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.
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 | Re-scan so all edges and text are clear |
File doesn't match the Document Category | Upload the correct document, or re-upload against the right Category |
Only one side of a two-sided licence | Upload both front and back |
Screenshot of an online verification page | Upload the official document, not a screenshot |
2. Name / Company mismatch
Why it's rejected | What to do |
Name on document doesn't match profile | Add a signed letter on Company letterhead confirming the document belongs to the Worker |
Maiden name or nickname | Legal name changed → upload 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 where a Company one is required (or vice versa) | Upload the correct licence type |
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) | Complete it with the issuing body, then upload the full certificate |
Learner or provisional licence where a full one is required | Upload the full licence |
4. Category / compliance mismatch
Why it's rejected | What to do |
Doesn't match the Worker Category | Upload the matching licence or qualification |
Wrong insurance type, or sum insured too low | Upload the correct type at or above the required sum insured |
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 |
An accepted equivalent applies | Upload the equivalent and note it in the comment |
Documents we accept
Type | Notes |
Government / governing-body licence | Official licence only — not a certificate or experience letter |
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. Joiners, Painters, tilers) |
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.
Good to know (regional edge cases)
Topic | Detail |
Names vary by state | Same Category, different name — e.g. Restricted Electrical Licence (NSW, QLD) vs Electrical Registration – Restricted (VIC). Unsure → check the Category description or email us |
NZ – Private Security Personnel Badge | Shows no name, so a name mismatch isn't a valid rejection. Front and back still required |
NZ – ACC Cover | No Certificate of Cover? An invoice is accepted (expiry = invoice date + 12 months). Blur other details, but keep the Company name and invoice date visible |
If you disagree with a rejection
Your Client sets which Documents are required and is the only one who can change or remove them — contact them first if you think a requirement shouldn't apply.
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.