Introduction of Docusign and Adobe Sign e-signatures.

We’re pleased to provide you with an update on acceptance of electronically signed requests for OneAnswer Frontier Super and Pension.
 

This represents the third phase in the roll-out of the enhancement to our OneAnswer Frontier acceptance processes.
 

Phase I – Introduced the acceptance of electronic signatures for Switch and Adviser Service Fee requests.
 

Phase II – The service was extended to New Business for OneAnswer Frontier Super and Pension and some select Maintenance requests.
 

Phase III – From 10 July 2023, DocuSign/Adobe Sign will broaden the acceptance of electronic signatures for withdrawal requests for OneAnswer Super and Pension from advisers with an Adviser Transaction Authority.
 

This will benefit our clients and advisers by improving the processing time of their requests.
 

Products in scope

  • OneAnswer Frontier Personal Super
  • OneAnswer Frontier Pension
  • OneAnswer Frontier Pension ‘Transition to Retirement’ (TTR)
     

What is DocuSign/Adobe Sign and what do the changes mean for our clients and advisers?

DocuSign/Adobe Sign is a fast and reliable way to electronically sign documents on practically any device from almost anywhere in the world. The digital platform lets users send, sign and manage legally binding documents securely.;

This enhancement allows advisers to obtain client signatures digitally from your clients, helping you and your clients save time, without the need to print and meet in person to obtain wet signatures.
    
DocuSign and Adobe Sign technology platforms offer secure solutions, so advisers and your clients can complete an electronic signature securely prior to sending the request.
 

DocuSign/Adobe Sign verification will also allow the business and advisers, to fulfil their obligation to our clients and allow us to verify their identity electronically and process requests in a timely manner.
 

For the digital client signature to be deemed valid, the following must be sent back to OnePath:  

  • the electronically signed form, and
  • the certificate of completion issued by DocuSign or Adobe Sign.


Note:

  • The email must be sent from the Adviser’s email address and include your Adviser Number – 
  • we cannot accept an electronic signature without the ‘certificate of completion’.


Please note the following rules apply when using DocuSign and Adobe Sign:
 

  • For OneAnswer Frontier Super new business accounts: The client’s Certified ID is not required when setting up a new business account. 
     
  • OneAnswer Frontier Super & Pension new business accounts plus Nomination Of Beneficiary: Applications will be accepted via DocuSign/Adobe Sign. However the Nomination of Beneficiary form will not be accepted. The Nomination of Beneficiary form will need to be submitted with the client and witness wet signatures. A wet signature refers to someone endorsing a physical paper document by signing their name with a pen.
     
  • For OneAnswer Frontier Pension new business accounts: Applications will be accepted.  However the policy will not be set up until original certified identification and other requirements are received as per the current  process.
     
  • OneAnswer Investment Portfolio new business accounts: We are not accepting DocuSign or Adobe sign for Investment Portfolio at this stage.


Existing security processes and controls remain in place whether a form is submitted online or by mail. These processes may include identity verification, signature checks and call-backs to confirm sensitive matters. To avoid any processing delays, please ensure OnePath has your client’s current email address on record. We continue to require that instructions be sent from the email address associated with the account. 

 

Requirements

We must receive the digitally signed withdrawal form along with the ‘certificate of completion’ via email through DocuSign or Adobe Sign.

  • Advisers must have an Adviser Transaction Authority (ATA) to be able to send through a withdrawal request.
  • All documents must be received in full; partials will not be accepted.
  • Requests must be received from the servicing adviser’s business email address we hold on file.
  • The adviser’s email address must match our records and against the ‘certificate of completion’.
  • The client’s email address must match our records and against the ‘certificate of completion’.
  • Advisers can send a withdrawal request along with an ATA form.
  • Requests received directly from a Client, Third Party Authority or Power Of Attorney will be rejected.
  • Requests received with new bank details will require additional verification with the adviser.


When will Phase III be live?

10 July 2023
 

Withdrawal requests - not in scope for Phase III

  • Departing Australia Superannuation Payment (DASP) 
  • Withdrawal of funds to International Bank Accounts
  • Requests received from a Third-Party Authority (TPA) or Power of Attorney (POA).

 

Any questions?

If you have any questions or would like further information, please: