Frequently asked questions

FirstChoice: You can use the Digital Communications Tool (DCT) that provides digital signatures with automatic 2FA built in. There is no cost for advisers to use this tool.

Note: Multiple forms in one envelope is not possible.

FirstWrap: Unfortunately, there are currently no alternative solutions for providing digital signatures to FirstWrap. You’ll need to continue to submit forms with a wet signature.

2FA is required for higher-risk transactional requests such as withdrawals and changes to customer bank account details. Whereas non-transactional requests, such as changes to basic customer account details and contribution declarations, present a low risk to the customer so require 1FA.

Yes.

Yes for all approved forms, except the application form.

Yes, electronic signatures can be provided by the POA using Adobe Sign or DocuSign providing 1FA or 2FA has been completed and matches our records.

DocuSign: Yes, provided the required authentication (1FA or 2FA) has been received and the envelope ID stamped on each page and matches the Certificate of Completion.

Multiple forms is a function of DocuSign only. If we receive two separate forms (for two different members) in the same request with the same envelope ID, we can accept both so long as required authentication is met for each signatory AND envelope ID is recorded on the top of every page of the submission.

Adobe Sign: Yes, from Monday 7 February 2022, you're able to send multiple documents in one envelope. All documents must be related to the same account number. 

If all documents within the envelope require single-factor authentication (1FA), the envelope requires 1FA. If any document within the envelope requires two factor authentication (2FA), the envelope will be 2FA.

Where a wet signature was previously required by your client, they will need to be the one to provide the digital signature. This is verified by matching our data with the email address and mobile phone used during the digital signing process. For forms where an adviser signs with a wet signature, such as with the FirstWrap ‘Platform user access’ form, you can sign these with a digital signature.

No, as long as your client has drawn, typed or attached a signature in the signature field, their request will be valid.

No. In order to verify who has provided the digital signature we match our internal data with the email address and mobile phone number used for signing. A passcode does not provide a data point to match in our system and cannot be accepted as the second verification.

No. At this stage we are only accepting SMS for 2FA.

While we understand having to upgrade your DocuSign or Adobe Sign subscription for 2FA is not ideal, in order to remove the wet signature requirement, we do require SMS authentication for us to validate the digital signature internally. Alternatively, the Digital Communications Tool in FirstNet Adviser is available at no cost (FirstChoice only) or you can continue to submit forms with a wet signature.

For forms that only require 1FA, only an email address is required. For forms requiring 2FA, we can only accept forms completed by email address and SMS. If your client doesn’t have a mobile phone number the forms will need to be submitted with a wet signature. These can still be scanned and uploaded through FirstNet Adviser or the FirstWrap platform. Alternatively, FirstChoice members can upload forms directly through FirstNet for members without requiring a mobile phone.

Yes, every form that has used a digital signature must have the proof of authentication attached, which is contained in the Certificate of Completion (DocuSign) or Final Audit Report (Adobe Sign).

No, the form and certificate/audit report must be uploaded together in one PDF document to ensure it cannot become separated at any point. Refer to the Troubleshooting section for settings to enable this or contact DocuSign/Adobe Sign support.

For transactions on existing accounts, members who are outside of Australia that can access SMS authorisation are able to submit forms with a digital signature.

However, as applications cannot be completed outside of Australia, digital signatures for applications will not be valid if signed while outside Australia for both new and existing members.

It is important that you check the contact information we have on our system in FirstNet Adviser or on the FirstWrap platform before sending forms to your client for signing. If the email address or mobile number doesn’t match our data, the form won’t be processed.

Yes, members within the same family group can use the same mobile number as long as the mobile number is provided as the contact information on all relevant client profiles. It will still need to be the account holder that digitally signs the form and enters the SMS code.

Yes. It is preferable that the contact details we hold are checked before submitting the form to ensure there are no delays to processing the request. However, if this has been missed we would allow the resubmission of the same form once all the contact information was updated.

See complete list of approved forms for FirstChoice and FirstWrap.

If the form is not listed in the forms tables at the end of this document, then it is not currently accepted via DocuSign or Adobe Sign and will need to be submitted with a wet signature.

Reuse of signatures is prohibited under the Licensee Terms of Trade. We require a unique Certificate of Completion or Final Audit Report for each request.

In light of recent NSW legislation changes regarding video witnessing, we are currently evaluating what this means for digital witness signatures for each state. At this stage, these forms will need to continue to be provided with a wet signature but we expect further communications will be provided on this in due course.

We currently only have non-lapsing death benefit nominations and there are no plans at this stage to introduce a lapsing death benefit nomination.