Electronic document signing

We can now accept online signatures for selected processes through DocuSign™, an eSignature solution that allows you to electronically sign and complete documentation, without needing to go into a branch.

What is DocuSign™?

DocuSign is an eSignature that allows you to electronically sign and complete documentation such as loan agreements. It’s completely paperless and allows you to progress documentation without visiting a branch.

An electronic signature, or eSignature, allows us to capture a digital record of your signature. You'll be bound by the contents of the document you're signing. DocuSign can detect when you provided your signature and if the electronic document was altered after the signature was applied.

eSignatures don’t need to look like your actual physical signature. Once you’ve reviewed the document, you can indicate your agreement by:

  • Setting up your signature by typing your name; or
  • Drawing your signature using a mobile device pen or your finger on a touch screen device.

DocuSign navigates users through documents in a way that's really easy to understand and signing is as simple as clicking a button.

Where can I use DocuSign?

DocuSign is only available for customers accessing the Business Finance Guarantee Scheme. We’re looking to extend it to other products in the future.

What do I need to be able to use DocuSign?

You can use DocuSign if you have:

  • An email address
  • An internet access
  • Either the ability to screenshare or two camera-enabled devices – one so you can ‘sign’ the document, and the other so a witness can watch you sign the document
  • Video software – while we're in isolation, we also need to incorporate a video calling process. Video call is required so a witness (e.g. a solicitor or a third-party person) can view the electronic signing of the document. You can make video calls from most smart phones and it’s easy to create accounts with Skype, Teams and other online video calling tools.

You can have multiple signatories – they can sign the document(s) when it suits.

DocuSign works best in the Chrome browser. It will work on other browsers, but it may be a bit slower on Internet Explorer particularly IE11 and below, which are no longer supported by Microsoft.

What is the process?

To give you an idea, we've outlined below the process for a loan agreement where a solicitor acts as the witness. Please note that this is for illustration purposes only and the process you follow may differ to this.

  1. You'll receive an email from dse@docusign.net asking for your consent to complete the process digitally.

  2. You (including guarantors, partners of partnerships, joint borrowers, trustees, directors, etc.) will receive a read-only version of the document(s) for review.

  3. On confirming you're happy to proceed, you'll receive a version of the document(s) you can sign.

  4. The solicitor initiates a video call with you to verify your identity, and provides a passcode so you can access and sign the document. The solicitor then watches you sign.

  5. The document goes to the solicitor to complete the witnessing process and the confirmation.

  6. Once complete, you and Kiwibank will receive a link to the signed documents. You must download and save a copy of your documents.

Keeping a copy of your signed documents

Once everyone has signed, you'll receive an email with a link to access the completed documents for your records. You must save the documents electronically in a folder that can be easily accessed. However, if during the term of the loan, you can't find the documents, please contact Kiwibank and we can arrange for the documents to be sent.

Benefits of using an eSignature

Using eSignatures means:

  • You can progress documentation without visiting a branch
  • Paper-free processing
  • Removing the cost to send documents
  • Improved quality of documentation (all fields must be completed to be able to progress it)
  • Your transaction could be processed faster
  • Improved security through encryption and audit trails that tampering of documents can be easily detected.


Download our DocuSign user guide (PDF 1003.1 KB) – it has step by step instructions on how to use DocuSign. If you get stuck at any point, please contact the Kiwibank team member who you've been dealing with. General information can also be found on docusign.com.

Safety and security

How do I know DocuSign electronic signatures are trustworthy?

DocuSign's electronic signatures are:

  • Legal - DocuSign is the only eSignature company that is ISO 27001 certified as an information security management system (ISMS). This is the highest level of global information security assurance available today and provides assurance that DocuSign meets stringent international standards on security.
  • Secure - Each electronic signature is unique, documentable, encrypted and tamper-evident. DocuSign guarantees confidentiality of all transactions and furthermore provides multi-faceted verification of signing events.
  • Auditable - DocuSign provides a complete and extensive audit trail that serves as third-party validation of transaction completion, including information such as the signer's email address, name, authentication method, IP address with time stamp and more.

What can I do to ensure I keep documents safe?

While DocuSign is robust, there are some simple extra steps you can take:

  • We’ll only ever send a DocuSign email to the email address you've registered with us
  • Never share or forward a DocuSign email or your passcode
  • If you believe your email address or phone number have been compromised, contact us immediately to update the relevant details and don’t sign any documents.

Suspicious emails

Please don't click on links in emails you receive from unknown sources or emails that you aren’t expecting. In this case, because you know to expect emails from dse@docusign.net, you have the information you need to ensure that the email you receive is legit.