ANNEXURE I

SCOPE OF SERVICES

Operating Procedures and Service Levels

2.1. Preparation of Case documents by the Client

1. Client is responsible for providing the following documents for every case it gives to TCG for verification.
   1. Fully Filled Background Verification Form (BVF)
   2. Authorization Release Note (ARN) duly signed by the candidate authorizing Client to conduct his/her background verification. In the event of the Client not being able to provide the ARN, TCG shall assume that the Client has obtained such authorization and that the Client shall take full responsibility for any breach of regulations related to privacy.
   3. A copy of any Government Issued Identity Document like PAN Card, Passport, Voter ID, Driving License or Ration Card. The Final report will be issued in the name mentioned in that document.
2. Other documents required for conducting various checks have been detailed. Client to ENSURE that all documents enclosed with the case are CLEAR, COMPLETE AND LEGIBLE.
3. All information pertaining to the case like employee code, PO details, location, Reporting Manager etc that the Client may want TCG to provide in invoices must be clearly provided to TCG with the Case.
4. Any case with incomplete invoicing related information as stated in 2.1.3 will be marked as insufficient and treated as per the procedure defined in 2.5 below.

2.2. Receipt of Cases

1. TRUST CHECK GLOBAL will accept cases in the following modes:
   1. Through Portal/Email/Google Forms
      1. by Candidate upload
      2. by Client SPOC upload – individual cases
2. Cases received before 12 noon only will be started on the same business day.
3. Cases received post 12 noon will be started on next business day.
4. Any duplicate case sent by Client will be treated as a new case by TRUST CHECK GLOBAL unless specifically withdrawn within 1 business day of its receipt by TRUST CHECK GLOBAL.
5. Responsibility of “ensuring that no duplicate service request is received by the TCG” rests with the client and TCG shall charge the applicable fees for the Verification Services provided against such requests.

2.3. Withdrawal and Cancellation of Cases

1. Duplicate cases can be withdrawn by the Client within 1 business day of its receipt by Trust Check Global(TCG) at no extra charge.
2. Client may also withdraw any other case within 1 business day of its receipt by TCG at no extra charge.
3. All withdrawals or cancellation of cases if done within 1 business day will not be charged.
4. All withdrawals & cancellations after 1st but before end of 2nd business day of its receipt shall be charged at 50% of the total.
5. All withdrawals & cancellations after the end of 2nd business day of its receipt will be charged at full price.

2.4. Information for Invoicing of Cases

1. Any case with incomplete invoicing related information as stated in 2.1.3 will be marked as insufficient and treated as per the procedure defined in 2.5 below.

2.5. Intimation of New Cases and Insufficiency by TRUST CHECK GLOBAL

1. TCG shall send “Acknowledgement and Insufficiency Tracker” to acknowledge receipt of cases and shall also provide details of any first level insufficiencies in Client-provided documents or data within 2 business days of starting processing of the case.
2. Client shall be responsible for highlighting any discrepancy between the “Acknowledgement and Insufficiency Tracker” and actual cases sent to TCG.
3. Checks where there is a first level insufficiency will be kept on hold by TCG till the time of insufficiency fulfilment. All other checks pertaining to the case will be put in processing.

2.6. Intimation to TRUST CHECK GLOBAL by Client

1. Request for Collection of Samples for Drug Screening has to be raised with TCG at least 24 hours in advance.
2. Any check for which TCG is awaiting “Go Ahead” instructions from the Client for any reason including but not limited to go ahead on Current employment, approval for additional payout to educational institutes will be marked as “Completed” and invoiced at 100% of the fee if the instruction is not received till report delivery day or within 10 days of placing the request for “Go Ahead” whichever is later.

2.7. Verification Procedure

1. For checks where there is a difference between details stated in the BVF and the documents attached, the check will be conducted and disposed on the basis of the document provided.
2. Checks where there is a first level insufficiency will be kept on hold by TCG till the time of insufficiency fulfilment. All other checks pertaining to the case will be put in processing.
3. TCG may communicate further insufficiencies to the Client in the course of processing the checks that are on the floor. Such checks would also be kept on hold till the time of insufficiency fulfilment.
4. In case the Client is unable to fulfil insufficiencies within the Turnaround Time (as mentioned below), TCG shall close the insufficient check as “Completed” and submit its Final report. TCG shall invoice the Client at full rate for the entire case as per package price.

2.8. Turnaround Time – TAT is 14 working days.

1. The TAT of a case would start only after receipt of all associated documents and data.
2. The TAT of the total case will be calculated basis the agreed TAT for the check with the highest TAT.

2.9. Trackers

1. Standard
   1. Clients using portal can download Progress Trackers directly using their individual login.
   2. TCG will share a Sent Report Tracker, every-time reports are sent to the Client.

2.10. Reports

1. Report Format
   1. Report Format will be a standard format as per agreed checks
   2. Reports will be submitted as eReports in PDF format
2. Final Reports
   1. TCG shall submit its Final report as eReports on day of TAT where all checks have been completed as per definition in the Check Details Table.
   2. Clients can also download Reports directly from the portal using their individual logins