DocuSign

Features

What is DocuSign?

DocuSign is an online digital transaction management platform that enables you to receive and accept your documents with Suncorp Bank online. DocuSign is the world’s leading platform for electronic signatures. The technology is used by more than 60 million users in 189 countries, so you can be confident you’re in safe hands.

DocuSign will allow Suncorp Bank customers to review and approve certain loan documents electronically. This makes approving your documents not only easier, it significantly speeds up the time to process your loan. You will no longer need to wait for documents to arrive in the mail, sign and return them  to Suncorp Bank by post.

Sign anytime on any device

You can securely sign documents on any device with DocuSign, so there’s no need to wait for documents in the mail. All you need is a web browser, email and mobile phone.

To use, simply complete a full review of your offer documents to ensure you’re happy with our terms and conditions. Once you’re happy to accept the credit offer, simply click 'Sign Here' to apply your approval to the document.

Fast & Secure

The two-step authentication process uses email and SMS to ensure no one else can access your private documents. After logging in to the DocuSign website it only takes a few simple steps to approve a document that’s legally binding.

It’s important you keep both your e-mail and SMS code secure at all times Avoid sharing this information to prevent unauthorised parties accessing and approving your loan documentation.

Customer executed loan documents will be saved and stored by Suncorp Bank as per current banking practices. Copies of executed documents will only be stored within DocuSign for a period of 14 days  After this time,  documents will be purged from DocuSign and only held within Suncorp Bank systems.

Multiple borrowers

Docusign also works for documents where signatures of multiple borrowers are required. When there are multiple borrowers on a loan, the process will work exactly the same. Each borrower will receive their own e-mail with a link to the loan documents. Once they click on the link to access the DocuSign system, they will receive their own unique access code via SMS.

How it Works

Review your documents in your time

To make things easier you can review your documents over a number of sessions.  We realise that our customers are busy and you may not be able to complete a full review of your loan documents in one session.

If you start a review of the documents and need to end the session, click on the “Other Actions” section of the screen and select the “Finish Later” option.  When you log back in at a later time to finish the review, any prior approvals that you may have already applied to the documents should be saved and visible to you, and you can simply start where you left off.

To make it easier, keep your original e-mail from DocuSign so that you can access the system again at later time.

And if you forget to review your documents the DocuSign system will automatically remind you. You will have 90 days from loan approval to review and approve your loan documents. After this time, your credit offer will have expired and the DocuSign system will void access to original documents preventing any further approvals being applied. Should you wish to discuss the offer of credit after this point, please contact your lender or loan broker direct.

Copies of final documents

Once you have completed a full review of the loan documents and applied your approval in the relevant sections Suncorp Bank will be notified of your loan approval.  You will receive email confirmation along with a copy of your approved loan documents. 

Once all loan documentation has been approved, Suncorp Bank will be notified and you will receive a copy of the approved loan documents showing all parties’ approval.

Customer executed loan documents will be saved and stored by Suncorp Bank as per current banking practices. Copies of executed documents will only be stored within DocuSign for a period of 14 days. After this time, documents will be purged from DocuSign and only held within Suncorp Bank systems.

Issues with your documentation

If you notice an error in your documents such as an incorrect name or address click  ’Other Actions’ and select the “Decline to sign” option.  You will be prompted to provide Suncorp Bank with a brief explanation regarding the issue before sending your response.Our documentation team will work to rectify the issue as quickly as possible and arrange for replacement documents to be sent for your review and approval.

If you've deleted the e-mail from DocuSign containing the link to your documents contact your lender or broker as soon as possible.

The SMS code that is generated when you access your documents is only valid for 5 minutes.  If you are reviewing your documents over a number of sessions, or your session has timed out, the system will generate another code when you go to access your documents again.

Contact Us

Not ready to go digital?

You can opt out of DocuSign at any time and we’ll send your documents in the mail or to your inbox.

If you have opted into the e-Signature process intitially, and then decide on receipt of your e-mail that you no longer wish to participate, ‘click 'Other Actions' and select the 'Decline to Sign' option. When prompted, provide commentary to indicate that you no longer wish to sign documents via DocuSign. Suncorp Bank will arrange for your loan documents to be resent  as a physical copy in the mail, or via email.

If there are multiple borrowers on the loan, using the Decline to Sign option will prevent all parties from signing the documents electronically. If one borrower has already applied their approval to the documents this approval will be voided and all borrowers will receive notification that the envelope has been cancelled.

Questions and Queries

Should you have any further questions or queries please contact your lender or broker, or call  13 11 55.

If you feel you should have received your loan documents electronically but have not received an e-mail notification, please contact your lender or broker as soon as possible.

Suncorp Bank will then verify that the loan documents have been sent via DocuSign and confirm the e-mail address the documents have been sent to.

If it is identified that documents have gone to an incorrect e-mail address, Suncorp Bank will arrange for the original notification to be voided and the documents dispatched again to the correct e-mail address.