How can we help?

Green means go. Every document you've asked for from this contractor is approved, current, and not about to expire.

Their workers will get through the gate without issue.

You don't set this — TrustPoint works it out automatically based on what's been submitted and approved.

Something needs attention soon, but the contractor can still work. Their workers will still get through the gate — for now.

AT RISK means either a document is getting close to its expiry date, or a renewal has been uploaded and is sitting in your approval queue waiting for your review.

TrustPoint automatically reminds the contractor at 30, 14, and 7 days before expiry. You'll get a notification too.

Usually this sorts itself out — they renew, you approve, it goes back to green. If nothing happens before the expiry passes, it rolls to BLOCKED.

Something's not right, but it's not a full stop. This typically means the company's core documents are fine, but there's an issue with a specific worker — for example, one person's individual certification has lapsed while everyone else is in order.

Click the contractor to see exactly what's causing it — the problem requirement will be flagged clearly.

Red means stop. A required document has either expired or was never submitted — and their workers will be turned away at the gate.

You'll get a notification the moment this happens.

The fix is straightforward: the contractor uploads the renewed document, you approve it, and they're back to green immediately.

If you need them on site urgently while the paperwork catches up, you can issue a short-term override or approve a provisional pass at the gate — but those decisions are on record.

Treat this the same as BLOCKED. Their workers will be stopped at the gate.

It means TrustPoint doesn't have enough information to make a judgement — usually because no requirements have been set for this contractor yet, or nothing has been submitted.

It's not a fault — it's the starting point for a new contractor. Set requirements, get documents submitted and approved, and it moves to READY.

Not necessarily — it depends on whether they've actually renewed.

Insurance certificates have a short window after the expiry date to account for the gap between a policy being renewed and the new certificate making it into TrustPoint. Typically 14–30 days for Public Liability and Employer's Liability.

If your contractor has genuinely renewed but hasn't uploaded the new cert yet, they'll sit at AT RISK during that window rather than jumping straight to BLOCKED.

Once the grace window passes without a renewal being uploaded and approved, they move to BLOCKED — workers stopped at the gate.

Competency certificates are different. Site Safe, LBP licence, First Aid, trade licences — these have zero grace. They expire on the date on the certificate. No exceptions, no window.

Grace only applies to renewals. A contractor submitting a document that was already expired when they uploaded it gets no grace.

No — there's a short window built in specifically so contractors aren't penalised while you're reviewing.

Once a contractor uploads a renewal, TrustPoint gives you time to get through your queue before moving them to BLOCKED. During that window they stay at AT RISK.

This only applies to renewals where you've already approved a previous document for that requirement. A contractor submitting a document for the first time doesn't get this — the requirement is simply unmet until you approve it.

Competency certificates have zero window here as well.

It's the sum insured — the maximum the insurer will pay out. For example, a $1,000,000 public liability policy.

TrustPoint captures this for Public Liability and Employer's Liability insurance so you can check it meets your minimum requirements.

The contractor confirms the amount when they upload — you see it at approval.

You can set a minimum on any insurance requirement. If a contractor's policy is below that minimum, they'll show AT RISK even if the cert is otherwise current.

If the amount is missing from the document and the contractor didn't enter it, you'll see an amber warning at approval — reject and ask them to resubmit a clearer copy rather than guessing.

When a contractor uploads a document, TrustPoint scans it and picks out the key details — document type, expiry date, and coverage amount where relevant.

The contractor sees these results before they submit and can correct anything that was read wrongly.

At approval, you see the same values with an indicator of how reliable the reading was. If anything's off, you correct it before approving — your version is what gets saved.

It's a starting point that saves time, not a substitute for your own eyes on the document.

Pending means it's in your queue — the contractor has submitted it but you haven't reviewed it yet. Until you approve it, it doesn't count towards their readiness.

Approved means you've reviewed it and it's the active record for that requirement.

Documents are never altered after approval. If something needs to change, the contractor submits a new version — you approve that, and the old one stays in history.

Document type is just the category — Public Liability Insurance, Site Safe Certificate, LBP Licence, First Aid Certificate, and so on.

Each type has its own rules built in: how much grace it gets, whether a coverage amount matters, what minimums apply.

When you set a requirement for a contractor, you pick the type. When a contractor uploads a document, TrustPoint uses the type list to work out what it is.

Your connection with a specific contractor. You set the requirements, they upload the documents, you approve them — that's the relationship.

One contractor can work for multiple builders and have a relationship with each. What you require from them is completely separate from what another builder requires. Each relationship stands on its own.

A requirement is a document type you've told a contractor they must hold and keep current to work with you.

Public Liability Insurance. Site Safe Certificate. Health and Safety Plan. Whatever your job needs.

You set these per contractor — a concrete crew might need different things from an electrical subcontractor. You're in control of what you ask for.

An override is a short-term pass that lets a BLOCKED contractor's workers on site for up to 7 days while a compliance issue is being resolved.

It doesn't fix the underlying problem — the contractor still needs to get their paperwork sorted. It just buys time in legitimate situations: insurance cert on its way from the insurer, emergency callout, regulatory extension.

You pick a reason code, set an end date, and that decision is written permanently to the record. If anything goes wrong during an override period, WorkSafe will see it.

When the time is up it expires on its own. If the issue still isn't resolved, you'll need to issue a new one or deal with the underlying problem.

A provisional pass lets one specific worker on site for 24 hours when their company is BLOCKED at the gate.

The worker requests it themselves from the gate denial screen — you get a notification immediately and approve or decline.

It's different from an override. An override covers the whole contractor company for up to 7 days. A provisional pass is one person, one site, one day.

Both are recorded permanently.

A legal hold manually forces a contractor to BLOCKED regardless of their actual compliance state. Even a fully compliant contractor with everything current goes BLOCKED when a hold is in place.

It's for genuine legal, safety, or dispute situations — a contractor you've had to stop work with, a safety incident under investigation, a contractual dispute.

You need to write a reason to place it. You need to write a reason to lift it. Neither record ever disappears.

This isn't a tool for everyday compliance management — speak to your legal adviser before using it.

Trust Tier is TrustPoint's way of recognising contractors who have a long, clean compliance history with you specifically.

Every time a contractor renews a document on time and you approve it, their track record with your company grows.

Right now it's recorded in the background but doesn't change anything — a long-standing contractor goes through the same process as a brand new one.

The intention is to use it later to reduce friction for contractors who've proven themselves with you over time — for example, faster approvals or lighter-touch checking. That's not live yet.

Think of it this way: a contractor you've worked with for three years who's never let a certificate lapse is a different proposition to one you've just brought on board. Trust Tier will eventually reflect that difference.

Every action in TrustPoint is written to a permanent log — uploads, approvals, rejections, overrides, gate entries, sign-outs. Every one, with a timestamp and the name of the person who did it.

The log is sealed so that any tampering would be immediately obvious — altering any entry breaks the seal on every record that follows it.

Nobody can edit it. Not you, not TrustPoint.

This is your paper trail if WorkSafe ever comes knocking. The export includes a reference number that WorkSafe can use to independently verify the record hasn't been touched since you downloaded it.

TrustPoint automatically cross-checks contractors against three NZ government registers in the background — you don't need to do anything.

Companies Register: is this business actually registered and trading?

LBP Register: is that Licensed Building Practitioner number real and current?

Insolvency Register: is this company in financial trouble?

Access to these registers is subject to regulatory approval — check the current status on the platform.

The Health and Safety at Work Act 2015 is the law that makes you responsible for contractor safety on your sites.

As a main contractor, you have a legal duty to ensure your subcontractors hold current insurance and qualifications for the work they're doing. If something goes wrong, WorkSafe will ask what you did to check.

TrustPoint is your evidence that you checked — and kept checking, not just at the start of a job.

An override or provisional pass doesn't let you off the hook. But it does show you made a deliberate, documented, time-limited decision rather than simply looking the other way. That's a meaningful difference if it ever comes to an investigation.

The contractor has renewed — the new certificate just hasn't arrived yet.

Use this when they've got proof the renewal is being processed (a confirmation from the insurer or certifier) but the actual document hasn't come through.

Get that confirmation from them in writing before you issue the override — a forwarded email is fine.

The policy has been paid and renewed, but the insurer is slow getting the updated certificate out.

Happens at busy times — end of financial year, end of month peaks. It's a paperwork backlog at the insurer's end, not a lapse.

Get the policy number and renewal confirmation from the contractor first.

There's an urgent situation on site and there's no time to go through the normal process.

This should be rare. Write down what the emergency was.

As soon as it's resolved, get the compliance documents sorted — don't let the override roll.

A government body — WorkSafe, for example — has formally extended the deadline on a specific certification.

Keep the evidence of that extension on file. Attach it to the override record if you can.

The contractor has given you credible evidence that a new document exists — it just hasn't been uploaded yet.

Different from "Document inbound" — this is for situations where the document is already in the contractor's hands but hasn't made it into TrustPoint yet.

A business decision to allow access despite a gap — typically a short-term, low-risk call.

Heads up: choosing this reason automatically notifies everyone in your builder company. That's deliberate — a commercial exception is unusual enough that your team should know about it.

Use it sparingly. Write a clear note explaining your rationale.

If none of the other reason codes fit, you can select Other — but be aware it automatically notifies everyone in your builder company.

That's a built-in check. An override that doesn't fit any category is unusual, and it's right that your team knows about it.

Write a detailed note. A vague "Other" override in the audit trail looks worse than a well-explained one if it's ever scrutinised.

It's a green badge a contractor can show any builder or client — proof that their Public Liability Insurance has been checked and is current.

It's completely independent of any builder relationship. A contractor can get Verified on their own without waiting to be invited by a builder.

They get a link they can share with anyone. The page shows whether their insurance is current — nothing else.

The badge can be embedded on their website and updates automatically. If their insurance lapses, the badge goes grey. When it's current again, it goes green.

It's binary — current or not. No grey areas.

A web link a contractor can send to builders, clients, or anyone who needs to check their compliance.

The link shows their verified status and whether their insurance is current. Nothing private — no details about their policy, no contact information.

The contractor controls it from their profile page. If they don't want it shared, they don't share it.

1. A renewed document doesn't update automatically. The contractor must log in and upload the renewed certificate.
2. Once uploaded, it appears in your approval queue. The state doesn't change until you approve it.
3. Ask the contractor to log in to TrustPoint, go to the expired requirement, and upload their new certificate.
4. After you approve it, the state moves to READY immediately.

1. Check the worker exists on the contractor's account — they may have been added after the last gate attempt.
2. Check the phone number on the worker record exactly matches what they type at the gate. Extra spaces, country code format differences, or typos will cause a mismatch.
3. Check the site they're scanning at — they may be at the correct job but scanning the wrong site's QR code.
4. If all of the above checks out, contact operations@trustpoint.nz with the worker's phone number and the attempt time.

1. Pending grace (the grace period for documents awaiting approval) only applies to renewals, not first-time uploads.
2. If this is the first document for that requirement, a pending document doesn't earn AT RISK — the requirement is simply unmet.
3. Also check that the document has actually been submitted (not just started) — if it's still in draft, it's not in your queue yet.

1. Check the override end date — if it's set in the past, it has expired.
2. Check the override is against the correct requirement — if a different requirement has also lapsed, the override won't cover that one.
3. Check whether a legal hold is active on the relationship — a legal hold overrides all overrides.
4. If none of the above, contact operations@trustpoint.nz.

1. A contractor without any requirements shows as UNKNOWN, not BLOCKED.
2. UNKNOWN is treated as BLOCKED at the gate — workers will be denied.
3. This is by design: an uninspected contractor is no safer than a non-compliant one.
4. Set at least one requirement and have the contractor submit the document to move them off UNKNOWN.

1. Overrides have a maximum 7-day duration. When the end date passes, the override expires automatically.
2. You'll receive a notification before it expires (if notifications are enabled) reminding you to either lift it or renew it.
3. If the compliance issue hasn't been resolved, you'll need to issue a new override or resolve the underlying document.

1. Automatic document scanning is highly accurate but not perfect — handwritten dates, unusual certificate formats, or poor scan quality can cause errors.
2. The contractor can correct the extracted date before submitting.
3. At approval, you can also correct it — just edit the date field before clicking Approve.
4. If errors are frequent on a particular document type, contact operations@trustpoint.nz — we can improve the extraction model for that type.

1. Coverage amount is captured for document types that have a minimum insured value — specifically Public Liability Insurance and Employer's Liability Insurance.
2. When you see this field, TrustPoint needs to verify the policy limit against the minimum you've set for that requirement.
3. If the minimum isn't set and you don't need to track coverage amounts, you can leave the requirement's minimum threshold at zero.

1. Competency certificates — Site Safe, LBP licence, First Aid, heights certification, asbestos licence, trade licences, operator and driver licences — have zero grace by design.
2. These certifications are legally required for the work being done. Allowing someone to operate without a current cert isn't a timing issue — it's a safety breach.
3. The grace lock cannot be overridden by the builder. If a cert has lapsed, the contractor must get it renewed.
4. A temporary override can be issued if you have a legitimate, documented reason (e.g. Emergency callout, Regulator grace).

1. You can view the document — click the document row in the approval queue or in the contractor's evidence history.
2. If the document is showing as "pending" but there's nothing in your queue, the contractor may have started but not completed the upload.
3. If the document was submitted a long time ago and isn't visible, it may have been superseded by a newer submission.
4. Contact operations@trustpoint.nz if you believe a document has gone missing.

1. This amber warning means the policy limit couldn't be automatically read from the uploaded document — and the contractor didn't manually enter it.
2. Do not enter it yourself. The evidentiary record must reflect what the contractor submitted.
3. Click Reject and add the note: "Policy limit not visible — please resubmit a copy that clearly shows the insured amount."
4. The contractor resubmits, confirms the coverage amount, and you approve the new submission.

1. Check mobile coverage — SMS delivery fails in rural dead zones. The site may be in a low-coverage area for some carriers.
2. Wait 60 seconds before trying again — delivery can be slower in low-coverage areas.
3. Check the worker's phone number on their worker record is correct — a single digit error means the SMS goes to the wrong number.
4. Some phones have SMS filters or "Unknown senders" settings that block messages from short codes. Ask the worker to check their filtered messages.
5. If the issue is persistent, contact operations@trustpoint.nz — we can check delivery status from the SMS provider.

1. This warning indicates that when the offline induction was captured, the device's clock appeared to be significantly out of sync with real time.
2. This can happen on devices that haven't connected to the internet recently and haven't synced their clock.
3. The induction entry is still valid — the warning is for your awareness when reviewing timestamps.
4. Contact operations@trustpoint.nz if you need to investigate the exact timing of an offline entry.

1. This message appears when a worker's phone number matches multiple workers in the system (across different companies) and TrustPoint can't confirm which person is standing at the gate.
2. Rather than risk showing one person's name to someone else's phone, TrustPoint routes to the manual path.
3. The site manager can confirm identity and sign the worker in manually.
4. This is a privacy protection — not a compliance block.

1. By design — the audit trail is tamper-evident and append-only.
2. Every entry is sealed in a way that makes tampering detectable and irreversible.
3. If entries could be edited or deleted, they would be worthless as legal evidence.
4. This protection applies to everyone, including TrustPoint administrators.
5. If you believe an entry was created in error, contact operations@trustpoint.nz — we can add a correction note to the trail, but the original entry remains.

1. Check whether the notification is in a different category — use the filter in the notifications panel.
2. If you've set quiet hours, notifications received during that window are held until quiet hours end — they may have arrived while you weren't looking.
3. If a notification is for a relationship or contractor that has since been removed, it may not link to a visible record.
4. Contact operations@trustpoint.nz if you suspect notifications are being dropped.

1. This means that phone number is already registered on another company's worker record in TrustPoint.
2. This happens when: (a) a worker genuinely works for two subcontracting firms, or (b) a phone number has been recycled by a carrier and reassigned to a different person.
3. If it's the same person: proceed — TrustPoint will send the worker an SMS to confirm they're the same individual across both employers.
4. If you think it might be a different person: confirm the phone number with your contractor before saving.
5. This is a same-company check only — if the conflict is within your own company's worker records, it's a hard error and you'll need to resolve the duplicate.

Pending approvals: Documents submitted by contractors waiting for your review. Click any row to open the approval screen.

Contractor summary cards: A quick-view of all your contractors with their current readiness badge (READY / AT RISK / BLOCKED etc.).

Notifications bell (top nav): Unread count badge. Click to open the notifications panel.

Sites overview: Quick count of active sites and today's induction activity.

Upcoming expirations: Documents expiring in the next 30 days across all contractors.

Contractor cards: One card per contractor. Shows company name, readiness badge, and how many requirements are outstanding.

Invite contractor button: Opens the invite form. Enter the contractor's email — they receive an invite to register.

Search/filter: Filter contractors by readiness state or search by name.

Badge colours: Green = READY, Amber = AT RISK, Orange = RESTRICTED, Red = BLOCKED, Grey = UNKNOWN.

Click a contractor card to open their full relationship page.

Readiness banner: Large coloured banner at the top showing the current computed state with a plain-English reason.

Requirements tab: All document types required from this contractor, with status, expiry, and last approved date for each.

Documents tab: Full evidence history — every document ever submitted, approved, rejected, or superseded.

Workers tab: All workers registered under this contractor. Add, edit, or remove workers here.

Audit Trail tab: Tamper-evident log of every action on this relationship.

Overrides section: Active and expired overrides with reason codes and dates.

Provisional Passes tab: Pending and historical provisional pass requests for this contractor.

Legal Holds section: Active legal hold (if any) with reason and lift option.

Override button: Opens the override form.

Export button: Download a compliance report or CSV for this relationship.

Invite contractor button (if not yet connected): Resend the invite email.

Document type dropdown: Select the evidence type you're requiring (e.g. Public Liability Insurance, Site Safe Certificate).

Grace days field: How many days after expiry before the contractor moves to BLOCKED. Pre-fills from the system default. Locked to zero for competency certificates.

Pending grace (read-only): How long a pending renewal is tolerated before triggering BLOCKED. System-set, not editable.

Minimum coverage amount: For insurance types — the minimum policy limit you'll accept (e.g. $1,000,000). Leave blank if you don't enforce a minimum.

Save button: Creates the requirement. The contractor is notified that a new document is required.

Document viewer: The uploaded file — PDF or image. Zoom in to read details clearly.

Detected document type: What the system read this document as. Dropdown to correct if wrong.

Detected expiry date: Date read from the document. Edit if wrong.

Coverage amount field: Appears for insurance types. Contractor-entered amount; you cannot change it here.

Amber coverage warning: Shown if coverage amount is missing — reject and request resubmission rather than guessing.

Confidence indicator: How reliably the details were read. Low confidence = review extra carefully.

Approve button: Saves your review, marks document approved, updates readiness immediately.

Reject button: Opens a text field for your rejection reason — sent to the contractor automatically.

Reason code dropdown: Select the override reason (Document inbound, Insurer delay, Emergency callout, Regulator grace, Provisional new evidence, Commercial exception, Other).

End date picker: Maximum 7 days from today.

Scope selector: Override the full relationship or specific requirements only.

Notes field: Optional but recommended — your notes are visible in the audit trail.

Legal holds panel (sidebar): If a legal hold is active, it's shown here. A legal hold cannot be overridden.

Save button: Activates the override immediately.

Warning banner: Reminds you this decision is your responsibility and is permanently recorded.

Site cards: One per site. Shows site name, address, and today's induction count.

New site button: Opens the create site form.

Click a site to open the full site page.

Site details: Name, address, created date.

QR Codes section: Sign-in QR and sign-out QR. Print or download from here.

Today's inductions: Real-time list of workers who have signed in today, sign-in time, and sign-out time.

Clock skew warning ⚠: Shown next to any induction captured while the scanning device's clock appeared to be out of sync.

Export inductions button: Download a date-range CSV of inductions.

Gate history: Full historical access log — every induction, sign-out, and access denial with timestamps.

Site rules section: Override requirements for this specific site (e.g. this site requires additional certifications beyond the relationship default).

Edit site / Delete site buttons.

Worker details: Full name, mobile number.

Phone conflict notice (amber): Shown if this phone number is also used by a worker at another company — informational only.

Recent gate activity: Last few gate inductions for this worker across all sites.

Edit button: Modify name or phone number.

Remove button: Removes the worker from this contractor. Their historical gate records are retained.

Format selector: CSV (raw data, importable into Excel) or Compliance report (formatted document with header, summary, and verification instructions).

Date range: Filter the export to a specific period.

Include sections: Toggle which data types to include — documents, gate inductions, overrides, audit events.

Download button: Generates and downloads the file.

Audit Event ID: Shown in the export header — this is the reference for third-party verification.

Verification instructions: The formatted report includes numbered steps for WorkSafe or a third party to verify the record hasn't been altered since export.

Bell icon (top nav): Orange dot or count badge when you have unread notifications.

Notification list: Sorted newest first. Each entry shows: event type, which contractor/site/document, timestamp, and a link to the relevant page.

Mark all read: Clears the unread count.

Notification preferences link: Takes you to Account → Notifications to adjust what you receive.

Quiet hours notice: If you're currently in your quiet hours window, a small label shows the next time notifications will resume.

Profile tab: Your name, email, phone. Change password here.

Company tab: Company name, address, NZBN (if registered). Edit and save.

Team tab: All members of your company account. Invite new members, remove existing ones.

Notifications tab: Per-event toggles (email / in-app). Quiet hours setting.

Security tab: Password change, active sessions.

Current plan: Plan name, billing cycle (monthly/annual), next renewal date.

Manage billing button: Opens the Stripe customer portal — update payment method, download invoices, change plan.

Cancel subscription button: Starts the cancellation flow. Access continues to end of billing period.

Invoice history: Previous payment records.

Your details: Name, email, company name.

Builder relationships: List of all builders you're connected to, with your readiness state for each.

Workers: Workers registered under your company.

TrustPoint Verified section: Your Verified badge status, public profile link, and embed code.

Support access tokens: Generate a 24-hour read-only token for TrustPoint support to investigate your account.

Email and password fields: Standard login. Enter your registered email and password.

Log in button: Submits the form.

"Email me a login link" (magic link): If you've forgotten your password, expand this section, enter your email, and click Send login link. A one-time login link arrives by email within a minute.

"No account? Register" link: Takes you to the registration page.

Error messages: "Invalid email or password" if credentials don't match. "Too many login attempts" if you've exceeded 5 attempts in 15 minutes — wait 15 minutes.

Name field: Your full name.

Email field: Your work email — this becomes your TrustPoint login.

Company name: Your company's registered business name.

Password fields: Choose a strong password (minimum 8 characters).

Account type selector: Builder (I'm a main contractor) or Subcontractor (I'm a subbie/contractor).

Register button: Creates your account. You'll be logged in immediately.

Already registered? Log in: Link back to the login page.

Phone number field: Worker enters their NZ mobile number.

Send code button: Sends a 6-digit SMS OTP to the number entered.

OTP entry: Worker types the 6 digits from their SMS.

Site induction acknowledgement: A brief safety statement the worker must read and confirm.

Check in / Done screen: Confirmation that the induction is complete and logged.

Denial screen: Shown if the worker's company is BLOCKED. Explains why and offers a "Request provisional pass" button.

"Speak to site manager" screen: Shown if the phone number matches multiple workers across companies — TrustPoint can't confirm identity, so it routes to manual.