TABLE OF CONTENTS

• Trustii FAQ
• General
  • How does reference verification work with Trustii?
  • What are the typical services offered for pre-rental verifications?
  • What are the typical services offered for RQRA members or residences?
• Verification Costs and Process
  • What is the cost of verification services?
  • How can I check a candidate’s background?
  • Is the verification process secure?
  • How long does a background check take?
  • Can I integrate Trustii with my rental management system or CRM?
  • Why was I charged without receiving my report?
• Candidate and Verification Management
  • What should I do if my candidate does not have a valid ID?
  • What does an empty credit report mean for my candidate?
  • Why is my candidate’s background check marked as "incomplete"?
  • What happens if a candidate does not complete their verification?
  • Can I cancel a verification that has already been submitted?
  • Why is my candidate’s report not available?
  • My candidate withdrew their application. Why was I charged?
• Support and Assistance
  • What should I do if my candidate needs help?
  • How can I speak to a Trustii representative?

General

How does reference verification work with Trustii?

References are verified after the initial report has been completed. We make a minimum of four attempts to contact the referenced individual over a 48-hour period. If no response is received, we leave a message. After four unsuccessful attempts, the process is considered complete, even if no response has been obtained.

What are the typical services offered for pre-rental verifications?

We recommend using the following services for your pre-rental verifications:

• Identity Verification: Confirms the candidate’s identity based on the provided documents.
• Credit Report: Analyzes the candidate’s financial history to assess their ability to meet financial commitments.
• Criminal Background Check (Quebec): Checks for criminal and penal offenses recorded in provincial and municipal court registries.
• Administrative Housing Tribunal (TAL) Check: Allows access to rental disputes associated with the candidate.

What are the typical services offered for RQRA members or residences?

For members of the Regroupement québécois des résidences pour aînés (RQRA) or residential facilities, the following services are recommended:

• Legal Requirement: Canadian criminal background check, in compliance with legal requirements.
• Recommended: Advanced police information verification (including ongoing charges, outstanding warrants, and other recent legal matters), criminal background check (Quebec), and professional reference verification.

Verification Costs and Process

What is the cost of verification services?

The pricing depends on the services selected. You can find detailed pricing information on our pricing page here: Trustii Pricing.

How can I check a candidate’s background?

You can verify a candidate’s background using the following services:

• Canadian Criminal Record Check: This verification checks for criminal offenses recorded in the RCMP’s National Criminal Records Repository. It confirms or denies the candidate's declaration without providing specific details about the offenses.
• Quebec Criminal Background Check: This verification examines criminal and penal offenses recorded in provincial and municipal court records.
• Advanced Police Information Check ("Enhanced"): This option includes ongoing charges, outstanding warrants, and verification of other judicial matters, including conditional and unconditional releases within the disclosure period.

For advice on the best services to meet your needs, contact our support team at [email protected].

Is the verification process secure?

Yes, we apply rigorous measures in compliance with current laws and uphold the highest security standards. You can learn more by consulting our privacy policy or reading our article on Privacy, Security, and Data Usage.

How long does a background check take?

A background check typically takes less than 20 minutes once the form is completed. However, some exceptions may extend this timeframe, such as errors in the candidate’s declaration, service outages from our providers, or the limited availability of TAL (not accessible in the evenings and on weekends).

Can I integrate Trustii with my rental management system or CRM?

Yes, it is possible to integrate Trustii with your management system or CRM. For more information, please contact us at [email protected].

Why was I charged without receiving my report?

If an inquiry is not completed, the pre-authorization on your credit card is automatically canceled. You will only be charged if a report is generated.

Candidate and Verification Management

What should I do if my candidate does not have a valid ID?

If your candidate does not have a valid ID, please contact our support team at [email protected] to explore possible solutions. Each case will be assessed individually.

What does an empty credit report mean for my candidate?

An empty credit report may indicate that the candidate is a minor or does not yet have a credit history. In rare cases, it may be due to an identification error if no Social Insurance Number (SIN) was provided. Do not hesitate to contact us to clarify the situation.

Why is my candidate’s background check marked as "incomplete"?

A background check may be marked as "incomplete" if the candidate’s declaration does not match the information found in our partner police agency’s records. To obtain further details or resolve the issue, please email us at [email protected].

What happens if a candidate does not complete their verification?

• After 36 hours: The link expires. You can send a reminder from the "Sent Requests" tab.
• After 6 days: The inquiry expires and the pre-authorization is automatically canceled. You will need to submit a new inquiry if you still wish to verify this candidate.

Can I cancel a verification that has already been submitted?

You can cancel an inquiry as long as the candidate has not started the process. If the candidate does not complete the verification, it will expire automatically without any charge. For special cases, please contact our support team.

Why is my candidate’s report not available?

A report may not be available for the following reasons:

• An error in the candidate’s declaration.
• A temporary service outage.
• The candidate has not completed their form.

You can check the request status in your dashboard’s "Sent Requests" tab.

If the candidate made a mistake in their declaration, we will contact them directly to correct it.

My candidate withdrew their application. Why was I charged?

• If the inquiry was completed, the costs incurred by our providers make refunds impossible, except in exceptional cases.
• If the inquiry was not completed, the pre-authorization will be automatically canceled, and the charge will be refunded within a few days.
• You will only be billed if a report has been generated.

Support and Assistance

What should I do if my candidate needs help?

If your candidate encounters a problem, please email us at [email protected] and include:

• A screenshot of the issue.
• The full name of the person concerned.

How can I speak to a Trustii representative?

Due to the nature of our services, we prioritize written support. You can contact us with a clear description of the issue and the full name of the person concerned. If necessary, we will call you directly.