1. Where can I find the document requests and how do I upload them?
All document requests, for your company, your workers and your plant, are on your dashboard. Follow the steps in Uploading Documents via the Dashboard.
2. How do I remove a document request for a worker as it’s no longer needed?
If the document you’re trying to remove is an additional document you can go to the worker’s details and in the ‘Additional Document Category’ table, click the minus sign on the right of the document’s description to remove it. If the document is a different one, please contact the Project or Client for further clarification and assistance.
3. Why can’t I upload documents?
Try updating your browser, or use a different browser or a computer.
If it still does not work, email the document to support@complyflow.com.au with:
a screenshot of the error message
whose document it is and which document type
We will try the upload ourselves to look into the error, and send it back to you once it is sorted.
4. I’ve been sent a login link, how can I upload my documents?
If you received a login link, you'll need to register your profile first using this guide. Once registered, you can go to your dashboard and upload all the requested documents including photos (if required).
5. Is there a size limit for uploading documents?
Yes. You can upload up to 20 files for a document request, but their total size should not exceed 60 MB.
6. Can I upload multiple documents for the same category?
Yes, you can. If the document you want to upload is a contractor document, check our Additional Contractor Documents guide. If the document is a plant, see point #3 in our Plant Document guide. For a worker document, go to your workers list and click the 'View' button next to the worker's name and click 'Documents' tab next to Compliance Setting. You should be able to upload additional documents by clicking the '+Add Internal Requirements' button. If the document is an equipment request go to 'More' from the left pane and select 'Hazchem'. Select the 'Equipment' tab and click the 'Arrow Up' button next to the equipment to upload a document. And for the hazardous chemical, see point #6 in our Hazardous Chemical guide.
In all the above cases, select the proper document category, fill in all requested details and repeat the process as many times as you have to. Another way you can do it is to compress all the documents you want to upload. Add the documents to a .zip file and once the documents are compressed you can upload the file as an ordinary one selecting the proper document category.
7. I’ve uploaded the wrong document, how do I delete it?
To remove a document you've mistakenly uploaded, use the steps in the Deleting Documents guide.
8. There is a document request on my dashboard and I don’t think it applies to me.
All requested information must be provided to move on to the next step. If the documents are missing you cannot book yourself for induction courses and/or attempt work on site (s). If you think there are requested documents that should not be required, please get in touch with your project or client contact.
9. When will my document be approved?
We usually review documents within 48 hours of them being uploaded.
If you need a document approved urgently, you can ask us to look at it sooner. Start a chat and tell us:
whose document it is (the worker's name, or your company name)
which document type it is
We will flag it to the review team. We cannot guarantee a time.
While you wait, a document under review shows as "Awaiting Approval" on your dashboard. If a document is rejected, you will get an email with the reason, and you can also see it in Documents > View Document History, next to the "Rejected" status. See Check Why Your Document Was Rejected and Find the Solution.
10. I don’t know what to upload for a document request.
If you are unsure what documents to upload, your contact on the project will be able to assist you. If you do not know who to contact, please click on the blue chat icon at bottom of your screen and ask our support team for assistance.
11. Where do I upload a photo for my worker?
All requested documents can be uploaded in the worker details, and documents section, however, the photo request can be found on your dashboard. Use the Filters > Requirement Type, leave selected only 'Worker Photo' and click Done then find the blue alerts with the photo request. Click the ‘Upload Photo’ button to upload the photo. You may also refer to our Photo upload guide for further help.
12. Is there a size limit for uploading photos?
Yes, the size limit for a photo should not exceed 5MB.
13. I uploaded the wrong photo, how can I change it?
If you need to upload a new photo, click your profile photo and select 'My Profile', scroll down and click the 'Choose File' button. If you’re uploading the photos for all of your workers, you should be able to upload it on your dashboard. But if you've uploaded the wrong photo under one of them, please send us the correct photo and the worker’s name to support@complyflow.com.au and we will update it for you.
14. What are the criteria the photos need to meet?
Your photo is critical to the usability and security of your ID. If your photo does not meet the standards detailed below, you will be asked to resubmit a new photo.
Good quality, less than six months old
Clear, focused image with no marks or ‘red’ eye
Plain white or light grey background that contrasts with your face
Uniform lighting (no shadows or reflections) with appropriate brightness and contrast to show natural skin tone
Face and eyes looking directly at the camera and not tilted in any direction
Hair off the face so that the edges of the face are visible
Eyes open, mouth closed
Neutral expression (not smiling, laughing or frowning), which is the easiest way for border systems to match you to your image.
Head coverings (i.e bonnet or hat) and in greyscale are not acceptable. Glasses or jewellery must not obscure any part of the face, especially the area around the eyes, mouth and nose. (Glasses with thick frames or tinted lenses are also not acceptable).
15. A contractor document is expiring, how can I upload a new one?
You will get an email notification when a previously approved document is expiring. The Dashboard > Alert option will only be available to you 30 days prior to the document expiration date.
If you already have the updated document and you wish to upload it earlier, please go to the 'Company' tab on the left pane, then click on 'Documents'. Click on the 'Upload Document' button and fill up the fields. Don't forget to select the correct document category and upload the new document.