to do |
Document expired | Upload a current, in-date version |
No certification or audit period shown | Upload a version showing the valid-from / valid-to dates. |
Component in a prequalification certificate incomplete (e.g. insurance in a CM3) | Comment will list the details of the requirement. If your company does not hold a valid certificate > Contact support for guidance. |
Learner or provisional licence where a full one is required | Update the category or contact support for further guidance. |
4. Category / compliance mismatch
Why it's rejected | What to do |
Doesn't match the Document Category | Upload a relevant licence or qualification |
Wrong insurance type, or sum insured too low | Upload the correct type at or above the required sum insured. If you don't have insurance for the amount requested contact your client/site manager for guidance. |
Workers' Comp for wrong state, or wrong type (e.g. Verification of Cover instead of Certificate of Currency) | Upload a Certificate of Currency for the correct state. If you don't hold insurance in the requested state, contact support for guidance. |
Documents we accept
Type | Notes |
Government / governing-body licence | Official licence only. We won't accept a training certificate or industry experience. |
Trade certificate, diploma, or degree | From a TAFE, RTO, school, or university |
Industry-experience comment | For trades with no formal licence in some states (e.g. Painters) |
Signed letter on Company letterhead | Must accompany the related document — not accepted alone |
Statutory declaration | Verified by a Justice of the Peace or equivalent |
Proof of right to work | Passport, driver's licence, or other proof of citizenship; plus a visa if a foreign national |
See Document Types for how Global, Local, and Internal Documents are assessed.
If you disagree with a rejection
Your Client sets which Documents are required.
If you disagree with how a Document was assessed, email support@complyflow.com.au with the Worker or Company name, the Document Category, and a short description. Our Approval team will review and respond.