Firstsource AnnualReport 2019-20

2019-20
Contents
CORPORATE OVERVIEW FINANCIAL STATEMENTS
2 Firstsource at a Glance Consolidated
4 Our Business Verticals 96 Independent Auditors’ Report
9 Digitalisation 103 Balance Sheet
10 Our Performance 104 Statement of Profit and Loss
12 Message from the Chairman 105 Statement of Changes in Equity
13 M
essage from the 107 Statement of Cash Flows
Managing Director & CEO
109 Notes to the Financial Statements
14 Board of Directors
142 S
tatement under Section 129(3)
15 Leadership Team of the Companies Act, 2013
in Form AOC - I relating to
16 Case Studies
Subsidiary Companies
18 People at Firstsource
20 Corporate Social Standalone
Responsibility (CSR)
144 Independent Auditors’ Report
22 Awards and Accolades
151 Balance Sheet
152 Statement of Profit and Loss
STATUTORY REPORTS
153 Statement of Changes in Equity
24 Directors’ Report
155 Statement of Cash Flows
54 Business Responsibility Report
158 Notes to the Financial Statements
60 M
anagement’s Discussion and
Analysis of Financial Condition
and Results of Operations 187 Notice on Annual General Meeting
80 Report on Corporate Governance
Performance Highlights: FY20

REVENUE FROM OPERATIONS OPERATING MARGIN PROFIT AFTER TAX (PAT)
` 40,986 Mn ` 4,437 Mn ` 3,397 Mn

7.1% y-o-y 10.8% of revenues 8.3% of revenues
Digital First,
Digital Now.
The new normal created by the COVID-19 outbreak has
compelled organisations to rethink the way businesses operate
and deliver value to customers. As organisations come to
terms with a volatile business environment, adoption of digital
technologies is gaining momentum. Integration of new-age
technologies into business strategy will disrupt traditional
business models across industries, making way for agile and
efficient ones.
At Firstsource Solutions Limited (Firstsource), we Agent Productivity and Customer Experience has
design, innovate and implement solutions that enable enabled us to be a reliable partner in our clients’
business processes to be more agile and efficient to digital transformation journey, while creating value for
address evolving customer expectations. Our proven all our stakeholders.
expertise in Analytics, Intelligent Automation (IA),
Firstsource Solutions Limited
Firstsource at a Glance
Firstsource Solutions Limited is a leading player in the Business Process

Management (BPM) industry. Part of the RP-Sanjiv Goenka Group, Firstsource
provides bespoke services and solutions to its customers across Banking
and Financial Services, Healthcare, Communications, Media and Technology
and other diverse industries. We operate 36 delivery centres across
four geographies – US, UK, Philippines and India – to serve 100+ leading
enterprises globally, including 17 Fortune 500 and 9 FTSE 100 companies.
KEY NUMBERS
` 41 Billion 100+ 4 Countries 21,000+

Revenues in FY20 Global clients Our geographic footprint Firstsourcers globally
COMPREHENSIVE SUITE OF SERVICES
Customer Back-Office Collections and Intelligent Analytics

Experience Processing Recoveries Automation
Management
OUR VALUES
A S P I R E
Agility Spirit of People Integrity Risk-Taking & Excellence
Collaboration Centricity Innovation
Stay nimble. Work together. Our people Uphold moral Push the Strive for
Adapt fast. Solve problems. are our and ethical boundaries and perfection
Be future ready. Celebrate success. greatest assets. standards, establish a with passion,
at all times. new normal every
every day. single time.
2 | Digital First, Digital Now.

Company Overview Statutory Reports Financial Statements
Annual Report 2019-20 | 3

Our Business Verticals
We have strong capabilities to grow within the verticals in which we operate.

We provide our clients with a distinct edge to stay ahead in their industry.
Our futuristic thinking and a wide array of innovative solutions provide
a significant value proposition to our clients.
Banking and Financial Services

Leveraging our technology–led solutions, With the credit card segment being our We continue to strengthen our presence
we, at Firstsource made inroads into mainstay in the collections business, in the Prepaid Payment Instruments
FinTech changing the way consumers we enjoy prominent position in the debt (PPIs)-related requirements of large banks
access their finances. As a result, we have collection industry in the US. We have been across our key markets. Invoice financing,
a proven track record in transforming exploring a multitude of opportunities working capital factoring and SME lending
many retail banks and lending them within this promising segment. are some of our other strengths.
a competitive edge. With more and
more lenders embracing disruptive
digital technologies such as Intelligent
We operate across a wide-array of segments, including
Automation (IA) to stay ahead of the
competition, the mortgage industry
stands to gain from this trend. We work Retail and SME banking Mortgages (loan Collections and Recoveries
closely with our clients across the value (customer experience, processing, servicing, (credit card, auto and
chain, including originators, servicers transaction processing) title and valuations) student loan collections)
and mortgage insurance companies.
Our offerings enable them to improve
customer experience, streamline their
Complaints and Commercial finance FinTech
business processes, increase productivity remediation (invoice factoring,
and drive revenue growth. (complaints handling, risk management)
fraud management)
WE WORK WITH
3 of top 6
Retail banks in the UK
4 of top 10
Lenders in the US
3 of top 5
Credit card issuers in the US
5 of top 10
Mortgage servicers in the US

COMMERCIAL BANKS, RETAIL BANKS AND COLLECTIONS AND RECOVERIES

FINANCIAL INSTITUTIONS
Credit card, auto loan and student loan collections witnessed
Digitalisation is transforming the BFSI segment in a big way. healthy traction in the US in 2019. However, in a post-pandemic
Today, banks globally are looking at evolving into a technology world, a large segment of the population is likely to face financial
platform with a banking licence. Financial services providers stress, which in turn could lead to higher defaults and delays in
are fast adopting best-in-class technologies to deliver superior collections and recoveries. Thus, organisations need to deploy
customer experience, enhance turnaround time, lower costs more digital tools to reduce processing time, minimise human
and improve efficiencies. They are either building in-house interventions, prevent cyber fraud, automate identification of
platforms or partnering with FinTech companies to harness disputed debts, improve regulatory compliance, speed up
such technologies. decision-making, and widen the base to improve collections and
enhance customer experience.
With the global economy likely to slip into a Technologies and tools that are witnessing
recession, the need to leverage emerging widespread adoption in the collections
technologies will increase to safeguard asset segment
quality, improve cost structures and manage • Analytics and Intelligent Automation models
capital more prudently.
• Self-serve digital tools
MORTGAGES
Low mortgage rates are likely to keep housing demand buoyant

over the next few years in the US, while diminished political
uncertainty could revive housing demand gradually in the UK.
Mortgage originators as well as servicers are moving away
from their erstwhile tedious manual processes to embrace
automation. Adoption of digital technologies will enable them to
reduce redundancies, drive cost efficiencies, delight customers,
enhance productivity and deliver desired returns.

Healthcare
We are among the select few BPM
players to cater to clients in both Provider WE WORK WITH
and Payer segments in the Healthcare
industry. Over the years, through our
services, tools, technology and domain
650+
expertise we have served as a catalyst Hospitals in the US
to address their productivity challenges.
While we simplify the financial
experience, for patients and Provider
5 of top 10
clients, we provide end-customers of Health insurance/managed
our Payer clients with services that meet care companies in the US
their needs and offer an experience
that redefines excellence within the
Healthcare industry.
In Healthcare, we cater to the following segments:
Hospital Providers (eligibility and Health Plans (digital mailroom, Health and Pharmacy Benefit
enrolment services, receivables claims processing and member Managers Services (data integrity
management) services) services)
PAYER SERVICES
Implementation of the Patient Protection and Affordable Care
Act (PPACA) has provided insurance access to a larger set of
US citizens. This, coupled with an ageing population, is driving
growth of the US Healthcare Payer market. Consequently, there
is an increased demand for outsourcing from Payer organisations.
As industry players focus on providing value-based care to
patients, digitalisation is enabling them to reduce operational
inefficiencies and address unforeseen external challenges. These
organisations are embracing the Cloud for better management of
Healthcare data, newer models of core administration platforms,
to drive customer-centricity across their businesses and achieve
better outcomes. They are also moving away from episodic care
to continuous care by ramping up investments in virtual care.
PROVIDER SERVICES
In the post-pandemic world, remote health
Revenue Cycle Management (RCM), patient accounting
monitoring and management are emerging as
systems and claims management continue to witness healthy
high potential methods of care delivery. This
demand momentum from hospitals and physicians alike. In their
trend could become more prominent over the
endeavour to provide superior patient experience, organisations
next few years.
are adopting Intelligent Automation.

Communications, Media and Technology

Broadcasting, pay TV and land/fixed line providers are
witnessing a rapid wave of digitalisation, challenging
traditional business models and creating newer ones.
As a result, we provide our clients with a host of
value-added services that include Intelligent
Automation (IA), NPS predictions, analysis of
consumption patterns of customers, improved
operational efficiencies, ensuring enhanced customer
experience and maximisation of cross-selling
opportunities.
We operate in the following segments in this

vertical
Streaming services Cable TV, Broadband

and Telephony
WE WORK WITH Consumer Tech E-Commerce
1 of top 2 2 of top 6
Broadcasting and media Telecom and broadcasting Shared economy
companies in the UK companies in the US
Traditional Cable TV companies are witnessing

intense competition from Over-The-Top (OTT)
streaming video services, with rising demand for
high-speed, reliable wireline broadband. The
outbreak of COVID-19 and the ensuing lockdown led
to a surge in media consumption (video on-demand
and gaming). Demand for Augmented and Virtual
Reality in several enterprise apps, ad-supported
video is likely to sustain over the medium term,
while that for data analytics, NPS predictions and
analysis of customer consumption pattern is likely
to remain strong.

Diverse Industries
WE WORK WITH
1 of top 3
Utility companies in the UK
Facing a host of challenges on the As the industry faces significant support, back-office activities and
consumer front coupled with changing challenges from evolving consumer complaints handling is on the rise.
regulatory requirements, the utilities expectations, a dynamic regulatory Adoption of smart energy initiatives,
segment is witnessing a rapid uptake of landscape and rising concerns around roll-out of smart meters in the UK are
technologies. At Firstsource, we enable environment/sustainable energy, it is some of the prominent opportunities.
our clients in this segment to enhance now embracing technologies to drive In a post-pandemic world, there will
profitability and serve customers operational efficiencies, gain market share be more focus on lowering costs for
better. By leveraging our advanced and stay relevant to their customers. end-users, while providing greater
tools and platforms, our clients are able flexibility in homes, schools, and
Intelligent Automation (IA) is transforming
to achieve a low-cost operating businesses to address power usage, in
the utilities industry. Demand for
model, strengthen relationships line with the social distancing norms.
outsourcing the functions of customer
with their customers, and harness
Intelligent Automation (IA) in a
highly-regulated environment.
We cater to the following segments

Utilities
Government entities

Digitalisation
Our digital solutions spanning Analytics and AI,

Intelligent Automation (IA), Agent Productivity and
Customer Experience, are designed to meet the
business needs of our clients across Healthcare, BFSI
and CMT industries. We are further strengthening our
Digital Services Practice on the back of our platform-
based services (e.g. Digital Collections) with an
integrated IT, operations and infrastructure solution,
to drive better outcomes for clients.
Sympraxis, FirstCustomer Intelligence, MFocus, iLeverage and AnalyticsFirst
are some of our prominent offerings across our domains. We are witnessing
continued momentum across most of our digital platforms. A sound
understanding of the industries in which our clients operate, enables us
to build need-based digital solutions for them. This is what makes us a
preferred partner.

Our Performance
REVENUE OPERATING EBITDA
(` in Million) (` in Million)
FY20 40,986 FY20 6,289

FY19 38,263 FY19 5,355
FY18 35,352 FY18 4,589
FY17 35,556 FY17 4,380
FY16 32,173 FY16 3,901
CAGR
CAGR
5.0% 10.0%
OPERATING MARGIN PROFIT AFTER TAX

(` in Million) (` in Million)
FY20 4,437 FY20 3,397

FY19 4,610 FY19 3,778
FY18 3,930 FY18 3,265
FY17 3,790 FY17 2,800
FY16 3,292 FY16 2,605
CAGR
CAGR
6.2% 5.5%

REVENUE CONTRIBUTION BY REVENUE CONTRIBUTION BY

GEOGRAPHY INDUSTRY
(%) (%)
FY20 61.4 37.2 1.4 FY20 41.3 23.6 32.7 2.4

FY19 55.0 43.9 1.1 FY19 36.0 28.0 34.3 1.7
FY18 53.6 43.6 2.8 FY18 29.2 33.9 36.8 0.1
FY17 55.3 38.0 5.8 0.9 FY17 31.8 32.2 35.8 0.3
FY16 54.3 37.6 6.3 1.8 FY16 23.4 37.4 38.9 0.3
US UK BFSI Telecom & Media
India Rest of the World Healthcare Others
REVENUE CONTRIBUTION BY REVENUE/ EMPLOYEE

SEGMENT*
(%) (` in Million)
FY20 40.0 32.9 10.9 16.2 FY20 1.93

FY19 47.3 34.6 9.3 8.8 FY19 2.04
FY18 55.0 37.0 8.0 FY18 1.89
FY17 55.8 33.0 11.2 FY17 1.37
ustomer Management
C Healthcare FY16 1.35
Collections Mortgage
* Till FY2018, Mortgage was part of Customer Management segment
Annual
AnnualReport
Report2019-20
2019-20 | 11
Message from the Chairman
• Profit After Tax (PAT) fell 10.1% Y-o-Y to management team led by Vipul Khanna.
` 3,397 Million. This was primarily due We welcome Vipul and other senior
to key investments undertaken to drive leaders who joined us this year. We will
future growth and meet operating continue to make the requisite investments
challenges in the early part of the year. to further strengthen the team.
Driven by strong momentum in the With uncertainty looming large, we

Mortgage and Collections businesses, the chose not to provide full-year guidance
BFSI vertical recorded the fastest growth. for the current fiscal. As near-term
Healthcare reported mixed performance volatility is expected to continue across
with growth in the Provider segment most verticals, we hope the situation will
partially offset by weakness in the Payer stabilise in the second half. We believe the
segment. Telecommunications and Media business will gather momentum and grow
was impacted by the re-balancing in a strong over the medium-to-long term.
key client portfolio earlier during the year
I extend my heartfelt gratitude to 21,000+
as well as some execution challenges.
Firstsourcers for demonstrating their
However, we are witnessing signs of
unwavering commitment even during the
improvement in this vertical.
difficult times of the lockdown. We are
committed to providing them a nurturing
work environment that focuses on
enhancing their capabilities.
We thank all our stakeholders and seek

Dear Shareholders, their continued support in our journey.
In the wake of the ongoing crisis, I hope Our digital revenues Regards,
you and your family are taking good
care of your health and well-being. As
are scaling up well,
humanity as a whole grapples with these helping drive higher
unprecedented times, the pandemic
has had widespread ramifications on levels of customer Dr. Sanjiv Goenka
Chairman, RP-Sanjiv Goenka Group and
economies and businesses alike. In this
surrounding uncertainty, the only thing engagement and Firstsource Solutions Limited
that can be said with certainty is that the

post COVID era, will permanently change
margin expansion.
the way we live, work and socialise.
Notwithstanding the negative impact

of the pandemic on the economy and
businesses, especially during the fourth
quarter, we grew our FY20 revenues,
At Firstsource, ‘Digital First, Digital
making meaningful progress on our
Now’ philosophy is at the core of all our
strategic objectives. We adapted rapidly
endeavours. Our digital revenues are
to a distributed operating model to serve
scaling up well, helping drive higher levels
our clients’ needs while ensuring the
of customer engagement and margin
safety and well-being of our employees.
expansion. Our well-balanced industry
• Revenue from operations grew portfolio, geo-delivery mix, agile operating
7.1% Y-o-Y to ` 40,986 Million model and continued pivot on digital
will enable us to weather these difficult
• Operating Margin de-grew 3.8% Y-o-Y
times and emerge stronger under a new
to ` 4,437 Million

Message from the

Managing Director & CEO
Dear Shareholders, expertise to deliver frictionless operations.
To improve our agility and offer seamless services
I am delighted to be presenting Firstsource’s to our Healthcare clients, we are sharpening our
FY20 Annual Report – my first as Managing focus and making dedicated investments in both
Director & CEO. Provider and Payer businesses.
The COVID-19 pandemic has changed the world BANKING AND FINANCIAL SERVICES
dramatically in just a few months, with profound With Mortgage and Collections industries
implications for the world of business and our experiencing strong tailwinds, we are witnessing
societies. While the future remains uncertain, continued growth in existing areas and the
we are working zealously to protect the interests emergence of new opportunities in adjacent
of our stakeholders. Much like other businesses areas. Digital is a powerful growth enabler for
operating in the COVID-19 pandemic, our businesses in this sector. We launched our
organisational agility and adaptability have been pioneering platform-based service for ‘Post-
put to the test. Our people-centric approach Closing’ operations for a top mortgage lender
and distributed operating model have been – an anchor client. We also signed on one of
instrumental in building a resilient response, the world’s leading card issuers for our Digital
helping us successfully navigate the new reality. Collections offering. In the Retail and Commercial
I’m grateful to our more than 21,000 employees, banking arena, we are strategically partnering
who’ve collaborated to accomplish extraordinary with top UK-based banks, enabling them to
things amidst unprecedented conditions, so our rapidly adapt to changing consumer preferences.
clients can continue to provide critical services More recently, we have been playing a key role
with little or no disruption. I’m pleased with how in helping them formulate a robust response to
quickly we transitioned to remote operations COVID-19 related challenges.
while serving a majority of our client needs. LEADING WITH PURPOSE
COMMUNICATIONS, MEDIA AND TECHNOLOGY
We believe that businesses and consumers will We continue to perform well in the Firstsource is committed to building a
increasingly embrace remote working, even Communications and Media sector. As sustainable business that makes a tangible and
after lockdowns end. We are re-architecting Technology companies continue to make lasting impact on the communities we serve and
our business value chain to support distributed significant inroads across sectors, we are now operate in. As part of this commitment, we are
operations in the post-pandemic era – from targeting fast-growing technology businesses strengthening local community engagement
remote selling to remote hiring, training, as an added focus for us. We believe that our initiatives, stepping up our Diversity and
operations, information security and process existing capabilities in core business processes, Inclusion (D&I) actions, and staying focused on
transformation. We are ready to meet wide- customer interactions, and receivables our everyday environmental impact. We believe
ranging client requirements – be it at office, work- management will help us build a position of our business is well suited to ‘Impact Sourcing’
from-home or anything in between – leveraging talent from the economically challenged
strength in this sector.
sections of societies and regions, a win-win for
our distributed operating model.
‘DIGITAL FIRST, DIGITAL NOW’ APPROACH our business as we gain access to an ambitious
PATH TO GROWTH Our ‘Digital First, Digital Now’ approach is and steady talent pool.
Our revenues for FY20 were up 7.1% Y-o-Y at an designed to help businesses cater to changing
As a purpose-led organisation, our employees
operating margin of 10.8%, notwithstanding the consumer expectations by leveraging rapid
are energised by the difference they make in
revenue headwinds from portfolio rebalancing advancements in Cloud, Software as a Service
the lives of our clients and their customers, and
and rationalisation by our largest client. Our PAT (SaaS) and automation technologies. The
this has never been more evident than in recent
was down 10% Y-o-Y given the higher operations approach helps our clients build machine-
times. Over the last few months, several of our
costs at start of the year and strategic growth first ecosystems that supplement human
clients have expressed deep appreciation for
investments in the second half of the year. expertise and redefine performance. We are
our commitment to go above and beyond our
strengthening our Digital Services Practice
Strategically, we are well positioned to call of duty – both during normal times as well
to meet the automation, process design and
capitalise on growth opportunities across as periods of uncertainty such as the one we are
analytics needs of our clients across Healthcare,
Healthcare, Banking & Financial Services (BFSI), currently experiencing. I could not be prouder of
BFSI and CMT industries. The second pillar of our
Communications, Media and Technology (CMT) the team I lead.
Digital strategy is platform-based services (e.g.
sectors, leveraging our powerful combination Digital Collections), targeting discrete business I’d like to extend my heartfelt appreciation
of industry knowledge, human expertise and functions, with an integrated IT, operations and to Firstsource employees, clients, and Board
digital technologies. We are ratcheting up our infrastructure solution, to drive better outcomes for their commitment and passion to move
investments in sales, account management and for clients and higher margins for us. this company forward. While we have many
solution development capabilities across sectors unprecedented challenges to overcome and
to further consolidate our market position. Our ‘Digital First, Digital Now’ approach is as
much work to do, I’m confident that our well-
This includes our newly launched Digitally much about creating leading-edge digital
balanced industry portfolio combined with
Empowered Customer Centre (DECC) offering solutions for our clients as it is about instilling a
our agile operating model and our continued
that is designed to serve the interaction needs of digital-first mindset within the organisation. Our
focus on digital, will help us stay ahead in
the modern consumer. core functions of hiring, training and operations
management are increasingly being digitised. the new normal.
HEALTHCARE The goal is to make the best use of technology
Regards,
Both Provider and Payer markets are witnessing to optimise human interaction and harmonise
significant shifts driven by evolving patient the human-machine relationship in order to
expectations and increasing operational produce the greatest impact. We are working
complexity. The growing need for reducing towards creating digital citizens and champions
costs and improving Healthcare outcomes within Firstsource to spearhead the digital-first
continues to fuel the demand for our offerings approach across internal operations as well as Vipul Khanna
that integrate digital capabilities with human client processes. Managing Director & CEO

Board of Directors
DR. SANJIV GOENKA VIPUL KHANNA PRADIP KUMAR KHAITAN

CHAIRMAN MANAGING DIRECTOR & CEO
SHASHWAT GOENKA SUBRATA TALUKDAR GRACE KOSHIE
PRADIP ROY PRATIP CHAUDHURI SUNIL MITRA
CHARLES RICHARD
VERNON STAGG

Leadership Team
VIPUL KHANNA DINESH JAIN VENKAT RAMAN

MANAGING DIRECTOR & CEO PRESIDENT & CHIEF FINANCIAL OFFICER PRESIDENT - HEALTHCARE PROVIDER
VENKATGIRI VANDALI SIDDHARTH PARASHAR ANSHUL VERMA

PRESIDENT - HEALTHCARE PAYER CHIEF REVENUE OFFICER - CUSTOMER PRESIDENT – COMMUNICATIONS,
MANAGEMENT MEDIA & TECHNOLOGY (CMT)
ARJUN MITRA AUVESE PASHA SOMA PANDEY

PRESIDENT – COLLECTIONS CHIEF OPERATING OFFICER – MORTGAGE PRESIDENT & CHRO
SUNDARA SUKAVANAM RAJLAKSHMI RAGHAVAN

CHIEF DIGITAL OFFICER HEAD - MARKETING & CORPORATE
COMMUNICATIONS

Case Studies
Healthcare Provider
Our client, one of the largest integrated objective, resulting in the client, adopting avoid the cooperation cliff through
Healthcare systems in the US, was MFocus, our Eligibility Services solution. continued patient contact for follow up
facing increased risk of bad debts activities and delivery of ‘always-on’
MFocus is a multi-purpose solution that
as patients without financial means engagement through the mobile app.
provides integration technology and
posed a major challenge. The other As a result, this solution creates greater
automation, implementation services,
limitation was the increasingly complex transparency and accountability between
eligibility subject matter expertise and
financial environment which compelled parties, including Payers, agencies,
an efficient, real-time registration process
organisations to find new ways to be more medicines and Providers.
by automating the screening procedure.
effective stewards of limited financial
Besides providing details of commercial MFocus helped clients realise more
resources. The financial assistance system
insurance either missed or unknown by net revenues while enhancing their
is complex and often leads to creation of
the patient, it shows details of available cash position. For patients, it reduced
a cooperation cliff where it is difficult to
charity programmes and other local the share of self-pay and led to better
follow up with patients once their care
community assistance programmes. As a patient experience.
is complete and they leave the hospital.
qualifying pathway for medicare driven by
Avoiding which, is critical for Providers. An
Artificial Intelligence, it helps in verification
arduous process of evaluating the patient’s
of medicaid pending and completed
eligibility was a key hurdle to meet this
application steps. This helps hospitals
Payer
Founded in 2000, GHX is the world’s GHX’s tools automate all phases of Sympraxis, our proprietary workflow tool,
leading Healthcare trading partner the procure-to-pay and order-to- we re-imagined the cash to order process
network that securely connects those cash supply chain, enabling greater to help GHX deliver a best-in-class TAT to
who buy, sell and use products needed to workflow efficiencies in procurement, accelerate sales for suppliers and order
deliver patient care. GHX has developed contract management, order fulfilment for hospitals. Furthermore,
the industry’s most comprehensive and lifecycle management, as well as Firstsource helped streamline documents
reliable supply chain data and analytics, invoice and payments. GHX received from hospitals by converting
clinical evidence and technology platform them into EDI formats. To add to that,
To further help customers make informed
that address challenges unique to real-time, actionable insights and alerts
and timely, decisions, GHX set out to
Healthcare for more than 5,600 Healthcare were sent to GHX which helped increase
transform a bulk of its high-priority
Providers and 950 manufacturers and First Call Resolution (FCR) and Customer
Purchase Orders to Electronic Data
distributors in North America and Europe. Satisfaction score (CSAT) significantly.
Interchange (EDI) formats. Leveraging

Collections
A Fortune 500 company and one of the top enhanced customer experience. Our Going forward, we are expanding our
10 banks in the US commenced a project models incorporate customisation digital footprint with other Fortune 500
with us to develop a digital platform for post for our clients and transformational companies and top US banks. We are also
charge-off credit card Collections. Over business intelligence. embedding our digital solutions with the
four months, we built a fully-automated Spanish language to be able to service a
As a result, we have gained over 70%
and intuitive digital solution across the larger market share.
market share of Prime business and are
Collections life cycle. Firstsource’s First
the only vendor providing this service for
Party digital solution transforms traditional
First Party. This has generated an increase
debt collection practices by empowering
in our revenue per account and a reduction
today’s customer, reducing cost-to-
in cost-to-collect by nearly 80%.
collect for clients, increasing collection
rates and delivering a convenient and
Mortgage
Our client, one of the top 10 lender and and number of steps in the process. reduce costs and supported thousands of
servicer in the US with operations across Developing specialised, streamlined work loss mitigation file intake applications each
retail, wholesale and correspondent queues we enabled the client to outsource month to enable loan work-out scenarios
channels developed Intelligent specific components of their origination with the Borrower(s).
Automation (IA) capabilities for process. In addition, we helped them ramp
loan setup – reducing cycle times up originations at scale, increase capacity,
Customer Management
The key objectives of our client was to Firstsource provided them with end-to- remote training, coaching and feedback
keep customer support running during end remote solution – from recruitment, for continuous improvement. We guided
lockdown, recruit Agents from across the technology deployment and training to them to use Microsoft Teams for virtual
country and be more flexible in aligning scheduling, monitoring and management, meetings to communicate, collaborate,
shifts to variable call volumes. fully secure and compliant technology, raise flags and engage with team leads.

People at Firstsource
Our people are integral to our success. We constantly strive to provide a

conducive environment that empowers them to aspire, achieve and advance
as a cohesive unit while remaining aligned to the organisational objectives.
Our ‘PeopleFirst’ strategy puts people at the heart of everything we do and
focuses on bringing out the best in them.
opportunities to our leaders to prepare

them for future roles. The Firstsource
Academy builds technical, functional,
leadership and behavioural competencies
that help employees excel and meet high
performance standards.
Our vision is to promote an actively

inclusive environment that embraces,
respects and leverages the diversity of
our employees, customers, clients and
communities we operate in.
In line with our ‘Digital First, Digital Now’

philosophy, we digitalised our offerings to
help people contribute fully and maximise
their potential. We integrated technology
into our talent management approach
which spans the employee life-cycle
right from onboarding to performance
management, learning and development
to rewards and recognition, among others.
During the year, we focused on hiring the

right talent – digitally. We implemented
a Recruitment Management System
across all locations for end-to-end
services, including sourcing, recruiting,
onboarding, reporting and analytics onto
one digital platform.
We enhanced our talent integration

process during the year by designing We continued to adopt newer ways
a standardised onboarding process to deliver superior experience for our
for several employee workgroups. multi-generational and multi-cultural
This process was made virtual on the global workforce. Through our Talent
strength of leadership videos and Management process, we continue
meaningful employee testimonials. We to identify top talent and groom them
also implemented multi-faceted inspiring for succession readiness. iExcel, our
and informative functional overviews and leadership development programme
gamified employee engagement activities. aims at providing customised learning

In the wake of COVID-19 mitigation efforts such

as lockdowns and social distancing, we adopted
a two-phased approach to deliver uninterrupted
services to our global clients while keeping our
employees safe and healthy. In Phase 1, Firstsource’s
IT, Procurement and HR teams worked closely with
clients to deploy a distributed operating model
by rapidly mobilising necessary infrastructure and
connectivity. In Phase 2, we streamlined the model
further by identifying eight different workstreams,
each headed by a top executive, to meet 95% of
re-calibrated client demand through remote operations.

Corporate Social Responsibility (CSR)
At Firstsource, we work closely with communities to drive meaningful

change. Our CSR policy is guided by our Group’s vision to drive inclusive
growth. We have identified Healthcare, Education, Environment, Arts &
Culture, Sports and Gender Equality & Empowerment of women as
our focus areas.
Our employees also participate in social initiatives through volunteering,
payroll giving, fundraising events and partnering with NGOs. These activities
are conducted across all our locations.

Overview of social initiatives undertaken during FY20
HEALTHCARE
• Raised funds for creating awareness

around Cancer and overall Healthcare
• Participated in programmes aimed

at spreading awareness on mental
health, prevention of self-harm, yoga
and well-being
• Conducted cleanliness drives in

schools and slums and supported
localised Healthcare
EDUCATION
• Sponsored underprivileged children’s

school education and donated books
• Partnered with NGOs on education

drives, volunteering work, donating
school supplies and meals to
underprivileged students
SUPPORTING COMMUNITIES
ENVIRONMENT DURING THE PANDEMIC
• Focused on planting trees, protecting • Firstsourcers procured personal

animal habitats, participating in trail hygiene kits for 800+ school students
walks, clean up drives, fish-letting (hand sanitisers, antiseptic liquid,
campaigns, among others disinfectant, adhesive bandages,
soaps, toothpaste and brush, combs)
• Worked towards water and nature
worth ` 2.15 lakh
preservation by installing censor taps
to minimise wastage, treated water • Firstsourcers contributed ` 1.08 lakh
usage, rainwater harvesting, purchase towards the PM CARES Fund, aimed at
of renewable power, use of R-134 combating the coronavirus outbreak
refrigerant gas and restriction on use of
ozone depleting gases in HVAC System

Awards and Accolades
THE UK COMPLAINT HANDLING GLOBAL SOURCING ASSOCIATION UK

AWARDS, 2020 AWARDS, 2019
Won three awards, including two Gold in the ‘Best Won in two major categories jointly with our clients:
Complaint Handling’ and ‘Best Complaint Handling ‘Technology-enabled project’, alongside Now TV and
Team of the Year (Financial Services)’ categories and ‘Customer Experience Provider of the Year’, alongside giffgaff
a Silver in the same category
CCA EXCELLENCE AWARDS, CONTACT CENTRE NETWORK NORTHERN

2019 IRELAND (CCNNI) AWARDS, 2019
Firstsource Academy team in the UK geography was
Won the ‘Outsourced Contact Centre of the Year’ award with
a runner-up in the ‘Excellence in Skills, Learning and
one of our banking clients, making this our second win in a row
Development’ category

2019 GLOBAL INNOVATION UK CUSTOMER EXPERIENCE AWARD

CHALLENGE (CXA ’19)
Bagged second place for showcasing an Automated Won Gold in ‘Best Use of Customer Insight’ category
Auditor, built using proprietary Data Science & Analytics alongside NOW TV
platform, Sympraxis
INDIA INNOVATION AWARDS AT EMPLOYEE ENGAGEMENT

PERSPECTIVES, 2019 SUMMIT, 2020
Won in the category of ‘Creating an Impact: Business Skills Won in the category ‘Best Use of Technology
Award’ for developing and implementing best-in-class in HR’
integrated learning and talent programmes

Directors’ Report
Dear Members,
Directors of your Company take great pleasure in presenting the 19th Annual Report on the business and operations of your Company and
the Audited Financial Statements for the financial year ended March 31, 2020.
FINANCIAL RESULTS:
Pursuant to the notification dated February 16, 2015 issued by the Ministry of Corporate Affairs, the Company has adopted the Indian
Accounting Standards (“Ind AS”) notified under the Companies (Indian Accounting Standards) Rules, 2015 w.e.f. April 1, 2016. The
performance of the Company for the FY2019-20 is summarised below:
(` in Million)
Particulars Consolidated Standalone
FY2019-20 FY2018-19 FY2019-20 FY2018-19
Total Income 41,074.57 38,301.64 9,707.12 8,300.29
Profit Before Interest and Depreciation 6,377.31 5,393.54 2,982.53 2,487.37
Interest and Finance Charges (net) 583.21 290.00 156.77 15.45
Depreciation/ Amortization 1,852.00 744.35 705.84 243.19
Profit Before Tax 3,942.10 4,359.19 2,119.92 2,228.73
Share in net (loss) of associate 0.01 (0.01) - -
Profit from ordinary activities before tax and after share in net loss 3,942.11 4,359.18 2,119.92 2,228.73
Provision for Taxation (including Deferred Tax Charge/ Credit) 545.26 581.41 299.77 238.52
Net Profit After Tax 3,396.85 3,777.77 1,820.15 1,990.21
Profit attributable to:
Owners of the Company 3,396.86 3,777.86 1,820.15 1,990.21
Non-controlling Interest (0.01) (0.09) - -
Total 3,396.85 3,777.77 1,820.15 1,990.21
Balance in Profit & Loss Account 13,004.03 10,493.72 14,170.47 13,447.81
Closing Balance in Profit & Loss Account 12,076.46 13,004.03 11,886.49 14,170.47
Earning Per Share (`) – Basic 4.90 5.48 2.63 2.89
Earning Per Share (`) – Diluted 4.89 5.45 2.62 2.87
RESULT OF OPERATIONS: from 691,065,030 shares to 693,826,780 shares of ` 10/- each

aggregating to ` 6,938.27 Million as on March 31, 2020.
The consolidated total income increased from ` 38,301.64 Million
to ` 41,074.57 Million, an increase of 7.24% over the previous
GLOBAL OPERATION CENTERS:
financial year. The consolidated Net Profit After Tax decreased from
` 3,777.77 Million to ` 3,396.85 Million, a decrease of 10.08% over The Company, on a consolidated basis have 36 global operation
the previous financial year. The detailed analysis of the consolidated centers as on March 31, 2020. The centers are located across the
results form as part of the Management Discussion and Analysis US, the UK, India and the Philippines. 11 of the Company’s operation
Report provided separately as part of the Annual Report. centers are located in 7 cities in India, 17 in the US, 6 in the UK and
2 in the Philippines.
The standalone total income increased from ` 8,300.29 Million to
` 9,707.12 Million, an increase of 16.95% over the previous financial During the year, the Company incurred capital expenditure of
year. The standalone Profit After Tax decreased from ` 1,990.21 ` 903 Million mainly towards refurbishment and maintenance
Million to ` 1,820.15 Million, a decrease of 8.54% over the previous of operation centers, technology upgrade and setting up of new
financial year. operations centers.
INCREASE IN SHARE CAPITAL: QUALITY INITIATIVES:

During the year, your Company issued/ allotted 2,761,750 equity The Company follows global best practices for process excellence
shares of the face value of ` 10/- each on the exercise of stock and the quality framework is based on COPC principles. The
options under Firstsource Solutions Employee Stock Option Company uses innovative techniques like Speech & Text Analytics,
Scheme 2003 (ESOS 2003). Consequently, the outstanding, issued, Robotic Process Automation and Intelligent Action Board to drive
subscribed and paid up capital of the Company has increased improvements across. Also, as part of the Quality Management

System, the Company has embraced ISO 9001:2008. The Company PARTICULARS OF THE EMPLOYEES AND RELATED
continues to follow process improvement methodologies like Six DISCLOSURES:
Sigma, Lean and Kaizen.
Disclosures pertaining to remuneration and other details as
required under Section 197(12) of the Companies Act, 2013
AWARDS AND ACCOLADES:
(“Act”) read with Rule 5(1) of the Companies (Appointment and
The Company received the following awards and accolades Remuneration of Managerial Personnel) Rules, 2014 form part of
during the year: this Report and are annexed as Annexure I.
Awards: The statement containing particulars of employees as required
• ‘Best Complaint Handling’ and ‘Best Complaint Handling Team under Section197(12) of the Act read with Rules 5(2) and 5(3) of
of the Year – Financial Services’ at the UK Complaints Handling the Companies (Appointment and Remuneration of Managerial
(UKCH) Awards 2020; Personnel) Rules, 2014, is provided in a separate annexure forming
part of this Report. Further, the Report and the accounts are being
• ‘Technology-Enabled Project of the Year’ and ‘Customer
sent to the members excluding the aforesaid annexure. In terms of
Experience Provider of the Year’ at the Global Sourcing
Section 136 of the Act, the said annexure is open for inspection at
Association (GSA) UK Awards 2019;
the Registered Office of the Company. Any shareholder interested in
• Winner of ‘Best Use of Technology in HR’ at Employee obtaining a copy of the same may write to the Company Secretary.
Engagement Summit, Mumbai, India;
PUBLIC DEPOSITS:
• Gold Award for ‘Best Use of Customer Insight’ at the UK
Customer Experience Award (CXA ’19); During the year under review, your Company has not accepted any
deposits under Section 73 of the Act, and as such, no amount on
• ‘Outsourced Contact Centre of the Year’ recognition at the
account of principal or interest on public deposits was outstanding
Contact Centre Network Northern Ireland (CCNNI) Awards 2019;
as of March 31, 2020.
• Winner in ‘Creating an Impact: Business Skills’ category at the
India Innovation Awards at Perspectives 2019; PARTICULARS OF LOANS, INVESTMENTS, GUARANTEES
AND SECURITIES:
• ‘Best Outsourcing Partnership’ at the North East Contact
Centre Awards 2019. Particulars of loans given, investments made, guarantees given and
securities provided along with the purpose for which the loan or
CONSOLIDATED FINANCIAL STATEMENTS: guarantee or security is proposed to be utilized by the recipient are
provided in the notes to the standalone financial statements. (Please
In accordance with Section 129(3) of the Companies Act, 2013 and
refer to Note No. 6 & 29 to the standalone financial statements).
in view of notification issued by the Ministry of Corporate Affairs
on Ind-AS, the Company has prepared consolidated financial
CARE RATINGS:
statements of the Company and all its subsidiaries as per Ind-AS,
which forms part of this Annual Report. During the year under review, CARE has upgraded rating of the
Company as mentioned herein below:
DIVIDEND:
Long/ Short term Bank Facilities – CARE A+:Stable/CARE A1+
The Board approved and declared an interim dividend on February Fund/ Fund Based Facilities (Single A plus; Outlook:Stable/A
17, 2020 at the rate of 25% i.e. ` 2.50 per share of ` 10/- each. One plus)
Short Term Bank Facilities – Non Fund CARE A1+
The interim dividend for FY2019-20 (including dividend distribution Based Facilities (A One plus)
tax) aggregated to ` 2,091 Million.
CORPORATE SOCIAL RESPONSIBILITY INITIATIVES:
TRANSFER TO RESERVE:
The Company seeks to be a good corporate citizen in all aspects
The Board of Directors of the Company (hereinafter referred to
of its operations and activities. We commit to operating in an
as the “Board”) have not recommended transfer of any amount
economically, socially and environmentally responsible manner
of profit to reserves during the year under review other than as
whilst balancing the interests of diverse stakeholders. Our CSR Policy
mentioned above. Hence, the remaining amount of profit for
is governed and guided by our Group’s corporate vision to enable
the financial year under review has been carried forward to the
inclusive growth and our aspiration to be India’s leading business
Statement of Profit & Loss.
group serving multiple market segments, for our customers,
shareholders, employees and community. The Company seeks
HUMAN RESOURCES:
to undertake programmes in the areas of Healthcare, Education,
On a consolidated basis, the Company has 21,203 employees as of Environment, Arts & Culture, Promotion of Sports as well as support
March 31, 2020. initiatives towards Gender Equality and Empowerment of Women.

The Board constituted a Corporate Social Responsibility (CSR) spent time with them and donated day-to-day personal care
Committee, pursuant to Section 135 of the Act, consisting of items, groceries, utensils and bed sheets contributed by
Mr. Shashwat Goenka (Chairman), Mr. Rajesh Subramaniam (ceased their colleagues;
to be Managing Director & CEO w.e.f. August 1 2019), Mr. Vipul
• Firstsourcers in Gandhinagar visited ‘Pragati Foundation’ for
Khanna (appointed as Managing Director & CEO w.e.f. August 2,
2019), Mr. Subrata Talukdar and Mr. Pradip Roy (Independent intellectually disabled children and donated learning aids worth
Director) as its members. The CSR Committee meets at least once ` 0.01 Million;
in a year. During the year under review, the Committee met twice. • Bangalore office volunteered to support and spend time with
The details of CSR Committee and its meetings are given in Report the cancer patients at ‘Karunashraya’, a hospice trust which is a
on Corporate Governance forming part of the Annual Report. The joint venture of the Indian Cancer Society and Rotary Bangalore.
CSR Committee has framed and formulated a CSR Policy indicating Firstsourcers also donated tiffin boxes and food to the house
the activities to be undertaken by the Company, in accordance keeping staff as a token of appreciation for their service;
with Schedule VII of the Act and the Companies (Corporate Social
Responsibility Policy) Rules, 2014 issued under the Act. The same • Gandhinagar office witnessed volunteering at the ‘Rahelba
has also been approved by the Board. The CSR policy is available Vrudhashram- NirmadSeva Trust’ in support of the elderly.
on the website of the Company at the link https://www.firstsource. They also donated groceries, a washing machine and
com/wp-content/uploads/2020/06/CSR-Policy-2020-V1.pdf. other food items;
The Annual Report on CSR Activities, as stipulated under the Act • Trichy office visited ‘Kangaru Karunai Illam’ old age home and
and the SEBI (LODR) Regulations, 2015 forms an integral part of this donated groceries and other essentials worth ` 0.01 Million;
Report and is appended as Annexure II. The details of focus areas
• Vijaywada office visited ‘Amma’ old age home and donated
of engagement as mentioned in the CSR Policy of the Company are
groceries and other essentials worth ` 0.01 Million;
mentioned in the said Annual Report on CSR Activities.
• Bangalore office in partnership with ‘Cheshire Homes’, launched
The CSR activities, as per the provisions of the Act, may also be
a book donation and Employee Volunteering drive and donated
undertaken by the Company through a registered trust. Accordingly,
“RP - Sanjiv Goenka Group CSR Trust” (“CSR Trust”) was formed books, stationaries, school bags, water bottles and other
along with other Group Companies to pursue CSR activities as school supplies for 40 school going girls. Firstsourcers donated
mentioned in the CSR Policy of the Company. During the year, the a complete day’s meals for 150 Orphans in Bangalore;
Company has spent an amount of ` 40.52 Million, on CSR activities • Firstsourcers from Mumbai office in collaboration with ‘Oasis’,
as mentioned in the CSR Policy. Out of the said amount, majority an NGO working to prevent human trafficking and other forms
of the amount has been contributed by the Company towards the of violence against women and children, donated groceries and
corpus of the CSR Trust, which would be spent by the CSR Trust on other supplies to assist each person to flourish in the context
the focus areas as mentioned in the CSR Policy of the Company. of their community;
The CSR at the Company is a platform for giving back to the • Gandhinagar enjoyed a grand Raksha Bandhan, a festival
communities in which we live and work. The Company looks celebrating brother-sister relationships, by reaching out to the
to engage employees in focus areas where possible through
police officers and offering small tokens of appreciation;
programmes such as employee volunteering, payroll giving,
participating in fundraising events, partnering with NGO’s and • Bangalore office volunteered and donated books, sweaters,
response to disasters. football & crickets sets, plates, tiffin boxes, washing machines,
groceries, toiletries, stationary, board games, crafts &
India:
sweets to various NGOs like ‘The Baale Mane Trust’, ‘Brahmi
• In wake of the COVID-19 outbreak, Firstsourcers procured
Educational and Cultural Trust’, ‘Ashwini Charitable Trust’ &
personal hygiene kits for 200+ Govt. school students, including
‘Miracle Manna Ministry’. These non-profits work in the space
toiletries for the school (Hand sanitizer, Antiseptic liquid,
Disinfectant, Band-Aids, Soaps, Tooth paste & brush, comb) of child empowerment;
worth ` 0.22 Million; • Gandhinagar office donated laptops for computer labs and
• Daan Utsav celebrated in the first week of October, witnessed food to a nearby Govt. school ‘Ratanpur Primary School &
donation drives for food, stationary for children and other Aanganwadi’ that supports children;
household items to the tune of ` 0.73 Million. In addition, meals • Gandhinagar office donated groceries and Public Address
and tiffin boxes were distributed amongst all the housekeeping systems to the ‘Service Association for the Blind’;
staff and security guards across India offices;
• Firstsourcers in Bangalore sponsored education for 3rd and
• Firstsourcers sponsored a fundraising event (Kalpataru - A 4th standard children alongwith one day’s meals for all the
Musical) for ‘Light of Life Trust’ for ` 0.20 Million; beneficiaries at Rohi Foundation, an NGO working for the
• Firstsourcers donated ` 0.20 Million to ‘Foundation for better future of below poverty line families and their children.
Excellence’ assisting Scholarship opportunities for the Amount spent was ` 0.09 Million;
underprivileged;
• Firstsourcers helped setup an IVRS worth ` 0.28 Million, to
• Firstsourcers from the Bangalore office visited ‘Swanthana’, manage the influx of global calls for INALI Foundation- an NGO
an NGO that houses girls with multiple disabilities. The team working to provide affordable synthetic limbs.

Philippines: USA:
• Firstsourcers donated food items, bottled water and hygiene • Louisville office witnessed a blood donation drive where 16
kits for the evacuees from the Taal Volcano Eruption; units of blood were donated to the Red Cross;
• Cebu office employees participated in the annual blood • Fort Scott office raised funds for Breast Cancer Awareness
donation campaign on site in partnership with the ‘Philippine through a silent auction;
Red Cross Cebu Chapter’; • Firstsourcers in Amherst participated in donation for the ‘Global
• Visually impaired massage therapists were invited to offer their Fund for Women’ celebrating the cause of gender equality;
services to top performing employees in Cebu, Skyrise 1. • Fundraising drive helped donate USD 2100 to St. Jude Children’s
UK: Hospital, a leading hospital that specializes in childhood cancer
• ‘Firstsourcers at Derry office participated in Community and pediatric diseases;
Gardening. They went to a local nursery and completed • Firstsourcers at Louisville & Illinois donated USD 225 alongwith
some outside work; food to public food shelters- ‘Ms Carley’s Food Pantry’ &‘Dare
• Derry office celebrated ‘Hugs for Hope’ as an effort to to Care’. Some also volunteered at the pantry of the food bank;
inspire random acts of kindness and emotional support for • Firstsourcers raised USD 1595 for ‘Breast Cancer Awareness’;
individuals and families in treatment and recovery related to
• Amherst and Buffalo offices organized bike rides & walks
mental health issues;
in collaboration with ‘The Susan G. Komen Race’ and ‘Ride
• Firstsourcers celebrated the ‘World Penguin day’ on April 25, For Roswell’ to raise awareness for breast cancer. Over 100
2019, as a way of honoring the unique bird on the planet. They Firstsourcers participated in these events;
also raised awareness of this flightless bird whose existent is • Our leadership visited Long-Term Care Facility ‘Highlands
becoming a threat every day; Health & Rehab‘ to pass out Holiday Cards;
• Firstsourcers celebrated ‘Sober October’ as a fundraising • Louisville office donated coats, hats, gloves, socks, toiletries to
initiative that encourages people to give up alcohol for the the homeless and underprivileged in an attempt to help the less
month of October; fortunate stay clean and warm;
• Derry office witnessed participation in a ‘Sponsored Walk for • Louisville donated 770 lbs of food to NGO “Dare to Care”.
Cancer Care’ and a ‘Charity Football Match’;
Firstsource’s modes of CSR delivery also extends into
• Firstourcers celebrated ‘Bric a Brac Sale’ and ‘Easter Egg Raffle’; (i) “Employee Welfare” with interventions aimed at our own
• Firstsourcers celebrated ‘The World Suicide Prevention Day’ on employees’ engagement and retention; and (ii) “Payroll Giving”
September 10. With the “40 seconds of action” campaign being where employees volunteer to deduct a small part of their salary
every month, which accumulates and can then, be donated to a
launched by the WHO, Firstsourcers spread awareness of the
cause of their choice. Please find below update on the same:
scale of suicide around the world and the role that each of us
can play to help prevent it; • Firstsourcers contributed ` 0.11 Million towards PM CARES
Fund in India. This is an ongoing activity aimed at combating
• Belfast office celebrated ‘Lets Fight Cancer Day’;
the COVID-19 outbreak;
• Firstsourcers celebrated ‘Movember’ that involved the
• Firstsourcers across several centres in India contributed over
growing of moustaches during the month of November to raise
` 0.50 Million as part of payroll giving for Daan Utsav;
awareness of men’s health issues, such as prostate cancer,
testicular cancer, and men’s suicide; • As part of the ‘Give India’ Payroll Giving Program, Firstsourcers
contributed ` 1.48 Million towards various charities;
• Derry office raised funds for local children’s ward to support
children in foster care; • Firstsourcers in Manila donated PHP 0.02 Million through
payroll giving as part of Volcano evacuee aid to the DSWD
• Belfast office donated to the PIPS (Public Initiative for Prevention (Department of Social Welfare and Development) in Alabang;
of Suicide and Self-Harm) Charity;
• Cebu office conducted it’s annual ‘Dream in a Bag’ event wherein
• Firstsourcers celebrated Chirstmas through the spirit of giving. Firstsourcers donated a portion of their salaries to purchase
‘Kindship Care’ initiative encouraged giving out family hampers school supplies for students of Budlaan Integrated School, Cebu;
for the underprivileged;
• Firstsourcers in Louisville raised USD 700 through payroll giving
• Firstsourcers participated in ‘Dementia and Alzheimer’s which went into donating candy and money for children at the
Awareness Week’ in the third week of May 2019; ‘Norton’s Children Hospital’;
• Firstsourcers celebrated the ‘Armed Forces Day’ on June 25 to • Derry, Cardiff offices raised GBP 4,812.75 through payroll giving
pay special tribute to the men and women of the Armed Forces. to support Breast cancer patients and underprivileged children;

• Firstsourcers in Fort Scott and Rockford offices participated in who avail of the mechanism and also provides for direct access to
employee engagement initiatives such as pumpkin craft, trunk the Chairperson of the Audit Committee in exceptional cases. The
decoration, holiday dinner, veterans in the office, international WB Policy has been posted on the website of the Company and
men’s day and Halloween costume contest; the details of the same are provided in the ‘Report on Corporate
Governance’ forming part of this Annual Report.
• In an attempt to boost morale, the Laport office in the
USA, organised activities to promote teamwork and The WB Policy is available on the website of the Company at https://
knowledge sharing; www.firstsource.com/wp-content/uploads/2020/03/WHISTLE-
BLOWER-POLICY-2020-v5-2.pdf.
• Firstsourcers in UK celebrated Wellbeing week in April to
promote an overall awareness for the various aspects of
wellbeing of its employees, including social, physical, emotional,
PREVENTION OF SEXUAL HARRASSMENT POLICY:
financial, career, community and environment; The Company has a ‘Prevention of Sexual Harassment Policy’ in
• Derry office in UK had fun participating in an obstacle force in compliance with the requirements of Sexual Harassment
course named ‘Hard As Oak Challenge’. This was organised of Women at Workplace (Prevention, Prohibition and Redressal)
in collaboration with The Foyle Search and Rescue, an NGO Act, 2013. The objective of this Policy is to ensure a safe, secure
working to provide humanitarian aid; and congenial work environment where employees deliver their
best without any inhibition, threat or fear. The Company has
• Derry office in UK partnered with ‘Foyle Search and Rescue’ to Zero Tolerance to any form of harassment especially if it is sexual
organise a waterside half marathon for Firstsourcers. in nature. The complaints filed under the Policy are reported
to the Audit Committee at its quarterly meetings with details of
RISK MANAGEMENT: action taken thereon.
The Company has implemented a comprehensive and fully
integrated ‘Enterprise Risk Management’ framework in order to BOARD OF DIRECTORS:
anticipate, identify, measure, manage, mitigate, monitor and report During the year under review, the following are the changes in the
the principal risks and uncertainties that can impact its ability to Board of Directors:
achieve its strategic business objectives.
• Mr. Pradip Kumar Khaitan (DIN 00004821) retires by rotation
The Enterprise Risk Management drives a common integrated view and being eligible, has offered himself for re-appointment at
of risks and optimal risk mitigation responses. This integration is the ensuing Annual General Meeting (“AGM”).
enabled by alignment of Risk Management and Internal Audit
methodologies and processes in order to maximize enterprise • Appointment of Mr. Vipul Khanna (DIN 00889710) as a
value of the Company and ensure high value creation for our Managing Director & CEO of the Company w.e.f. August 2, 2019
stakeholders over a time. for a period of five (5) years, not liable to retire by rotation.
The details of the ‘Enterprise Risk Management’ framework • Mr. Rajesh Subramaniam (DIN 02617781) ceased to be the
with details of the principal risks and the plans to mitigate the Managing Director & CEO, on account of expiration of his term
same are given in the ‘Risk Management Report’ section of the on August 1, 2019 by efflux of time, The Board places on record
‘Management Discussion and Analysis Report’ which forms part of its appreciation towards valuable contribution made by him
this Annual Report. during his tenure as a Managing Director & CEO of the Company.
Further in view of SEBI (Listing Obligations and Disclosure • Mr. V. K. Sharma (DIN 02051084) ceased to be an Independent
Requirements) Regulations, 2015 (“Listing Regulations”), effective Director on account of completion of his term on November
April 1, 2019, the Board constituted a Risk Management Committee 13, 2019 by efflux of time. The Board places on record its
on February 4, 2019 to monitor & mitigate the Risk. appreciation towards valuable contribution made by him
during his tenure as a Director of the Company.
INTERNAL FINANCIAL CONTROLS: • Re-appointment of Ms. Grace Koshie (DIN 06765216) as an
The Company has in place adequate internal financial controls Independent Director on the Board of the Company for a term
with reference to financial statements. Such internal financial of three (3) consecutive years, subject to Member’s approval at
controls over financial reporting are operating effectively and the the 19th Annual General Meeting.
Statutory Auditor has also expressed their opinion on the same in
All the Independent Directors of the Company have given
the Annexures to the Auditors Report.
declarations that they meet the criteria of independence as laid
down under Section 149(6) of the Act.
WHISTLE BLOWER POLICY:
Board and Audit Committee Meetings:
The Company has a Whistle Blower Policy (the “WB Policy”) with a
During the FY2019-20, the following four (4) Board Meetings and
view to provide vigil mechanism to Directors, Employees and other
Audit Committee Meetings were held:
Stakeholders to disclose instances of wrongdoing in the workplace
and report instances of unethical behavior, actual or suspected • May 6, 2019
fraud or violation of the Company’s code of conduct or ethics • August 2, 2019
policy. The WB Policy also states that this mechanism provides for • November 6, 2019
adequate safeguards against victimization of Director(s)/ Employees • February 4, 2020.

Time gap between any two meetings was not more than one meetings, constructive participation in the discussion on the
hundred twenty (120) days. Agenda items, monitoring cash flow, profitability, income &
expenses, productivity & other financial indicators, so as to
The full details of the said meetings are given in the ‘Report on
ensure that the Company achieves its planned results, effective
Corporate Governance’ forming part of this Annual Report.
discharge of the functions and roles of the Board, etc.
The Familiarisation Programmes for Independent Directors:
The performance of the Committees is evaluated by the
The Company has put in place a system to familiarise its
members of the respective Committees on the basis of
Independent Directors with the Company, their roles, rights &
the Committee effectively performing the responsibility as
responsibilities in the Company, nature of the industry in which
outlined in its Charter, Committee meetings held at appropriate
the Company operates, business model of the Company, etc.
frequency, length of the meetings being appropriate, open
The details of such familiarisation programmes are put up on the
communication & constructive participation of members and
website of the Company at the below link: https://www.firstsource.
prompt decision-making, etc.
com/wp-content/uploads/2020/06/Policy-on-familiarisation-of-
Independent-Directors.pdf.
POLICY ON DIRECTORS’ APPOINTMENT AND
REMUNERATION:
BOARD EVALUATION:
The criteria for Directors’ appointment and for determining
(i) Performance Evaluation of the Independent Directors and
qualification, positive attributes and independence of a Director as
Other Individual Directors:
mentioned in the ‘Policy for Appointment of Directors and Senior
The Company has framed a policy for Appointment of
Management and Evaluation of Directors’ Performance’ in terms of
Directors and Senior Management and Evaluation of Directors’
Section 178(3) of the Act is mentioned below:
Performance (“Board Evaluation Policy”). The said policy sets out
criteria for performance evaluation of Independent Directors, Appointment criteria and qualifications:
other Non-Executive Directors and the Executive Directors. • The Nomination & Remuneration Committee shall identify
and ascertain the integrity, qualifications, expertise and
Pursuant to the provisions of the Act and the Securities and
experience of the person for appointment as Director, Key
Exchange Board of India (Listing Obligations and Disclosure
Managerial Personnel (“KMP”) or at Senior Management level
Requirements) Regulations, 2015 (“Listing Regulations”),
and recommend the same to the Board for appointment, if
the Board carries out the performance evaluation of all the
found suitable;
Directors (including Independent Directors) on the basis
of recommendation of the Nomination & Remuneration • A person should possess adequate qualifications, expertise
Committee and the criteria mentioned in the Board Evaluation and experience for the position he/ she is considered for
Policy. The Board decided that the performance evaluation appointment. The Committee has discretion to decide whether
of Directors should be done by the entire Board of Directors qualifications, expertise and experience possessed by a person
excluding the Director being evaluated and unanimously are sufficient/ satisfactory for the concerned position; and
agreed on the following assessment criteria for evaluation of
• The Company shall not appoint or continue the employment
Directors’ performance:
of any person as Managing Director/ Whole-Time Director who
• Attendance and active participation in the Meetings; has attained the age of seventy years, provided that the term
of the person holding this position may be extended beyond
• Bringing one’s own experience to bear on the items
the age of seventy years with the approval of shareholders by
for discussion;
passing a special resolution based on the explanatory statement
• Governance covering Awareness and Observance; and annexed to the notice or such motion indicating the justification
for extension of appointment beyond seventy years.
• Value addition to the business aspects of the Company.
Meeting of Independent Directors:
(ii) Performance Evaluation of Executive Director:
There should be atleast one meeting of Independent Directors in
The performance of the Managing Director & CEO is evaluated
a year, without the attendance of non-independent Directors and
on the basis of achievement of performance targets/ criteria
members of the Management.
given to him by the Board from time to time.
The Independent Directors in the meeting:
(iii) Performance Evaluation by the Board of its own performance
and its Committees: • Review the performance of non-independent Directors
The performance of the Board is evaluated by the Board in the including Managing Director & CEO and the Board as a whole;
overall context of understanding by the Board of the Company’s
• Review the performance of the Chairperson of the Company,
principle and values, philosophy and mission statement,
taking into account the views of Executive Directors and Non-
strategic and business plans and demonstrating this through
Executive Directors; and
its action on important matters, the effectiveness of the Board
and the respective Committees in providing guidance to the • Assess the quality, quantity and timeliness of the flow of
Management of the Company and keeping them informed, open information between the Company’s Management and the
communication, the constructive participation of members Board that is necessary for the Board to effectively and
and prompt decision making, level of attendance in the Board reasonably perform its duties.

REMUNERATION POLICY: RELATED PARTY TRANSACTIONS:

The Board, on the recommendation of the Nomination & All the contracts/ arrangements/ transactions that were entered
Remuneration Committee framed a Remuneration Policy for into by the Company during the financial year with related parties
Non-Executive Directors (including Independent Directors) and were on an arm’s length basis and in the ordinary course of
a Remuneration Policy for Key Managerial Personnel and other business. During the year, the Company had not entered into any
Employees of the Company. The details of Remuneration Policy for contract/ arrangement/ transaction with related parties which
Non-Executive Directors and Independent Directors are provided could be considered material, requiring approval of the Board/
as Annexure IIIA and details of Remuneration Policy for Key shareholders, in accordance with the policy of the Company on
Managerial Personnel and Other employees of the Company are materiality of related party transactions. Prior omnibus approval
provided as Annexure IIIB to this Report. is obtained for related party transactions which are of repetitive
nature and entered in the ordinary course of business and at arm’s
COMMITTEES OF THE BOARD: length. All Related Party Transactions are placed before the Audit
Committee for approval.
A detailed note on the Board and its Committees is provided in
the ‘Report on Corporate Governance’ forming part of this Annual The policy on Related Party Transactions as approved by the Board
Report. The composition of the major Committee/(s) is as follows: is available on the website of the Company at the below link:
https://www.firstsource.com/wp-content/uploads/2020/06/FSL-
Audit Committee: Related-Party-Transactions-Policy.pdf.
As on March 31, 2020, the Audit Committee comprised of three
Details of Related Party Transactions are given at Note No. 25 to
(3) Independent Directors viz. Ms. Grace Koshie (Chairperson),
the Standalone Financial Statements. None of the Directors of the
Mr. Pradip Roy, Mr. Sunil Mitra and one (1) Non – Independent
Company has any pecuniary relationships or transactions vis-à-
Director, Mr. Subrata Talukdar.
vis the Company.
Nomination & Remuneration Committee:
As on March 31, 2020, the Nomination & Remuneration Committee EMPLOYEES STOCK OPTION SCHEME:
comprised of two (2) Independent Directors viz. Mr. Pradip Roy The Company grants share-based benefits to eligible employees
(Chairman), Mr. Pratip Chaudhuri and one (1) Non-Independent with a view to attracting and retaining the best talent, encouraging
Director, Mr. Subrata Talukdar. employees to align individual performances with Company
Corporate Social Responsibility Committee: objectives, and promoting increased participation by them. With a
As on March 31, 2020, Corporate Social Responsibility Committee view to provide an opportunity to the employees of the Company
comprised of four (4) members viz Mr. Shashwat Goenka to share the growth of the Company and to create long term wealth,
(Chairman), Mr. Vipul Khanna (appointed as a member w.e.f. August the Company has an Employee Stock Option Scheme (ESOS), viz.,
2, 2019), Mr. Subrata Talukdar and one (1) Independent Director, the Firstsource Solutions Employee Stock Option Scheme, 2003
Mr. Pradip Roy. (ESOS 2003). The Scheme is applicable to all eligible employees
and Directors of the Company and its Subsidiary Companies. The
Stakeholders Relationship Committee: Scheme is in compliance with Securities and Exchange Board of India
As on March 31, 2020, Stakeholders Relationship Committee (Share Based Employee Benefits) Regulations, 2014, as amended.
comprised of three (3) members viz. Mr. Subrata Talukdar
FIRSTSOURCE SOLUTIONS LIMITED EMPLOYEE STOCK OPTION
(Chairman), Mr. Vipul Khanna (appointed as a member w.e.f. August
PLAN 2019 (“ESOP 2019 PLAN”):
2, 2019) and one (1) Independent Director, Mr. Pradip Roy.
The Company has established the ESOP 2019 Plan, pursuant
Investment Committee: to approval of shareholders at the Annual General Meeting
As on March 31, 2020, Investment Committee comprised of three on August 2, 2019, to allow our employees to acquire greater
(3) members viz. Mr. Shashwat Goenka (Chairman), Mr. Vipul proprietary stake in our success and growth, and to encourage our
Khanna (appointed as a member w.e.f. August 2, 2019) and one (1) employees to continue their association with us. The ESOP 2019
Non-Independent Director, Mr. Subrata Talukdar. Plan is in compliance with Securities and Exchange Board of India
(Share Based Employee Benefits) Regulations, 2014 (SEBI (SBEB)
Strategy Committee: Regulations), as amended.
As on March 31, 2020, Strategy Committee comprised of three (3)
members viz. Mr. Shashwat Goenka (Chairman), Mr. Vipul Khanna As per the ESOP 2019 Plan, the Nomination & Remuneration
(appointed as a member w.e.f. August 2, 2019) and one (1) Non- Committee will issue stock options to the identified eligible
Independent Director, Mr. Subrata Talukdar. employees/ director(s) of the Company and its Subsidiaries at
an exercise price which will be the face value of the Shares or
Risk Management Committee: any higher price which may be decided by the Nomination &
As on March 31, 2020, Risk Management Committee comprised of Remuneration Committee considering the prevailing market
five (5) members viz. Mr. Shashwat Goenka (Chairman), Mr. Vipul conditions and the norms as prescribed by SEBI and other relevant
Khanna (appointed as a member w.e.f. August 2, 2019), one (1) regulatory authorities. Further the stock options under the said
Independent Director, Ms. Grace Koshie, Mr. Dinesh Jain and plan would vest & be exercisable in tranches as determined by the
Mr. Arun Tyagi, Officials of the Company. Nomination & Remuneration Committee basis the power given

to the Nomination & Remuneration Committee in line with the period up to ten years as per the ESOP 2019 Plan and as determined
ESOP 2019 Plan. by the Nomination & Remuneration Committee.
LONG TERM INCENTIVE STRUCTURE GRANTS UNDER ESOP 2019 Under the ESOP 2019 Plan, as on March 31, 2020, the Nomination
PLAN: & Remuneration Committee has approved grant of 10,784,204
In continuation of the Company’s philosophy of aligning employee options which are a mix of tenure based and performance based
interests with shareholder value creation and in line with global structure options to its senior leadership team and employees.
practices, the Nomination & Remuneration Committee of the
FIRSTSOURCE EMPLOYEE BENEFIT TRUST UNDER ESOP 2019 PLAN:
Board of Directors has approved the Long Term Incentive Structure The ESOP 2019 Plan shall be implemented through the Trust which
(“LTI”) in the form of ESOP grants which will be granted to identified will be administered under the guidance, advice and direction of
eligible employees as per ESOP 2019 Plan. This unique plan is a the Nomination & Remuneration Committee in accordance with the
combination of tenure and performance based ESOPs aligned to provisions of the Companies Act, 2013 and SEBI (SBEB) Regulations.
shareholder value creation which will deepen employee ownership
in the Company. The Board of Directors has facilitated setting up of Employee
welfare trust, viz “Firstsource Employee Benefit Trust” (“ESOP
A) Tenure based Structure (ESOP Structure): trust”) to implement the ESOP 2019 Plan which has been formed
Options in this structure will be granted to identified eligible by the Company. The Company shall provide financial assistance
employees, basis the below criteria: to the Trust for secondary acquisition of equity shares of the
1. Drives ownership of employees in Company’s fortunes for Company for the purpose of implementation of ESOP 2019 Plan.
better engagement and retention; The terms and conditions for the financial assistance provided
shall be in compliance with the Companies Act, 2013 read with
2. Seen as part of the total compensation package, in line with Companies (Share Capital and Debenture) Rules, 2014 and SEBI
competition/ market practice; (SBEB) Regulations.
3. Quantum of grants is based on the performance and During the year ended March 31, 2020, the Trust has purchased
potential of the individual employee. 3,156,000 equity shares through secondary acquisition.
Vesting Schedule in the given structure is: GRANTS TO THE MANAGING DIRECTOR & CEO (MD & CEO) UNDER
Period within which options will vest unto the % of options that will vest ESOP 2019 PLAN:
participant In view of the Shareholder’s approval via postal ballot on January 11,
End of 12 months from the date of grant of 25% 2020 through a special resolution wherein it was approved that the
options MD & CEO shall be entitled to participate in the equity based Long
At the end of every quarter after year 1, till 6.25% Term Incentive Structure under ESOP 2019 Plan of the Company.
end of year 4 from date of grant
Accordingly, the Nomination & Remuneration Committee of Board
B) Performance based Structure (PSU Structure): of Directors of the Company on February 28, 2020 has approved
Option in this structure is granted to identified eligible the grant of 10,066,204 options under ESOP Plan 2019 at the face
employees – Functional and Business heads, basis the value of ` 10/- of the shares to Mr. Vipul Khanna, MD & CEO which
below criteria: are a mix of tenure based and performance based structures. The
brief details of these grants are mentioned herein below:
1. Attainment of options can range between 0% and 150% of
tranche eligible for vesting for the respective performance A. Grants under Tenure Based Structure :
measurement period. Each tranche is separate. No. of Stock Options Vesting Date Vesting Conditions
Performance and vesting in one performance period 1,186,624 October 1, 2021 Continued employment
has no bearing on performance and vesting in another
719,966 October 1, 2023 Continued employment
performance period;
B. Grants under Performance Based Structure:
2. Subject to terms and conditions of the scheme, the
performance-based component of the grant is measured No. of Stock Options Vesting Date Vesting Conditions
basis the Performance targets as agreed annually by 8,159,614 October 1, 2023 Achievement of Profits
the Management. Before Tax **
Vesting Schedule in the given structure is: ** Performance period may be further defined in consultation with
Period within which options will vest unto the % of options that will vest the Nomination & Remuneration Committee
participant
GRANT OF OPTIONS EXCEEDING 1% OF ISSUED CAPITAL TO
End of 12 months from the date of grant of 25%
MANAGING DIRECTOR & CEO (MD & CEO) UNDER ESOP 2019
options
At the end of every year after year 1, till end 25%
PLAN:
of year 4 from date of grant The Nomination & Remuneration Committee of Board of Directors
of the Company on February 28, 2020 has granted 10,066,204
Under both the above structures grants will be issued at face value options (as per the table above) to MD & CEO under ESOP 2019 Plan
of the shares or any higher price which may be decided by the which are in excess of 1% of the issued capital (excluding outstanding
Nomination & Remuneration Committee and will have an exercise warrants and conversions) as on that date, subject to the approval

of shareholders. These options are to be exercised by the MD & now directly holds 85% in FG USA and rest 15% through its
CEO within a period of one (1) year from the date of vesting. wholly owned subsidiary Firstsource Solutions UK Limited.
Overall holding of the Company remains unchanged.
SUBSIDIARY COMPANIES:
The Company has no other joint venture Company. No company
As on March 31, 2020, your Company has 14 subsidiaries and 1 has ceased to be a joint venture or associate during the FY2019-20.
Associate Company:
Report on the Performance and Financial Position of Subsidiaries:
Domestic Subsidiary: (1) A report on the performance and financial position of each of
1. Firstsource Process Management Services Limited (Formerly the subsidiaries as per the Act, in the prescribed format AOC – 1
known as Anunta Tech Infrastructure Services Limited) [Wholly is annexed to the consolidated financial statement and hence not
Owned Subsidiary (“WOS”) of the Company] repeated here for the sake of brevity. The Company has a policy on
material subsidiaries pursuant to Regulation 16(1)(c)of the Listing
International Subsidiaries: (13)
Regulations. The same is available on the website of the Company
2. Firstsource Solutions UK Limited, UK (WOS of the Company)
viz:https://www.firstsource.com/wp-content/uploads/2020/06/
3. Firstsource Solutions S.A., Argentina (Subsidiary of Firstsource FSL-Material-Subsidiary-Policy.pdf.
Solutions UK Limited)
MANAGEMENT DISCUSSION AND ANALYSIS REPORT:
4. Firstsource BPO Ireland Limited (WOS of Firstsource
Solutions UK Limited) Management Discussion and Analysis Report for the year as
stipulated under Regulation 34(3) of the Listing Regulations is
5. Firstsource Group USA, Inc., USA (Subsidiary of the Company)
separately given and forms part of this Annual Report.
6. Firstsource Business Process Services, LLC, USA (WOS of
Firstsource Group USA, Inc) BUSINESS RESPONSIBILITY REPORT:
7. Firstsource Advantage, LLC, USA (WOS of Firstsource Business Business Responsibility Report for the year as stipulated under
Process Services, LLC) Regulation 34(3) of the Listing Regulations is separately given and
forms part of this Annual Report.
8. One Advantage, LLC, USA (WOS of Firstsource Business
Process Services, LLC)
REPORT ON CORPORATE GOVERNANCE:
9. MedAssist Holding, LLC, USA (WOS of Firstsource Group USA, Inc)
The adherence to the corporate governance practices by the
10. Firstsource Solutions USA, LLC, USA (WOS of Company not only justifies the legal obedience of the laws but
MedAssist Holding, LLC) dwells deeper conforming to the ethical leadership and stability.
It is the sense of good governance that our leaders portray, which
11. Firstsource Transaction Services, LLC, USA (WOS of Firstsource
trickles down to the wider Management and is further maintained
Solutions USA, LLC)
across the entire functioning of the Company.
12. Sourcepoint, Inc. (Formerly Known as ISGN Solutions Inc.) (WOS
The Company is committed to maintain the highest standards of
of Firstsource Group USA, Inc)
corporate governance and adheres to the corporate governance
13. Sourcepoint Fulfillment Services, Inc. (Formerly Known as ISGN requirements set out by SEBI.
Fulfillment Services, Inc. (WOS of Sourcepoint, Inc.)
The report on Corporate Governance as stipulated under provisions
14. Firstsource Dialog Solutions (Private) Limited (Subsidiary of Chapter IV & Schedule V of the Listing Regulations is separately
of the Company) given and forms part of this Annual Report. The requisite certificate
from a Practicing Company Secretary confirming compliance of the
Associate Company: (1)
conditions of corporate governance is attached to the Report on
1. Nanobi Data and Analytics Private Limited
Corporate Governance.
Note:
1. During the year under review, ISGN Fulfillment Agency, LLC, EXTRACT OF ANNUAL RETURN:
wholly owned subsidiary of Sourcepoint Fulfillment Services,
The details forming part of the extract of the Annual Return in
Inc., got wound up and dissolved w.e.f. June 24, 2019.
Form MGT- 9 is annexed herewith as Annexure IV and the same
2. During the year under review, the Company transferred its is available on the Company’s website at https://www.firstsource.
entire investment/ ownership in Firstsource BPO Ireland com/investor-relations/.
Limited, wholly owned subsidiary of the Company, to Firstsource
Solutions UK Limited (FS UK), wholly owned subsidiary of STATUTORY DISCLOURES OF PARTICULARS:
the Company and consequent to transfer of investment/
A) Conservation of Energy:
ownership, Firstsource BPO Ireland Limited will be the wholly
The Company continues to make progress towards energy
owned step-down subsidiary of the Company.
conservation across all its operation centers by adopting
3. During the year under review, the Company restructured its efficient Air-conditioning management system, usage of Energy
global holding structure of Firstsource Group USA, Inc. (FG efficient LED and efficient power back-up system . The Company
USA), wholly owned subsidiary of the Company, the Company is continuously monitoring earlier initiatives of reducing energy

consumption within data center/(s) and across its’ operation ANNUAL SECRETARIAL COMPLIANCE REPORT:
centers. The Company, similar to its previous year’s initiatives
SEBI vide its Circular No. CIR/CFD/CMD1/27/2019 dated February 8,
of GREEN IT, continued to replace the normal Desktops and
2019 read with Regulation 24(A) of the Listing Regulations, directed
old Thin clients with Mini Desktops/ Zero thin-clients in US
listed entities to conduct Annual Secretarial Compliance Audit from
Geography as the power consumption of mini desktop & Zero
a Practicing Company Secretary of all applicable SEBI Regulations
thin-clients was 2.5 times less than the power consumed by
and circulars/ guidelines issued thereunder. The said Secretarial
normal desktops and nearly 5 times less during standby mode.
Compliance report is in addition to the Secretarial Audit Report by
Scripts have been deployed where possible to shut down the
Practicing Company Secretaries under Form MR – 3 and is required
Desktops/ Thin clients which are not being used for more than
to be submitted to Stock Exchanges within 60 days of the end of the
1 hour which helps conserve energy.
financial year or as per the extended timelines by the Government
B) Absorption of Technology: from time to time. The Company has engaged the services of Rathi
The Company has been adopting Digital Technologies which can & Associates (CP No. 3030), Practicing Company Secretary for
benefit its businesses to improve user experience, operational providing this certification.
efficiency in a cost effective manner. During the course of
the year, the Company has adopted multi-cloud and hybrid- STATUTORY AUDITORS AND AUDITORS’ REPORT:
cloud platforms (combination of many cloud platforms). These
M/s. Deloitte Haskins & Sells LLP, Chartered Accountants, bearing
include migrations of various enterprise grade applications,
Registration Number: 117366W/W-100018, were appointed as the
server workload and telephony infrastructure to multi-cloud
Statutory Auditors of the Company by the members at their 16th
platforms across geographies and businesses. The Company
Annual General Meeting (AGM) for a term of consecutive five (5)
has also invested significantly in a cloud based Next Generation
years i.e. till the conclusion of 21st AGM.
Cyber-Security solution, covering the entire horizon of
Endpoints, Servers and Network security, integrated with The Notes on financial statements referred to in the Auditors’ Report
Cisco Threat Response and Threat intelligence. The security are self-explanatory and do not call for any further comments. The
solution provides complete protection to endpoints, servers in Auditors’ Report does not contain any qualification, reservation or
data center and also Company’s cloud platform. The Company adverse remark.
also developed Chat-Bot solutions as an integral part of its
applications, which enhanced user experience of its clients and GENERAL:
business users.
Your Directors state that no disclosure or reporting is required in
C) Foreign Exchange Earnings and Outgo Activities relating to respect of the following matters as there were no transactions on
exports, initiatives taken to increase exports, development of these matters during the FY2019-20:
new export markets for services and export plans:
• Issue of equity shares with differential rights as to dividend,
The Company’s income is diversified across a range of
voting or otherwise;
geographies and industries. During the year, 81.96% of the
Company’s standalone total revenues were derived from • Issue of shares to employees of the Company under any scheme
exports. The Company provides BPO services mostly to clients save and except Employees Stock Option Schemes as referred
in North America, UK and Asia Pacific region. The Company to in this Report;
has established direct marketing network around the world to
• No significant or material orders were passed by the Regulators
boost its exports.
or Courts or Tribunals which impact the going concern status
and the Company’s operations in future.
FOREIGN EXCHANGE EARNED AND USED:
Further, your Directors would like to mention that the Managing
The Company’s Foreign Exchange Earnings and Outgo during the
Director & CEO received USD 118.37 Million as remuneration
year were as under:
during the year from Firstsource Group USA Inc. subsidiary
(Standalone figures in ` Million) of the Company.
Particulars FY2020 FY2019 The disclosure pursuant to Securities and Exchange Board of India
Foreign Exchange Earnings 7,703.35 6,483.44 (Share Based Employee Benefits) Regulations, 2014 read with
Foreign Exchange Outgo (including 69.54 186.49
Circular No. CIB/CFD/Policy/CELL/2, 2015 dated June 16, 2015, will
capital goods and imports) be placed on the website of the Company.
DIRECTORS’ RESPONSIBILITY STATEMENT:

SECRETARIAL AUDIT:
Pursuant to the requirement under Section 134(3) (c) and 134(5)
Pursuant to the provisions of Section 204 of the Act read with
of the Companies Act, 2013, Directors of your Company state
the Companies (Appointment and Remuneration of Managerial
and confirm that:
Personnel) Rules, 2014, the Company obtained Secretarial Audit
Report from Rathi & Associates, Company Secretaries in Practice 1. In the preparation of the annual accounts for the FY2019-20,
for the FY2019-20. The Secretarial Audit Report is annexed to this the applicable Ind-AS accounting standards have been followed
Report as Annexure V. and there are no material departures from the same;

2. The Directors had selected such accounting policies and applied ACKNOWLEDGEMENTS:
them consistently and made judgments and estimates that are
The Board wishes to place on record its sincere appreciation for the
reasonable and prudent so as to give a true and fair view of the
support and co-operation extended by all the customers, vendors,
state of affairs of the Company as at March 31, 2020 and of the
bankers and business associates. The Board also expresses its
profit of the Company for year ended on that date;
gratitude to the Ministry of Telecommunications, Collector of
3. The Directors had taken proper and sufficient care for the Customs and Excise, Director of Special Economic Zone, Ministry
maintenance of adequate accounting records in accordance of Labour, Ministry of Corporate Affairs and various Governmental
with the provisions of the Act for safe-guarding the assets of departments and organisations for their help and cooperation.
the Company and for preventing and detecting fraud and other
Further, the Board places on record its appreciation to all the
irregularities;
employees for their dedicated service. The Board appreciates and
4. The Directors had prepared the annual accounts on a values the contributions made by every member across the world
going concern basis; and is confident that with their continued support, the Company
will achieve its objectives and emerge stronger in the coming years.
5. The Directors had laid down internal financial controls to be
followed by the Company and that such internal financial
controls are adequate and were operating effectively; and For and on behalf of the Board of Directors
6. The Directors had devised proper systems to ensure compliance
with the provisions of all applicable laws and that such systems
were adequate and operating effectively. Dr. Sanjiv Goenka
Chairman
Mumbai
May 26, 2020

Annexure I to the Directors’ Report
Information required under Section 197 of the Companies Act, @ Mr. Pratip Chaudhuri and Mr. Sunil Mitra were appointed as
2013 read with Rule 5(1) of the Companies (Appointment and Non-Executive, Independent Directors w.e.f. April 1, 2019.
Remuneration of Managerial Personnel) Rules, 2014
# Mr. Charles Richard Vernon Stagg was appointed as Non-
(i) The Ratio of the remuneration of each Director to the median
Executive, Independent Director w.e.f. May 6, 2019.
remuneration of the employees of the Company for the
FY2019-20 and ^ The five (5) year term of Mr. V. K. Sharma as an Independent
(ii) The percentage increase in remuneration of each Director expired on November 13, 2019 by efflux of time.
Director, Managing Director & CEO, Chief Financial
Officer and Company Secretary of the Company in the (iii) The percentage increase in the median remuneration of
FY2019-20. employees in the FY2019-20
Name & Designation Remuneration/ % increase/ Ratio of
Median remuneration of employees during the FY2019-20 was
Sitting Fees of decrease in remuneration ` 267,468 compared to ` 251,496 of the previous financial year.
each Director remuneration in of each
& KMP for the FY2019-20 Director The payment of managerial remuneration was as per the
FY2019-20 (`) to median remuneration approved by the Shareholders of the Company
remuneration and within the limit specified under the Companies Act, 2013.
of employees
A. Directors (iv) The number of permanent employees on the rolls of Company
Mr. Vipul Khanna, MD & CEO*+ 10,411,811 NA 38.93 As on March 31, 2020, there were 11,385 permanent employees
Mr. Rajesh Subramaniam, MD 84,204,428 NA 314.82 on the rolls of Company on standalone basis.
& CEO*+
Dr. Sanjiv Goenka, Chairman, 300,000 - 1.12 (v) The explanation on the relationship between average increase
NI-NED in remuneration and Company performance
Mr. Charles Richard Vernon 150,000 NA 0.56
Stagg, I-NED# Profit Before Tax decreased by 9.57% and Profit After Tax
Ms. Grace Koshie, I-NED 700,000 7.69% 2.62 decreased by 10.08% on a consolidated basis in the FY2019-
Mr. Pradip Kumar Khaitan, 300,000 50% 1.12 20, compared to previous FY2018-19. The market projections
NI-NED
Mr. Pradip Roy, I-NED 1,000,000 42.86% 3.74
indicated a hike ranging 8%. The average increase of 7% in the
Mr. Pratip Chaudhuri, I-NED@ 500,000 NA 1.87 median remuneration of the comparable employees during
Mr. Shashwat Goenka, NI-NED 550,000 22.22% 2.06 the FY2019-20 was largely in line with the market projections
Mr. Subrata Talukdar, NI-NED 950,000 5.56% 3.55 and performance of the Company. Employees received hikes
Mr. Sunil Mitra, I-NED@ 650,000 NA 2.43 considering the criticality of the roles they play, their individual
Mr. V. K. Sharma, I-NED^ 300,000 20% 1.12 performance in the FY2019-20 and skills set they possess.
B. Key Managerial Personnel (vi) Comparison of the remuneration of the Key Managerial
Mr. Dinesh Jain, President & 38,237,295 16.69% NA Personnel against the performance of the Company
CFO*
Ms. Pooja Nambiar, 2,915,497 8.44% NA The total remuneration of Key Managerial Personnel (KMPs)
CS & Compliance Officer increased from ` 121.16 Million in the FY2018-19 to ` 135.77
Legends: KMP – Key Managerial Personnel, MD & CEO - Managing Million in the FY2019-20, an increase of 12.06%, whereas Profit
Director & CEO, NI-NED – Non Independent, Non-Executive Before Tax decreased by 9.57% and Profit After Tax decreased
Director, I-NED - Independent, Non-Executive Director, CFO – Chief by 10.08% on a consolidated basis in the FY2019-20. The
Financial Officer; CS - Company Secretary remuneration does not include the taxable value of Stock
Options exercised by the KMPs during the year.
Notes:
• *The remuneration is exclusive of taxable value of perquisite The increase in the total remuneration of KMPs was based on
on stock options exercised during the year. the overall performance of the Company and the individual
performance of the concerned employee during the previous
• Non-Executive Directors have received only sitting fees and no financial year and based on the Remuneration Policy
other remuneration have been paid to them. of the Company.
• Median remuneration of all the employees of the Company for (vii) Variations in the market capitalisation of the Company, price
the FY2019-20 is ` 267,468. earnings ratio as at the closing date of the current financial
+ Mr. Vipul Khanna was appointed as Managing Director & CEO year and previous financial year and percentage increase
w.e.f. from August 2, 2019 in place of Mr. Rajesh Subramaniam or decrease in the market quotations of the shares of the
on account of expiration of his term on August 1, 2019 by Company in comparison to the rate at which the Company
efflux of time. came out with the last public offer

• The market capitalisation as on March 31, 2020 was ` 19,115 Notes:

Million (` 32,510 Million as on March 31, 2019).
• The above remuneration is exclusive of the taxable value of
• Price Earnings ratio of the equity shares of the Company was perquisites on stock options exercised during the year.
5.62 as at March 31, 2020 on a consolidated basis and 8.67 as
• The increase in the total remuneration of KMPs is based on
at March 31, 2019.
the overall performance of the Company and the individual
• Percentage increase or decrease in the market quotations of performance of the concerned employee during the
the shares of the Company as compared to the rate at which previous FY2018-19.
the Company came out with the last public offer: The Company
(x) The key parameters for any variable component of
had come out with initial public offer (IPO) in 2007 at a price
remuneration availed by the Directors
of ` 64/- per share. The closing price of the Company’s Equity
Amongst Directors the variable component of remuneration is
share on the National Stock Exchange of India Ltd. (NSE) and
availed by the Managing Director & CEO only, since all other
BSE Ltd. (BSE) as on March 31, 2020 was ` 27.45 and ` 27.50
Directors are Non-Executive Directors who are paid only sitting
respectively. The % decrease in share price as on March 31,
fees for attending the meetings of Board/ Committees. The key
2020 at NSE with respect to issue price was 57.1%.
parameters for variable component of the remuneration availed
(viii) Average percentile increase already made in the salaries of by the Managing Director & CEO is decided by the Nomination
employees other than the managerial personnel in the last & Remuneration Committee based on the performance of the
financial year and its comparison with the percentile increase Company and the individual performance of the Managing
in the managerial remuneration and justification thereof Director & CEO during the previous financial year. This is in line
and point out if there are any exceptional circumstances for with the Remuneration Policy as approved by the Board.
increase in the managerial remuneration
(xi) The ratio of the remuneration of the highest paid Director
Average percentile increase in the median remuneration
to that of the employees who are not Directors but receive
of comparable employees in the FY2019-20 other than the
remuneration in excess of the highest paid Director during the
Managing Director & CEO was 6% and the increase in the salary
year
of the Managing Director & CEO was 10.40%.
None of the employees of the Company received remuneration
(ix) The comparison of the each remuneration of Key Managerial in excess of the highest paid Director of the Company.
Personnel against the performance of the Company during
(xii) Affirmation that the remuneration is as per the Remuneration
the FY2019-20 is as under:
Policy of the Company
Name Remuneration % increase/ Comparison of
of each KMP decrease in remuneration of the Pursuant to Rule 5(1)(xii) of the Companies (Appointment
for remuneration KMPs against the and Remuneration of Managerial Personnel) Rules, 2014, it is
FY2019-2020 in the performance of the affirmed that the remuneration paid to the Directors, KMPs,
(`) FY2019-2020 Company Senior Management and other employees of the Company is as
Mr. Vipul Khanna, 10,411,811 NA Profit Before Tax
Managing Director & CEO decreased by 9.57% per the Remuneration Policy of the Company.
Mr. Rajesh Subramaniam, 84,204,428 NA and Profit After Tax
Managing Director & CEO decreased by 10.08%
Mr. Dinesh Jain, President 38,237,295 16.69% on a consolidated
& CFO basis in FY2019-20
Ms. Pooja Nambiar, 2,915,497 8.44%
CS & Compliance Officer

Annexure II to the Directors’ Report

ANNUAL REPORT ON CORPORATE SOCIAL RESPONSIBILITY (CSR) ACTIVITIES
1. A BRIEF OUTLINE OF THE COMPANY’S CSR Volunteering, Response to disasters and Participating in
POLICY, INCLUDING OVERVIEW OF PROJECTS OR popular fundraising events, etc. The full details of initiatives
PROGRAMMES PROPOSED TO BE UNDERTAKEN AND taken by the Company in India and in other geographies in
A REFERENCE TO THE WEB-LINK TO THE CSR POLICY which the Company operates through its subsidiaries are given
AND PROJECTS OR PROGRAMMES. in the Directors’ Report under the CSR initiatives section.
The Board of Directors of your Company (hereinafter The CSR Committee of the Company has identified the
referred to as the “Board”) approved the Corporate Social following thrust areas around which your Company shall be
Responsibility (“CSR”) Policy of your Company in the FY2014-15 focusing its CSR initiatives and channeling the resources on a
as recommended by the CSR Committee pursuant to Section sustained basis:
135 Companies Act, 2013 read with the Companies (Corporate
I. Healthcare
Social Responsibility Policy) Rules, 2014. a. Setting up Hospitals, health centers and rural dispensaries;
It is a constant endeavor of the Company to work towards b. Providing better sanitation services to the community;
building sustainable livelihoods and for the upliftment of
the undeserved in the society. The Company wishes to c. Collaborating with organizations that deliver localised
transcend the boundaries of conventional business and community healthcare programs and awareness campaigns
industry modalities and integrate good business practices with in nearby villages/municipalities; and
community development. The Company seeks to promote and d. Family Welfare.
strengthen the trust of its shareholders, other stakeholders
and the public, operating in accordance with good Corporate II. Education
Governance and CSR practices which is inherent in the Group’s a. Support technical training institutes, skill development
Philosophy. The Group has upheld its tradition of community centers, non‐formal vocational programmes for the
service across the country and reached out to the undeserved in purpose of creating livelihood opportunities, soft skill
order to empower their lives and provide holistic development. training etc. to the rural youth;
CSR activities and efforts are constantly being made by b. Enhancing the access to employment opportunity by
Group Companies in the core focus areas of providing quality providing vocational or special training/ skills training
educational support to students from the disadvantaged related to the field of IT enabled services, BPO services etc.;
sections of society, improved access to healthcare services and
awareness building regarding efficient use of energy resources. c. Support to or collaboration with technical/vocational
Thus, we strive to reach out to the community at large and training institutions for overall self development and
provide services that create holistic development and operate capacity building of the youth; and
in alignment with the Group’s philosophy. With this in view, d. Undertake adult literacy programmes for the disadvantaged
your Company has framed its CSR Policy called as Firstsource sections of society.
Solutions CSR Policy (the “CSR Policy”).
e. Set up school of top standard.
The objective of the CSR Policy is to formalize and institutionalize
Company’s efforts in the domain of CSR. The CSR Policy serves III. Environment
as a guiding document to help identify, execute and monitor a. Undertaking tree plantation drives within the community
CSR projects in keeping with the spirit of the CSR Policy. Our (including taking care of the saplings) and work towards
vision is to be recognized for our strong commitment towards ‘Green Belt Development’;
the community and to uphold the values of community service. b. Undertaking projects such as provision of sanitary landfills
The Company seeks to be a good corporate citizen in all and / or other environmentally sensitive waste management
aspects of its operations and activities. The Company seeks to techniques; and
undertake programmes in the areas of Healthcare, Education,
c. We will support disaster relief efforts through NGOs
Environment, Arts & Culture, Promotion of Sports as well as
working in this area where possible.
support initiatives towards Gender Equality and Empowerment
of Women. The CSR at the Company is a platform for giving IV. Art & Culture
back to the communities in which we live and work. Our CSR a. Preservation of ancient Indian manuscripts;
Policy focuses on leveraging the full range of the Company’s
b. Preserve cultural heritage by protecting the monuments,
resources viz. people, skills, expertise and funding to broaden
preserving the archival materials and safeguarding the
access to basic facilities for the undeserved in India. As part
classical, folk and tribal traditions;
of its initiatives under CSR, the Company through its employee
engagement activities has contributed in a variety of areas. Our c. Maintenance and conservation of the monuments and sites
Social initiative areas across the geographies include Employee of archaeological and heritage value;

d. Promotion of literary, visual and performing arts and 2. THE COMPOSITION OF THE CSR COMMITTEE:
preservation of ancient traditions such as ancient Indian
i) Mr. Shashwat Goenka, Chaiman
musical instruments;
(Non Independent, Non – Executive Director)
e. Collaborate with organisations promoting and propagating
ii) Mr. Vipul Khanna
Indian art and culture;
(Managing Director & CEO)
f. Maintenance, preservation and conservation of archival
iii) Mr. Subrata Talukdar
records and archival libraries; and
(Non Independent, Non – Executive Director)
g. Promotion and strengthening of regional and local museums.
iv) Mr. Pradip Roy (Independent, Non – Executive Director)
V. Gender Equality and Women Empowerment
a. Building and strengthening partnerships with civil society 3. AVERAGE NET PROFIT OF THE COMPANY FOR LAST
organisations, particularly women’s organisations for THREE FINANCIAL YEARS: ` 2047.08 Million
spreading awareness in rural areas, regarding the equal
rights for women in all spheres – political, economic, social, 4. PRESCRIBED CSR EXPENDITURE (TWO PERCENT OF
cultural and civil; and THE AMOUNT AS IN ITEM 3 ABOVE): ` 40.94 Million
b. Empower women by supporting them in the formation
5. DETAILS OF CSR SPEND FOR THE FINANCIAL YEAR:
of self‐help groups and facilitate establishing linkages
with financial institutions for availing loans to start a. Total amount spent for the financial year: ` 40.52 Million
small enterprises.
b. Amount unspent, if any: ` 0.42 Million**
VI. Contribution to PM’s National Relief Fund/ any other fund
set up by the Central Government
Weblink to CSR Policy: The Company’s CSR policy
is posted at the link https://www.firstsource.com/
wp-content/uploads/2016/06/fsl-corporate-social-
responsibility-policy.pdf.
c. Manner in which the amount spent during the financial year is detailed below:-
Sr. CSR Projects/ Activities Sector in which project is Projects or programs Amount Amount Spent on the Cumulative Amount spent:
No identifie covered (1) Local area or Outlay project or programs Expenditure Direct or through
other (Budget) up to implementing agency
1. Direct 2.
(2) Specify the state Project or reporting
Expenditure Overheads
and district where programs period
(` In Million) (` In Million)
projects or programs wise (` In Million)
were undertaken
1 Admin - - - 0.20 Negligible 0.20 -

Expenses for Give India
2 Light of Life Trust - Education and women Maharashtra and - 0.20 Negligible 0.20 Direct
sponsorship of fundraising empowerment Madhya Pradesh
event
3 Foundation for Excellence Education Bangalore - 0.20 Negligible 0.20 Direct
- Scholarship for (Karnataka)
Underprivileged
4 Personal Hygiene session Healthcare/ COVID-19 Bangalore - 0.22 Negligible 0.22 Direct
with a hygiene kit for about response (Karnataka)
800 Govt. school students
5 Visit to Kangaru Karunai Healthcare Tiruchirappalli - 0.01 Negligible 0.01 Direct
Illam old age home (Tamil Nadu)
6 Visit to Amma old age Healthcare Vijaywada - 0.01 Negligible 0.01 Direct
home (Andhra Pradesh)
7 Donation of learning aids Education Gandhinagar - 0.01 Negligible 0.01 Direct
at Pragati Foundation for (Gujarat)
intellectually disabled
children.
8 Daan Utsav Education & Healthcare Across all offices - 0.72 Negligible 0.72 Direct
in India

Sr. CSR Projects/ Activities Sector in which project is Projects or programs Amount Amount Spent on the Cumulative Amount spent:
No identifie covered (1) Local area or Outlay project or programs Expenditure Direct or through
other (Budget) up to implementing agency
1. Direct 2.
(2) Specify the state Project or reporting
Expenditure Overheads
and district where programs period
(` In Million) (` In Million)
projects or programs wise (` In Million)
were undertaken
9 Rohi Foundation- Education & Healthcare Bangalore - 0.09 Negligible 0.09 Direct
Sponsoring education (Karnataka)
for 3rd and 4th standard
children alongwith one
day’s meals for allthe
beneficiaries at the NGO
10 INALI Foundation- Setup Healthcare Madhya Pradesh - 0.27 Negligible 0.27 Direct
IVRS to aid in management
of calls from across the
globe
11 Contribution to RP-Sanjiv Projects will be Kolkata - 38.59 - 38.59 Through the corpus of
Goenka Group CSR Trust undertaken by the (West Bengal) “RP – Sanjiv Goenka
Group Group CSR Trust”*
CSR Trust in accordance
with applicable Rules/
Regulations
TOTAL - 40.52 - 40.52
Note:
*RP – Sanjiv Goenka Group CSR Trust” (“Group CSR Trust”) was formed on February 17, 2015 to pursue CSR activities as may be permitted
under the Companies (Corporate Social Responsibility) Rules, 2014 as amended.
** Further, amount of ` 0.42 Million is yet to be spent as a result of the various limitations caused by the COVID - 19 pandemic.
RESPONSIBILITY STATEMENT
The Responsibility Statement of the CSR Committee of the Board of Directors of the Company, is reproduced below:
‘The implementation and monitoring of Corporate Social Responsibility (CSR) Policy, is in compliance with CSR objectives and policy
of the Company.’
Vipul Khanna Shashwat Goenka

Managing Director & CEO Chairman, Corporate Social Responsibility Committee
May 26, 2020

Annexure IIIA to the Directors’ Report

SUMMARY OF REMUNERATION POLICY FOR NON-EXECUTIVE DIRECTORS
1. PURPOSE OF THE POLICY C. Sitting Fees:

This policy aims to set out the approach to make payment The Board of Directors, at its meeting held on August 1, 2014
of Remuneration to the Non-Executive Directors, including had decided a sitting fees of ` 100,000 to be paid for attending
Independent Directors of Firstsource Solutions Limited each meeting of the Board and ` 50,000 for attending each
(“the Company”). meeting of a Committee of the Board of which the Director
2. OBJECTIVE is member, payable to all the Non-Executive Directors of the
The Objective of this Policy is to ensure that- Company including Independent Directors.
a. The level and composition of remuneration is reasonable D. Reimbursement of Expenses:
and sufficient to attract, retain and motivate Non-Executive Beside the sitting fees, Non-Executive Directors are also
Directors of the quality required to run the Company entitled for reimbursement of travel, hotel and other incidental
successfully; and expenses incurred by them in the performance of their
b. Relationship of remuneration to performance is clear and roles and duties.
meets appropriate performance benchmarks.
E. Stock Options:
3. REMUNERATION TO NON-EXECUTIVE DIRECTORS INCLUDING Pursuant to the provisions of the Companies Act, 2013, an
INDEPENDENT DIRECTORS Independent Director of the Company shall not be entitled to
A. Remuneration/ Commission: any stock option of the Company.
The Non-Executive Directors may be paid remuneration as may
be approved by the Board of Directors whereas the aggregate F. Refund of Excess Remuneration paid to any Director:
amount of such remuneration shall not exceed one percent If any Director draws or receives directly or indirectly, any
of the net profits of the Company, except with the approval remuneration in excess of the limits prescribed under the
of shareholders in the general meeting, computed as per the Companies Act, 2013 without prior consent of Shareholders/
applicable provisions of the Companies Act, 2013 and rules Central Government, where required, he shall refund the same
framed thereunder. to the Company.
B. Remuneration for Professional Services rendered by any G. Premium on Insurance Taken by the Company:
Director:
The premium paid on the insurance taken by the Company
The remuneration payable to any Director shall be inclusive of
for indemnifying the Directors against any liability in respect
remuneration payable to him for services rendered in any other
of breach of trust for any negligence, default, misfeasance,
capacity. However, the remuneration for services rendered by
any such Director in any other capacity shall not be so included breach of duty or breach of trust for which they may be found
if the services rendered are of a professional nature and in the guilty in relation to the Company, shall not be treated as part
opinion of the Nomination & Remuneration Committee, the of remuneration payable to any such Director. However, if such
Director possesses the requisite qualification for the practice Director is proved guilty, the premium paid on such insurance
of the profession. shall be treated as part of remuneration.

Annexure IIIB to the Directors’ Report

SUMMARY OF REMUNERATION POLICY FOR KEY MANAGERIAL PERSONNEL AND OTHER EMPLOYEES
1. PURPOSE • All Grants approved by Nomination &

The purpose of this policy is to define the remuneration policy Remuneration Committee
for employees at all levels.
• Granted on quarterly basis for New joiners and Annually for
2. GRADE STRUCTURE existing employees
The Company follows grade structure in most of the
b. Vesting Schedule
geographies. Broadly, grades are divided into Associates and
• 25% after 1 year
Coordinators, Junior Management, Middle Management,
Senior Management and Managing Director & CEO. • 12.5% after every 6 months for next 3 years
3. PAY PHILOSOPHY c. Exercise Period
The Company follows a total compensation approach by which • 10 years from the date of grant
it seeks to attract, retain and motivate employees.
ESOP 2019:
4. SALARY STRUCTURE LONG TERM INCENTIVE PLANS/ ESOP
All employees’ salary structures are a mix of fixed pay a. Eligibility
components and variable pay components. In the Company, • Granted to identified eligible key and critical employees;
compensation practices differ across different levels
• All Grants approved by Nomination &
and geographies.
Remuneration Committee.
5. ANNUAL VARIABLE PAY STRUCTURE
b. Vesting Schedule and Exercise period
Some employees get Variable Pay on an annual basis-
Grants will be issued at face value of the shares or any
• Eligibility: higher price which may be decided by the Nomination &
• Managers and above: India, Philippines, UK; Remuneration Committee and will have an exercise period
up to ten years as per the Scheme and as determined by the
• US: GM+ and employees having Annual Variable Pay;
Nomination & Remuneration Committee.
• Variable pay is a part of an employee’s CTC.
7. INCREMENTS
• Payout is linked to financial performance of the Company, The Company usually administers hikes as per the Company’s
Business Unit and individual employee’s performance. policy and depending on geography, employee category,
etc. and is subject to Board/ Nomination & Remuneration
• The Company performance is decided by the Nomination &
Committee approval.
Remuneration Committee every year.
• Variable Pay Pool & Payout is approved by Nomination &
Remuneration Committee.
6. LONG TERM INCENTIVE PLANS/ ESOP
ESOP 2003:
a. Eligibility
• Eligibility restricted to senior positions - Critical
and key employees

Annexure IV to the Directors’ Report

FORM NO. MGT 9
EXTRACT OF ANNUAL RETURN
as on the financial year ended on March 31, 2020
[Pursuant to Section 92 (3) of the Companies Act, 2013 and rule 12(1) of the Company
(Management & Administration) Rules, 2014]
I. REGISTRATION & OTHER DETAILS:

1. CIN L64202MH2001PLC134147
2. Registration Date December 6, 2001
3. Name of the Company Firstsource Solutions Limited
4. Category/ Sub-category of the Company Public Company/ Limited by shares
5. Address of the Registered office & contact details 5th Floor, Paradigm ‘B’ Wing, Mindspace, Link Road,
Malad – West, Mumbai – 400 064, India
Contact no: (022) 66660888
6. Whether listed company Yes
7. Name, Address & contact details of the Registrar & Transfer 3i Infotech Limited, Tower #5, 3rd to 6th Floor,
Agent, if any. International Infotech Park, Vashi, Navi Mumbai – 400 703
Contact no: (022) 6792 8000
II. PRINCIPAL BUSINESS ACTIVITIES OF THE COMPANY: (All the business activities contributing 10% or more of the total turnover
of the company shall be stated)
Sr. Name and Description of main products/ services NIC Code of the % to total turnover
No. Product/service of the company
1 IT- Enabled Services – BPO 63999 100%
III. PARTICULARS OF HOLDING, SUBSIDIARY AND ASSOCIATE COMPANIES:

Sr. Name the Company Address of the Company CIN/GLN Holding/ Subsidiary % of Shares Applicable
No. /Associate held Section
1 CESC Ventures Limited CESC House, Chowringhee L74999WB2017PLC219318 Holding 53.90% 2(46)
Square, Kolkata - 700 001, West
Bengal
2 Firstsource Process 3rd Floor, Block 5A & 5B, Pritech U72200KA2010PLC055713 Subsidiary 100% 2(87)(ii)
Management Services Park - SEZ, Marathalli, Sarjapur
Limited Outer Ring Road, Bellandur,
(Formerly known as Bangalore- 560103 Karnataka
Anunta Tech Infrastructure
Services Limited)
3 Firstsource Solutions UK Space One, 1 Beadon Road, NA Subsidiary 100% 2(87)(ii)
Limited London W6 0EA, UK
4 Firstsource Solutions S.A. San Martin 344, 4th Floor, NA Subsidiary 99.98%* 2(87)(ii)
Buenos Aires, Argentina
5 Firstsource Group USA, Inc. National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
160 Greentree Drive, Suite 101,
Dover, Delaware 19904, USA
6 Firstsource Business National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
Process Services, LLC 160 Greentree Drive, Suite 101,
7 Sourcepoint, Inc. National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
160 Greentree Drive Suite 101,
Dover, DE, 19904 USA

Sr. Name the Company Address of the Company CIN/GLN Holding/ Subsidiary % of Shares Applicable
No. /Associate held Section
8 Sourcepoint Fulfillment National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
Services, Inc. 600 North 2nd Street, Suite 401,
Harrisburg, PA 17101-1071 USA
9 Firstsource Advantage LLC C T Corporation System 28 NA Subsidiary 100%* 2(87)(ii)
Liberty St New York, NY 10005
10 One Advantage LLC The Corporation Trust Company NA Subsidiary 100%* 2(87)(ii)
Corporation Trust Center 1209
Orange St Wilmington, De 19801
11 MedAssist Holdings LLC National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
160 Greentree Drive Suite 101,
12 Firstsource Solutions USA, National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
LLC 160 Greentree Drive Suite 101,
13 Firstsource Transaction National Registered Agents, Inc., NA Subsidiary 100%* 2(87)(ii)
Services LLC 160 Greentree Drive Suite 101,
14 Firstsource BPO Ireland Stokes Place, Saint Stephen’s NA Subsidiary 100%* 2(87)(ii)
Limited Green, Dublin 2, Ireland
15 Firstsource Dialog Solutions Level 11, Access South Tower, NA Subsidiary 74% 2(87)(ii)
Pvt. Ltd. No 278/4, Union Place,
Colombo-2, Sri Lanka
16 Nanobi Data and Analytics Ist Floor, 91 Springboard, U72200KA2012PTC062235 Associate 21.79% 2(6)
Private Limited Gopala Krishna Complex
45/3, Residency Rd,MG Rd,
Ashok Nagar,Shantala Nagar,
Bangalore, KA 560025, India
* Representing aggregate % of shares held by the Company and/or its subsidiaries

1. Note: During the year under review, ISGN Fulfillment Agency, LLC, wholly owned subsidiary of Sourcepoint Fulfillment Services,
Inc., got wound up and dissolved w.e.f. June 24, 2019.
2. During the year under review, the Company transferred its entire investment/ ownership in Firstsource BPO Ireland Limited,
wholly owned subsidiary of the Company, to Firstsource Solutions UK Limited (FS UK), wholly owned subsidiary of the Company
and consequent to transfer of investment/ ownership, Firstsource BPO Ireland Limited will be the wholly owned step-down
subsidiary of the Company.
3. During the year under review, the Company restructured its global holding structure of Firstsource Group USA, Inc. (FG USA),
wholly owned subsidiary of the Company, the Company now directly holds 85% in FG USA and rest 15% through its wholly owned
subsidiary Firstsource Solutions UK Limited. Overall holding of the Company remains unchanged.

IV. S HARE HOLDING PATTERN (EQUITY SHARE CAPITAL BREAKUP AS PERCENTAGE OF TOTAL EQUITY):
1. Category-wise Share Holding:
Category of Shareholders No. of Shares held at the beginning of the year No. of Shares held at the end of the year % Change
[As on April 1, 2019] [As on March 31, 2020] during
the year
Demat Physical Total % of Demat Physical Total % of
Total Total
Shares Shares
A. Promoters
(1) Indian - - - - - - - - -
a) Individual/ HUF - - - - - - - - -
b) Central Govt - - - - - - - - -
c) State Govt(s) - - - - - - - - -
d) Bodies Corporate 373,976,673 - 373,976,673 54.12 373,976,673 - 373,976,673 53.90 (0.22)
e) Banks / FI - - - - - - - - -
f) Any other - - - - - - - - -
Sub-Total (A)(1) 373,976,673 - 373,976,673 54.12 373,976,673 - 373,976,673 53.90 (0.22)
(2) Foreign - - - - - - - - -
a) NRIs - Individuals - - - - - - - - -
b) Other – Individuals - - - - - - - - -
c) Bodies Corp. - - - - - - - - -
d) Banks / FI - - - - - - - - -
e) Any Other…. - - - - - - - - -
Sub-total (A) (2):- - - - - - - - - -
Total shareholding of Promoter (A) 373,976,673 - 373,976,673 54.12 373,976,673 - 373,976,673 53.90 (0.22)
= (A)(1)+(A)(2)
B. Public Shareholding
1. Institutions - - - - - - - - -
a) Mutual Funds 30,272,314 - 30,272,314 4.38 51,759,635 - 51,759,635 7.46 3.08
b) Banks / FI 32,904,639 - 32,904,639 4.76 33,748,477 - 33,748,477 4.87 0.11
c) Central Govt - - - - - - - - -
d) State Govt(s) - - - - - - - - -
e) Venture Capital Funds - - - - - - - - -
f) Insurance Companies - - - - - - - - -
g) FIIs 66,274,204 - 66,274,204 9.59 62,452,866 - 62,452,866 9.00 (0.59)
h) Foreign Venture Capital Funds - - - - - - - - -
i) Others (specify) - - - - - - - - -
Sub-total (B)(1):- 129,451,157 - 129,451,157 18.73 147,960,978 - 147,960,978 21.33 2.60
2. Non-Institutions
a) Bodies Corporate
i) Indian 25,301,902 - 25,301,902 3.66 20,531,165 - 20,531,165 2.96 (0.70)
ii) Overseas - - - - - - - - -
b) Individual shareholders
i) Individual shareholders holding 76,702,016 1,384 76,703,400 11.10 76,362,879 1,284 76,364,163 11.01 (0.09)
nominal share capital upto ` 1 lakh
ii) Individual shareholders holding 83,729,224 - 83,729,224 12.12 71,112,299 - 71,112,299 10.25 (1.87)
nominal share capital in excess of
` 1 lakh
c) Others (specify)
Foreign Companies 1,727,048 - 1,727,048 0.25 3,603,252 - 3,603,252 0.52 0.27
NBFCs registered with RBI 175,626 - 175,626 0.03 1,250 - 1,250 0.00 (0.03)
Provident Fund-Pension Fund - - - - 277,000 277,000 0.04 0.04
Sub-total (B)(2):- 187,635,816 1,384 187,637,200 27.15 171,887,845 1,284 171,889,129 24.78 (2.38)
Total Public Shareholding (B)=(B) 317,086,973 1,384 317,088,357 45.88 319,848,823 1,284 319,850,107 46.11 0.22
(1)+ (B)(2)
C. Shares held by Custodian for - - - - - - - - -
GDRs & ADRs
Grand Total (A+B+C) 691,063,646 1,384 691,065,030 100.00 693,825,496 1,284 693,826,780 100.00 -

2. Shareholding of Promoters:
Sr. Shareholder’s Name Shareholding at the beginning of the year Shareholding at the end of the year % change in
No. (As on April 1, 2019) (As on March 31, 2020) shareholding
during the year
No. of Shares % of total %of Shares No. of Shares % of total %of Shares
Shares of the Pledged / Shares of the Pledged /
company encumbered to company encumbered to
total shares total shares
1 CESC Ventures Limited 373,976,673 54.12* - 373,976,673 53.90* - (0.22)
Total 373,976,673 54.12 - 373,976,673 53.90 - (0.22)
Note: *There is no change in the total shareholding of promoters between April 1, 2019 and March 31, 2020. The decrease in % of
shares of the Company from 54.12% to 53.90% is due to ESOS allotment of 2,761,750 shares.
3. Change in Promoters’ Shareholding (please specify, if there is no change):
Sr. Particulars Shareholding at the beginning of the year Cumulative Shareholding during the year
No. (As on April 1, 2019) (1st April, 2019 to March 31, 2020)
Number of shares % of total Number of shares % of total
shares of the shares of the
company company
1 At the beginning of the year 373,976,673 54.12 - -
2 Date wise Increase / Decrease in Promoters - - - -
Shareholding during the year specifying the reasons
for increase / decrease (e.g. allotment /transfer /
bonus/ sweat equity etc.)*
3 At the end of the year 373,976,673 54.12* 373,976,673 53.90
Note: *There is no change in the total shareholding of promoters between April 1, 2019 and March 31, 2020. The decrease in % of
shares of the Company from 54.12% to 53.90% is due to ESOS allotment of 2,761,750 shares.
4. Shareholding Pattern of Top 10 Shareholders: (Other than Directors, Promoters and Holders of GDRs and ADRs):
Sr.No. For Each of the Top 10 Shareholding at the beginning of the year Cumulative Shareholding during the Year
Shareholders (April 1, 2019)/end of the year (April 1, 2019 to March 31, 2020)
(March 31, 2020)
Number of shares % of total shares of Number of shares % of total shares of
the company the company
1 HDFC Small Cap Fund
At the beginning of the year 29,786,500 4.29
Increase/ decrease in shareholding during the year
Transfer (Market Purchase ) 20,473,112 2.95
At the end of the year 50,259,612 7.24 50,259,612 7.24
2 ICICI Bank Ltd
Transfer (Market Purchase ) 2,260,115 0.32
Transfer (Market Sale ) -1,788,148 -0.25
3 Jhunjhunwala Rakesh Radheshyam
Transfer (Market Sale) -8,200,000 -1.18
4 Steinberg India Emerging Opportunities Fund
Limited
Transfer (Market Purchase) 2,589,081 0.37

(March 31, 2020)
5 Bernstein Fund, Inc. - International Small Cap
Portfolio
Transfer (Market Purchase) 190,410 0.03
Transfer (Market Sale) -203,100 -0.03
6 Aditya Birla Money Limited*
At the beginning of the year 74,522 0.11
Transfer (Market Sale) 238,889 0.02
7 LSV Emerging Markets Small Cap Equity Fund, LP *
At the beginning of the year
Increase/ decrease in shareholding during the year 1,764,500 0.26
8 Mercer QIF Fund PLC - Mercer Investment Fund 1 -
Firth Investment Management Pte Ltd.
9 Government of the Province of Alberta Managed By
Comgest S.A *
10 Firstsource Employee Benefit Trust *
At the beginning of the year Nil Nil
11 Emerging Markets Core Equity Portfolio (THE
PORTFOLIO) Of DFA Investment Dimension Group
INC (DFAIDG) #
Transfer (Market Purchase) -488,829 -0.07
12 Dimensional Emerging Markets Value Funds #
13 State Street Emerging Markets Small Cap Active
Non-Lending QIB Common Trust Fund #

(March 31, 2020)
14 Acadian Emerging Markets Small Cap Equity Fund
LLC #
Notes:
1. The full details of datewise increase/ decrease in shareholdering of the Top 10 shareholders are available at the website of the
Company at the link: https://www.firstsource.com/investor-relations/.
2. #Ceased to be in the list of Top 10 shareholders as on March 31, 2020. The same is reflected above since the shareholder was one
of the Top 10 shareholders as on April 1, 2019.
3. *Not in the list of Top 10 shareholders as on April 1, 2019. The same has been reflected above since the shareholder was one of
the Top 10 shareholders as on March 31, 2020.
5. Shareholding of Directors and Key Managerial Personnel (KMPs):
Sr.No. Shareholding of each Directors and each Key Managerial Shareholding at the beginning Cumulative Shareholding during the year
Personnel of the year (April 1, 2019)/end of (April 1, 2019 to March 31, 2020)
the year (March 31, 2020)
1. Mr. Vipul Khanna, Managing Director & CEO @
At the end of the year 103,000 0.01 103,000 0.01
2. Mr. Rajesh Subramaniam, Managing Director & CEO @
At the beginning of the year 953,353 0.14
ESOS Allotment 506,250 0.07
At the end of the year 100,000 0.01 100,000 0.01
B) KMPs
3. Mr. Dinesh Jain, President & CFO
ESOS Allotment 83,750 0.01
At the end of the year Nil Nil Nil Nil
@ Mr. Vipul Khanna was appointed as Managing Director & CEO w.e.f. from August 2, 2019 in place of Mr. Rajesh Subramaniam who
ceased to be the Managing Director & CEO, on account of expiration of his term on August 1, 2019 by efflux of time.
Note:
1. The full details of date-wise Increase/ decrease in shareholding of the Directors and Key Managerial Personnel’s are available at
the website of the Company at the link: https://www.firstsource.com/investor-relations/.
2. The Directors of the Company who have not held any shares at any time during the year are not shown in the above list.

V. INDEBTEDNESS -Indebtedness of the Company including interest outstanding/accrued but not due for payment.
(Amount in ` Millions)
Particulars Secured Loans Unsecured Loans Deposits Total Indebtedness

excluding deposits
Indebtedness at the beginning of the financial year
(April 1, 2019)
i) Principal Amount - 110.10 - 110.10
ii) Interest due but not paid - - - -
iii) Interest accrued but not due - 0.40 - 0.40
Total (i+ii+iii) - 110.50 - 110.50
Change in Indebtedness during the financial year
Addition - - - -
Reduction - (47.53) (47.53)
Net Change - - - -
Indebtedness at the end of the financial year
(March 31, 2020)
i) Principal Amount - 62.97 - 62.97
ii) Interest due but not paid - - - -
iii) Interest accrued but not due - - - -
Total (i+ii+iii) - 62.97 - 62.97
VI. REMUNERATION OF DIRECTORS AND KEY MANAGERIAL PERSONNEL:

A. Remuneration to Managing Director, Whole-Time Directors and/or Manager:
Sr. Particulars of Remuneration Vipul Khanna Rajesh Subramaniam,

No. Managing Director & CEO Managing Director & CEO
1 Gross salary
(a) Salary as per provisions contained in section 17(1) of the Income-tax Act, 1961 10.41 83.55
(b) Value of perquisites u/s 17(2) Income-tax Act, 1961 - 0.01
(c) Profits in lieu of salary under section 17(3) Income- tax Act, 1961 - -
2 Stock Option* - 9.06
3 Sweat Equity - -
4 Commission
- as % of profit - -
- others, specify - -
5 Others -
- Club Membership Fees - 0.06
- Residence Maintenance. Charges - 0.06
- Residential Broadband - 0.03
- Electricity - 0.04
- Medical -
- Contribution to Provident Fund - 0.46
Total (A) 10.41 93.27
Ceiling as per the Act ` 98.47 Million (being 5% of the net profits of the
Company calculated as per Section 198 of the
Companies Act, 2013, the said calculation excludes the
perquisite value of Stock Option )
*Taxable value of perquisite on stock options exercised during the year.

**Mr. Rajesh Subramaniam, erstwhile Managing Director & CEO was paid Non-Solicitation Fees.

B. Remuneration to other Directors:

(Amount in `)
Sr. Particulars of Remuneration Name of Directors Total

No. Amount
Mr. Pradip Mr. V. K. Ms. Grace Mr. Pratip Mr. Sunil Mr. Charles
Roy Sharma^ Koshie Chaudhuri @ Mitra @ Richard
Vernon
Stagg#
1 Independent Directors
Fee for attending Board and 1,000,000 300,000 700,000 500,000 650,000 150,000
Committee meetings
Commission - - - - - -
Others, please specify - - - - - -
Total (1) 3,300,000
Dr. Sanjiv Mr. Subrata Mr. Shashwat Mr. Pradip
Goenka Talukdar Goenka Kumar
Khaitan
2 Other Non-Executive Directors
Fee for attending Board and 300,000 950,000 550,000 300,000
committee meetings
Commission - - - -
Others, please specify - - - -
Total (2) 2,100,000
Total (B)=(1+2) 5,400,000
Total Managerial 109,083,739
Remuneration (A+B)
Overall Ceiling as per the Act ` 216.64 Million (being 11% of the net profits of the Company calculated as per section 198 of the
Companies Act, 2013)
^ The five (5) years term of Mr. V. K. Sharma as an Independent Director expired on November 13, 2019 by efflux of time.
@ Mr. Pratip Chaudhuri and Mr. Sunil Mitra were appointed as an Non-Executive- Independent Directors w.e.f. April 1, 2019.
# Mr. Charles Richard Vernon Stagg was appointed as an Non-Executive- Independent Director w.e.f. May 6, 2019.
Notes:
1. In terms of the provisions of the Companies Act, 2013, the remuneration payable to the Managing Director shall not exceed 5% of
net profit of the Company.
2. The remuneration payable to Directors other than Executive Directors shall not exceed 1% of the net profit of the Company.
3. The total managerial remuneration payable to directors, including Managing Director and Whole-Time Director shall not exceed
11% of the net profits of the Company.

C. REMUNERATION TO KEY MANAGERIAL PERSONNEL OTHER THAN Managing Director/Manager/Whole-Time Director:

Sr. Particulars of Remuneration Key Managerial Personnel

No.
Mr. Dinesh Jain Ms. Pooja Nambiar Total
President & CFO Company Secretary &
Compliance Officer
1 Gross salary
(a) Salary as per provisions contained in section 17(1) of the 37.03 2.81 39.84
Income-Tax Act 1961
(b) Value of perquisites u/s 17(2) Income-Tax Act 1961 0.04 - 0.04
(c) Profits in lieu of salary under section 17(3) Income-tax Act, 1961 - - -
2 Stock Option* 1.54 - 1.54
3 Sweat Equity - - -
4 Commission
- as % of profit - - -
- others, specify… - - -
5 Others
– Medical - - -
- LTA - - -
- Contribution to Provident Fund 0.80 0.10 0.90
- NPS 0.36 - 0.36
Total 39.77 2.91 42.68
*Taxable value of perquisite on stock options exercised during the year.
VII. PENALTIES / PUNISHMENT/ COMPOUNDING OF OFFENCES:

Type Section of the Brief Details of Penalty / Punishment/ Authority Appeal made,
Companies Act Description Compounding fees imposed [RD / NCLT/ COURT] if any (give Details)
A. COMPANY
Penalty
Punishment None
Compounding
B. DIRECTORS
Penalty
Punishment None
Compounding
C. OTHER OFFICERS IN DEFAULT
Penalty
Punishment None
Compounding

Annexure V to the Directors’ Report

SECRETARIAL AUDIT REPORT FOR THE FINANCIAL YEAR ENDED MARCH 31, 2020
[Pursuant to section 204(1) of the Companies Act, 2013 and rule c) The Securities and Exchange Board of India (Share Based
No. 9 of the Companies (Appointment and Remuneration of Employee Benefits) Regulations, 2014 and;
Managerial Personnel) Rules, 2014 and Regulation 24A of the SEBI
d) The Securities and Exchange Board of India (Listing
(Listing Obligations and Disclosure Requirements) Regulations,
Obligations and Disclosure Requirements) Regulations,
2015]
2015 (“Listing Regulations, 2015”);
Provisions of the following Regulations and Guidelines
To,
prescribed under the Securities and Exchange Board of India
The Members
Act, 1992 (‘SEBI Act’) were not applicable to the Company
during the financial year under report:-
Mumbai
i. The Securities and Exchange Board of India (Issue of Capital
Dear Sirs, and Disclosure Requirements) Regulations, 2009;
We have conducted the Secretarial audit of the compliance ii. The Securities and Exchange Board of India (Issue and
of applicable statutory provisions and the adherence to good Listing of Debt Securities) Regulations, 2008;
corporate practice by Firstsource Solutions Limited (herein after
called “the Company”). The Secretarial Audit was conducted in iii. The Securities and Exchange Board of India (Registrars to an
a manner that provided us a reasonable basis for evaluating the Issue and Share Transfer Agents) Regulations, 1993;
corporate conduct/ statutory compliances and expressing our iv. The Securities and Exchange Board of India (Delisting of
opinion thereon. Equity Shares) Regulations, 2009 and;
Based on our verification of the Company’s books, papers, minutes v. The Securities and Exchange Board of India (Buyback of
books, forms and returns filed and other records maintained by the Securities) Regulations, 1998.
Company and also the information and explanation provided by
the Company, its officers, agents and authorized representatives We have also examined compliance with the applicable clauses
during the conduct of secretarial audit, we hereby report that in of the Secretarial Standards issued by The Institute of Company
our opinion, the Company has, during the audit period covering the Secretaries of India.
Financial Year ended March 31, 2020 complied with the statutory We further report that based on the compliance system
provisions listed hereunder, and also that the Company has proper prevailing in the Company and on examination of the relevant
Board processes and compliance mechanism in place to the extent, documents and records in pursuance thereof on test-check
in the manner and subject to the reporting made hereinafter. basis, the Company has complied with the following laws
We have examined the books, papers, minute books, forms and applicable specifically to the Company:
returns filed and other records maintained by Firstsource Solutions (a) Information Technology (IT) Act, 2005;
Limited (“the Company”) as given in Annexure I, for the Financial
Year ended on March 31, 2020, according to the provisions of: (b) Special Economic Zones Act (SEZ), 2005; and
(i) The Companies Act, 2013 (‘the Act’) and the rules (c) Software Technology Parks of India (STPI) rules
made thereunder; and regulations.
(ii) The Securities Contracts (Regulation) Act, 1956 (‘SCRA’) and the During the financial year under report, the Company has
rules made thereunder; complied with the provisions of the Act, Rules, Regulations,
Guidelines, Standards, etc. mentioned above.
(iii) The Depositories Act, 1996 and the Regulations (as amended
from time to time) and Bye-laws framed thereunder; We further report that:
The Board of Directors of the Company is duly constituted with
(iv) Foreign Exchange Management Act, 1999 and the rules and proper balance of Executive Directors, Non-Executive Directors
regulations made thereunder to the extent of Foreign Direct and Independent Directors. The changes in the composition
Investment and Overseas Direct Investment;
of the Board of Directors that took place during the financial
(v) The following Regulations and Guidelines prescribed under the year under report were carried out in compliance with the
Securities and Exchange Board of India Act, 1992 (‘SEBI Act’):- provisions of the Act, however, as regards re-appointment
of Ms. Grace Koshi as Independent Director for second term
a) The Securities and Exchange Board of India (Substantial
of three consecutive years with effect from February 9, 2020
Acquisition of Shares and Takeovers) Regulations, 2011;
made by the Board of Directors, the Company proposes to
b) The Securities and Exchange Board of India (Prohibition of obtain approval of its shareholders pursuant to Section 149(10)
Insider Trading) Regulations, 2015; of the Act, at ensuing Annual General Meeting.

Adequate notice is given to all directors to schedule the Board We further report that during the audit period there were
Meetings, agenda and detailed notes on agenda were sent at no specific event(s)/ action(s) having a major bearing on the
least seven days in advance, and a system exists for seeking and Company’s affairs in pursuance of the above referred laws,
obtaining further information and clarifications on the agenda rules, regulations, guidelines, standards, etc. referred to above.
items before the meeting and for meaningful participation For Rathi and Associates
at the meeting. (Company Secretaries)
None of the directors have communicated dissenting views,
Himanshu S. Kamdar
in the matters/ agenda proposed from time to time for
Partner
consideration of the Board and its Committees thereof, during
M. NO. FCS 5171
the year under the report, hence dissenting views were not C.P. No. 3030
required to be captured and recorded as part of the minutes. UDIN: F005171B000271910
We further report that there are adequate systems and May 22, 2020
processes in the Company commensurate with the size and
operations of the Company to monitor and ensure compliance Note: This report should be read with our letter which is annexed
with applicable laws, rules, regulations and guidelines. as Annexure-I, Annexure-II and forms an integral part of this report.

ANNEXURE - I ANNEXURE – II
List of documents verified: To,

1. Memorandum & Articles of Association of the Company; The Board of Directors
2. Annual Report for the financial year ended 31st March, 2019;
Mumbai
3. Minutes of the Board of Directors and Audit Committee,
Nomination & Remuneration Committee, Stakeholders’
Relationship Committee, Corporate Social Responsibility Dear Sirs,
Committee of the Company along with the respective
Attendance Registers for meetings held during the Financial
Year under report; Our report of even date is to be read along with this letter.
4. Minutes of General Body Meetings/ Postal Ballot(s) held during 1. Maintenance of Secretarial record is the responsibility of the
the Financial Year under report; management of the Company. Our responsibility is to express
an opinion on these secretarial records based on our audit.
5. Proof of compliance with the Secretarial Standards in respect of
Board meetings and General meetings, to the extent applicable; 2. We have followed the audit practices and processes as
were appropriate to obtain reasonable assurance about the
6. Policies framed by the Company pursuant to the applicable
correctness of the contents of the Secretarial records. The
laws and Regulations;
verification was done on test check basis to ensure that correct
7. Statutory Registers under Companies Act, 2013; facts are reflected in secretarial records. We believe that the
processes and practices that we followed provide a reasonable
8. Copies of Notice, Agenda and Notes to Agenda papers
basis for our opinion.
submitted to all the directors/ members for the Board
Meetings and Committee Meetings as well as resolutions 3. We have not verified the correctness and appropriateness of
passed by circulation; financial records and Books of Accounts of the Company.
9. Declarations received from the Directors of the Company 4. Wherever required, we have obtained the Management
pursuant to the provisions of Section 184(1), Section 164(2) and Representation about the compliance of laws, rules and
Section 149(7) of the Companies Act, 2013; regulations and happening of events etc.
10. Intimations received from directors under the prohibition of 5. The compliance of the provisions of Corporate and
Insider Trading Code; other applicable laws, rules, regulations, standards is the
responsibility of management. Our examination was limited to
11. e-Forms filed by the Company, from time to time, under
the verification of procedures on test basis.
applicable provisions of the Companies Act, 2013 and
attachments thereof during the Financial Year under report; 6. The Secretarial Audit report is neither an assurance as to
the future viability of the Company nor of the efficacy or
12. Intimations / documents / reports / returns filed with the Stock
effectiveness with which the management has conducted the
Exchanges pursuant to the provisions of Listing Agreement
affairs of the Company.
entered with the Stock Exchanges and Securities and Exchange
Board of India (Listing Obligations and Disclosure Requirements) For Rathi and Associates
Regulations, 2015 during the financial year under report; (Company Secretaries)
13. E-mails evidencing dissemination of information related to
Himanshu S. Kamdar
closure of Trading window;
Partner
14. Internal Code of Conduct for prevention of Insider Trading by M. NO. FCS 5171
Employee/ Directors/ Designated Persons of the Company; C.P. No. 3030
UDIN: F005171B000271910
15. Compliance Certificate placed before the Board of Directors
May 22, 2020
from time to time;
16. Quarterly Related Party Transactions statements;
17. Details of Sitting Fees paid to all Directors for attending the
Board Meetings and Committees.

Business Responsibility Report
INTRODUCTION 9. Total number of locations where The Company along with its 14
business activity is undertaken by subsidiaries has 36 global delivery
The Securities and Exchange Board of India (SEBI) in 2012 mandated the Company centers of which 11 are located in
the top 100, and later in 2015 the top 500 listed entities on National India, 17 in the USA, 6 in the UK
Stock Exchange of India Limited and BSE Limited to prepare a Number of international locations
and 2 in the Philippines as per the
(Provide details of major five)
‘Business Responsibility Report’ as part of the Annual Report. This details given below:
Number of national locations
is as per clause (f) of sub regulation (2) of Regulation 34 of SEBI India (11): Chennai (2), Mumbai
(Listing Obligations and Disclosure Requirements) Regulations (2), Bangalore (3) and 1 each in
2015. The report outlines the organization’s performance from the Pondicherry, Vijayawada, Indore
environmental, social and governance perspective. and Trichy.
USA (17): Louisville in Kentucky,
Firstsource Solutions Limited (“the Company”) being part of the Kingston & Amherst in New York,
top 500 listed entities has developed this Business Responsibility Rockford and Belleville in Illinois,
Report based on the suggested framework of SEBI, strengthening its Salt Lake City in Utah, Colorado
commitment towards transparent disclosure of its environmental Springs in Colorado, Eugene in
and social performance. Oregon, Palm Bay in Florida,
Rocky Hill in Connecticut and 7
Continuing on the Company’s mission to tackle social issues,
operational hubs of MedAssist.
the Company is committed to monitor and report its social and
United Kingdom (6): Belfast,
environmental performance with the aim of providing a clear
Cardiff, Londonderry,
picture to the stakeholders and investors. Middlesbrough, Warrington and
Derby.
Section A: General Information about the Company Philippines (2): Manila, Cebu
10. Markets served by the Company The Company is carrying out
1. Corporate Identity Number (CIN) L64202MH2001PLC134147
- Local/ State/ National/ business activity across all India,
2. Name of the Company Firstsource Solutions Limited International US, UK and Philippines.
3. Registered address 5th Floor, Paradigm ‘B’ Wing,
Mindspace, Link Road, Malad - Section B: Financial Details of the Company
West, Mumbai - 400 064, India
4. Website www.firstsource.com 1. Paid up Capital of the Company ` 6,938.27 Million
5. Email id complianceofficer@firstsource.com 2. Total turnover ` 8,962.37 Million
6. Financial year reported April 1, 2019 to March 31, 2020 3. Total profit after tax ` 1,820.16 Million
7. Sector(s) that the Company is Name and description of main 4. Total spending on Corporate Social ` 40.94 Million
engaged in (industrial activity product/ services: The Company Responsibility (CSR) as percentage (2% of Average Profit of 3
code-wise) provides BPO services. of profit after tax (%): preceding years)
Description - IT - Enabled Services 5. List of activities in which Please see below:
- BPO. expenditure in four above was
NIC Code of the product/ services: incurred:
63999
8. List three key products/ services Customer Management Services, Details of the spend (FY 19-20) Amount In ` Million
that the Company manufactures/ Revenue Cycle Management
Average Profit 2047.08
provides (as in balance sheet) Services and Mortgage Processing
Services. CSR Spend (2% of Average Profit) 40.94
Admin charges for 'Give India' 0.20
Light of Life Trust - Sponsorship of 0.20
fundraising event
Foundation for Excellence- Scholarship 0.20
for underprivileged

Details of the spend (FY 19-20) Amount In ` Million Section D: Business Responsibility Report Information
Personal Hygiene session with a hygiene 0.22 1. Details of Director/ Directors Business Responsibility functions
kit for about 300 Govt school students responsible for Business are interalia, monitored by the
Visited kangaru karuna iillam old age 0.01 Responsibility Report Corporate Social Responsibility
home Committee of the Board of
Donated learning aids at Pragati 0.01 Directors of the Company formed
Foundation for intellectually disabled in terms of Section 135 of the
children Companies Act, 2013.
Daan Utsav 0.72 a) Details of the Director/ Chairman/ Members of Corporate
Rohi Foundation- Sponsoring education 0.09 Directors responsible for Social Responsibility Committee:
for 3rd and 4th standard children the implementation of the
alongwith one day’s meals for all the Business Responsibility
beneficiaries at the NGO Report policy/ policies
INALI Foundation- Setup IVRS to aid in 0.27 DIN 03486121
management of calls from across the Name Mr. Shashwat Goenka
globe Designation Non-Executive Non-Independent
Transferred to the corpus of 38.59 Director
“RP – Sanjiv Goenka Group CSR Trust” DIN 00889710
Amount yet to be spent 40.52 Name Mr. Vipul Khanna
Designation Managing Director & CEO
*Further, amount of ` 0.42 Million is yet to be spent as a result of DIN 00026457
the various limitations caused by the COVID - 19 pandemic. Name Mr. Pradip Roy
Designation Independent Director
Section C: Other Details DIN 01794978
Name Mr. Subrata Talukdar
1. Does the Company have any As on March 31, 2020, the
Subsidiary Company/ Companies? Company had 1 domestic Designation Non-Executive Non-Independent
subsidiary, 13 foreign subsidiaries Director
and 1 associate company. The b) Details of the Business
details of the same are given in Responsibility head:
Directors’ Report. Name Ms. Soma Pandey
2. Does the subsidiary Company No. Designation President- Human Resources
/ Companies participate in the Telephone No. +91(80) 66336000
Business Responsibility Report E-mail ID soma.pandey@firstsource.com
initiatives of the parent Company?
1. Principle-wise (as per NVGs) Business Responsibility Report
If yes, then indicate the number of
Policy/ Policies (Reply in Y/ N)
such subsidiary company(s).
The National Voluntary Guidelines (NVGs) on Social,
3. Does any other entity/ entities No. The Company does not
Environmental and Economic Responsibilities of Business
(e.g. suppliers, distributors etc.), mandate its suppliers/ distributors
that the Company does business to participate in the Company’s
released by the Ministry of Corporate Affairs has adopted nine
with, participate in the Business Business Responsibility Report areas of Business Responsibility:
Responsibility Report initiatives of initiatives.
Principle 1 P1 Businesses should conduct and govern themselves with
the Company? If yes, then indicate
Ethics, Transparency and Accountability
the percentage of such entity/
Principle 2 P2 Businesses should provide goods and services that are
entities? [Less than 30%, 30-60%,
safe, and contribute to sustainability throughout their
More than 60%]
life cycle
Principle 3 P3 Businesses should promote the wellbeing of all
employees
Principle 4 P4 Businesses should respect the interests of, and be
responsive towards all stakeholders, especially those
who are disadvantaged, vulnerable and marginalized
Principle 5 P5 Businesses should respect and promote human rights
Principle 6 P6 Businesses should respect, protect and make efforts to
restore the environment
Principle 7 P7 Businesses, when engaged in influencing public and
regulatory policy, should do so in a responsible manner
Principle 8 P8 Businesses should support inclusive growth and
equitable development
Principle 9 P9 Businesses should engage with and provide value to
their customers and consumers in a responsible manner

Sr. Questions P1 P2 P3 P4 P5 P6 P7 P8 P9
No
1. Do you have a policy/ Y NA Y Y Y Y NA Y Y
policies for
2. Has the policy been Y NA Y Y Y Y NA Y Y
formulated in consultation
with the relevant
stakeholders?[1]
3. Does the policy conform Y (Global NA Y (Heath, Y (Corporate Y (Global Y (Health, NA Y (Corporate Y
to national/ international Ethics Safety & Social Ethics Safety & Social (Voice of
standards? Policy Environment Responsibility Policy Environment Responsibility Customer)
If yes, specify? on lines Policy policy and HR complies policy
of ILO complies complies policies with ISO complies
conventions) with ISO with on lines 14001 with
18001 Companies of ILO Standard) Companies
and ISO Act conventions) Act,
14001 2013) 2013)
standard)
approved by the Board?
If yes, has it been signed
by the MD/ Owner/
CEO appropriate Board
Director? [2]
5. Does the Company have Y NA Y Y Y Y NA Y Y
a specified committee
of the Board/ Director
/ Official to oversee the
implementation of the
policy? [3]
6. Indicate the link to view the Y NA Y Y Y Y NA Y Y
policy online? [4]
formally communicated
to all relevant internal and
external stakeholders?
in-house structure to
implement its policy /
policies?
a grievance redressal
mechanism related to the
policy/ policies to address
stakeholders' grievances
related to the policy/
policies? [5]
10. Has the Company carried Y NA Y Y Y Y NA Y Y
out independent audit/
evaluation of the working
of this policy by an internal
or external agency? [6]
Notes:
1. All the policies are formulated with detailed consultation and benchmarking across industry. The policies are in compliance majorly
with all applicable laws.
2. As per Company practice, all the policies are approved by the concerned authority depending upon the nature of policy. The concerned
authority could be either Managing Director & CEO/ Functional Head, etc.
3. Every policy has a policy owner and the respective policy owners are responsible for implementation of the policy.
4. The requisite policies are available on the website of the Company and the web link is http://www.firstsource.com/investors/.
5. Any grievance relating to any of the policy can be escalated to the policy owner/ Managing Director & CEO/ Audit Committee Head.
6. Implementation of policies is evaluated as a part of internal governance by policy owners.

2. Governance related to Business Responsibility Principle 3: Employee Wellbeing

1. Indicate the frequency with which CEO/ Business heads review the Businesses should promote the wellbeing of all employees:
the Board of Directors, Committee performance of respective policies 1. Total number of employees. As on March 31, 2020, the strength
of the Board or the CEO assesses covering the principle given in the of the permanent employees on
the Business Responsibility Report Business Responsibility Report on roll workforce stands at a total of
performance of the Company. an annual basis. 11,385.
Within 3 months, 3-6 months, 2. Total number of employees As on March 31, 2020, the strength
annually, more than 1 year hired on temporary/ of employees hired on temporary/
2. Does the Company publish a Yes, Annually. contractual/ casual basis. contractual/ casual basis stands at a
Business Responsibility Report or a The same is available on website total of 64 as per below:
Sustainability Report? What is the of the Company. The link for
hyperlink for viewing the report? Business Responsibility Report is Employment Type Headcount
How frequently it is published? http://www.firstsource.com. Part Time Employees 0
Casual Based 0
Section E: Principle wise Performance Contract Employees 64
Total 64
Principle 1: Ethics, Transparency and Accountability
3. Total number of permanent As on March 31, 2020, the strength
Businesses should conduct and govern themselves with Ethics,
women employees. of permanent women employees
Transparency and Accountability: stands at a total of 3,527.
1. Does the policy relating to ethics, No, it covers employees, suppliers,
bribery and corruption cover only contractors, service providers and
the Company? Yes/ No. Does their employees. 4. Total number of permanent As on March 31, 2020, the number
it extend to the Group/ Joint employees with disabilities. of permanent employees with
Ventures/Suppliers/ Contractors / disabilities associated with the
NGOs / Others? Company stands at a total of 27.
2. How many stakeholder complaints No complaints were received from
were received in the past financial stakeholders during the period
5. Do you have an employee No.
year and what percentage was under review, except those 100
association that is recognized by
satisfactorily resolved by the complaints received from the
the Management?
management? If so, provide details shareholders of the Company,
thereof in about 50 words or so. which all were satisfactorily
attended.
6. What percentage of your Not Applicable.
permanent employees are
Principle 2: Product Lifecycle Sustainability
members of this recognised
Businesses should provide goods and services that are safe and employee association?
contribute to sustainability throughout their life cycle:
1. 7. Please indicate the number As on March 31, 2020, there were
List three of your products or services whose Not applicable.
of complaints relating to overall 23 cases of sexual harassment
design has incorporated social or environmental
child labour, forced labour, reported for India in FY2019-20, out
concerns, risks and/ or opportunities
2. For each such product, provide the following details Not applicable. involuntary labour, sexual of which 22 are closed and 1 pending.
in respect of resource use (energy, water, raw harassment in the last financial Note: One case reflecting as pending
material and so on) per unit of product (optional) year and pending, as on the end is closed as on May 13, 2020.
of the financial year/committee:
3. Does the Company have procedures in place for Not applicable.
8. What percentage of your under- The Company is in the business of
sustainable sourcing (including transportation)? If
mentioned employees that services and requires its employees
yes, what percentage of your inputs was sourced
were given safety and skill up- to continuously improve their skill.
sustainably? Also provide details thereof, in about
gradation training in the last Accordingly, 100% of the employees
50 words or so
year? have gone through the skill upgrade
4. Has the Company taken any steps to procure Not applicable.
1. Permanent employees training.
goods and services from local and small producers,
(includes classroom and
including communities surrounding their place of
e-learning)
work? If yes, what initiatives were taken to improve
2. Permanent women
their capacity and capability of local and small
employees
vendors?
Does the Company have a mechanism to recycle Not applicable. 3. Casual/temporary/
5.
products and waste? If yes, what is the percentage contractual employees
of recycling them (separately as <5%, 5-10%, >10%)? 4. Employees with disabilities
Also provide details thereof, in about 50 words or so

Principle 4: Stakeholder Engagement Principle 6: Environmental Management

Businesses should respect the interests of, and be responsive Businesses should respect, protect, and make efforts to restore
towards all stakeholders, especially those who are disadvantaged, the environment:
vulnerable and marginalized: 1. Does the policies related The Policy on environment covers
1. Has the Company mapped Yes, the Company has mapped to Principle 6 cover only the Company only. The Company
its internal and external its stakeholders as a part of its the Company or extends to encourages parties associated with
stakeholders? Yes/ No stakeholder engagement process. the Group/ Joint Ventures/ its value chain like vendors, suppliers,
Key categories are: Suppliers/ Contractors/ NGOs/ contractors, etc. to follow the
1) Customers/ Clients; Others? principles envisaged in the policy.
2) Shareholders/Investors; 2. Does the Company have Yes. The Company has proactively
3) Partners (Suppliers/ Vendors/ strategies/ initiatives to address
taken several initiatives to create
Landlords); global environmental issues, positive impact on the environment.
4) Employees; such as climate change, global
Refer to CSR section of the report for
5) Regulatory Bodies; warming, and others? If yes,
6) Industry forum; and complete details. The Company’s CSR
please give hyperlink for
7) Community. policy is posted at the link https://
webpage etc.
www.firstsource.com/wp-content/
2. Out of the above, has the Yes, The Company commits to operate uploads/2020/0 6/C SR-Polic y-
Company identified the in an economically, socially and 2020-V1.pdf
disadvantaged, vulnerable and environmentally responsible manner 3. Does the Company identify and Yes.
marginalized stakeholders? whilst balancing the interests of assess potential environmental
diverse stakeholders. The Company’s risks? Y/ N
initiatives in the areas of Corporate 4. Project(s) related to Clean Currently, the Company has not
Social Responsibility are targeted to Development Mechanism. undertaken any project related to
bring meaningful difference in the Clean Development Mechanism.
lives of its associated stakeholders.
5. Has the Company undertaken
3. Are there any special initiatives The Company has partnered with Yes, the Company has taken multiple
any other initiatives on clean
undertaken by the Company to Give India who is our Payroll Giving initiatives towards energy efficiency
technology, energy efficiency,
engage with the disadvantaged, partners. Employees are encouraged and use of renewable energy at
renewable energy and so on?
vulnerable and marginalised to sign up for payroll giving program its site. The Company’s policy is
If yes, please give hyperlink to
stakeholders? and contribute to the NGO’s of their posted at the link https://www.
web page and others.
choice. The beneficiaries of these f irstsource.com/wp - content /
NGO’s belong to the marginalized, uploads/2020/0 6/C SR-Polic y-
economically weak and disadvantaged 2020-V1.pdf
sections of the society, especially girl
6. Are the emissions/ waste The Company provides BPO services
child, underprivileged women and
generated by the Company which is a non-pollution generating
youth and persons with disabilities.
within the permissible limits Industry. There is no emission or
Besides this, in partnership with an
given by CPCB/ SPCB for the industrial wastes generated. The
NGO, the Company continues to
financial year being reported? general E-waste is disposed as per
support education of underprivileged
the PCB norms.
engineering graduates.
7. Number of show cause/ legal No show cause notices were received
notices received from CPCB/ by the Company either from CPCB or
Principle 5: Human Rights SPCB, which are pending (i.e. SPCB.
Businesses should respect and promote human rights: not resolved to satisfaction) as
on the end of the financial year
1. Does the policy of the Company Global Ethics Policy covers aspects
on human rights cover only of human rights and extends to all
the Company or extend to employees and contractors, group
the Group/ Joint Ventures/ companies, joint ventures and
Suppliers/ Contractors/ NGOs/ suppliers.
Others?
2. How many stakeholder No stakeholder complaint was
complaints were received in received in FY 2019-20.
the past financial year and
what percent was satisfactorily
resolved by the Management?

Principle 7: Public Advocacy 4. What is the Company’s direct The Company needs to spend an
contribution to community amount of ` 40.94 Million in various
Businesses, when engaged in influencing public and regulatory
development projects (Amount CSR activities during FY 2019-20, out
policy, should do so in a responsible manner:
in? and the details of the of which ` 1.92 Million were already
1. Does the Company represent The Company is a member of the projects undertaken)? spent by the Company (amount of
in any trade and chambers/ National Association of Software and ` 0.42 Million is yet to be spent as
association? If yes, name only Services Companies (NASSCOM). a result of the various limitations
those major ones that the caused by the COVID - 19 pandemic)
Company deals with and the balance amount of ` 38.59
2. Has the Company advocated/ Not Applicable Million has been transferred to the
lobbied through the corpus of the Group CSR Trust. The
above associations for the details of the amount incurred and
advancement or improvement areas covered are given in Annexure II
of public good? If yes, specify on Annual Report on Corporate Social
the broad areas (drop box: Responsibility Activities forming part
governance and administration, of Directors’ Report.
economic reforms, inclusive 5. Has the Company taken steps The total spend was contributed
development polices, energy to ensure that this community to the corpus of Group CSR Trust
security, water, food security, development initiative is which was formed to pursue CSR
sustainable business principles successfully adopted by the activities as may be permitted
and others) community? Please explain in under the Companies (Corporate
around 50 words Social Responsibility) Rules, 2014 as
Principle 8: Inclusive Growth amended.
Businesses should support inclusive growth and equitable

Principle 9: Value for Customers
development:
1. Does the Company have Yes, the Company considers Businesses should engage with and provide value to their
specified programmes/ Corporate Social Responsibility as an customers and consumers in a responsible manner:
initiatives/ projects in pursuit of important aspect of its operations. It 1. What percentage of customer Nil
the policy related to Principle 8? has aligned its thrust areas in line with complaints/ consumer cases is
If yes, provide details thereof the requirements of Schedule VII to pending, as on the end of the
the Companies Act, 2013. To oversee financial year?
implementation of various initiatives, 2. Does the Company display Not applicable
Company has formed a Board Level product information on the
Committee called Corporate Social product label, over and above
Responsibility (CSR) Committee. The what is mandated as per local
details of various CSR initiatives of the laws? Yes/ No/ N.A./ Remarks
Company are given in the Directors’ (additional information)
Report. 3. Cases filed by any stakeholder Nil
2. Are the programmes/ projects The projects were undertaken by against the Company regarding
undertaken through in-house both the internal teams as well unfair trade practices,
team/ own foundation/ external as through/ in-coordination with irresponsible advertising and/
NGO/ government structures/ external agencies like NGOs and or anti-competitive behaviour
any other organisation? Government Institutions. during the last five years and
3. Has the Company done any The CSR Committee do review impact pending as on the end of the
impact assessment for its assessment for its initiatives. Further financial year. If yes, provide
initiative? the corpus of “RP - Sanjiv Goenka details thereof, in about 50
Group CSR Trust” (“Group CSR words or so
Trust”), to which the Company has 4. Did the Company carry out any Consumer Satisfaction Survey is
contributed major amount, is also consumer survey/ consumer carried out by the Company every
pursuing the CSR activities permitted satisfaction trends? year to gauge consumer sentiments
under the Companies (Corporate and to take appropriate measures to
Social Responsibility) Rules, 2014 as improve customer satisfaction and
amended. experience.
For and on behalf of the Board of Directors
Shashwat Goenka
Chairman, Corporate Social Responsibility Committee
Mumbai
May 26, 2020

Management’s Discussion and Analysis of

Financial Condition and Results of Operations
The following discussion and analysis should be read in conjunction contract to (-)7.5% in 2020. Given the level of uncertainty in the
with the Company’s financial statements included herein and the current environment, actual outcomes could easily be well outside
notes thereto. The financial statements have been prepared in of this range, either on the upside or the downside.
compliance with the requirements of the Ind-AS. The Company’s
management accepts responsibility for the integrity and objectivity INDUSTRY STRUCTURE AND DEVELOPMENT
of these financial statements, as well as for various estimates and
In 2019, despite the challenges in global economy, the IT industry
judgments used therein. The estimates and judgments relating
maintained its resilience and continued its growth momentum
to the financial statements have been made on a prudent and
driven by higher growth within BPM services and strong demand
reasonable basis, in order that the financial statements reflect in a
for digital and IT services across leading industries and geographies.
true and fair manner the form and substance of transactions, and
Factors driving IT spend centred around enhancing productivity,
reasonably present the Company’s state of affairs and profits for the
operational efficiencies and improvement in product offerings.
year. Investors are cautioned that this discussion contains forward-
Infrastructure on Cloud, Cybersecurity, Big Data & Analytics,
looking statements that involve risks and uncertainties. When used
Artificial Intelligence (AI), Machine Learning (ML), Internet of Things
in this discussion, words like ‘will’, ‘shall’, ‘anticipate’, ‘believe’,
(IoT), Block Chain and edge computing are the key emerging trends
‘estimate’, ‘intend’ and ‘expect’ and other similar expressions, as
as opined by the global firms in the survey conducted by NASSCOM.
they relate to the Company or its business, are intended to identify
Organisations are shifting gears to more value-added and outcome
such forward looking statements. The Company undertakes
driven solutions. In the BPM industry, BPM 4.0 model is witnessing
no obligations to publicly update or revise any forward-looking
significant increase in its acceptance, focusing more on digital
statements, whether as a result of new information, future events,
intervention and reducing dependency on legacy processes.
or otherwise. Actual results, performances or achievements could
Technology Providers are continuously investing in initiatives that
differ materially from those expressed or implied in such statements.
will enable cost optimisation for their customers and improve their
Factors that could cause or contribute to such differences include
operational efficiencies.
those described under the heading ‘Risk Factors’ in the Company’s
prospectus filed with the Securities and Exchange Board of India As per NASSCOM’s Strategic Review 2020 report, the global IT-
(SEBI) as well as factors discussed elsewhere in this report. Readers BPM market stood at USD 1.5 trillion (excluding hardware) in
are cautioned not to place undue reliance on the forward-looking 2019 reflecting a growth of 5.6% over 2018. The IT services was
statements as they speak only as of their dates. at USD 729 Billion, a growth of 3.5% driven by increasing demand
for application development and management services. Global
Information provided in this Management Discussion and Analysis
sourcing in IT services was in the range of USD 121 – 123 Billion
(MD&A) pertains to Firstsource Solutions Limited and its subsidiaries
as against USD 113 – 115 Billion in 2018 reflecting a growth of
(the Company, on a consolidated basis, unless stated otherwise.
7.0% characterised by a shift from traditional services to digital
technologies, DevOps and Software as-a-service (SasS) models. The
GLOBAL ECONOMIC OUTLOOK
BPM industry grew at 4.5% to USD 208 Billion from USD 199 Billion
The fiscal year 2019-20 has been a challenging one for the global in 2018 led by increased SaaS adoption, Artificial Intelligence (AI)
economy due to several macro-economic factors including the and Intelligent Automation (IA). Intelligent Automation is emerging
demand challenges across several industries, the US-China trade as a key growth driver for the BPM industry as clients automate
war, Brexit uncertainty and more recently the outbreak of the recurring tasks and shift their focus on strategic work.
COVID-19 pandemic. This has significantly impacted the Global
growth outlook.
Global IT-BPM in 2019 ($ Bn)
As per International Monetary Fund’s (IMF) World Economic 5.3%
Outlook of April 2020, the global economy grew by 2.9% in 2019
and is expected to shrink sharply to (-)3.0% in 2020 (a downward 2019 729 208 590 1,527
revision to 3.3% growth forecast prior to COVID-19 hit). In the 1,526
5.3%
best-case scenario, as per IMF, the global economy is projected
to grow at 5.8% in CY2021 which is a partial recovery with an 2018 704 199 542 1,450
1,445
assumption that pandemic fades in the second half of CY2020,
as the restrictions imposed to contain pandemic are lifted across ITS BPM Products ER&D
markets thus allowing normal businesses to resume.
The United States economy grew at 2.3% in 2019 and is now Source : NASSCOM Strategic Review Report, 2020
estimated to shrink at (-)5.9% in 2020 and the United Kingdom is
US IT research and advisory firm, Everest Group, estimates that the
projected to contract at (-)6.5% in 2020 from a growth of 1.4%
Global services revenue is estimated to reach USD 221-226 Billion
in 2019. The Euro area grew at 1.2% in 2019 and is predicted to
in 2020, a growth in a range of 4%-6%, the lowest in past five years,

worsened by slowdown due to the COVID-19 outbreak and the In FY2020, the Company generated Revenues of ` 40,986 Million,
possibility of most of the economies entering into a recession. Indian representing a growth of 7.1% in rupee terms and growth 6.6% in
IT-BPM industry, which accounts for 40%-45% share of the global constant currency terms over FY2019. Composition of revenues
services industry is expected to see some slivers of opportunities, across several segments is as mentioned below :
though at a slower rate primarily due to the pandemic impact, tight
credit policies and slow economic reforms.
Revenue by Verticals
The spread of the pandemic has disrupted several industries across
countries, including the global IT-BPM industry. The disruption has 1.7% 2.4%
created an acceleration of remote working with an immediate focus 34.3% 32.7%

on assessing and stabilizing the end-to-end value chain. Coming
out of the COVID-19, there is likely to be an uptick in appetite for 28.0% 23.6%
digitisation and modernisation. The need to contain and reduce 41.3%

36.0%
costs will add to the attractiveness of these offerings. The new
normal post COVID-19 for organisations will most likely lead to FY19
BFSI Telecom & Media Healthcare
FY20
Others
rapid adoption of new technologies with accelerated velocity, high
leverage of technology in talent management, tech enabled ways of
remote working, integrated approach to location portfolio design,
reorientation of the Business Continuity Planning (BCP) and crisis
management. Customers are expected to revisit their strategy of Revenue by Geography
outsourcing and offshoring; few areas which could witness changes
include renewed focus on localisation and lower billing rates. 1.1% 1.4%
37.2%
Overall, in 2019 the industry performance showcased the 43.9%
increasing focus on the digital intervention across businesses

and the expansion of smarter services to cater to customers 55.0% 61.4%
across the globe. Rising momentum from clients for automation

FY19 FY20
to optimise costs and improve efficiency and implementation of India & RoW UK USA
digital technologies is expected to lead to consolidation as BPM

companies would target to achieve technical and domain expertise.
While next 6-12 months are clouded with uncertainty, over the
next few years, opportunities to co-create smart-solutions along
with customers is expected to become a norm for collaborative Revenue by Delivery
excellence. BPM solutions are expected to leverage this trend to
drive growth for the industry.
BUSINESS OVERVIEW 80.4% 75.9%
Firstsource is a leading Provider of customised Business Process

Management (BPM) services. The Company specialises in helping 19.6% 24.1%
FY19 FY20
clients stay ahead of the curve through transformational solutions Offshore Onshore
in order to reimagine business processes and deliver increased

efficiency, deeper insights and superior outcomes. We are trusted In the sections below, we capture some of the key highlights of the
partners to 100+ leading brands with presence in the US, the UK, industries that we operate in including drivers of growth and the
and India. Our ‘rightshore’ delivery model offers solutions covering changing business trends in the light of the digital transformation
complete customer lifecycle across Banking, Financial Services that is sweeping all sectors.
and Insurance, Healthcare, Communications Media & Technology,
as well other diverse verticals like Utilities and E-commerce. As of BANKING AND FINANCIAL SERVICES
March 31 2020, Firstsource had 21,203 professionals across 36
Modern banking is changing rapidly driven by significant changes in
delivery centres worldwide including facilities in India, the US, the
technology, rising consumer expectations, changing demographics,
UK and the Philippines. The current focus areas for the company are :
regulatory environment, economic changes and competition.
Communications, Banking & Financial Healthcare Diverse Industries Banks and financial institutions are increasingly adopting new
Media & Tech Services and emerging technologies to reduce cost, bring operational
• Streaming • Asset Finance • Hospital • Utilities efficiencies, enhance speed-to-market and deliver superior
Services • Credit Cards Providers • Government customer experiences. They are in the process of exploring huge
• Cable TV, • Mortgages • Health Entities opportunities presented by digitalisation, either by building in-
Broadband and • Retail & SME Services
house technologies or by associating with FinTech firms. Over past
Telephony Banking • Health Plans
few years, bank-FinTech relationship has grown rapidly mainly
• Consumer Tech • FinTech • PBMs
due to tech-sharing partnerships and investments. The increased
• E-Commerce
focus on the customer experience is one of key trend seen in the
• Shared Economy
industry right now. The industry has increased its focus towards

modernisation to get ready for future that has been boosted by Firstsource offers end-to-end solutions to these institutions across
digital transformation and next-gen technologies. Most banks the customer lifecycle - including acquisition, account servicing,
across the globe are focusing on emerging as a Technology Platform collections and retention, complaints handing and remediation,
with a banking licence. mortgage processing and invoice financing and asset based lending.
The surge in digital banking provides a tremendous opportunity for Collections and Recoveries:
banks to get connected closely to their customers and understand Firstsource provides debt collection and recoveries services for
and anticipate their needs. At the same time, many retail banks are Banks and financial Institutions. The company provides digital
struggling to adapt to the changing requirements of customers due collections, first and third party collections
to increasingly inefficient legacy systems. In a challenging industry,
The market size of the debt collection industry in the US is expected
stringent regulations and growing scrutiny is forcing banks to
to be USD 13.0 Billion in 2020, according to IBIS World report.
overhaul processes, products and systems to ensure compliance.
Within this, the focus is around credit card collections, auto loan
Firstsource has helped a number of leading banks, to transform their
collections and student loan collections. As per Federal Reserve’s
business operations, ensuring that they remain at the cutting edge
G.19 report of January 2020, the US credit card debt reached USD
of the industry, whilst delivering improved customer experiences.
1.09 trillion in December 2019, surpassing the USD 1.08 trillion
However, post COVID-19 crisis, conditions are likely to be vastly peak of 2008 recession. The total consumer debt (including student
different than in the recent past. There is a chance that most of the loans, auto loans, revolving debt) was at USD 4.19 trillion in 2019,
economies will enter into recession. Here is the time, when banks reflecting a growth of 4.5% from USD 4.01 trillion in 2018.
and financial institutions will have to reorganise their business
As COVID-19 impacts financial stability for most Americans,
and operating models for an environment of deteriorating asset
many anticipate trouble with credit card debt. However, in a
quality, higher loan loss provisioning costs, credit tightening, low
post-pandemic world, a large segment of the population is likely to
interest rates and capital restrictions. These challenges could be
face financial stress, which in turn could lead to higher defaults and
more pronounced for the FinTechs that have emerged in the recent
delays in collections and recoveries. Student loans are also likely to
years with very strong tech capabilities but haven’t experienced
be susceptible in case there is recession as the outstanding debt is
a recessionary cycle in their times. Their business models will be
at USD 1.7 Trillion. Permanently defaulted loans are ultimately the
stress-tested and would require them to make significant changes
burden of taxpayers, and the federal budget will pay out if the loan
to their operating model which currently is predicated on them
programme continues to lack revenue. Another emerging segment
owning each and every process and systems.
is the auto loans. Auto delinquencies present a large opportunity
Firstsource focuses across several segments including Retail with increasing debt, higher defaults and charge offs have started
banking (customer experience, transaction processing), Mortgages seeing an uptick which indicates higher volumes
(loan processing, servicing, title and valuations), Complaints
Lenders across are increasingly warming up to digital interventions
and Remediation (complaints handling, fraud management),
across their processes to reduce processing time, minimise
Collections and Recoveries (credit card collections, auto and
human intervention, reduce cyber fraud, automatic identification
student loan collections) and Commercial finance (invoice factoring,
of disputed debts, improved compliance with regulatory
risk management).
requirements, speed up decision-making, widening the base to
UK Retail and Commercial Banking: improve collectability and enhance customer experience. Analytics
The UK banking sector is the largest in Europe and the fourth-largest and AI models are widely being used to improve borrower
in the world. It includes over 300 banks and 45 building societies. profiling, predictions, customising settlement offers amongst
Big Four Banks (HSBC, Barclays, Royal Bank of Scotland and Lloyds others. Another emerging trend is that the self-serve digital tools
Banking Group) manage over 75% of UK current accounts and 85% are increasing gaining adoption as they let borrowers settle their
of business accounts. They also hold more than GBP 5 trillion in debt as per their convenience and avoid awkward conversations.
total assets and employ around 560,000 people. In the coming years, most of the debt collection agencies will use
modern technologies to take pre-emptive action to reduce their
Retail banking is increasingly becoming significantly competitive
exposure to debt.
and dynamic, which would result in the traditional banks losing
their market share. The traditional banks are encumbered by
their legacy systems and processes while the emerging fintech 180%
Student Loans Mortgages Autoloans Credit Cards
players are focusing customer, technology and agile innovation 160%

140%
advantaged by easy access to capital. Banking services are likely 120%
100%
to become highly personalised as customers demand intuitive 80%
digital delivery, superior customer service and tailored solutions.

60%
40%
Banks failing to provide quality customer experience will risk losing 20%
0%
customers and revenues -20% 2007 2008 2010 2012 2014 2016 2018
-40%
The industry is likely to witness increased consolidation with banks

Source : Bloomberg Data
seeking to acquire FinTech platforms to promote their digital
strategies and remain competitive in the era of challenger banks For a short period, the collection industry is expected to see some
and enhanced client experience will be a key driver moving ahead. push back amid the economic hardship caused by this pandemic.
In such an unpredictable environment, the digital debt collection

software/tools can play a crucial role in improving collections, growth can primarily be attributable to the rising focus on superior
making process faster, more accurate and deliver better outcomes. patient experience, reducing operational costs and improvements
in performance efficiency.
MORTGAGE MARKET
Global Healthcare BPO is segmented by Payer services represented
In 2019, the low mortgage rates revitalised the US refinance by the Health Insurance companies and Health Plans, Provider
housing market. The mortgage rates were historically low in the services represented by Hospitals, and Physician groups and
range of 3.5% – 4.5% in 2019 and are expected to remain low in another allied segments part of the Healthcare delivery value-
2020 which will help to keep housing demand strong in coming chain and the Pharmaceutical and Equipment manufactures that
years. In 2021, purchase originations are expected to reach total focus on drug and medical equipment manufacture, research and
USD 1.33 trillion and refinance originations to reach USD 432 Billion development, marketing and other non-clinical services.
(USD 1.76 trillion total)
Firstsource operates and focuses on the US Payer and Provider
segments. It provides an end-to-end suite of services to cater both
Mortgage Originations Forecast
$700 60%
the segments. The Company works for 3 of the top 5 Payers and
$600
$230
$323
51% 48% 50%

over 650+ hospitals in the US.
$148 $132 $114
$500 42% $145 $155 $168 $146 $108
$224
Payer Services:
$118 $111 40%
37% 37% 38% $105 $105
$101
$400 32%
$148 $128 $97 $105
The US Healthcare Payer market has seen increased momentum
30%
$300 31% 30% 29% 29% 31%
26%
26% 26% 20%
largely due to implementation of the Patient Protection and
24% 25% 24%
$200 23% 23%
10%
Affordable Care Act (PPACA) as the act expanded insurance access
$100
$204 $322 $334 $283 $214 $334 $346 $291 $228 $355 $375 $314 $245 $360 $380 $320 $235 $370 $390 $330
$0 0%
to more than 35 Million US citizens. This is further accentuated

Q1 2017
Q2 2017
Q3 2017
Q4 2017
Q1 2018
Q2 2018
Q3 2018
Q4 2018
Q1 2019
Q2 2019
Q3 2019
Q4 2019
Q1 2020
Q2 2020
Q3 2020
Q4 2020
Q1 2021
Q2 2021
Q3 2021
Q4 2021
Purchase (Bil $) Refinance (Bil $) Refinance Share (%)

by the ageing population in the US that is the driving growth in
Government programmes. More than 10,000 people are moving to
However, in the UK, the mortgage lending declined by 1% - 2% Medicare segment every day and the Medicaid Advantage market
in 2019 reaching to an estimated GBP 264 Billion. The mortgage is expected to double from 22.5 million to 40 million lives by 2030.
market is set to return to growth over the next two years owing to The increase in outsourcing is majorly led by services pertaining
lower levels of political uncertainty, as per new normal report from to payment integrity, risk adjustment, diseases management and
the Intermediary Mortgage Lenders Association (IMLA). utilisation management. The Payer industry has continued to adopt
value-based care as a consequence of rising costs and changing
Digital intervention is significantly changing the ways of working for
regulatory policies. Payers are now widening their role in the
the mortgage lenders. Long processing times and high operational
Healthcare industry through collaborations and partnerships with
cost are the key drivers. At present, the estimated average cost to
health systems and Providers and redefining their relationships
take mortgage loan in the US is around USD 9,000 per loan, as per
with independent. Through all of this, it has become imperative
Mortgage Bankers Association mainly due to numerous disparate
to adopt digital technologies to tackle internal inefficiencies and
systems and hours of manual work involved in the origination
unconventional external challenges.
process, however, just by automating manual tasks, the cost could
drop significantly. Going ahead, service Providers will try to exhibit an increasingly
digital-centric focus, which aims to tackle enterprise challenges and
Another growth trend in the mortgage industry has been around
improve business outcomes by ramping up their digital capabilities
servicing. Non-bank servicers are aggressively expanding their
centered around cloud adoption for better control over Healthcare
servicing businesses through portfolio purchases of Mortgage
data, develop newer models of core administration platforms,
Service Rights (MSRs) while also continuing to expand their
adopt a customer first attitude to improve customer experience
portfolio of loans serviced. Mortgage servicers have now increased
due to increase in consumer interests and demands and lastly move
their focus on using digital services in their workflows to automate
towards data exchanges uncovering potential for monetisation of
repetitive and tedious tasks in order to reduce human intervention
Healthcare data. Another increasing trend has been around the
and also to reduce costs. This increases the available opportunity
collaboration and consolidation amongst the traditional Payers,
spectrum for Firstsource.
Pharmacy Benefits Managers and Providers leading to emergence
The highly rule based and complicated mortgage industry is of more vertically integrated Healthcare supply chain players.
changing swiftly to enhance customers’ demands, increase The industry is also witnessing a rapid shift from Episodic Care to
operational efficiency and reduce costs. Firstsource provides Continuous Care leading to significant increase in investments in
customer-centric solutions across the mortgage value chain. the Virtual Care.
The offerings for originators and servicers focus on enhancing
Provider Services:
customer experience, making business processes more efficient
The Healthcare BPM focused on Provider services are segmented
thus expanding productivity and generating desired returns.
into medical billing, medical coding, medical transcription and
revenue cycle management (RCM). The hospice care and clinical
HEALTHCARE
service providers spend in the US is around USD 400 Billion
Healthcare continues to maintain its growth momentum. As per every year on administrative processes (majorly revenue cycle
Market Data Forecast report, the Global Healthcare BPM market is management). For health systems plagued with financial issues,
estimated to touch USD 337.8 Billion by 2024 from USD 211.6 Billion spending 20-25% of their total spend on non-core activities is
in 2019, growing at a CAGR of 9.8% from 2019 to 2024. Market untenable. In such an environment, health systems are actively

seeking third-party support to manage their administrative spend in 2019 as growth in the broadband business continues unabated
better giving rise to the RCM outsourcing industry. and business services become a major contributor to revenue.
Hospital RCM market at USD 12.7 Billion is 96% of the total RCM
market in 2019 and is expected to grow by 45% to USD 18.4 Billion Consumer Spending on
by 2024. Key trends defining the RCM segment include increase Video Streaming Services ($ Billions)
in uncompensated care costs, shifting of control from Federal
$ 21.9
govt. to states, significant increase in patient responsibility,
increased acceptability towards offshoring and focus on digital $ 17.7
interventions including tech platforms, automation and analytics. $ 14.1

Even technology vendors are expanding their capabilities to offer $ 9.4
services as core needs like patient accounting system and claims $ 6.7
$ 5.3
management are saturated with vendors. Another rising challenge
is the significant shift towards the Patient Self-pay. There has been
a multi-fold increase in patients opting for self-pay over the last
2015 2016 2017 2018 2019 2020
10 years. Hospitals that have mandatory Pre- or Point-of-Service
collections for outpatient services increased from 9% to 32% in Video continues to comprise over two-thirds of the total revenue
the recent years. for subscription streaming services (music accounts for just under
a third) and are predicted to keep increasing at a strong pace for
Hospitals and physicians are increasingly outsourcing their
2020, up 24% to USD 21.9 Billion.
processes to RCM service providers. The key focus continues to
be on patient experience and its impact on reimbursements which According to Moody’s Investors Service release of October 2019,
makes it mandatory for hospitals to adopt Automation (RPA/AI/ML) the outlook for the US cable television industry has been changed
to improve efficiency. to stable from positive. Steady broadband growth will be outpaced
by accelerating losses in video and voice RGUs (Revenue Generating
The Healthcare industry is shifting rapidly from Fee-for-Service to
Units). As demand for high-speed, reliable wireline broadband
value-based care. Consumers are also becoming more discerning
remains strong, more customers are cutting the cord on cable
and value-conscious, they expect personalisation, convenience,
TV in support of streaming services. But, the increase of mobile
quality and affordable Healthcare services. In the aftermath of
wireless subscriptions is expected to offset these benefits. If mobile
COVID-19, providers are expected to adopt newer methods of
additions continue on pace with recent history, the gains over the
care delivery, with a sharp focus on telehealth and telemedicine
next 12-18 months could be sufficient to hold constant the total
to enable remote health monitoring and management. Improving
number of RGUs. The Moody’s report also states that the rate at
customer experiences through applications, growing adoption
which broadband is replacing video subscriber losses today is the
of value-based care, and latent data assets will be some of the
lowest it’s been in five years and is anticipated to drop further over
other focus areas. Digital technology enabled virtual health, a
coming years, though the rate is expected to be above 1.25x.
method of delivering health care via digital and telecommunication
technologies, is likely to become a mainstay of a next-generation, Pressure on video is intensifying, as the number of over-the-top
patient-focused, digitally enabled health care delivery model. (OTT) streaming video services is increasing, along with growing
market coverage and subscriber counts. As the definitive success
The Healthcare Provider industry is expected to improve care
of these services is uncertain, pricing can be much lower than
outcomes, keep pace with changing regulatory policies, and
pay TV and the value proposition is evident in the traction, with
stay competitive in the face of disruptions, all the while keeping
the increase of cable video subscriber losses over the last year.
Healthcare costs in check. Hospitals are consolidating and there is
Meanwhile, 5G promises very high-speed wireless broadband in
an increased traction in hospitals signing up physician groups as well
both fixed and mobile networks, which is expected to compete
as entering into JVs with services firm to keep themselves relevant.
with the cable industry’s wireline broadband.
The ongoing transition is resulting in the consolidation of providers,
including hospital and health system mergers, collaborations In the aftermath of COVID-19, as more people stay home,
between Payers and providers, and more accountable care self-isolation and quarantine measures could increase media
organisations being set up. consumption in the home. This may result in an increased use of
entertainment services such as video on-demand and gaming,
At a time where consumerism has taken centre stage, Payers and
benefitting companies in cable TV (e.g. AT&T, Comcast, Sky, Virgin
Providers that fail to respond to the imperatives of this trend will
Media) and streaming business (e.g. Netflix, Prime, Disney+, Now
risk losing relevance as the move to value-based payment gains
TV). This is based on the assumption that subscribers will have
traction and only the consumer-savvy organisations will thrive in
more time at their disposal and that some of it would convert into
this battle of the fittest.
increased viewing hours leading to lower churn (early results show
an upswing of a massive 60% in the amount of content watched in
COMMUNICATIONS, MEDIA AND TECHNOLOGY
the US). While it would certainly hold in the short-term, implications
Despite headwinds from rising consumption of online video content, in the long-term will be complicated – driven strongly by how
growing SVOD (Subscription based Video On Demand) and other providers adapt to changes in customer behaviour. The suspicion
online video competitors, cable network providers had a good year is because as economic hardship of pandemic starts trickling down,
customers will be driven to let go of their discretionary spending

with entertainment budget most likely be a part of that cut. The The repercussions from COVID-19 may create new usage patterns
extent of the disruption will likely depend on the type of content and needs across the board from residences to office, retail,
that media companies produce and distribute. education, Healthcare, hotels and restaurants, institutional and
commercial/industrial space. First, given the downtime and its
The trends that will drive Communication, Media and Technology
potentially extended economic effects, finding cost reductions
Industry include Augmented and Virtual reality taking centre stage
for customers will become even more of a priority. Second, the
particularly in a wide range of enterprise apps, Ad-supported video
experience could increase the need for flexibility and adaptability
which is becoming the medium of choice for delivering streaming
in homes, schools, and businesses. This also increases the onus
video to customers in the Asia Pacific region and a rise in mergers
on consumers to be able to alter power usage to reflect changing
and acquisitions for companies to strengthen their content libraries
social distancing guidance.
and to stay ahead in competition.
Firstsource understands that the core objective of Utilities
As digital continues to transform the broadcasting and pay TV
organisations is to reduce the cost to serve while maintaining
industry, Firstsource helps clients provide effective technical
customer centricity. We help Utilities client maximise
support and deliver exceptional customer experiences using next-
profitability and:
generation customer experience service offerings.
• Achieve the lowest operating model in the Utilities sector
UTILITIES by utilising advanced tools and technologies and remaining
innovative while driving down costs;
Traditionally, Utilities as a sector has been a slow mover in
adoption of technological changes but now the trend seems to • Develop retention strategies to improve lifetime value of the
be changing. The continuous quest for operational efficiencies, customer, reducing the cost of acquisition;
rising competition, changing customer’s demand and increasing
• Accelerate digital deployment strategies to ensure the solution
regulatory control have set the stage for widespread digital
is fit for the smart digital utility customer;
transformation in the Utilities sector.
• Harness RPA in a regulated environment to create efficient end-
The willingness to outsource to third-party service providers some
to-end processes, freeing up people to increase the focus on
of the operational activities underpinned by latest technologies
value creating work over pure transactional activity.
such as IoT, big data analytics, robotics and AI are set to reshape the
competitive landscape of the sector. Robotics process automation Our approach is to work with clients to develop solutions that
(RPA) and Artificial Intelligence (AI) are playing a pivotal role in provide a seamless customer journey, optimising each experience
managing the balance between demand and supply, boosting a customer has with them to help improve loyalty.
efficiencies in all the entirety of the value chain, innovating the
customer experience and transforming business models. COMPETITION
An Ovum report states that the number of outsourcing contracts The BPM services market is growing rapidly and continues to be
awarded by Utilities in Europe and North America is set to highly competitive. The Company expects the competition to
grow steadily over the next 12 months as the industry faces intensify. The Company faces different set of competitors in each
unprecedented pressure. The report further identifies the areas of its business units. A number of the Company’s international
Utilities will look to outsource would include Customer Support, competitors are setting up operations in India. Further, many
back-office activities and complaints handling. In addition, Utilities of the Company’s other international competitors with existing
implementing smart energy initiatives will present significant operations in India are expanding these operations, which have
opportunities to systems integrators. become an important element of their delivery strategy.
The UK government has announced that by 2020, they want every In the Healthcare business the Company primarily competes with:
home and small business to have a smart meter installed in their
• Large global IT companies such as NTT Data, HP, CSC,
home or premises. That’s 53 Million meters in 30 Million properties.
IBM, Accenture;
The ongoing roll-out of smart meters across the UK is turning an
ageing area of the market into one of the most innovative and • BPM divisions of IT companies located in India including
forward-thinking in the world. This wave of tech adoption reflects Wipro and Cognizant;
just one aspect of the ongoing transformation in UK’s energy
• Healthcare focused Revenue Cycle Management companies
market, many more are expected to come.
located in the US such as Parallon, Navigant Cymetrix, R1 RCM,
Energy efficiency today is far more than weatherisation. This is where Change, Cardon (MedData-MedNAX), Conifer group etc;
technology will help the companies respond to greater complexity
• Healthcare focused offshore BPM providers, particularly in India
in usage patterns. For example, building automation systems will
such as Sutherland Global, Conduent, HGS, Exela Technologies;
help Utilities and customers personalise facilities to lower demand-
side energy usage and reduce ownership and operating costs • Large global consulting groups such as PWC (RCM service
even as usage restrictions change. Further, Utilities are employing and consulting).
Artificial Intelligence and Machine Learning technology to interpret
In the BFS business segment the Company primarily competes with:
customer meter data and optimise the services provided as well as
realise network and programme efficiencies. • Large UK based BPM companies such as Capita and Serco;

• Large global IT companies located in the US and Europe such as TALENT ENGAGEMENT & RETENTION
IBM, Accenture, Dell, Xerox, HP and Capgemini;
Firstsource has a multi-generational and multi-cultural global
• Large global diversified Receivable Management and workforce. With talent engagement being a significant element of
Collections companies such as Convergys; an employee experience, we create a delightful and inclusive talent
culture through customised employee wellness, recognition and
• Credit Card Collection / recovery focused companies such as
communication initiatives.
iQOR, GC Services, Alltran, Client Services, NCI, Alliance One,
Radius and Teleperformance, FirstWorld, our global digital internal communication platform
captures all updates about Firstsource and Firstsourcers.
• Mortgage focused companies, largely in the UK and the US such
Transparent, effective and regular communication is the key focus.
as Sutherland, TCS, Infosys, Wipro and Accenture
This is delivered through Open Houses anchored by our CEO and
• BFS focused offshore BPM providers, particularly in India such the Leadership team, skip meetings, goal cascade sessions etc.
as Genpact, WNS, EXL;
Lifecycle surveys and Annual Global Employee Survey are our formal
• BPM divisions of IT companies located in India including TCS, employee feedback processes and have been serving as key inputs
Infosys, Wipro, HCL; into our people practices over the years. We launched FirstConnect,
a global platform for grievance resolution. FirstConnect, an in-
• Captive operations of our clients.
house tool, aims to better resolve and track employee concerns/
In Media & Utilities business the Company primarily competes with: feedback/grievances in a timely and effective manners.
• Large global BPM companies such as Convergys, Sitel, TeleTech, At Firstsource, we foster a culture of recognising and celebrating
Sykes, Conduit, Transcom and Accenture etc; great performance, desired behaviour and employee loyalty.
• Media & Utilities focused onshore BPM providers, particularly Toward this, we launched FirstReward, our reward and
in the UK such as Serco, Capita, Web-Help; and recognition tool in partnership with Vantage Circle. This tool
helps in strengthening our culture of recognition by allowing all
• BPM divisions of IT companies located in India including HCL,
Firstsourcers across the globe to recognise the achievements of
Tech Mahindra, Infosys, Wipro and Concentrix.
high performing and loyal employees who uphold the values of
the organisation. This tool provided ‘always on time’ recognition
HUMAN RESOURCES
in the form of monetary and non-monetary awards by peers,
subordinates, supervisors and leaders. Since the launch in August
TALENT ATTRACT
2019, globally 12000+ employees were appreciated and 2500+
At Firstsource, people are core to the success of our business. Our employees were rewarded through the tool.
commitment is our Employee Value Proposition – Aspire. Achieve.
Our robust Fitsource wellness programme ensures all employees
Advance. The key focus for our Talent Acquisition CoE in FY2020
are able to be their best selves at work. Mental and physical
was on hiring the right talent and ensuring a seamless digital
wellbeing is driven at an enterprise level with multiple ongoing
recruitment experience for our candidates and recruiters. Moving
initiatives. This year we held awareness programmes and training
to Taleo (an Oracle based platform) brings Sourcing, Recruiting,
for people managers on mental health. Fitness activities, sports
Onboarding, Reporting & Analytics onto one digital platform
tournaments, medical camps, regular check-ups, etc. were
enabling us to reach our goal of digitizing as well improving the
conducted on an ongoing basis.
candidate experience.
The success of the RMS implementation in the US and the UK INCLUSION AND DIVERSITY
geographies, lies in the fact that we have hired 2700+ employee
IDEAL (Inclusion Diversity Empathy Awareness and Leadership)
through Taleo in the last few months. Implementation of the RMS in
- Our vision is to sustain an actively inclusive environment that
India and the Philippines is underway and will go live in April.
embraces, respects and leverages the diversity of our employees,
customers, clients and the communities we live in. We strive to
TALENT INTEGRATION
build I&D into the DNA of our culture, leadership accountability
Talent Integration is a critical stage in the employee lifecycle and organisational capability, driving a safe environment for our
as it not only ensures a positive first experience, but also drives employees to be themselves without judgements and inhibitions,
better performance and engagement. At Firstsource, integration weaving it into all aspects of an employees’ journey.
is not only for new joiners but also for other transition stages of
employee lifecycle namely returning to work post maternity leaves, PERFORMANCE ENHANCEMENT PROCESS
expatriation to another location, changing roles etc.
Achieve. Collaborate. Enhance – that is ACE, the performance
This year the focus was on designing a standardised on-boarding enhancement process at Firstsource aims to help all Firstsourcers
process for various employee workgroups and making it virtual perform at their best. Continuing our journey to transform
through motivating videos by leadership and employees, our process from performance management to performance
inspiring and informative functional overviews and gamified enhancement, in FY2020, positive impact areas have been:
engagement activities.
• More structured goal cascade resulting in more aligned goals;

• A 30% increase in ongoing performance dialogues for Our main focus was on employee safety and wellness. Through the
regular feedback; weeks our leadership and HR team have engaged with Firstsourcers
across the globe – educating, engaging and empathising with them
• Better performance enhancement training for people managers.
– helping them deal with the pandemic crisis. Our “It’s my Week”
initiative has been connecting our employees, marking every day
TALENT MANAGEMENT
as a theme for the organisation and running various initiatives, on
Through our Talent Management process, we continue to identify health, mindfulness, connection and fun for everyone.
top talent and groom them for succession readiness. iExcel, our
One fallout of the lockdowns was the increased focus on remote
leadership development programme aims at providing customised
working and we have been investing a lot in building effective
learning opportunities to our leaders to prepare them for future
virtual and remote experiences for our people across the employee
roles. The Talent Management function consists of the Talent
lifecycle. From moving 100% to remote hiring, to creating gamified
Review Process, as well as the Top Talent Development Programme.
and video interfaces for onboarding, to upskilling managers to
The programme offers our high potentials the opportunity to hone
work effectively in remote settings, to providing mobile-friendly
and refine their skills, with a focus on engagement, performance
e-learning, several programmes have been running simultaneously.
enhancement, and succession planning.
These initiatives by HR in FY2020 set the scene for FY2021 to be a
In FY2020, the top talent pool, post identification through our
seamless, productive, virtual-friendly, and uniform experience for
structured talent reviews, were offered special interventions, such
both employees and the organisation at large.
as app-based learning, curated learning, webinars and seminars,
and executive coaching.
DISCUSSION ON FINANCIAL POSITION RELATING TO
In FY2020, we also launched the second year of our Mentoring OPERATIONAL PERFORMANCE
programme, where mentees were aligned to a senior leader within
the firm to serve as their mentor. This global programme continues SHAREHOLDERS’ FUNDS
throughout the entire year.
The authorised share capital of the Company is ` 8,720.00 Million
with 872 Million Equity shares of ` 10 each. The paid up share
LEADERSHIP AND MANAGEMENT DEVELOPMENT
capital as of March 31, 2020 stands at ` 6,938.27 Million compared
(FIRSTSOURCE ACADEMY)
to ` 6,910.65 Million as of March 31, 2019.
The Firstsource Academy builds technical, functional, leadership
The increase in equity share capital of ` 27.62 Million is on account
and behavioural competencies in Firstsourcers through a
of allotment of 2,761,750 shares to employees as stock options.
blended multi-channel approach that is accessible across levels
and geographies. Along with building capability for today, we The Other equity of the Company increased from ` 20,296.31
focus on making our workforce future ready by investing in Million to ` 20,715.55 Million. The details of increase in Reserves
learning of future readiness learning and technologies. Impact and surplus by ` 419.24 Million are as below:
for programmes offered by Firstsource Academy is tracked upon
revenue generation, cost savings, performance enhancement,
Increase on account of:
innovation and career progression.
Profit for the year less appropriation 3,229.56
In FY2020, the Academy revamped Jetset, the flagship programme
Premium received on shares issued during the year 73.70
for Team Leaders Development, aligning it more sharply to
Exchange Difference on consolidation of non- integral 1,245.09
evolving operational needs, and rooting it on our new operational
subsidiaries/entities
competency framework that builds readiness for not just current Special Economic Zone re-investment reserve 158.78
but larger roles and responsibilities.
Decrease on account of:
The Academy in FY2020, also saw a greater move into the space Dividend (including tax on dividend) (3,762.03)
of self-paced learning through e-learning and targeted online Transition impact on adoption of Ind AS 116 (395.10)
offerings from our e-learning partners Skillsoft and Udemy,
Treasury shares (89.35)
and new offerings like Blinkist (the audio-visual reading app for
leadership development). Effective portion of cash flow hedges (38.98)
Employee stock option reserve (2.43)
Our flagship FRL (Future Ready Learning) programme- has a
Net Increase/(Decrease) in Reserves and surplus 419.24
multi-pronged approach to build digital readiness. This year
we continued education and upskilling of target groups of
Firstsourcers on Artificial Intelligence, Big Data, Machine Learning MINORITY INTEREST
and emerging technologies
Minority interest is created on account of 74% consolidation of
Firstsource Dialog Solutions (Private) Limited, Sri Lanka.
COVID- 19 RESPONSES
Minority interest as of March 31, 2020 is ` 5.88 Million as compared
In March 2020, with the outbreak of the COVID-19 crisis across
to ` 5.89 Million as of March 31, 2019.
the globe, there was a need for a concerted effort in engaging,
developing, and attracting the best talent even through
turbulent times.

LONG-TERM BORROWINGS OTHER LIABILITIES

Unsecured long-term borrowings represent loan from banks and Other current liabilities include amount payable towards Value
non-banking financial companies. added tax and tax deducted at source and statutory liabilities,
subsequently paid on due dates.
Secured long-term borrowings outstanding as of March 31, 2020
were ` Nil as compared to ` 9.16 Million as of March 31, 2019. The
GOODWILL
net decrease was on account of movement of reclassification long
term finance lease obligation from non-current to lease liability Goodwill as of March 31, 2020 was ` 22,323.56 Million as compared
under Ind AS 116. Unsecured long-term borrowings outstanding as to ` 20,451.72 Million as of March 31, 2019.
of March 31, 2020 were ` 27.76 Million as compared to ` 60.32
The increase in goodwill during the year was ` 1,871.84 Million.
Million as of March 31, 2019. The net decrease was on account of
This increase was due effect of restatement of non-integral foreign
repayment of loan from NBFCs.
subsidiaries at year end exchange rate.
DEFERRED TAX LIABILITIES
FIXED ASSETS
Deferred tax liabilities as of March 31, 2020 were ` 734.95 Million
The net block of tangible assets, intangible assets and capital work-
as compared to ` 460.70 Million as of March 31, 2019. This is due to
in progress amounting to `1,912.08 Million as of March 31, 2020 as
increase in deferred tax liability on goodwill amortisation, deferred
compared to ` 1,795.43 Million as of March 31, 2019, resulted in a
tax liabilities created on lease liabilities arising due to adoption of
net increase of the assets to the extent of ` 116.65 Million.
Ind As 116 of ` 55.71 Million and decrease in deferred tax assets
on business losses carried forward by ` 205.44 Million, offset by This is majorly due to net additions of ` 844.93 Million and upward
exchange movement. exchange rate impact of ` 80.08 Million offset by depreciation
charge for the year amounting to ` 808.36 Million.
LEASE LIABILITIES
RIGHT OF USE ASSETS
Effective April 01, 2019 (date of initial application), the Group has
adopted the Indian Accounting Standard 116 on Leases (‘Ind AS Effective April 01, 2019 (date of initial application), the Group has
116’), notified by the Ministry of Corporate Affairs, which replaces adopted the Indian Accounting Standard 116 on Leases (‘Ind AS
the existing lease standard Indian Accounting Standard 17 on 116’), notified by the Ministry of Corporate Affairs, which replaces
Leases (‘Ind AS 17’). the existing lease standard Indian Accounting Standard 17 on
Leases (‘Ind AS 17’).
Lease liabilities for the company as of March 31, 2020 were
` 5,123.15 Million as compared to ` 4,460.11 Million as on transition Right of use assets of the company was ` 4,472.92 Million as
date as at April 01, 2019. compared to ` 3,928.41 Million on transition as at April 01, 2019.
This increase is majorly on account of net additions of ` 1,374.41
PROVISION FOR EMPLOYEE BENEFITS Million offset by depreciation charge for the year amounting to
` 1,043.64 Million.
Provision for Employee Benefits represents provision for gratuity
and compensated absences liability to employees based on
INVESTMENTS
actuarial valuation done by an independent actuary. These
provisions as of March 31, 2020 were ` 487.28 Million as compared The investments of the company represent non-current
to ` 451.62 Million. The increase in short term provisions from last investments of ` 122.09 Million and current investments of ` Nil as
year is due to increase in provision for compensated absences. on March 31, 2020 as compared to ` 121.59 Million and ` 1,217.50
Million respectively as on March 31, 2019.
SHORT-TERM BORROWINGS
DEFERRED TAX ASSETS
Short-term borrowings as of March 31, 2020 were ` 8,341.42
Million as compared to ` 5,389.86 Million as of March 31, 2019.The Deferred Tax assets of the company as of March 31, 2020 were
movement is on account of, increase in line of credit from bank of ` 2,511.30 Million as compared to ` 2,314.68 Million as of March
` 2,951.56 Million. 31, 2019. This increase majorly is on account of MAT credit created
during the year ` 82.41 Million, decrease in deferred tax liability on
TRADE PAYABLES cash flow hedges ` 22.02 Million, offset by decrease in property,
plant and equipment ` 21.25 Million and deferred tax assets
Trade payables as of March 31, 2020 were ` 952.81 Million as
created on lease liabilities arising due to adoption of Ind As 116 of
compared to ` 901.75 Million as of March 31, 2019.
` 106.17 Million.
OTHER FINANCIAL LIABILITIES
INCOME TAX ASSETS
Other current financial liabilities as of March 31, 2020 were
Income Tax assets of the company as of March 31, 2020
` 1,964.52 Million as compared to ` 1,532.91 Million as of March
were ` 783.64 Million as compared to ` 776.51 Million as of
31, 2019. The Increase in other financial liabilities is on account
March 31, 2019.
of increase in employee benefit payable, advance from customer
and book credit, offset by decrease in current maturities of long
term borrowings.
OTHER NON-CURRENT ASSETS Particulars FY2020 FY2019
The other non-current assets of the company as of March 31, 2020 ` Million % of ` Million % of
were ` 1,976.90 Million as compared to ` 2,068.98 Million as of Income Income
March 31, 2019. This decrease is due to decrease in non-current Income from services 40,501.92 - 37,867.07 -
portion of deferred contract cost and unexpired rebate from Other operating income 484.22 - 395.70 -
customer offset by increase in capital advances during the year. Revenue from operations 40,986.14 100% 38,262.77 100%
EXPENDITURE
TRADE RECEIVABLES
Personnel cost 27,735.33 67.7% 25,572.59 66.8%
Trade receivables amount to ` 5,567.18 Million (net of provision
for doubtful debts amounting to ` 216.23 Million) as of March Other expenses 6,961.93 17.0% 7,335.51 19.2%
31, 2020 as compared to ` 3,871.89 Million (net of provision for Operating EBITDA 6,288.88 15.3% 5,354.67 14.0%
doubtful debts amounting to ` 166.24 Million) as of March 31, (Earnings before Interest,
2019. These debtors are considered good and realisable. The Tax and Depreciation)
need for provisions is assessed based on various factors including Depreciation 1,852.00 4.5% 744.35 1.9%
collectability of specific dues, risk perceptions of the industry in and amortisation
which the customer operates and general economic factors which Operating EBIT (Earnings 4,436.88 10.8% 4,610.32 12.1%
before Interest and Tax)
could affect the Company’s ability to settle claims.
Finance charges 583.21 1.4% 290.00 0.8%
Debtors’ days as of March 31, 2020 (calculated based on per- Share in net (profit) / loss (0.01) 0.01
day sales in the year) were 50 days, as compared to 37 days as of of associate
March 31, 2019. The Company constantly focuses on reducing its Other income 88.43 0.2% 38.87 0.1%
receivables period by improving its collection efforts.
Profit before tax 3,942.11 9.6% 4,359.18 11.4%
CASH AND BANK BALANCES Provision for taxation

- Current tax expense 282.35 0.7% 343.63 0.9%
Cash balance represents balance in cash with the Company to meet
(including MAT)
its petty cash expenditures. The bank balances in India include - Deferred tax charge 262.91 0.6% 237.78 0.6%
both Rupee accounts and foreign currency accounts. The bank
balances in overseas current accounts are maintained to meet the Profit after tax before 3,396.85 8.3% 3,777.77 9.9%
minority interest
expenditure of the overseas subsidiaries and branches. The cash
Minority interest (0.01) 0.0% (0.09) 0.0%
and bank balance as of March 31, 2020 was ` 1,907.49 Million as
compared to ` 473.84 Million as of March 31, 2019. This Increase in Profit after tax 3,396.86 8.3% 3,777.86 9.9%
cash was due to cash generated from operating activities offset by
cash used in payment of dividend and investing activities.
INCOME
OTHER FINANCIAL ASSETS (CURRENT AND NON– Income from Services
CURRENT) Income from services increased by 7% to ` 40,501.92 Million
in FY2020 from ` 37,867.07 Million in FY2019. The Company
Other Financial Assets as of March 31, 2020 were ` 2,882.99
attributes this increase in its income from services to new business
Million as compared to ` 2,425.87 Million as of March 31, 2019.
from existing clients and addition of few new clients. The average
The increase in these assets was on account of increase in unbilled
exchange rate for consolidation of subsidiaries for USD and GBP in
revenue, MTM on foreign currency forward contracts and deposits
FY2020 was ` 70.86 per USD and ` 90.10 per GBP as compared to
given for new centres.
` 69.84 per USD and ` 91.65 per GBP in FY2019.
OTHER CURRENT ASSETS
CONSOLIDATED REVENUES BY SEGMENT
The other current assets of the Company as of March 31, 2020 were
The Company serves clients for Customer Management,
` 1,410.29 Million as compared to ` 1,239.40 Million as of March
Healthcare, Collections and mortgage business. Clients from
31, 2019. This increase is due to increase in prepaid expenses,
Customer Management accounted for 40% (FY2019: 47%),
indirect taxes recoverable offset decrease in other advances.
clients from Healthcare accounted for 33% (FY2019: 35%), clients
from Collections accounted for 11% (FY2019: 9%), clients from
RESULTS OF OPERATIONS
Mortgage accounted for 16% (FY2019: 9%) of the income from
The table below sets forth, for the periods indicated, certain income services in FY2020.
and expense items for the Company’s consolidated operations:

The following table gives a segment-wise breakdown of the income Amount (` Million)
from services for the corresponding periods: Particulars FY2020 FY2019
Amount (` Million) Amount % Amount %
FY2020 FY2019
Client concentration to
Business Segment revenues
Customer Management 16,214.89 17,911.03 Top Client 8,534.38 21% 9,265.75 24%
Healthcare 13,310.56 13,094.80 Top 5 customers 16,660.22 41% 15,693.44 41%
Collections 4,409.67 3,536.29 All clients 40,501.92 100% 37,867.07 100%
Mortgage 6,566.80 3,324.95

In FY2020, the Company had top client accounting for 21% of the
Total 40,501.92 37,867.07 income from services compared to top client accounting for 24% of
its income from services in FY2019.
CONSOLIDATED REVENUES BY GEOGRAPHY
The Company derives a significant portion of its income from a
The Company serves clients in North America, the UK and India. limited number of large clients. In FY2020, the Company had 13
Clients from North America accounted for 62% (FY2019: 55%), clients contributing individually over ` 500 Million each in annual
clients from the UK accounted for 37% (FY2019: 44%), clients from revenues as compared to 14 in FY2019. In FY2020 and FY2019,
India accounted for 1% (FY2019: 1%). The following table gives a income from the Company’s five largest clients amounted to
segment wise breakdown of the income from services for the ` 16,660.22 Million and ` 15,693.44 Million respectively, accounting
corresponding periods: for 41% and 41% of its income from services respectively. Although
the Company continues to increase and diversify its client base, it
Amount (` Million)
expects that a significant portion of its income will continue to be
FY2020 FY2019 contributed by a limited number of large clients in the near future.
Geography
UK 15,025.12 16,617.46
OTHER OPERATING INCOME
US 24,907.59 20,850.00 Other operating income/ (expense) of ` 484.22 Million in
FY2020 (FY2019: ` 395.70 Million) includes exchange gain of on
India and rest of the World 569.21 399.61
restatement and settlement of debtor balances and related gain /
Total 40,501.92 37,867.07 (loss) on forward/ option contracts as these transactions relate to
the operations of the Company.
CONSOLIDATED REVENUES BY INDUSTRY
EXPENDITURE
Healthcare accounted for 33%, Telecommunications & Media
Personnel costs
accounted for 24% and Banking, Financial Services & Insurance
Personnel costs increased by 8.5% to ` 27,735.33 Million in FY2020
41% and other accounted for 2% of income from services in
from ` 25,572.59 Million in FY2019, with the number of employees
FY2020 and 34%, 28%, 36% and 2% of income from services
increasing to 21,203 as of March 31, 2020 from 18,712 as of March
respectively in FY2019.
31, 2019. As on March 31, 2020, 9,753 employees were employed
The following table illustrates a breakdown of the income from outside India and 11,450 employed in India as compared to 9,744
services for the periods indicated. employees outside India and 8,968 employees in India as at end of
FY2019. The increase in cost is attributed to increase in number of
Amount (` Million)
employees across the globe and annual increments.
FY2020 FY2019
Operating Costs
Business Segment Operating costs for FY2020 amounted to 17% of the income for
BFSI 16,738.33 13,617.29 that period, as compared to 19.2% of income in FY2019. Operating
Telecom & Media 9,544.58 10,604.26 costs decreased to ` 6,961.93 Million in FY2020 from ` 7,335.51
Million in FY2019. This decrease is mainly on account on reduction
Healthcare 13,260.89 13,001.32
in rent expense on account of adoption of IND AS 116 by ` 844.97
Others 958.13 644.20 Million. Increase in other operating expense other than rent is
Total 40,501.92 37,867.07 majorly due to increase in operating expenses with high variability.
OPERATING EBITDA (EARNINGS BEFORE INTEREST, TAX

CLIENT CONCENTRATION
AND DEPRECIATION)
The following table shows the Company’s client concentration
As a result of the continuing operations, operating EBITDA increased
by presenting income from the top client and top five clients as a
by ` 934.21 Million to ` 6,288.88 Million in FY2020 from ` 5,354.67
percentage of its income from services for the periods indicated:
Million in FY2019. Operating EBITDA in FY2020 is 15.3% of income
as compared to 14.0% in FY2019.

DEPRECIATION MINORITY INTEREST

Depreciation costs for FY2020 amounted to 4.5% of the income for Minority interest is ` (0.01) Million in FY2020 as compared to
that period, as compared to 1.9% in FY2019. Depreciation increased ` (0.09) Million in FY2019.
year-on-year by ` 1,852.00 Million in FY2020 from ` 744.35 Million
in FY2019. This is majorly due to depreciation on Right of use assets PROFIT AFTER TAX
as classified under Ind AS 116 “leases”.
As a result of the foregoing, profit after tax decreased to ` 3,396.86
Million in FY2020 from profit after tax of ` 3,777.86 Million
OPERATING EBIT (EARNINGS BEFORE INTEREST AND
in FY2019. Profit after tax in FY2020 is 8.3% of the income, as
TAX)
compared to 9.9% of the income in FY2019.
Operating Earnings before Interest and Tax (EBIT) decreased by
` 173.44 Million to ` 4,436.88 Million in FY2020 from ` 4,610.32 LIQUIDITY AND CAPITAL RESOURCES CASH FLOWS
Million in FY2019. Operating EBIT in FY2020 amounted to 10.8%
The Company needs cash to fund the technology and infrastructure
compared to 12.1% in FY2019.
requirements in its operation centres, to fund its working capital
needs, to pay interest and taxes, to fund acquisitions and for other
FINANCE COST
general corporate purposes. The Company funds these capital
Finance cost for FY2020 amounted to 1.4% of income for that requirements through variety of sources, including cash from
period, as compared to 0.8% of income in FY2019. Finance charges operations, short and long-term lines of credit and issuances of
increased to ` 583.21 Million in FY2020 from ` 290 Million in share capital. As of March 31, 2020, the Company had cash and
FY2019, on account of interest on Lease liability as classified under cash equivalents of ` 1,907.49 Million. This represents cash and
Ind AS 116 “leases” effective April 01, 2019. balances with banks in India and abroad.
The Company’s summarised statement of consolidated cash flows
OTHER INCOME
is set forth below:
Other income decreased to ` 88.43 Million in FY2020 from ` 38.87
Amount (` Million)
Million in FY2019. The components of other income in FY2020 were
profit from the sale/redemption of current investments of ` 59.64 FY2020 FY2019
Million, loss on sale of fixed assets of ` 3.04 Million, interest income Net Cash flow from Operating activities 4,104.04 4,000.10
of ` 11.36 Million, other miscellaneous income of ` 2.69 Million and
Net Cash flow generated from /(used in) 143.22 (2,040.70)
foreign exchange gain of ` 17.78 Million. Investing Activities
Net Cash flow used in Financing Activities (2,768.02) (2,725.83)
PROFIT BEFORE TAX
Cash and cash equivalents at the 473.84 1,230.00
Profit before tax decreased to ` 3,942.11 Million in FY2020 from a beginning of the year
profit before tax of ` 4,359.18 Million in FY2019. Profit before tax Foreign exchange (gain)/ loss on (60.85) 4.86
in FY2020 was 9.6% of the income, as compared to 11.4% of the translating Cash and cash equivalents
income in FY2019. Earmarked Balances with Banks 15.26 5.41
Cash and cash equivalents at the end of 1,907.49 473.84
PROVISION FOR TAXATION the year
Provision for taxation decreased to ` 545.26 Million in FY2020,
from ` 581.41 Million in FY2019 due to reduction in profit. Income OPERATING ACTIVITIES
tax expense comprises of current tax, net change in the deferred
Net cash generated from the Company’s operating activities in
tax assets and liabilities in the applicable FY period and minimum
FY2020 amounted to ` 4,104.04 Million. This consisted of net profit
alternate tax credit. Current tax expense comprises tax on income
before tax of ` 3,942.11 Million and a net upward adjustment of
from operations in India and foreign tax jurisdictions. The Company
` 2,051.01 Million relating to various non-cash items and non-
had the benefit of tax-holiday under Section 10AA under the
operating items including depreciation of ` 1,852.00 Million; net
Special Economic Zone scheme, since few of the centres in India
decrease in working capital of ` 1,353.89 Million; and income taxes
are in Special Economic Zone
paid of ` 535.19 Million. The working capital change was due to
Current tax expense amounted to ` 282.35 Million in FY2020 as increase in trade receivables of ` 1,574.29 Million, increase in loans
compared to ` 343.63 Million in FY2019 and deferred tax charge and advances by ` 410.93 Million and increase in liabilities and
of ` 262.91 Million in FY2020 compared to a deferred tax charge of provisions by ` 613.03 Million.
` 237.78 Million in FY2019.
Net cash generated from the Company’s operating activities in
FY2019 amounted to ` 4,000.10 Million. This consisted of net profit
PROFIT AFTER TAX BEFORE MINORITY INTEREST
before tax of ` 4,359.18 Million and a net downward adjustment
As a result of the foregoing, profit after tax before minority interest of ` 911.78 Million relating to various non-cash items and non-
increased to ` 3,396.85 Million for FY2020 from profit after tax operating items including depreciation of ` 744.35 Million; net
before minority interest of ` 3,777.77 Million in FY2019. decrease in working capital of ` 641.36 Million; and income taxes
paid of ` 629.50 Million. The working capital change was due to

increase in trade receivables of ` 381.02 Million, increase in loans Coverage Ratio is significant, as defined under the amended SEBI
and advances by ` 314.66 Million and increase in liabilities and (LODR) Regulations i.e. over 25% compared to previous year. This
provisions by ` 54.32 Million. is on account of increase in debt during the year and increase in
interest expense on account of lease liabilities on adoption of
INVESTING ACTIVITIES Ind AS 116 effective April 1, 2019.
In FY2020, the Company generated ` 143.22 Million of cash from
SUSTAINABILITY REPORT
its investing activities. These investing activities included capital
expenditure of ` 947.63 Million, including fixed assets purchased Our responsible and sustainable business approach is rooted in
and replaced in connection with the Company’s operation centres what matters to our wide range of stakeholders. The Corporate
in the UK, the US and India, net proceeds from sale of money and Responsibility team sets the strategic direction for meeting
debt market mutual funds amounting to ` 1,277.14 Million. our commitment to society and supports the integration and
implementation of programmes and non-financial reporting
In FY2019, the Company used ` 2,040.70 Million of cash from its
throughout the company. We have started monitoring key data
investing activities. These investing activities included capital
and parameters that are central to the environmental, social and
expenditure of ` 1,087.52 Million, including fixed assets purchased
governance (ESG) performance and the impact on the company.
and replaced in connection with the Company’s operation centres
in the UK, the US and India, net purchase of money and debt market As a demonstration of this, the details below give you a summary
mutual funds amounting to ` 959.90 Million. of environmental, social and governance data across Firstsource’s
global operations. This brings together key metrics that can be
FINANCING ACTIVITIES found across our reporting segments, to give our stakeholders the
information that matters to them.
In FY2020, net cash used in financing activities amounted to
` 2,768.02 Million. This comprised of repayment of long term
GREEN BUILDINGS
borrowings of ` 78.38 Million, proceeds from short term borrowings
of ` 2,605.66 Million and proceeds from issuance of equity shares • EPC certified building [IN**] [PH**] [UK**]
of ` 76.68 Million. The Company paid interest of ` 584.49 Million,
• STP in all buildings [IN**] [PH*] [UK**]
purchase of treasury shares of ` 89.35 Million. During the year, the
company also paid dividend of ` 3,762.03 Million to its shareholders • ISO 14K and 18K [IN**] [UK*]
and repaid lease liability of ` 936.11 Million.
• ISO 50K [UK*]
In FY2019, net cash used in financing activities amounted to
` 2,725.83 Million. This comprised of repayment of long term WATER PRESERVATION
borrowings of ` 3,089.66 Million, proceeds from short term
• Installation of censor taps to minimise water wastage
borrowings of ` 1,755.66 Million and proceeds from issuance of
[IN*] [PH**] [UK**]
equity shares of ` 142.35 Million. The Company paid interest of
` 280.48 Million. During the year, the company also paid dividend • Usage of eco- friendly housekeeping consumable such as bio
of ` 1,247.73 Million to its shareholders. chemicals for waterless urinals [IN*] [PH*]
• Water Consumption Monitoring per floor basis or for
CASH POSITION
premises [IN**] [PH**]
The Company funds its short-term working capital requirements
• Treated water usage in gardening, flushing & HVAC cooling
through cash flow from operations, working capital overdraft
tower [IN**] [PH**]
facilities with commercial banks, medium-term borrowings from
banks and other commercial financial institutions. As of March • Rainwater harvesting [IN**] [PH*]
31, 2020, the Company had cash and bank balances of ` 1,907.49
Million as compared to ` 473.84 Million as of March 31, 2019. NATURE PRESERVATION
KEY FINANCIAL RATIOS • Eco friendly chemicals being used in HK operations
[IN*] [PH*] [UK**]
KEY FINANCIAL RATIOS
• Ambient air quality monitoring, Ambient noise testing and
Ratios FY2020 FY2019 Water testing [IN*] [PH*] [UK*]
Debtors Turnover 7.3 10.0 • Safe disposal of sanitary Napkins at centres through Napkin
Current Ratio 0.8 0.9 disposal machines or safe collections for environment friendly
Debt Equity Ratio 0.3 0.2 disposal [IN*] [PH**] [UK**] [US**]
Interest Coverage 7.8 20.5
• Use of environment friendly Housekeeping Chemicals [IN*]
Operating Profit Margin 15.3% 14.0% [PH**] [UK**] [US**]
Net Profit Margin 8.3% 9.9%
• Monitoring of department wise paper consumptions
Table presents key financial ratios, as applicable, for Firstsource [IN**] [PH**] [UK**]
Solutions Limited. The change in Debt to Equity ratio and Interest

• Use of R-134 refrigerant gas & restriction on use of Ozone • Bio Waste Disposal as per Norms [IN**] [PH**] [UK**] [US**]
depleting gases in HVAC System [IN*] [PH*] [UK*] [US**]
• Disposal of paper waste separately with environment friendly
• Purchase of Green Renewable Power from Solar / paper recyclers [IN**] [PH**] [UK**] [US**]
Wind parks [UK**]
• Measurement & monitoring of food wastage in canteens [IN**]
• No usage of pesticides in Gardening activities [IN**] [PH**] [UK**] [US*]
[PH**] [UK**] [US**]
• Discarding Plastic Plates & Plastic spoons in cafeteria
• Plantation drives [IN**] [PH**] [IN*] [PH**] [UK**]
• Usage of Eco-Friendly Dustbin Liners [IN**] [PH**] [UK**] • OWC (Organic Waste Convertor) in operation to process food/
wet waste Lamination of old and broken table top furniture to
CARBON FOOTPRINT enhance durability [IN**] [PH**] [UK**]
• Deployment of PUC compliant vehicles in transport [IN*] [PH**] • Purchase of refurbished furniture and minimise new
procurement of wood based products [UK**]
• Carpooling & common car & bus facility for employees from
nearest Metro or railway station or pick up point [IN**] [PH**] Note:
1) * Implemented at majority of locations
ENERGY USE
2) ** Implemented at key locations
• Installation of high-quality energy efficient Jet hand dryers
[IN*] [PH**] [UK**] [US*] 3) The short codes represents the implementation in the
following countries:
• Motion sensor-based lighting system [IN**] [PH*] [UK**] [US*]
a. IN is India
• Energy efficient AC/PAC for secured areas [IN*]
[PH*] [UK**] [US*] b. US is USA
• Energy efficient UPS and LED lighting [IN*] [PH**] [UK**] [US*] c. UK is United Kingdom
• HVAC Chiller- R134 green gas [IN*] [PH*] [UK**] [US*] d. PH is Philippines
• Air curtains to control cooling leakage and better energy
RISKS & CONCERNS, RISK MITIGATION
efficiency [IN**] [PH**] [US*]
Risk Management report describes Enterprise wide risk
• Use of VFDs for AHUs [IN**] [PH**] [US*]
management philosophy, structure and practices in the Company.
• Use of Automated Environment control system for cooling Readers are cautioned that risk related information outlined here is
& air circulation to maintain at optimum level [IN**] for information purposes only.
[PH**] [UK**] [US*]
This report contains forward-looking statements, about risks and
uncertainties affecting our business objectives. Our business model
SAFETY/ HEALTH
is subject to the uncertainties that could cause results to differ
• Use of Chemical Spillage kit in centre to quickly arrest any materially from those reflected in the forward-looking statements.
chemical or oil spillage [IN**] [PH**] Readers are requested to exercise their own judgment in assessing
the risks associated with the Company and review all the factors
WASTE MANAGEMENT discussed elsewhere in this annual report.
• Segregation of dry and wet waste [IN*] [PH**] [UK**] [US*] In Today’s dynamic business environment, Organisations are faced
with multiple risks and thus creating and sustaining the value for
• E-Waste disposal through government approved vendors [IN*]
our stakeholders requires robust governance and a strong risk
[PH**] [UK**] [US*]
management function.
• Hazardous waste disposal though authorised recyclers [IN*]
[PH**] [UK**] [US*]

ENTERPRISE RISK MANAGEMENT - STRATEGIC INTENT
• Protect Firstsource and • Robust governance structure, Best in

client interests class policies, Highest level of Ethics
and Code of conduct
• Provide assurance to the clients
on the safeguards that the • Risk framework, anticipating high risk
Company has implemented to and impact events
Objecti ves
protect confidentiality Create and protect
Strategy
• Internal audit function with
of its data value for all
methodology benchmarked with
stakeholders
• Provide assurance to the board on industry best practices
risk controls
• Strong compliance framework to
• Evangelise a compliance mind-set ensure compliance with Laws and
regulations, client contracts and
• Be a solution architect for risk
internal policies and processes
management
The Company strives to dynamically update the Enterprise Risk Management framework as per the changing business needs and objectives
as well as external environment.
GOVERNANCE STRUCTURE
Firstsource has dedicated and independent governance teams engaged in Enterprise Risk Management, Legal & Compliance, Internal
Audit and Information Security Audits who work closely with the business operations and support other functional teams. Their mandate
is to identify, assess, remediate and monitor the risks as per the pre-defined policies and procedures.
Board of Directors
Audit Committee
Risk Committee
Audits Risk Management Compliance & Legal
Internal Audit InfoSec Audit Compliance Legal
India | USA | UK | Philippines
• Business Operations • HR • Finance • Procurement
• Facilities Administration • Technology • Physical Security • Transformation Office
• Pricing • Transition • CRM / Business • Marketing &

Development Communications

ROLES & RESPONSIBILITIES

The Company has defined its roles and responsibilities across the organisation and stakeholders to ensure accountability, expectation
setting and clear reporting lines.
Level Roles and Responsibilities
Board of Directors • Approve key business objectives and create a mechanism to ensure that the executive management
effectively manages risks impacting the business.
Audit Committee • Provides oversight on the internal control environment and review of the independent assurance
activities performed by the internal auditors.
• Reviews proper resourcing of the internal Audit team
Risk Management Committee • To assist the Board in overseeing the responsibilities with regard to the identification, evaluation and
mitigation of Strategic , Macro Economic/ Political/ Environmental and Operational Risks
Risk Steering Committee • To ensure the implementation of and compliance with the objectives set out in the ERM policy
Business Heads/ Function Heads
• Own and manage risks at business unit level - that may arise from time to time - in consultation with
the Risk Committee and abide by the Company’s risk policies.
Risk Management Team • Identifies, assesses, mitigates and monitors risks through risk registers, risk model mapping and
continuous engagement with business heads developing mitigation strategies and publishing
risk dashboards.
Compliance • Drives comprehensive regulatory and contractual compliance management processes, reports
exceptions and creates awareness about such obligations.
• Additionally, compliance drives standards of corporate governance through global ethics, anti-fraud,
anti-money laundering and anti-bribery frameworks.
Legal • Safeguards organisational interests covering contract documentation, litigation
management and advisory.
Internal Audit • Provides independent and objective assurance on the controls to the Board and Audit Committee and
enables sharing of best practices across geographies, businesses and functions.
Our Risk Management Framework:

Firstsource’s Risk Management framework is designed and implemented on the basis of COSO Framework (Committee of Sponsoring
Organisations) which is globally accepted and recognised framework that provides guidance and thought leadership on enterprise risk
management and internal controls. Enterprise Risk Management at Firstsource seeks to minimise adverse impact of risks on key business
objectives and enables the Company to leverage market opportunities effectively. These risks are continuously tracked with the help of
Key Risk Indicators (KRI’s) defined by the risk management team and risk owners.
Risk Management Process:
Your Company has defined a robust risk management process encompassing:
I. Risk identification;
II. Risk assessment;
III. Risk response;
IV. Monitoring and reporting.
The risks are identified across the defined risk categories and monitoring levels, taking into consideration the business objectives. The
stakeholders with clearly defined roles and responsibilities at various levels take up the response, remediation, monitoring, tracking,
reporting and review at defined periodicities.
Information Risk Management:
The risk landscape in the current business environment and evolving regulatory frameworks is changing dynamically with Cyber Security,
Fraud Detection and Prevention, Information Security, Data Privacy and Business Continuity featuring prominently. To effectively mitigate
these emerging risks; a focused strategy is prepared around Information Risk Management.

Key Business Risks & Mitigation:

The Company’s key business risks and their mitigation measures include:
Risks Risk Description

A. Strategic Risks
The Company has revenue concentration on few big clients, with primary business in the US and the UK geography. Hence,
Growth risk
any sort of economic slowdown/downturn in these economies and industries may affect the Company’s business.
Increasing technology disruptions and digitisation trends made it imperative to invent and adapt digital technologies.
Improper adaption could impact the Company’s ability to grow.
The services provided by the Company in Healthcare industry are relatively less prone to any economic or recessionary
cycles. However, the customer management business is relatively low profitability business and is more prone to economic
variations. Hence, any technology disruption could see shrinkage in volumes and can have adverse impact on growth.
The Company’s continued focus in creating the Digital Business practices has enabled it to offer differentiated productised
services across industry segments. These services based on Digitisation, Robotics, Artificial Intelligence & Data Analytics
enables the Company to retain and grow its wallet share with its clients and also win new logos. The Company has ramped
up and stabilise the operations with a new client in Utility sector and continue to grow this segment to further diversify
the revenue and industry concentration.
The Company has a global footprint with operations in multiple geographies with intermediate or operating subsidiaries
Country risk
and branches, incorporated in India, the US, the UK and the Philippines. Consequently, the Company is exposed to various
geo political and regulatory risks which are beyond the Company’s control.
The Company has local management teams in all its operating countries and they understand the country specific operating
nuances. The Company has also invested significantly in creating a management structure in these geographies and has a
well-diversified geographic spread to mitigate these risks.
B. Industry and Macro Economic Risks
There seems to be a trend of Protectionism/ localisation being followed by most matured economies. The response to
Protectionist/ Localisation
this rising protectionism has been the increase in legislation aimed at protecting domestic industries and jobs. The issue
sentiments in developed
of companies offshoring services to organisations operating in other countries, such as India, has increasingly become a
countries sensitive topic of intense political discussion in these countries. In the US, there has been anti-offshoring legislations aimed
at making offshore outsourcing prohibitive or less attractive. Post Brexit, the UK is also expected to witness increased
resistance from labour unions against the use of foreign labour.
Also, the trade war conflicts emerging between major economy like the US and China is likely to impact global business
sentiments adversely.
Since beginning, the Company has recognised this and developed operational capabilities across the globe. In the process,
the Company has successfully transformed itself from an offshore BPM Player to a multi shore BPM player, with significant
local operational presence in the US and the UK, which has helped in winning more business in those geographies.
The Company derives majority of its revenues from onshore services. While, the share of Offshore revenue has slightly
increased in this fiscal. However, on overall trend, The Company’s dependence on offshore revenues has continued to
decrease over time.
Revenue Share % FY 17 FY 18 FY 19 FY 20 Trend
Offshore 21.3 % 21.2 % 19.8% 24.1% ↑
Onshore* (*includes India domestic business) 78.7 % 78.8 % 80.2% 75.9% ↓
Today, the Company has 17 operation centres with 3,992 employees in the US and 6 operations centres with 5,005
employees in the UK. The Company is one of the largest employers in the UK BPM sector.
Pandemic Risk due to Natural / The COVID-19 has brought unprecedented uncertainty across the globe (including all places of business our Company and
Manmade disasters clients operates in). While the company has quickly adopted to alternate business continuity scenario, the uncertainly still
prevails regarding the timelines of resuming to normal work conditions. Additionally, few clients may not approve and
switch to full WFH solution in near to medium term. This is likely to result in immediate adverse impact on volumes and
revenue.
The BMP industry is highly people and technology centric, and any delay in providing agreed operational services due
to COVID-19 as well as any other natural or man-made disasters like earthquake, floods, tsunami, fire, bomb blasts and
terrorist attacks, among others, can immediately affect the Company’s operations.
As such disasters are uncontrollable beyond an extent. The Company implements robust disaster and business continuity
strategies during such unforeseen events. Such strategies can help to bring down the effect of these events to some extent
on the Company’s operations. The management is also in continuous engagement with all the clients to ascertain the
likely impact of COVID-19 in FY21 and accordingly devised the strategy to mitigate the impact. The shift in focus towards
‘Digital way of doing business’ will create newer opportunities as well and Company has already developed plan to get new
business in this area (with existing as well as potential new clients)
Long selling cycle The Company has a long selling cycle that ranges from months to multiple years for its BPM services and requires significant
investment of capital, resources and time by both clients and the Company. This leads to the risk of delays due to slower
pace of decision or approval processes, over which the Company has little or no control.
The Company has robust marketing and sales teams across geographies with an aggressive transition methodology that
helps transition new wins fairly quickly into service delivery mode. Most of the contracts with existing clients are on long-
term-basis, which ensures sustainable and scalable business from such clients.
Regulatory and Policy level Last year, the Company has entered into energy sector in the UK with a new client and growth is expected to continue in
changes in the UK Energy sector this sector in the coming years.
This sector is witnessing fast changes on regulatory and governing policy level front in the form of energy industry code
review, price cap related reforms, switching and smart meters related developments. These developments are still evolving
and may impact industry players overall outsourcing strategy decisions.
The Company has dedicated Legal / Compliance resources for this sector who works closely with client’s business / Legal
& Compliance team to continuously assess the regulatory / industry level developments and proactively works with our
business team to offer new solutions to the clients. Also, high oversight and increasing costs can provide for greater
opportunity to outsource.
Highly competitive environment The market for BPM services has become highly competitive over the years. These competitors include third party ‘pure-
play’ BPM providers based largely in India and the Philippines, local/onshore BPM providers in the US and the UK, BPM
divisions of global IT companies and in-house captives of potential clients.
The Company understands that it needs to retain and grow its leadership position in the industry. To maintain this
competitive edge, the Company makes significant investments in strengthening domain capabilities, process excellence,
operations, innovation and a robust transformation framework. These will help to create strong differentiators for the
Company vis-à-vis competition, aiding non-linear growth in revenues and margins.
Volatility in the US Interest The interest rate cycle in the US is indicating a continued volatility which is expected to continue next year also. Further, the
Rates and Economic uncertainty effects of various govt. stimulus provided during COVID-19 situation will continue and may lead to inflationary scenario.
These changes will have the potential to impact the mortgage and financial services collections business unit volumes and
such impact is likely to have an adverse effect on the Company’s revenues.
C. Financial Risks
The volatility in the exchange rate between INR and GBP; INR and USD has continued in recent years, and these currencies
Currency volatility
may continue to fluctuate significantly in the future as well.
The Company’s operating results will continue to be impacted by fluctuations in these exchange rates.
The Company has a dedicated treasury function and an internal risk management policy of proactively hedging exposures.
As per the internal guidelines, the Company has been judiciously hedging its net exposures on a regular basis through
forward cover contracts.
Revenue concentration risk The Company relies on relatively small number of clients for a large proportion of its income, and loss/discontinuance of
any of these clients could adversely affect its revenue and profitability. The Company’s top client accounted for 21.1% of
its income from services and top five clients accounted for 41.1% of its income from services in FY2019-20. Furthermore,
major events affecting the Company’s clients, such as bankruptcy, change of management, mergers and acquisitions,
change in their business model or regulatory factors could adversely impact its business. Moreover, the Company’s
revenue is highly dependent on clients concentrated in a few industries, as well as clients located primarily in the North
America and the UK / Europe. The impact of COVID-19 on Economic slowdown or other factors that affect these industries
or the macro-economic environment in these countries could adversely impact the Company’s business.
The Company constantly strives to mitigate the risk of client concentration through very long term contracts with key
clients in order to provide stability to its revenues.
During FY2019-20, as income from services, the Company derived 23.6% from Telecom and Media vertical, 32.7% from
Healthcare vertical and 41.3% income from the BFSI vertical. Geography wise, North America contributed 61.4% of income
from services, followed by 37.2% from the UK & very negligible from India & Rest of the World.
The management believes that it has a well balanced mix of clients and industries, and going forward, shall continue to
assess, evaluate and address the risk of any over dependency.
Pricing risk Many of the Company’s contracts are long-term in nature and consequently, the pricing is negotiated, based on prevailing
conditions at the time the contract was agreed upon. With the rising trend of salaries, additional cost pressure due to
COVID-19 impact, the Company may find it difficult to serve the client at the negotiated price in the future. Increase in
employee costs, without corresponding increases in pricing or productivity related improvements would adversely affect
the profitability.
Alternatively, if the Company is unable to price its contracts as competitively as possible, it may lose business opportunities
which shall result in lower revenue growth.
The Company addresses this risk through various methods including managing the employee pyramid through voluntary
and involuntary attritions, automating many processes and leveraging technology. Keeping abreast of market conditions
to study the impact on client businesses and analysis of technology advancements that impact consumer behaviour are
some of the measures that help to improve and favorably position the services provided by the Company to mitigate
pricing risks to an extent.
Customer credit risk This risk is the possible inability to collect from clients or delays in collection of the Company’s dues. This is likely to happen
in FY21 particularly post COVID-19 impact due to adverse impact on overall liquidity situation and, clients’ business
undergoing challenges, among others. This could have an impact on the Company’s cash receivables and the Company
may be required to enhance its short-term line of credit temporarily, to continue its operations.
The Company addresses this risk through a well-defined governance mechanism to ensure adequate liquidity and solvency.
Expiry of certain tax benefits The Special Economic Zones Act, 2005, or the SEZ legislation, has introduced an Income Tax holiday scheme for operations
available in India established in designated ‘special economic zones’ or SEZs. The tax exemption for SEZ units is 100% of export profits for
first five years, 50% of export profits for the next five years and 50% exempt subject to fulfilling other conditions. These
tax benefits are available only for the specified period of time and post their expiry, there may be an impact on the tax
incidence for the Company.
The Company has operation centre in SEZ in Bangalore and Chennai, and will continue to identify qualifying locations in
India that will be eligible for the SEZ benefits, going forward.

The Company operates through legal entities in multiple countries and is subject to various standards and principles for
Compliance with multiple
accounting and reporting. Any material change in the standards will impact the Company’s financial reporting.
“Financial Reporting” standards
Further, the Company uses financial leverage to ensure optimum solvency. Timely borrowing, repayment and raising
funds at right cost are important aspects of financial management, which would otherwise lead to adverse impact on
profitability and solvency.
The Company has implemented a robust Internal Financial Controls framework that helps in mitigating these risks.
D. Operations Risks
Non-renewal of client contracts The Company continues to maintain existing accounts and acquire new clients. It is the Company’s constant endeavor to
try to grow existing client businesses, as well as add new clients to its portfolio. The contracts with clients are of varying
duration, and between one upto ten years. Once the term expires, contracts are tendered through a procurement process.
Non-renewal may significantly affect the Company’s revenues.
The Company recognises that providing excellent services and constant value addition are critical to ensuring a high
chance of contractual renewal at the expiry of the term. The Company’s sales and account management teams constantly
strive to enhance their relationships with the key stakeholders to favorably position the Company’s services.
Cyber Security / Data Privacy As part of the services offered to its clients, the Company handles confidential data and proprietary information. Any
Risk leakage of this information has an adverse impact on the Company’s reputation. In addition, GDPR (Global Data Protection
Regulation) which has become effective last fiscal which governs the possession, processing, movement and storage of
data/information of EU citizens. In India, similar law around Data Protection is expected to be effective this fiscal. Entire
regime is continue to evolve and may require heightened governance around the same.
The company also faces heightened Cyber Security risk with regards to the possible attacks on data centre and technology
infrastructure.
The Company addresses this risk through a very strong and robust Information and Data Security process that is applicable
to all its offices and employees. Various operation centre are ISO 27001 certified, which is an international standard for
Information Security Management System (ISMS). Audits are conducted on a periodic basis and any non-conformance
observed is fixed immediately. The Company adopts a zero tolerance policy towards non-compliance of this framework.
The Company has internal policies, procedures and norms for operational activities, process compliance and controls.
Risks to operational errors,
These norms are specified in order to achieve various control objectives and to prevent frauds and errors. Non-adherence
frauds and internal non-
to such internal policies, procedures and norms can therefore lead to operational errors, frauds and internal non-
compliances of policies and compliance.
procedures The Company has strong internal controls in order to check compliances to policies and procedures which are operated
by various levels of management. Further, these controls are also subject to risk-based internal audits by an independent
internal audit team, which helps in timely identification and remediation of gaps.
Reputational risks The clients of the Company are big and reputed corporates. The Company’s loss of reputation can adversely affect its
operations and contractibility. Being a public company, we are scrutinised by many constituents including the media.
In past we have not been impacted by any event which can jeopardise our reputation. Our well managed operations do
not expose our employees and clients to any major risks. Also, our communications set up is always proactive in managing
minor situations that may arise.
Legal risks The Company has long term contracts with its customers and services under these contracts are delivered from several
offices across the US, the UK, India and the Philippines geographies. In addition, to deliver on the various service level
commitments, the Company also needs to ensure compliance with applicable laws and regulations in those geographies,
including but not limited to employment, tax and environmental laws.
Additionally, the Company needs to safeguard its own Intellectual Properties against infringement and ensure compliance
with third party licenses which are used in its day-to-day business.
The Company has a legal team in place which apart from advising and ensuring documentary safeguarding, closely works
with business and support functions to enable compliance with contractual and/or regulatory requirements.
E. Human Resources Risks
Risk related to attrition The BPM industry relies heavily on knowledge management and skilled talent supply. The number of opportunities
available in the market, changing needs of a multi-generational workforce and limited supply of employable talent
pose a great challenge to retain talented workforce and maintain consistency in performance. The Company strives to
continuously strengthen its internal processes to retain critical people and create a war-chest of talent.
The Company has put in place following measures to mitigate the risks around attrition and attrition costs:
• Enhancing and developing skills of the middle management;
• Focusing on capability building by providing and developing effective training academies and supporting employee
development programmes;
• Carving structured and strong career paths and providing opportunities for growth by way of job enlargements,
enrichment of responsibilities and internal job movements;
• Effective Reward & Recognition programmes that celebrate successes and efforts.

Risk related to ability to The success of a BPM organisation depends on its ability to attract and retain employees with right skill sets and
recruit employees and manage experience to meet the organisational goals. With talent shortages and intense competition for skilled individuals,
inflationary wage costs the demand for qualified employees will continue to increase and is expected to remain high. Wage inflation and
replacement costs not only bear a potential risk but also result in higher personnel expenses and training costs.
The Company has developed innovative recruitment channels and practices to mitigate these risks, which include:
• Strong employee referral programmes, which contribute to more than one third of the overall hiring requirements;
• Establishing Firstsource as an employer of choice and participating in several career events in order to strengthen
the Firstsource brand and getting access to talent;
• Affiliations with colleges at Graduate and Undergraduate level to be the preferred employer in tier 2 and 3 cities.
Risk related to leadership team The leadership team drives the Company’s vision, mission and inculcates values within the Company to meet its goals.
& succession planning The Company’s business continuity, client relations, employee engagement gets affected, in case there is a change in
the leadership or if a key resource leaves.
Our integrated approach to Talent Management ensures that the Company has the desired leadership and management
capability to meet the demands of the business. The integrated approach comprises of the following:
• A total rewards philosophy, which ensures that the compensation is in-line with the market standards and it attracts
and retains right talent and rewards high performance.
• Succession planning for business critical roles and people growth opportunities in line with their career aspirations.
Risk of Unethical business The BPM industry is people centric with large employee base across culture and geographies. It also has client drive
practices / Mis-conduct incentive programmes in many businesses, which may lead to acts of potential mis-conduct cases and resultant client
or reputational issues.
The company has well defined Code of Conduct which every employee is trained on and certifies to comply with.
The company also has robust whistle blowing mechanism which enables employees to report any mis-conduct case,
which is independently investigated and remediated. The Company also runs variety of training / refresh programmes
throughout the year. Additionally, the company also has very strong background check verification programme (for
employees) and due diligence process (for Vendor/Third party) appointment stage.
The Company demonstrates zero tolerance towards the cases of any unethical business practice or mis-conduct.
F. Compliance
Compliance & regulatory risks in As the Company has grown in size, geographic presence and customer base, exposure to various regulatory and
various geographies compliance risks has also increased. The Company has relatively high proportion of regulated businesses in overall
portfolio which enhances the regulatory risk. The Company’s operations and clients are spread across multiple
geographies and are governed by various regulations and government guidelines. Breach of any of these regulatory
provisions can attract regulatory inspection, notices, penalty, and revocation of permits or licenses, among others.
The Company has implemented a robust Regulatory & Contractual Compliance framework to identify, assess, monitor,
control, and report compliance status with respect to laws and regulations specific to the country, it operates in, and
the client specific work in a consistent manner, for its businesses across the globe.
The framework ensures that compliance ownerships are aligned, responsible personnel are aware, compliance status
is reported and necessary actions are taken to comply. All laws and regulations are verified for applicability, detailed at
the provision level and tracked for compliance at the function and location level.
G. Technology
The overall business environment continues to witness emerging disruptive technologies. However, clients are seeking
Advent of disruptive
to cut additional back-office costs due to continued budget pressures, while suppliers are trying to create additional
technologies services and the associated revenues. Technologies such as Cloud Computing, Robotics, Artificial Intelligence, Data
Analytics software, Social Media platforms and Process Automation software are being used in the BPM industry to enable
businesses to lower costs and be more effective.
BPM companies are moving fast to offer additional value-add services through technology enablement, partnerships and
alliances.
The Company has developed a wide suite of Digital Solutions across areas of Robotics Process Automation, Digital and
Analytics as part of its Productisation initiatives. A combination of domain and process expertise with best-in-breed
technology is helping the Company in pursuing significant opportunities.

Report on Corporate Governance
Corporate Governance is not merely the compliance of a set of Regulations. As on March 31, 2020, the Board comprised of ten (10)
regulatory laws and regulations but is a set of good and transparent experts drawn from diverse fields/ professions of which nine (9 i.e.
practices that enable an organisation to perform efficiently and 90 percent) are Non-Executive Directors and one (1) is Executive
ethically to generate long term wealth and create value for all Director. Five (5 i.e. 50 percent) out of ten (10) Directors are
its stakeholders. It goes beyond building and strengthening the Independent Directors.
trust and integrity of the Company by ensuring conformity with
Independent Directors are non-executive directors as defined under
the globally accepted best governance practices. The Securities
Regulation 16(1)(b) of the SEBI Listing Regulations read with Section
and Exchange Board of India (SEBI) observes keen vigilance over
149(6) of the Act along with rules framed thereunder. In terms of
governance and fulfillment of these regulations in letter and spirit,
Regulation 25(8) of SEBI Listing Regulations, they have confirmed
which entails surety towards sustainable development of the
that they are not aware of any circumstance or situation which
Company, enhancing Stakeholders’ value eventually.
exists or may be reasonably anticipated that could impair or impact
their ability to discharge their duties. Based on the declarations
COMPANY’S PHILOSOPHY ON CORPORATE GOVERNANCE:
received from the Independent Directors, the Board of Directors
At Firstsource Solutions Limited, (‘the Company’), adherence has confirmed that they meet the criteria of independence as
to Corporate Governance practices not only justifies the legal mentioned under Regulation 16(1)(b) of the SEBI Listing Regulations
obedience of the laws but translates into ethical leadership and and that they are independent of the management.
organisational stability. It is the sense of good governance that our
In view of amended Listing Regulations following Directors are
leaders portray, which trickles down to the wider management and
nominated on the Board of Company’s three (3) material subsidiaries:
is further maintained across the entire functioning of the Company.
Your Company envisages the importance of building trust and • Mr. Pratip Chaudhuri, Director of the Company was nominated
integrity through transparent and accountable communication on the Board of Firstsource Group USA, Inc., USA and MedAssist
with the internal and external stakeholders as well as the customers Holding LLC, USA;
of the Company. This involves keeping the stakeholders of the
• Mr. Charles Richard Vernon Stagg, Director of the Company was
Company updated on a timely basis about the development, the
nominated on the Board of Firstsource Solutions UK Limited, UK.
plans and the performance of the Company with a view to establish
the long term affiliations. The Company keeps itself abreast with Agenda papers of the Board and its Committee meetings are
the best governance practices on the global front and at the same circulated to the Directors/ Members at least seven (7) days
time conforms to the recent amendments. before the meetings, supported with significant information
including that as enumerated in Part A of Schedule II of the Listing
The Board of Directors fully support and endorse the Corporate
Regulations for an effective and well-informed decision making
Governance practices in accordance with the provisions of Chapter
during the meetings.
IV & Part C of the Schedule V of Securities and Exchange Board of
India (Listing Obligations and Disclosure Requirements) Regulations, The Board meets at regular intervals to discuss and decide on
2015 (‘Listing Regulations’) with the Stock Exchanges to ensure Company’s business policy and strategy apart from other normal
good Corporate Governance practices across the Company in letter business, the maximum interval between any two meetings did not
and in spirit. The Company has complied with all the mandatory exceed one hundred twenty (120) days. The Company adheres to
requirements of the Listing Regulations and following is the status the Secretarial Standards on the Board and Committee Meetings
with regard to the same. as prescribed by the Institute of Company Secretaries of India. The
Board has complete access to any information within the Company.
BOARD OF DIRECTORS: Agenda papers containing all necessary information/ documents
are made available to the Board/ Committee Members in advance
The Board of Directors (“the Board”) of your Company provides
to enable them to discharge their responsibilities effectively and
leadership and guidance to the Company’s management and
take informed decisions. The information as specified in the Listing
directs, supervises and controls the performance of the Company.
Regulations is regularly made available to the Board, whenever
The Board plays a crucial role of piloting the Company towards
applicable, for discussion and consideration. During the year
enhancement of the short and long term value interests of
ended March 31, 2020 the Company had four (4) Board Meetings.
stakeholders. The Board comprises of members distinguished
These were held on:
in various fields such as management, finance, law, marketing,
technology and strategic planning. This provides reliability to the 1. May 6, 2019
Company’s functioning and the Board ensures a critical examination 2. August 2, 2019
of the strategies and operational planning mechanisms adopted by 3. November 6, 2019
the management across the globe. 4. February 4, 2020
The Company has an optimum combination of Directors on Time gap between any two meetings was not more than one
the Board and is in conformity with Regulation 17 of the Listing hundred twenty (120) days.

Details of the Composition, Status, Attendance at the Board Meetings and last Annual General Meeting, Number of other Directorships
and other Committee Memberships held are as under:
Name of the Director Position/ No. of No. of Equity Attendance at Directorships Committee Chairmanships/ Directorship in other
Status Board Shares held previous AGM in other Public Memberships/ in other Public listed entity (Category of
Meetings as on March held on Companies as Companies as on March 31, 2020** Directorship)
Attended 31, 2020 August 2, 2019 on March 31, Chairmanships Memberships
(Y-Yes, N-No) 2020*
Dr. Sanjiv Goenka, NI- NED 3 - N 8 4 6 1. Saregama India Limited

Chairman + (Non-Executive, Non
Independent Director-
Chairman)
2. Phillips Carbon Black
Limited (Non-Executive,
Non Independent Director-
Chairman)
3. CESC Limited (Non-
Executive, Non Independent
Director-Chairman)
4. CESC Ventures Limited (Non-
Executive, Non Independent
Director-Chairman)
5. Spencer’s Retail Limited
(Non-Executive, Non
Independent Director-
Chairman)
Mr. Vipul Khanna ED 3 103,000 Y 1 0 1 -
Managing Director & CEO #
Mr. Rajesh Subramaniam ED 1 NA Y NA NA NA NA
Managing Director & CEO #
Ms. Grace Koshie I-NED 4 - Y 2 0 2 1. CESC Ventures Limited
(Non-Executive, Independent
Director)
2. Federal Bank Limited
Director, Chairperson)
Mr. Pradip Roy I-NED 4 - Y 5 0 4 1. Precision Wires India
Independent Director)
2. Phillips Carbon Black
Mr. Pradip Kumar Khaitan NI-NED 3 - N 7 2 6 1. Electrosteel Castings Limited
Director-Chairman)
2. Dalmia Bharat Limited
Director-Chairman)
3. India Glycols Limited
Director)
4. Graphite India Limited
Director)
5. Emami Limited
Director)
6. CESC Limited
(Non-Executive, Non
Mr. Shashwat Goenka + NI-NED 4 - Y 5 0 3 1. Phillips Carbon Black
Limited (Non-Executive, Non
2. CESC Ltd. (Non-Executive,
Non Independent Director)
3. CESC Ventures Limited
(Non-Executive, Non
4. Spencer’s Retails Limited
(Non-Executive, Non
Mr. Subrata Talukdar NI-NED 4 - Y 6 1 2 -

Name of the Director Position/ No. of No. of Equity Attendance at Directorships Committee Chairmanships/ Directorship in other
Status Board Shares held previous AGM in other Public Memberships/ in other Public listed entity (Category of
Meetings as on March held on Companies as Companies as on March 31, 2020** Directorship)
Attended 31, 2020 August 2, 2019 on March 31, Chairmanships Memberships
(Y-Yes, N-No) 2020*
Mr. Pratip Chaudhuri## I-NED 3 NA N 9 3 8 1. Quess Corp Limited (Non-

Executive, Independent
Director)
2. Cosmo Films Limited (Non-
Director)
3. CESC Ltd. (Non-Executive,
4. Visa Steel Limited (Non-
Director)
5. Spencer’s Retail Limited
Director)
6. Muthoot Finance Limited
Director)
Mr. Sunil Mitra## I-NED 4 NA Y 9 2 4 1. Texmaco Rail & Engineering
2. Dollar Industries Limited
Director)
3. Century Plyboards (India)
4. CESC Limited
Director)
Mr. Charles Richard Vernon I-NED 1 NA N 1 - - 1. Max Financial Services
Stagg ^ Limited (Non-Executive,
Mr. V. K. Sharma ^^ I-NED 3 NA Y NA NA NA NA
Legends: I-NED: Independent- Non- Executive Director, NI- NED: Non Independent – Non Executive Director, ED: Executive Director
* The Directorships of other Indian Public Limited Companies only have been considered. Directorships of Foreign Companies, Section 8
Companies and Private Limited Companies have not been considered.
**Memberships/Chairmanships in Audit Committee and Stakeholders Relationship Committee only of other Indian Public Limited
Companies have been considered.
+ Mr. Shashwat Goenka is son of Dr. Sanjiv Goenka, Chairman. No other Director is related to any other Director of the Company.
# Mr. Vipul Khanna was appointed as Managing Director & CEO w.e.f August 2, 2019 in place of Mr. Rajesh Subramaniam who
ceased to be the Managing Director & CEO, on account of expiration of his term on August 1, 2019 by efflux of time.
## Mr. Pratip Chaudhuri and Mr. Sunil Mitra were appointed as Non-Executive- Independent Directors w.e.f. April 1, 2019.
^ Mr. Charles Richard Vernon Stagg was appointed as Non-Executive- Independent Director w.e.f. May 6, 2019.
^^ The five (5) years term of Mr. V. K. Sharma as an Independent Director expired on November 13, 2019 by efflux of time.
The Board has identified the following skills/expertise/ competencies fundamental for the effective functioning of the Company which are
currently available with the Board:
Global Business Understanding, of global business dynamics, across various geographical markets, industry verticals and regulatory
jurisdictions.
Strategy and Planning Appreciation of long-term trends, strategic choices and experience in guiding and leading management teams to make
decisions in uncertain environments.
Governance Experience in developing governance practices, serving the best interests of all stakeholders, maintaining board and
management accountability, building long-term effective stakeholder engagements and driving corporate ethics and
values.

The eligibility of a person to be appointed as a Director of the Name of the Director/ Member Category No. of
Company is dependent on whether the person possesses the Meetings
requisite skill sets identified by the Board as above and whether Attended
Ms. Grace Koshie, Chairperson* I-NED 4
the person is a proven leader in running a business that is relevant
to the Company’s business or is a proven academician in the field Mr. Subrata Talukdar NI-NED 4
relevant to the Company’s business. The Directors so appointed Mr. Pradip Roy** I-NED 4
are drawn from diverse backgrounds and possess special skills with Mr. Sunil Mitra** I-NED 4
regard to the industries/ fields from where they come.
I-NED: Independent- Non- Executive Director, NI-NED: Non-
The Board periodically reviews the compliance report of all laws
Independent, Non- Executive Director
applicable to the Company. All the Directors have made necessary
disclosures about the directorships and committee positions they *Appointed as Chairperson w.e.f. April 1, 2019 in place of
occupy in other companies. Mr. Y. H. Malegam who ceased to be Director w.e.f. April 1, 2019
by efflux of time.
None of the Directors on the Board is a Member of more than ten
(10) Committees and Chairman of more than five (5) Committees **Inducted as a member of the Committee by the Board
across all Companies in which they are Directors and none of the w.e.f. April 1, 2019.
Independent Directors serves as an independent director on more
The terms of reference of the Audit Committee covers the matters
than seven (7) listed entities.
specified under Regulation 18 read with Part C of Schedule II of the
A certificate has been received from Rathi & Associates, Practising Listing Regulations and Section 177 of the Act. This Committee has
Company Secretaries, that none of the Directors on the Board of the following powers, roles and terms of reference:
the Company for the financial year ending on March 31, 2020 have
1. To provide oversight of the Company’s financial reporting
been debarred or disqualified from being appointed or continuing
process and the disclosure of its financial information to ensure
as directors of companies by the Securities and Exchange
that the financial statements are correct, sufficient and credible;
Board of India, Ministry of Corporate Affairs or any such other
Statutory Authority. 2. To recommend to the Board, the appointment, re-appointment,
terms of appointment and, if required, the replacement or
The particulars of Directors, who are proposed to be appointed/
removal of the statutory auditors and the fixation of audit fee;
re-appointed at the ensuing Annual General Meeting (“AGM”), are
given in the notice convening the AGM. 3. To approve payment to statutory auditors for any other non-
audit services rendered by them;
COMMITTEES OF BOARD OF DIRECTORS:
4. To review with the management, the quarterly/ annual
standalone and consolidated financial statements and auditors’
AUDIT COMMITTEE:
report thereon, before submission to the Board for approval,
The Board has constituted a well-qualified Audit Committee. All with particular reference to:
the members of the Committee are Non-Executive Directors
a. Matters to be specified in the Director’s Responsibility
with majority of them as Independent Directors including the
Statement to be included in the Board’s Report;
Chairperson. They possess sound knowledge on accounts, audit,
finance, taxation, internal controls, etc. b. Changes, if any, in accounting policies and practices and
reasons for the same;
Ms. Pooja Nambiar, the Company Secretary acts as the Secretary
to the committee. c. Major accounting entries involving estimates based on the
exercise of judgment by management;
During the FY2019-20, following four (4) meetings of the Audit
Committee were held on: d. Significant adjustments made in the financial statements
arising out of audit findings;
1. May 6, 2019
2. August 2, 2019 e. Compliance with listing and other legal requirements
3. November 6, 2019 relating to financial statements;
4. February 4, 2020
f. Disclosure of any related party transactions;
The time gap between any two meetings was not more than one
g. Qualifications in the draft audit report.
hundred twenty (120) days and the Company has complied with all
the requirements as mentioned under the Listing Regulations and 5. To review with the management, the statement of uses/
the Companies Act, 2013 (“the Act”). application of funds raised through an issue (public issue, rights
issue, preferential issue, etc.), the statement of funds utilized
Details of the composition of the committee and the status of
for purposes other than those stated in the offer document/
attendance during the year are as under:
prospectus/ notice and the report submitted by the agency
monitoring the utilisation of proceeds of a public or rights issue

and making appropriate recommendations to the Board to take 18. To ensure that the details of establishment of vigil mechanism is
up steps in this matter; disclosed by the Company on its website and in Board’s report;
6. To mandatorily review the following information: 19. To review the functioning of the Whistle Blower/
Vigil mechanism;
a. Management discussion and analysis of financial condition
and results of operations; 20. To approve appointment of CFO after assessing the qualifications,
experience and background, etc. of the candidate;
b. Statement of significant related party transactions (as
defined by the Audit Committee) submitted by management ; 21. To scrutinise inter-corporate loans and investments;
c. Management letters/letters of internal control weaknesses 22. To approve any subsequent modification of transaction/s of the
issued by the statutory auditors; Company with related parties;
d. Internal audit reports relating to internal control weaknesses. 23. To review valuation of undertakings or assets of the Company,
wherever it is necessary;
7. Invite such of the executives, as it considers appropriate
(particularly the CFO) to be present at the meetings of the 24. To investigate into any matter or activity within its terms of
Committee, but on occasions it may also meet without the reference referred to it by the Board and for this purpose shall
presence of any executives of the Company. The Managing have power to obtain legal or other professional advice from
Director & CEO, CFO, Head of Internal Audit and a representative external sources and have full access to information contained
of the Statutory Auditors may be present as invitees to the in the records of the Company;
meetings of the Audit Committee;
25. To seek information from any officer or employee
8. To secure attendance of outsiders with relevant expertise at of the Company;
the meetings of Audit Committee, if it considers necessary;
26. To call for the comments of the Auditors about internal control
9. To review with the Management, performance of statutory and systems, the scope of audit, including the observations of the
internal auditors and adequacy of the internal control systems; Auditors and also discuss any related issue/s with the Internal
and Statutory Auditors and the Management of the Company;
10. To evaluate internal financial controls and risk
management systems; 27. To carry out any other function as is mentioned in the terms of
reference of the Audit Committee or as enumerated in Section
11. To review and monitor the Auditor’s independence and
177 of the Act or Regulation 18 of the Listing Regulations with
performance and effectiveness of audit processes;
Stock Exchanges or in any subsequent amendment thereto;
12. To review the adequacy of internal audit function, if any,
28. To exercise any other power or perform any other function as
including the structure of the internal audit department,
enumerated in the Act or the Listing Regulations with the Stock
staffing and seniority of the official heading the department,
Exchanges or in any subsequent amendment thereto;
reporting structure coverage and frequency of internal
audit and reviewing appointment, removal and terms of 29. To review the utilisation of loans and/ or advances from/
remuneration of the Chief Internal Auditor; investment by the holding company in the subsidiary exceeding
` 100 crore or 10% of the asset size of the subsidiary, whichever
13. To discuss with internal auditors any significant findings and
is lower including existing loans/ advances/investments existing
follow up thereon;
as on the date of coming into force of this provision.
14. To review the findings of internal investigations by the internal
The Managing Director & CEO, the CFO, the Statutory Auditors and
auditors into matters where there is suspected fraud or
all the Directors of the Company are invited to the meetings of the
irregularity or a failure of internal control systems of a material
Audit Committee.
nature and reporting the matter to the Board;
15. To discuss with statutory auditors before the audit commences, NOMINATION & REMUNERATION COMMITTEE:
about the nature and scope of audit as well as post-audit
The Nomination & Remuneration Committee’s constitution, its
discussion to ascertain any area of concern;
role and terms of reference are in compliance with provisions of
16. To look into the reasons for substantial defaults in the payments, Section 178 of the Act, Regulation 19 of the Listing Regulations and
if any, to the depositors, debenture holders, shareholders (in the Securities and Exchange Board of India (Share Based Employee
case of non-payment of declared dividends) and creditors; Benefits) Regulations 2014, as amended from time to time.
17. To direct the Company to establish a vigil mechanism for During FY2019-20, following four (4) meetings of the
directors and employees to report genuine concerns to the Committee were held on:
Audit Committee and to ensure that the vigil mechanism
1. May 6, 2019
provides adequate safeguards against victimisation of persons
2. August 2, 2019
who use such mechanism and make provisions for direct access
3. November 6, 2019
to the Chairperson of the Audit Committee in appropriate or
4. February 4, 2020
exceptional cases;

Details of composition of the Committee and attendance during the 11. To recommend amendment to Employees Stock Option Scheme
year are as under: of the Company or to recommend any such new Scheme for
approval of members of the Company;
Name of the Director/ Member Category No. of
Meetings 12. To exercise all the powers as mentioned in the Employees
Attended Stock Option Scheme of the Company to be exercised by the
Mr. Pradip Roy, Chairman* I-NED 4 Compensation Committee of the Company;
Mr. Subrata Talukdar NI-NED 4
13. To approve grant of stock options to Directors and Employees
Mr. Pratip Chaudhuri** I-NED 3
of the Company;
I-NED: Independent- Non- Executive Director, NI-NED: Non- 14. To invite any executive or outsider, at its discretion at the
Independent, Non- Executive Director meetings of the Committee;
*Appointed as Chairman w.e.f. April 1, 2019 in place of 15. To devise a policy on Board diversity;
Mr. Y. H. Malegam who ceased to be Director w.e.f. April 1, 2019 16. To recommend to the Board, all remuneration, in whatever
by efflux of time. form, payable to senior management;
**Inducted as a member of the Committee by the Board 17. To exercise such other powers as may be delegated to it by the
w.e.f. April 1, 2019 Board from time to time.
This Committee is entrusted with the following powers: Policy for Selection and Appointment of Non-Executive Directors:
1. To identify persons who are qualified to become Directors and The Nomination & Remuneration Committee has framed a
who may be appointed in senior management in accordance policy relating to appointment of the Directors (Executive/ Non-
with the criteria laid down and recommend to the Board for Executive) on the Board and the Managing Director & CEO and their
their appointment and removal; remuneration. The details of the said Policy are given hereunder:
2. To formulate the criteria for evaluation of Independent a) The Non-Executive Directors shall be of high integrity with
Directors and the Board and to carry out the evaluation of relevant expertise and experience so as to have a diverse
every Director’s performance; Board with Directors having expertise in various fields
namely marketing, finance, taxation, law, governance and
3. To formulate the criteria for determining qualification, positive general management;
attributes and independence of Directors;
b) In case of appointment of Independent Directors, the
4. To recommend/ approve remuneration of the Executive Nomination & Remuneration Committee shall satisfy itself with
Directors and any increase therein from time to time, within regards to the experience, expertise and independent nature of
the limit approved by the members of the Company; the Directors vis-à-vis the Company so as to enable the Board
to discharge its functions and duties effectively;
5. To recommend/ approve remuneration of Non-Executive
Directors in the form of sitting fees for attending meetings of c) The Nomination & Remuneration Committee shall ensure that
Board and its Committees, remuneration for other services, the candidate identified for appointment as a Director is not
commission on profits, grant of stock options or payment of disqualified for appointment under Section 164 of the Act;
any other amount; d) The Nomination & Remuneration Committee shall consider
6. To decide the overall compensation structure/ policy for the qualification, expertise and experience of the Directors in
the Employees, Senior Management and the Directors of their respective fields whilst recommending to the Board the
the Company including ratio of fixed and performance pay, candidature for appointment as a Director;
performance parameters etc.; e) In case of re-appointment of Non-Executive Directors, the
7. To approve rating of Company’s performance for the purpose Board shall take into consideration the performance evaluation
of payment of annual bonus/ performance incentive to of the Director and his/ her engagement level.
Employees and Executive Director(s) of the Company; Remuneration Policy for Non-Executive Directors:
8. To approve Management Incentive Plan or any other Incentive The Non-Executive Directors shall be entitled to receive
Plan for the purpose of payment of performance Incentive to remuneration by way of sitting fee and reimbursement of expenses
the Employees and Executive Director(s) of the Company; for participation in the Board/ Committee meetings. The details of
Remuneration Policy for Non-Executive Directors and Independent
9. To engage the services of any consulting/ professional or Directors are given in Annexure IIIA to the Directors’ Report
other agency at the cost of the Company for the purpose of forming part of this Annual Report.
recommending to the Committee on compensation structure/
Details of sitting fee paid to Non-Executive Directors during
policy including Stock Option Scheme;
FY2019-20:
10. To recommend to the Board a policy, relating to the All the Non-Executive Directors are paid sitting fee of ` 100,000/-
remuneration for the Directors, Key Managerial Personnel and for attending each meeting of the Board of Directors and ` 50,000/-
other Employees; for attending each meeting of any Committee of the Board.

The details of sitting fee paid during the FY2019-20 are as under: # Besides the perquisite as mentioned above, taxable value of
perquisite on stock options exercised by Mr. Rajesh Subramaniam,
(Amount in `)
erstwhile Managing Director & CEO during the year was ` 9,067,500.
Name of the Director Sitting Fee The performance bonus as stated in the table above represents
Board Committee Total the variable component of the remuneration availed by the
Meetings Meetings# Managing Director & CEO and was decided by the Nomination
Dr. Sanjiv Goenka, Chairman 300,000 - 300,000
& Remuneration Committee based on the performance of the
Mr. Charles Richard Vernon 100,000 50,000 150,000 Company and the individual performance of the Managing Director
Stagg* & CEO during the previous financial year. This was in line with the
Ms. Grace Koshie 400,000 300,000 700,000 Remuneration Policy as approved by the Board.
Mr. Pradip Kumar Khaitan 300,000 - 300,000
During FY2019-20, Mr. Vipul Khanna, Managing Director & CEO
Mr. Pradip Roy 400,000 600,000 1,000,000 was granted 10,066,204 Stock Options under the Company’s
Mr. Pratip Chaudhuri 300,000 200,000 500,000 Employees Stock Option Scheme at an exercise price of ` 10/-per
Mr. Shashwat Goenka 400,000 150,000 550,000 share. Further, the Stock Options granted to him shall vest in the
Mr. Subrata Talukdar 400,000 550,000 950,000 following manner:
Mr. Sunil Mitra 400,000 250,000 650,000 A. Grants under Tenure Based Structure :
Mr. V. K. Sharma** 300,000 - 300,000 No. of Stock Options Vesting Date Vesting Conditions
TOTAL 3,300,000 2,100,000 5,400,000
1,186,624 October 1, 2021 Continued employment
# includes sitting fee for attending meetings of all the committees 719,966 October 1, 2023 Continued employment
including meeting of Independent Directors.
B. Grants under Performance Based Structure:
* Mr. Charles Richard Vernon Stagg was appointed as an No. of Stock Options Vesting Date Vesting Conditions
Independent Director w.e.f. May 6, 2019.
8,159,614 October 1, 2023 Achievement of Profits
** The five (5) year term of Mr. V. K. Sharma as an Independent Before Tax **
Director expired on November 13, 2019 by efflux of time.
** Performance period may be further defined in consultation with the
Remuneration Policy for Key Managerial Personnel and other Nomination & Remuneration Committee.
Employees of the Company:
The notice period of termination either by the Company or by the
The Company’s Remuneration Policy for Key Managerial Personnel
Managing Director & CEO is 3 months or payment of base salary of
and other employees is driven by the success and the performance
3 months by the Company or Managing Director & CEO as the case
of the Company and the individual and industry benchmarks and is
may be in lieu of notice.
decided by the Nomination & Remuneration Committee. Through
its compensation programme, the Company endeavors’ to attract,
STAKEHOLDERS RELATIONSHIP COMMITTEE:
retain, develop and motivate a high performance workforce.
The Company follows a mix of fixed/ variable pay, benefits and One (1) meeting of the Committee was held during FY 2019-20 on
performance related pay. The Company also grants stock options August 2, 2019. The details of composition of the Committee and
to senior management and deserving employees of the Company. attendance during the year are as under:
The details of Remuneration Policy for Key Managerial Personnel
and other Employees of the Company are given in Annexure III-B to Name of the Director/ Member Category No. of
Meetings
the Directors’ Report forming part of this Annual Report. Attended
Remuneration of the Managing Director & CEO: Mr. Subrata Talukdar, Chairman NI-NED 1
The Nomination & Remuneration Committee of the Board is Mr. Rajesh Subramaniam* NI-ED NA
authorised to decide the remuneration of the Managing Director Mr. Vipul Khanna* NI-ED 1
& CEO, subject to the approval of the members and the Central Mr. Pradip Roy** I-NED 1
Government, if required.
I-NED: Independent- Non- Executive Director, NI-NED: Non-
The details of remuneration of the Managing Director & CEO for
Independent, Non- Executive Director, NI-ED: Non-Executive,
the year ended March 31, 2020 are as under:
Executive Director
(Amount in `)
* Inducted as a member of the Committee by the Board w.e.f.
Name Salary & Performance Retirals* Perquisites# Total August 2, 2019 in place of Mr. Rajesh Subramaniam who ceased to
Allowances Bonus be the Managing Director & CEO, on account of expiration of his
Mr. Vipul 10,411,811 NA NA NA 10,411,811 term on August 1, 2019 by efflux of time.
Khanna
Mr. Rajesh 24,904,037 58,641,000 465,600 193,791 84,204,428 **Inducted as a member of the Committee by the Board
Subramaniam w.e.f. April 1, 2019.
* Retirals include contribution to Provident Fund but does not
include provision for gratuity.

The Stakeholders Relationship Committee and its terms of Name of the Director/ Member Category No. of
reference are in line with Section 178 of the Act and Regulation 20 Meetings
of the Listing Regulations. The Committee looks into the various Attended
Mr. Shashwat Goenka, Chairman NI-NED 2
aspects of interest of shareholders, debenture holders and other
security holders. Further, the Committee reviews Shareholders’/ Mr. Rajesh Subramaniam* NI-ED NA
Investors’ complaints like non-allotment of shares under IPO, non- Mr. Vipul Khanna* NI-ED 2
receipt/short receipt of IPO refund, non-receipt of Annual Report, Mr. Pradip Roy I-NED 2
physical transfer/ transmission/ transposition, split/ consolidation Mr. Subrata Talukdar NI-NED 2
of share certificates, issue of duplicate share certificates, etc. This
Committee is also empowered to consider and resolve the grievance I-NED: Independent- Non- Executive Director, NI-NED: Non-
of other stakeholders of the Company including debenture-holders, Independent, Non- Executive Director, NI-ED: Non-Independent,
deposit-holders and other security holders, if any. Executive Director
This Committee has the following terms of reference: * Inducted as a member of the Committee by the Board w.e.f.
1. Resolving the grievances of the security holders of the listed August 2, 2019 in place of Mr. Rajesh Subramaniam who ceased to
entity including complaints related to transfer/transmission be the Managing Director & CEO, on account of expiration of his
of shares, non-receipt of annual report, non-receipt of term on August 1, 2019 by efflux of time.
declared dividends, issue of new/duplicate certificates,
general meetings etc.; RISK MANAGEMENT COMMITTEE:
2. Review of measures taken for effective exercise of voting rights The Board had constituted Risk Management Committee on
by shareholders; February 4, 2019 as per Regulation 21 of the Listing Regulations.
The Committee shall have the following powers:
3. Review of adherence to the service standards adopted by the
listed entity in respect of various services being rendered by 1. To assist the Board of Directors (“Board”) in overseeing the
the Registrar & Share Transfer Agent; responsibilities with regard to the identification, evaluation
4. Review of the various measures and initiatives taken by the and mitigation of operational, strategic and external
listed entity for reducing the quantum of unclaimed dividends environmental risks;
and ensuring timely receipt of dividend warrants/annual 2. To assist the Board in taking appropriate measures to achieve a
reports/statutory notices by the shareholders of the company. prudent balance between risk and reward in both ongoing and
Ms. Pooja Nambiar, Company Secretary is the Compliance Officer new business activities;
of the Company.
3. To review and approve the Risk management policy and
The total numbers of complaints received during the year were One associated framework, processes and practices;
Hundred (100) all of which were resolved and there was no pending
4. To evaluate significant risk exposures including business
complaint as on March 31, 2020. The Company didn’t receive any
transfer request. continuity planning and disaster recovery planning;
5. To assess management’s actions in mitigating the risk exposures
CORPORATE SOCIAL RESPONSIBILITY COMMITTEE: in a timely manner;
The Board had constituted Corporate Social Responsibility 6. To promote Enterprise-wide Risk Management and obtain
Committee as per terms of Section 135 of the Act. The Committee comfort based on adequate and appropriate evidence that the
is entrusted with the following powers: Management of the Company ensures the implementation and
a) To formulate and recommend to the Board, a Corporate effective functioning of the entire risk management process
Social Responsibility Policy which shall indicate the activities and embedding of a comprehensive risk management culture
to be undertaken by the Company as specified in Schedule in the Company at every stage of its operations;
VII of the Act;
7. To assist the Board in maintenance and development of a
b) To recommend the amount of expenditure to be incurred on supportive culture, in relation to the management of risk,
the activities referred in clause (a) above; and appropriately embedded through procedures, training and
c) To monitor the Corporate Social Responsibility Policy of the leadership actions so that all employees are alert to the wider
Company from time to time. impact on the whole organisation of their actions and decisions;
Two (2) meetings of the Committee were held during the year on 8. To maintain an aggregated view on the risk profile of the
November 6, 2019 and February 4, 2020. Company/ Industry in addition to the profile of individual risks;
The details of composition of the Committee and attendance during 9. To ensure the implementation of and compliance with the
the year are as under: objectives set out in the Risk Management Policy;

10. To advise the Board on acceptable levels of risk appetite, who ceased to be the Managing Director & CEO, on account of
tolerance and strategy appropriate to the size and nature of expiration of his term on August 1, 2019 by efflux of time) and
business and the complexity and geographic spread of the Mr. Subrata Talukdar as Members. It deliberates on various strategic
Company’s operations; initiatives from time to time. During the year under review, no
meeting of the Strategy Committee was held.
11. To review and reassess the adequacy of this charter periodically
and recommend any proposed changes to the Board for
approval from time to time;
GENERAL BODY MEETINGS:
Venue, day, date and time of last three (3) Annual General
12. The Committee shall have access to any internal information
necessary to fulfill its oversight role. As and when required Meetings (AGM):
the Committee may assign tasks to the Internal Auditor, the Meeting and Venue Day & Date and Time
Company’s internal Risk management team and any external
expert advisors considered necessary for any task and they will Monday, August 2, 2019
18th Annual General Meeting
provide their findings to the Committee. 3.30 p.m.
Rangsharda Auditorium, Krishna
Chandra Marg, Near Lilavati Hospital,
One (1) meeting of the Committee was held during the year on
Nityanand Nagar, ONGC Colony, Bandra
February 4, 2020.
West, Mumbai 400 050
The details of composition of the Committee and attendance during Monday, August 6, 2018
the year are as under: 3.30 p.m.
Ravindra Natya Mandir, Sayani Road,
Prabhadevi, Mumbai - 400 025
Name of the Director/ Member Category No. of Tuesday, August 8, 2017
Meetings 3.30 p.m.
Attended Manik Sabhagriha, ‘Vishwakarma’ M.
Mr. Shashwat Goenka, Chairman NI-NED 1 D. Lotlikar Vidya Sankul, Opp. Lilavati
Mr. Vipul Khanna* NI-ED 1 Hospital, Bandra Reclamation, Mumbai
400 050
Ms. Grace Koshie I-NED 1
Mr. Dinesh Jain President & CFO 1 Details of Special Resolutions passed:
Mr. Arun Tyagi EVP - Operational 1 a) 18th AGM held on August 2, 2019
Excellence COE, (i) Appointment/continuation of Mr. Pradip Kumar Khaitan (DIN
Finance 00004821) as a Director of the Company;
I-NED: Independent- Non- Executive Director, NI-NED: Non- (ii) Approval of Firstsource Employees Stock Option Scheme
Independent, Non- Executive Director, NI-ED: Non-Independent, 2019 (ESOP 2019).
Executive Director b) 17th AGM held on August 6, 2018
* Inducted as a member of the Committee by the Board w.e.f. (i) Re-appointment of Mr. Pradip Roy as an Independent Director
August 2, 2019 in place of Mr. Rajesh Subramaniam who ceased to of the Company;
be the Managing Director & CEO, on account of expiration of his (ii) Appointment/ Continuation of Mr. Pradip Kumar Khaitan as a
term on August 1, 2019 by efflux of time. Director of the Company;
OTHER COMMITTEES OF THE BOARD: (iii) Appointment/ Continuation of Mr. Charles Miller Smith as a
Director of the Company.
Investment Committee:
The Committee comprises of Mr. Shashwat Goenka as Chairman c) 16th AGM held on August 8, 2017
(in place of Mr. Y. H. Malegam, erstwhile Chairman who ceased to No special resolution was passed.
be a Director w.e.f. April 1, 2019), Mr. Vipul Khanna (in place of During the said period no EGM was held.
Mr. Rajesh Subramaniam who ceased to be the Managing Director
& CEO, on account of expiration of his term on August 1, 2019 by POSTAL BALLOT:
efflux of time) and Mr. Subrata Talukdar as Members. It reviews
the investment decisions made by the Management, ensures During the financial year ended March 31, 2020, the Company
adherence to the ‘Investment Policy’ of the Company and approves had sought the approval of the shareholders by way of a Special
modifications to the Investment Policy as may be required Resolution through notice of postal ballot dated November 6,
from time to time. 2019 for appointment of Mr. Vipul Khanna as Managing Director &
CEO of the Company, which was duly passed on January 11, 2020
During the year under review, no meeting of the Investment
and the results of which were announced on January 13, 2020.
Committee was held.
Mr. Jayesh Shah (Membership No. FCS 5637) of Rathi & Associates,
Strategy Committee: Practising Company Secretaries, was appointed as the Scrutinizer
The Committee comprises of members viz. Mr. Shashwat Goenka, to scrutinize the postal ballot and remote e-voting process in a fair
as Chairman, Mr. Vipul Khanna (in place of Mr. Rajesh Subramaniam and transparent manner.

Details of Voting Pattern were as under:
Date of passing of Purpose Votes in favor of the resolution Votes against the resolution Invalid Votes
Special Resolution
No. of No. of shares % of total No. of No. of shares % of total No. of No. of shares
Voters voted valid votes Voters voted valid votes Voters voted
January 11, 2020 Approval of appointment of 285 440,373,045 92.99 88 33,194,601 7.01 21 162,560
Mr. Vipul Khanna as Managing
Director & CEO of the Company
*One of the shareholders holding Equity Shares in the Company has voted part of its voting in favour of the resolution and part of its voting
against the resolution. Thus, the number of e-voting confirmation received has been increased by 1.
In compliance with the Sections 108 and 110 and other applicable PERFORMANCE EVALUATION:
provisions of the Act, read with the related Rules, the Company had
Pursuant to the provisions of the Act and the Listing Regulations,
provided electronic voting (e-voting) facility, in addition to physical
the Board carries out the annual performance evaluation of its own
ballot, to all its members. For this purpose, the Company had
performance, the Directors individually (including the Chairman)
engaged the service of Central Depository Service (India) Limited
(“CDSL”). The Company had completed the dispatch of the Postal as well as the evaluation of the working of its Audit Committee,
Ballot Notice dated November 6, 2019 along with the Explanatory Nomination & Remuneration Committee, Stakeholders Relationship
Statement, postal ballot form and self-addressed business reply Committee, Corporate Social Responsibility Committee and
envelopes on December 12, 2019 to the shareholders who had not Risk Management Committee. The details of the performance
registered their e-mail IDs with the Depositories and also sent by evaluation process are given in the Directors’ Report under the
e-mail the said documents to shareholders whose e-mail IDs were heading “Board Evaluation” which forms part of the Annual Report.
registered with the Depositories. The Company also published
a notice in the newspaper declaring the details of completion of STATUTORY AUDITORS:
dispatch and other requirements as mandated under the Act and M/s. Deloitte Haskins & Sells LLP, Chartered Accountants, bearing
applicable Rules. Registration Number: 117366W/W-100018, were appointed as the
The voting under the postal ballot was kept open from Friday, Statutory Auditors of the Company by the members at their 16th
December 13, 2019 from 9.00 a.m. IST to January 11, 2020 upto Annual General Meeting (AGM) for a term of five (5) consecutive
5.00 p.m. IST (both days inclusive). Upon completion of scrutiny of years i.e. till the conclusion of 21st AGM. The particulars of
the postal ballot forms and votes cast through evoting in a fair and Statutory Auditors’ fees, on consolidated basis, is given below:
transparent manner, the scrutinizer i.e. Mr. Jayesh Shah submitted
his report to the Company and the results of the postal ballot Particulars Amount (` In Million)
were announced by the Company on January 13, 2020. The voting Auditors remuneration and expenses
results were sent to the Stock Exchanges and also displayed on the - Audit fees 16.00
Company’s website www.firstsource.com and on the website of - Other services 5.01
CDSL www.evoting.com.
- Reimbursement of expenses 0.95
Total 21.96
TRAINING FOR BOARD MEMBERS:
Pursuant to Regulation 25 of the Listing Regulations, the Company
DISCLOSURES:
has put in place a system to familiarise its Independent Directors
with the Company, their roles, rights and responsibilities in the i. Related Party Transactions:
Company, nature of the industry in which the Company operates, The transactions with related parties as per Accounting
business model of the Company, etc. Newly appointed Independent Standard AS-18 are set out in Notes to Accounts under Note no.
Directors are taken through roles and responsibilities. To ensure 25 forming part of financial statements.
that they uphold the highest standards of business conduct, Code
for Independent Directors, Code of Conduct for Non-Executive All transactions entered into with Related Parties as defined
Directors and Code of Conduct for Prevention of Insider Trading under the Act and Regulation 23 of the Listing Regulations
as issued by the Company are also shared with them at the time during the financial year were in the ordinary course of
of their appointment/ re-appointment. Further, presentations are business. There were no materially significant transactions
made at the Board and its Committee meetings, on a quarterly with related parties during the financial year which were in
basis, covering the business and financial performance of the conflict with the interest of the Company. Suitable disclosures
Company and its subsidiaries, quarterly/ annual financial results, as required under Ind-AS have been made in the Notes to the
revenue and capital budget, review of Internal Audit findings, etc. Financial Statements.
The details of such familiarisation programmes are published The Board has approved a policy for related party transactions
on the Company’s website at https://www.firstsource.com/ which has been uploaded on the Company’s website at https://
wp-content/uploads/2020/06/Policy-on-familiarisation-of- https://www.firstsource.com/wp-content/uploads/2020/06/
Independent-Directors.pdf. FSL-Related-Party-Transactions-Policy.pdf.

ii. Disclosures from Senior Management: In staying true to our values of Strength, Performance and
In Compliance with Regulation 26(5) of the Listing Regulations, Passion and in line with Company’s vision of being one of the
disclosures from Senior Management are obtained on as most respected companies in India, the Company is committed
quarterly basis to the effect that they have not entered into any to the high standards of Corporate Governance and Stakeholder
material, financial and commercial transactions, where they Responsibility.
have personal interest that may have potential conflict with the
v. Corporate Social Responsibility Activities:
interest of the Company at large.
In compliance with Section 135 of the Act read with the
iii. Compliances by the Company: Companies (Corporate Social Responsibility Policy) Rules, 2014,
The Company has complied with the requirements of the the Company has established Corporate Social Responsibility
Regulatory Authorities on matters related to the capital (CSR) Committee, details of which are given earlier in this
market and no penalties/ strictures have been imposed against Report. An Annual Report on CSR Activities forms part of
the Company by the Stock Exchanges or SEBI or any other Directors’ Report. The Company has also formulated Corporate
Regulatory Authority on any matter related to capital market Social Responsibility Policy and same is available at the website
during the last three years. of the Company viz. https://www.firstsource.com/wp-content/
iv. Whistle Blower Policy/ Vigil Mechanism: uploads/2020/06/CSR-Policy-2020-V1.pdf.
The Company has adopted a Whistle Blower Policy to provide a vi. Global Ethics Compliance, Gift & Entertainment Policy and
vigil mechanism to Directors, Employees, Agents, Consultants, Anti Bribery Policy:
Vendors and Business Partners to disclose instances of The Company has implemented Global Ethics Policy, Gift &
wrongdoing in the workplace. The object of this Whistle Blower Entertainment Policy and Anti Bribery Policy after keeping
Policy is to encourage individuals to disclose instances of any in mind the regulatory requirements of UK Bribery Act, 2010
irregularity, unethical practice and/ or misconduct and protect (“UKBA”) and US Foreign and Corrupt Practices Act, 1977
such individuals in the event of a disclosure. The Company is (“FCPA”). A system of ongoing training, monitoring and review
keen on demonstrating the right values and ethical, moral of bribery and corruption issues has been implemented. The
and legal business practices in every field of activity within Company observes ‘zero tolerance’ policy towards unethical
the scope of its work. Policy provides for a vigil mechanism behaviour and bribery.
and framework to promote responsible whistle blowing and
ensure effective remedial action and also protect the interest vii. CEO/CFO Certification:
of the whistle blower as guided by legal principles. This policy Certification on financial statements pursuant to Regulation
is intended to: 17(8) of the Listing Regulations has been obtained from the
Managing Director & CEO and the CFO of the Company. Extract
a) Encourage and enable Directors, Employees, Agents, of the same is given at the end of this Report.
Consultants, Vendors and Business Partners to raise
issues or concerns, which are either unacceptable or viii. Code of Conduct for Directors and Senior Management:
patently against the stated objectives, law or ethics, The Board has laid down Code of Conduct for Executive
within the Company; Directors and Senior Management and for Non-Executive/
Independent Directors of the Company. The Codes of Conduct
b) Ensure that Directors, Employees, Agents, Consultants, have been circulated to the Board and Senior Management
Vendors and Business Partners can raise issues or concerns and the compliance of the same has been affirmed by them.
without fear of victimization, subsequent discrimination or A declaration signed by the Managing Director & CEO in
disadvantage thereof; this regard is given at the end of this Report. The Code of
c) Reassure the whistle blower/(s) that they will be protected Conduct is available at the website of the Company https://
from possible reprisals or victimization, if they have made www.firstsource.com/wp-content/uploads/2020/06/Code-of-
disclosures in good faith; conduct-for-Executive-Directors-and-Senior-Management.pdf.
d) Ensure that where any wrong doing by the Company or ix. Code of Conduct for Prohibition of Insider Trading:
any of its Directors, Employees, Agents, Consultants, The Company has framed ‘Firstsource Solutions Code of
Vendors and Business Partners, is identified and reported conduct for prohibition of Insider Trading’ pursuant to the
to the Company under this policy, it will be dealt with SEBI (Prohibition of Insider Trading) Regulations 2015 (“the
expeditiously, thoroughly investigated and remedied. The Code”), as amended from time to time which is applicable to
Company will further examine the means of ensuring how its Directors, Officers, and Designated Employees. The Code
such wrong doing can be prevented in future and will take includes provisions relating to disclosures, opening and closure
corrective action accordingly. of Trading Window and Pre-Clearance of trades procedure.
In compliance with SEBI Regulations, the Company sends
The policy also provides adequate safeguards against
intimations to Stock Exchanges from time to time.
victimization of persons who use such mechanism and makes
provision for direct access to the Chairman of the Audit x. Compliance Reports:
Committee in appropriate or exceptional cases. All complaints The Board reviews the compliance reports on all laws applicable
received under the said policy are reviewed by the Audit to the Company on a quarterly basis. The Managing Director
Committee at its meeting held every quarter. & CEO submits a ‘Compliance Certificate’ to the Board every

quarter based on the compliance certificates received from the sexual harassment. Employees are trained and made aware
functional heads and heads of subsidiaries of the Company. of the policy requirements at the time of induction and once
every year during their employment. Vendor staff compliances
xi. Subsidiary Companies:
are ensured through agreement and regular monitoring.
As on March 31, 2020, the Company had one (1) domestic
As on March 31, 2020, there were overall 23 cases of sexual
subsidiary and thirteen (13) foreign subsidiaries. One (1)
harassment reported for India in FY2019-20, out of which 22
domestic subsidiary and eleven (11) out of thirteen (13) foreign
are closed and 1 pending.
subsidiaries are wholly owned by the Company or its subsidiary
companies. The Company has no material non-listed Indian xv. Secretarial Standards Issued by the Ministry of Corporate
Subsidiary Company as defined in Regulation 16 of the Listing Affairs:
Regulations. The Company has a policy for determining ‘material The Company follows Secretarial Standard-1 (SS-1) on
subsidiary’ which is available on website of the Company viz. “Meetings of the Board of Directors” and Secretarial Standard-2
(SS-2) on “General Meetings” which were issued and amended
https://www.firstsource.com/wp-content/uploads/2020/06/
from time to time by the Ministry of Corporate Affairs
FSL-Material-Subsidiary-Policy.pdf
based on the recommendation of the Institute of Company
Nanobi Data and Analytics Private Limited is an Secretaries of India.
associate company.
xvi. Management Discussion and Analysis Report:
The minutes of the meetings of the subsidiary companies are Management Discussion and Analysis Report forms a part of
placed at the Board Meetings of the Company. The consolidated this Annual Report.
financial statements of the Company and its subsidiaries are
xvii. Independent Directors:
reviewed by the Audit Committee.
The Independent Directors of the Company have the option
xii. Policies as Per SEBI (Listing Obligations and Disclosure and freedom to meet and interact with the Company’s
Requirements) Regulation 2015 (“Listing Regulations”): Management as and when they deem it necessary. They are
The Company has framed Policy for Preservation of Documents, provided with necessary resources and support to enable them
Policy for Determination of Materiality of Events/ Information to analyze the information/data provided by the Management
and Archival Policy as per requirement of Listing Regulations. and help them to perform their role effectively.
The same are available on the website of the Company viz.
xviii. Share Reconciliation Audit:
https://www.firstsource.com/investor-relations/.
As stipulated by SEBI, a qualified Practising Company Secretary
xiii. Risk Management & Internal Control: carries out reconciliation of Share Capital Audit to reconcile
The Company has implemented a comprehensive ‘Enterprise the total admitted capital with National Securities Depository
Risk Management’ framework in order to anticipate, identify, Limited (NSDL) and Central Depository Services (India) Limited
measure, mitigate, monitor and report the risks to meet the (CDSL) and the total issued and listed capital. This audit is carried
strategic business objectives, details of which are given in the out every quarter and the report thereon is submitted to the
Risk Management section under ‘Management Discussion and Stock Exchanges. The Audit confirms that the total Listed and
Analysis Report’ which forms part of this Annual Report. Paid-up capital is in agreement with the aggregate of the total
number of shares in dematerialised form and in physical form.
In view of Listing Regulations, effective April 1, 2019, the Board
constituted a Risk Management Committee on February 4, xix. Requirements of Chapter IV of Listing Regulations:
2019 to monitor and mitigate potential risks associated with The Company has complied with all applicable requirements of
the Company and its business. Chapter IV of the Listing Regulation.
The Company has a competent in-house Internal Audit team xx. Discretionary Requirements under Regulation 27:
which prepares and executes a vigorous Audit Plan covering The Company has adopted the following discretionary
various functions such as operations, finance, human requirements as prescribed in Part E to Schedule II under
resources, administration, legal and business development Regulation 27 of the Listing Regulations:
etc. across different geographies. The team presents their key
a) Shareholders’ Rights:
audit findings of every quarter to the Audit Committee and the
The Company follows a practice of e-mailing the quarterly
Management updates the members about the remedial actions
and annual financial statements to all shareholders, who have
taken or proposed for the same. The suggestions and comments
provided their e-mail addresses to the Depositories through
from the Committee members are vigilantly incorporated and
their respective Depository Participants.
executed by the Company.
b) Unqualified Audit Report:
xiv. Prevention of Sexual Harassment Policy:
The Company adopts best practices to move towards a
The Company has Prevention of Sexual Harassment policy
regime of financial statements with unmodified audit opinion.
to promote a protective and healthy work environment. The
There are no audit qualifications in the Company’s financial
complaints received are investigated by a Committee instituted
statements for the year ended March 31, 2020.
within the policy framework. Details of actions recommended
by the Committee and implemented by the Company are c) Separate posts of Chairman and CEO:
reviewed by the Audit Committee at its meeting held every There are separate posts of the Chairman and the Managing
quarter. The Company has a zero-tolerance policy towards such Director & CEO and there is a clear demarcation of the roles

and responsibilities of the Chairman and the Managing Director Q3 ending December 31, 2020 Last week of January 2021 or
& CEO of the Company. First/ Second week of February
2021
MEANS OF COMMUNICATION: Q4 and financial year ending March 31, First/ Second week of May 2021
2021
The announcement of quarterly and annual financial results to the Annual General Meeting (Financial Year In the month of July 2021 or
Stock Exchanges is followed by media call and earnings conference 2020-21) August 2021
calls subject to directives issued by Government from time to time.
*** The same shall vary as per the directives by the Government
The following information is promptly uploaded on the Company’s
from time to time in the prevailing COVID-19 situations.
website viz. www.firstsource.com:
III. Dates of Book Closure for Annual General Meeting (both days
• Standalone and Consolidated financial results, investors’
inclusive):
presentations, press release, fact sheet and transcript of
The Register of Members and Share Transfer Books of the
earnings conference calls;
Company will remain closed from Wednesday, July 15, 2020 to
• Shareholding pattern (Regulation 31(1) of Listing Regulations) Tuesday, July 21, 2020 (both days inclusive) for the purpose of
filed with Stock Exchanges on a quarterly basis; and the Annual General Meeting.
• Presentations made to institutional investors or the analysts. IV. Dividend:
The Board vide the resolution passed through circulation on
GENERAL SHAREHOLDER INFORMATION: February 17, 2020 declared an interim dividend at the rate of
25% i.e. ` 2.50 per share of ` 10/- each.
I. Annual General Meeting:
Day, Date & Time Tuesday, July 21, 2020 at 11.00 a.m. V. Listing on Stock Exchanges and Payment of Listing Fee:
The equity shares of the Company are listed on the National
Venue AGM through Video Conferencing / Other Stock Exchange of India Ltd. (NSE) and the BSE Limited (BSE).
Audio Visual Means (VC/OAVM) Facility
Annual Listing fee for FY2019-20 were paid by the Company to
[Deemed Venue for meeting :
NSE and BSE on time.
Registered Office: 5th Floor, Paradigm ‘B’
Wing, Mindspace, Link Road, Malad (West), VI. Custodian Fee to Depositories:
Mumbai – 400 064] The Company has paid fee for FY 2019-20 to National Securities
Depository Limited (NSDL) and Central Depository Services
II. Financial Year: (India) Limited (CDSL) on time.
April 1, 2019 to March 31, 2020
VII. (a) Stock Code / Symbol:
Financial Calendar (Tentative): FY2020-21*** NSE FSL
Q1 ending June 30, 2020 Last week of July 2020 or in the BSE 532809
month of August 2020
Q2 ending September 30, 2020 Last week of October 2020 or ISIN in (NSDL and CDSL) INE684F01012
First/ Second week of November Corporate Identity Number (CIN) L64202MH2001PLC134147
2020
VIII. Market Price Data – The market price data i.e. monthly high and low prices of the Company’s shares on NSE and BSE are given below:
Month NSE BSE
Share Price (`) No. of shares traded Share Price (`) No. of shares traded
High Low High Low
Apr – 2019 54.10 47.10 61,766,269 54.20 47.00 8,787,116
May – 2019 57.85 47.65 53,267,997 57.85 47.85 9,171,416
Jun – 2019 54.95 47.15 25,280,529 55.45 47.20 4,775,233
Jul – 2019 54.00 48.10 31,642,191 54.50 48.10 5,756,597
Aug – 2019 50.90 45.40 23,824,794 50.80 45.40 2,384,944
Sep – 2019 55.35 45.95 37,201,195 55.30 45.95 4,425,712
Oct – 2019 53.00 44.65 33,730,909 52.95 44.80 2,432,485
Nov – 2019 50.80 39.40 32,209,722 50.80 39.35 2,927,623
Dec – 2019 43.90 36.50 28,192,622 43.90 36.55 2,111,556
Jan – 2020 45.95 40.15 29,962,547 46.10 40.20 2,235,056
Feb – 2020 48.65 38.50 29,986,842 48.65 38.65 2,896,146
Mar – 2020 42.70 20.10 33,019,578 42.45 20.65 5,137,281

IX. The performance of share price of the Company in comparison Top 10 Shareholders as on March 31, 2020:
to BSE Sensex is given below: Sr. Name of the Shareholders Category of No of %
No. Shareholder Shares
1 CESC Ventures Limited Promoters 373,976,673 53.90
2 HDFC Small Cap Fund Mutual Funds 50,259,612 7.24
3 ICICI Bank Ltd Bank 32,878,036 4.74
4 Jhunjhunwala Rakesh Resident Indian 14,300,000 2.06
Radheshyam
5 Steinberg India Emerging Foreign Institutional 12,589,081 1.81
Opportunities Fund Limited Investor
1-Apr-19
1-May-19
1-Jun-19
1-Jul-19
1-Aug-19
1-Sep-19
1-Oct-19
1-Nov-19
1-Dec-19
1-Jan-20
1-Feb-20
1-Mar-20
6 Bernstein Fund, Inc. - Foreign Institutional 6,990,742 1.01
International Small Cap Investor
Sensex Firstsource Solutions Ltd.
Portfolio
7 Aditya Birla Money Limited Body Corporate 5,000,000 0.72
X. Registrar & Transfer Agent:
8 LSV Emerging Markets Small Foreign Institutional 3,818,400 0.55
3i Infotech Limited
Cap Equity Fund, LP Investor
Tower #5, 3rd to 6th Floors, International Infotech Park, Vashi, 9 Mercer QIF Fund PLC Foreign Institutional 3,215,966 0.46
Navi Mumbai - 400 703 - Mercer Investment Investor
XI. Share Transfer System: Fund 1 - Firth Investment
The transfer of shares in physical form is generally processed Management PTE Ltd
10 Firstsource Employee Benefit Resident Indian 3,156,000 0.45
by Registrar & Transfer Agent within a period of seven (7) days Trust
from the date of receipt thereof, provided all the documents Total 506,184,510 72.94
are in order. In case of shares in electronic form, the transfers
are done by Depositories viz. NSDL and CDSL. In compliance XIII. Dematerialisation of Shares and Liquidity:
with Regulation 40(9) of the Listing Regulations, the Company Trading in the Company’s shares is permitted only in
obtains a certificate from a Practicing Company Secretary on dematerialised form. The Company has established connectivity
a half-yearly basis confirming that all certificates have been with both the Depositories viz. NSDL and CDSL through its
issued within one (1) month from the date of lodgment for Registrar and Share Transfer Agents, whereby the investors
transfer, sub-division, consolidation, etc. have the option to dematerialise their shares with either of
the depositories.
XII. Distribution of shareholding as on March 31, 2020:
Share Holding Shareholders Nominal Capital The Company obtains a certificate from a Practising Company
(Nominal Value) Secretary every quarter, which confirms that total issued
` No. % ` % capital of the Company is in agreement with total number of
Upto 5,000 165,064 97.86 638,474,670 9.20 shares in dematerialised form with NSDL and CDSL and shares
in physical form.
5,001-10,000 1,901 1.13 143,397,760 2.07
10,001-20,000 815 0.48 116,222,070 1.68 Shares held in dematerialised and physical form as on March 31,
20,001-30,000 316 0.19 79,619,760 1.15 2020:
30,001-40,000 142 0.08 49,971,800 0.72 Shareholders Shareholders
40,001-50,000 94 0.06 43,335,310 0.62 No. of % to Total No. of % to

50,001-1,00,000 163 0.10 116,318,590 1.68 Shareholders Sharehold- Shares Total
ers share
100,001 and above 182 0.11 5,750,927,840 82.89 Capital
Total 16,8677 100.00 6,938,267,800 100.00 Dematerialised
Form
NSDL 95,625 56.69 644,354,290 92.87
The Shareholding pattern as on March 31, 2020 is given as under:
CDSL 73,043 43.29 49,471,206 7.13
Total in 168,668 99.99 693,825,496 100.00
CESC Ventures Limited (53.90%) dematerialised from
373,976,673 Shares Physical Form 9 0.01 1,284 Negligible
Individuals (21.26%) Total 168,677 100.00 693,826,780 100.00
147,476,462 Shares
Bodies Corporates (3.00%)
20,809,415 Shares
As on March 31, 2020, almost 100% of the paid up share capital
Mutual Funds (7.46%) constituting 99.99% of the number of shareholders, is in
51,759,635 Shares dematerialised form.
Foreign Ins�tu�onal Investors(FIIs) (9.52%)
66,056,118 Shares Details of Unclaimed Shares:
Banks 33,748,477 Shares (4.86%) The Company made an Initial Public Offering (IPO) in February
2007. The Equity shares issued pursuant to the said IPO which
remained unclaimed are lying in the Demat Suspense Account/

Escrow Account of the Company with ICICI Bank Ltd. The Company Dedicated e-mail Id for redressal of Investors grievances:
had sent three (3) reminders to the investors requesting them to complianceofficer@firstsource.com.
furnish correct demat account details so that the shares lying in the
Mumbai
said Escrow Account can be transferred to their demat account.
May 26, 2020
Pursuant to Schedule V of the Listing Regulations, the details of
unclaimed shares as on March 31, 2020 are as under: PRACTISING COMPANY SECRETARIES’ CERTIFICATE
REGARDING COMPLIANCE OF CONDITIONS OF
Particulars No. of No. of shares CORPORATE GOVERNANCE
shareholders
Outstanding shares in the Escrow Account 49 5,521 To,
with ICICI Bank Ltd. as on April 1, 2019 The Members of
Investors who have approached the 0 0
Company for transfer of shares from
Escrow Account during the FY 2019-20 We have examined the compliance of conditions of Corporate
Investors to whom shares were transferred 0 0 Governance by Firstsource Solutions Limited having CIN:
from Escrow Account during the L64202MH2001PLC134147 and having its Registered Office at 5th
FY 2019-20 Floor, Paradigm ‘B’ Wing, Mindspace, Link Road, Malad - (West),
Outstanding shares in the Escrow Account 49 5,521
Mumbai 400 064 (“the Company”), for the year ended March 31,
as on March 31, 2020
2020, as stipulated in Chapter IV of the SEBI (Listing Obligations and
XIV. Outstanding Global Depository Receipts (GDRs)/ American Disclosure Requirements) Regulations, 2015 (“Listing Regulations”).
Depository Receipts (ADRs)/ Warrants or any convertible
The compliance of conditions of Corporate Governance is the
instruments, conversion date and likely impact on Equity:
responsibility of the Management. Our examinations have been
The Company had fully discharged its obligation towards the
limited to the procedures and implementation thereof, adopted
bondholders in December 2012. The Company did not have
by the Company for ensuring the compliance of the conditions of
any other outstanding convertible instruments/ADRs/GDRs/
Corporate Governance as stipulated in the Listing Regulations. It
Warrants as on March 31, 2020.
is neither an audit nor an expression of opinion on the Financial
Commodity price risk or foreign exchange risk and hedging Statements of the Company.
activities:
In our opinion and to the best of our information and according
The Company does not deal in commodities and hence the
to the explanations given to us and the representations made by
disclosure pursuant to SEBI Circular dated November 15,
the Directors and the Management of the Company, we certify
2018 is not required to be given. For a detailed discussion on
that the Company has complied with the conditions of Corporate
foreign exchange risk and hedging activities, please refer to
Governance as stipulated in Chapter IV of the Listing Regulations.
Management Discussion and Analysis Report.
We further state that such compliance is neither an assurance
XV. Delivery Centres
as to the future viability of the Company nor of the efficiency or
The Company along with its 14 subsidiaries has 36 global
effectiveness with which the Management has conducted the
delivery centers of which 11 are located in India, 17 in the USA, 6
affairs of the Company.
in the UK and 2 in the Philippines as per the details given below:
For Rathi and Associates
India (11): Chennai (2), Mumbai (2), Bangalore (3), and 1 each in
(Company Secretaries)
Pondicherry, Vijayawada, Indore and Trichy.
USA (17): Louisville in Kentucky, Kingston & Amherst in Himanshu S. Kamdar
New York, Rockford and Belleville in Illinois, Salt Lake City in Partner
Utah, Colorado Springs in Colorado, Eugene in Oregon, Palm FCS 5171
Bay in Florida, Rocky Hill in Connecticut and 7 operational C.P. No. 3030
hubs of MedAssist. UDIN: F005171B000277311
Mumbai
United Kingdom (6): Belfast, Cardiff, Londonderry,
May 25, 2020
Middlesbrough, Warrington and Derby.
Philippines (2): Manila, Cebu
XVI. Address for Correspondence:
Ms. Pooja Nambiar
Company Secretary & Compliance Officer
Firstsource Solutions Ltd.
5th Floor, Paradigm ‘B’ wing, Mindspace, Link Road,
Malad-(W), Mumbai 400 064
Tel. No.: 91 (22) 6666 0888
Fax: 91 (22) 6666 0887

CERTIFICATION FROM THE MANAGING DIRECTOR & (2) significant changes in accounting policies during the year
CEO AND THE CFO: and that the same have been disclosed in the notes to the
financial statements; and;
In terms of Regulation 17(8) read with Part B of Schedule II of the
SEBI (Listing Obligations and Disclosure Requirements) Regulation (3) instances of significant fraud of which the Company have
2015 (“Listing Regulations”), we hereby certify as under: become aware and the involvement therein, if any, of the
management or an employee having a significant role in the
A. We have reviewed financial statements and the cash
Company’s internal control system over financial reporting.
flow statement for the year and that to the best of our
knowledge and belief: For Firstsource Solutions Limited
(1) these statements do not contain any materially untrue
Vipul Khanna Dinesh Jain
statement or omit any material fact or contain statements
Managing Director & CEO President & CFO
that might be misleading;
(2) these statements together present a true and fair view of Mumbai
the listed entity‘s affairs and are in compliance with existing May 26, 2020
accounting standards, applicable laws and regulations.
B. There are, to the best of our knowledge and belief, no DECLARATION BY THE MANAGING DIRECTOR & CEO ON
transactions entered into by Company during the year ‘CODE OF CONDUCT’
which are fraudulent, illegal or violative of the Company’s
I hereby confirm that:
code of conduct.
The Company has obtained from all the members of the Board and
C. We accept responsibility for establishing and maintaining
senior management, affirmation that they have complied with the
internal controls for financial reporting and that we have
Code of Conduct as applicable to them.
evaluated the effectiveness of internal control systems of the
Company pertaining to financial reporting. We have disclosed
to the auditors and the audit committee, deficiencies in the Vipul Khanna
design or operation of such internal controls, if any, of which Managing Director & CEO
we are aware and the steps we have taken or propose to take Mumbai
to rectify these deficiencies. May 26, 2020
D. The Company have indicated to the Auditors and the
Audit Committee:
(1) significant changes in internal control over financial
reporting during the year;

INDEPENDENT AUDITOR’S REPORT
TO THE MEMBERS OF KEY AUDIT MATTERS

FIRSTSOURCE SOLUTIONS LIMITED
Key audit matters are those matters that, in our professional
judgment, were of most significance in our audit of the Consolidated
REPORT ON THE AUDIT OF THE CONSOLIDATED
Financial Statements of the current period. These matters were
FINANCIAL STATEMENTS
addressed in the context of our audit of the Consolidated Financial
Statements as a whole, and in forming our opinion thereon, and
OPINION
we do not provide a separate opinion on these matters. We have
We have audited the accompanying Consolidated Financial determined the matters described below to be the key audit
Statements of Firstsource Solutions Limited (the ‘Company’) and its matters to be communicated in our report.
subsidiaries, (the Company and its subsidiaries together referred
Sr. Key Audit Matter Auditor’s Response
to as the ‘Group’) which includes the Group’s share of profit in
no.
its associate, which comprise the Consolidated Balance Sheet 1. Revenue recognition and Principal audit procedures performed
as at 31 March 2020, the Consolidated Statement of Profit and measurement in respect of a) We gained an understanding of
Loss (including Other Comprehensive Income), the Consolidated un-invoiced amounts the Group’s processes in collating
Statement of Changes in Equity and the Consolidated Statement of (Refer Note 7(ii) of the the evidence supporting delivery
Cash Flows for the year then ended, and a summary of significant Consolidated Financial of services for each disaggregated
accounting policies and other explanatory information (hereinafter Statements) type of revenue. We also obtained
referred to as the ‘Consolidated Financial Statements’). The Group, in its contracts an understanding of the design of
with customers, promises key controls for quantifying units
In our opinion and to the best of our information and according to transfer distinct services of services that would be invoiced
to the explanations given to us, and based on the consideration (‘performance obligations’) and the application of appropriate
of reports of other auditor on separate financial statements of to its customers which may prices for each of such services.
an associate referred to in the Other Matters section below, the be rendered in the form b) We tested the design and operating
aforesaid Consolidated Financial Statements give the information of customer management, effectiveness of management’s
required by the Companies Act, 2013 (the ‘Act’) in the manner transaction processing key controls in collating the units
so required and give a true and fair view in conformity with the (including revenue cycle of services delivered and in the
Indian Accounting Standards prescribed under section 133 of the management in the application of accurate prices for
Act read with the Companies (Indian Accounting Standards) Rules, healthcare industry) and debt each of such services for a sample
2015, as amended (‘Ind AS’), and other accounting principles collection services. Revenue of the un-invoiced revenue entries,
generally accepted in India, of the consolidated state of affairs is recognised based on the which included testing of access
of the Group as at 31 March 2020, and their consolidated profit, pattern of benefits from the and change management controls
their consolidated total comprehensive income, their consolidated performance obligations to exercised in respect of related
changes in equity and their consolidated cash flows and for the year the customer in an amount information systems.
ended on that date. that reflects the consideration c) We have tested a sample of un-
received or expected to be invoiced revenue entries with
BASIS FOR OPINION received in exchange for the reference to the reports from
services (‘transaction price’). the information system that
We conducted our audit of the Consolidated Financial Statements The agreed contractual terms record the inputs relating to the
in accordance with the Standards on Auditing specified under for service deliveries that are services delivered to confirm
section 143 (10) of the Act (‘SAs’). Our responsibilities under those based on unit-of-work, time the units of services delivered
Standards are further described in the Auditor’s Responsibility for and material or a specified and contractual rates for the
the Audit of the Consolidated Financial Statements section of our contingency (such as recovery application of appropriate price for
report. We are independent of the Group and its associate in of dues or disbursement of each of services. We also tested
accordance with the Code of Ethics issued by the Institute loans) adjusted for rebates, the adjustments on account of
of Chartered Accountants of India (‘ICAI’) together with the ethical volume discounts, incentives volume discounts and committed
requirements that are relevant to our audit of the Consolidated or penalties (‘variable service levels of performance.
Financial Statements under the provisions of the Act and the consideration’). At each With regard to incentives, our
reporting date, revenue is tests were focused to ensure that
Rules made thereunder, and we have fulfilled our other ethical
accrued for work performed accruals were restricted to only
responsibilities in accordance with these requirements and the
that may not have been those items where contingencies
ICAI’s Code of Ethics. We believe that the audit evidence obtained
invoiced. Identifying whether were minimal.
by and the audit evidence obtained by other auditor is sufficient
and appropriate to provide a basis for our audit opinion on the
Consolidated Financial Statements.

Sr. Key Audit Matter Auditor’s Response Sr. Key Audit Matter Auditor’s Response
no. no.
the Group’s performance have d) We have performed substantive operating margins, discount d) We evaluated the impact of
resulted in a billable service analytical procedures to evaluate rates and terminal growth changes in management’s
that is collectable where the reasonableness of un- rates. Changes in these forecasts from those provided for
the service deliveries have invoiced revenues recognised. assumptions could have a the year ended 31 March 2019
not been acknowledged by Un-invoiced revenues from fixed significant impact on either to those provided for the year
customers as of the reporting fee based service contracts the recoverable amount, ended 31 March 2020 (annual
date involves a fair amount of were not significant resulting in the amount of goodwill measurement date).
judgment. lower risk relating to cut off and impairment charge, if any, or e) With the assistance of our
Recognition of revenue accuracy. Therefore, we focused both. The goodwill balance fair value specialists, who has
before acknowledgment our attention on time and unit was ` 22,323.56 Million as specialised skill and knowledge,
of receipt of services by priced based service contracts at 31 March 2020 which we evaluated the reasonableness
customer could lead to an in performing substantive is allocated to Healthcare, of the valuation methodology
over or understatement of analytical procedures. These Collection, Customer and discount rate by testing the
revenue and profit, whether procedures involved developing Management and Mortgage source information underlying the
intentionally or in error. sufficiently precise expectations as CGUs. The recoverable determination of the discount rate
using a plausible and predictable amount of each reporting unit and the mathematical accuracy
relationship among appropriately exceeds its carrying value as of of the calculation for significant
disaggregated data. the measurement date and, CGUs.
e) We also extended our testing therefore, no impairment was f) We performed through sensitivity
upto the date of approval of the recognized. analysis on the key assumptions
consolidated financial statements Given the nature of the Group’s to ascertain the extent of change
by the Board of Directors of the operations, the method used in those assumptions that would
Company to verify adjustments, if to determine its value in use, be required for the goodwill to be
any, that may have been necessary and the difference between impaired.
upon receipt of approvals from its value in use and carrying g) Our procedures included
customers for services delivered value, auditing management’s evaluation of the impact of
prior to the reporting date and / or judgments regarding forecasts current economic conditions on
collections against those. of future revenue, operating account of COVID -19 pandemic
f) We have reviewed the delivery margin and free cash flows on the assumptions used in the
and collection history of customers and selection of the discount Group’s last annual impairment
against whose contracts un- rate for each CGU involved assessment of fair value for the
invoiced revenue is recognized. subjective judgment. CGUs; and how those anticipated
g) We tested cut-offs for revenue changes impacted the amount of
recognized against un-invoiced value in use.
amounts by matching the revenue
3. Assessment of recoverability Principal audit procedures performed
accrual against accruals for
of Minimum Alternate Tax
corresponding cost. We obtained the projections compiled
(‘MAT’) Credit for Special
2. Impairment of the carrying Principal audit procedures performed by the management and performed
Economic Zone (‘SEZ’) units
value of goodwill on Our audit procedures related to audit procedures related to forecasts
(Refer Note 16 of the
consolidation forecasts of future revenue, operating of future taxable profits and operating
Consolidated Financial
(Refer Note 5(i) of the margin and free cash flows and margin :
Statements)
Consolidated Financial selection of the discount rate for the a) We evaluated management’s
Statements) Group included the following, among Under the provisions of the ability to accurately forecast future
The Group’s evaluation of others: Income Tax Act, 1961, (the revenues, operating margins and
goodwill for impairment a) We tested the effectiveness of ‘Income Tax Act’) Minimum taxable profits by comparing the
involves the comparison of controls over the forecasts of Alternate Tax (‘MAT’) is actual results to management’s
the recoverable amount of future revenue, operating margin payable by companies where historical forecast by delivery
each cash generating unit and free cash flows and the 15% (plus applicable surcharge centres (including the ratio of
(‘CGU’) to its carrying value. selection of the discount rate. and cess) of its ‘book profit’ as deliveries from SEZs and Non-SEZ
The recoverable amount b) We evaluated management’s defined under section 115JB centres) to arrive at forecast tax
(determined to be value in ability to accurately forecast future of the Income Tax Act exceeds liabilities.
use) of a CGU is the higher revenues and operating margins the income tax payable on b) We have reviewed the assumptions
of its fair value less cost to by comparing actual results to the ‘total taxable income’ on use of SEZ delivery centres
sell and its value in use. The management’s historical forecasts. computed in accordance with with government’s policies on
Group used the discounted c) We evaluated the reasonableness the Income Tax Act. A credit awarding licenses for SEZs and
cash flow model to determine of management’s revenue and equal to the excess of MAT for withdrawing deductions /
the value in use, which operating margin forecasts by paid on book profit over the exemptions under the Income Tax
requires management to comparing the forecasts to normal income tax payable Act.
make significant estimates historical revenues and operating on the total taxable income
and assumptions related to margins.
forecasts of future revenues,

Sr. Key Audit Matter Auditor’s Response • Our opinion on the Consolidated Financial Statements does not
no. cover the other information and we do not express any form of
is allowed as a credit (‘MAT c) We performed sensitivity analysis assurance conclusion thereon.
credit’). The MAT credit on the key assumptions to assess
is allowed to be carried their impact on the Company’s • In connection with our audit of the Consolidated Financial
forward for a period of fifteen determination that the MAT was Statements, our responsibility is to read the other information,
succeeding assessment years realisable the extent of change compare with the financial statements of the associate audited
following the assessment in those assumptions that would by the other auditor, to the extent it relates to its associate,
year in which the MAT credit impact any impairment to the MAT and in doing so, place reliance on the work of the other auditor
becomes allowable. MAT Credit. and consider whether the other information is materially
credit can be set off only in the d) Our procedures included inconsistent with the Consolidated Financial Statements or our
year in which the Company is evaluation of the impact of current
knowledge obtained during the course of our audit or otherwise
liable to pay normal income economic conditions on account
appears to be materially misstated. Other information so
tax on the total taxable income of COVID -19 pandemic on the
far as it relates to its associate, is traced from their financial
to the extent such tax is in assumptions used in forecast of
excess of MAT for that year. future tax liabilities and operating
statements audited by the other auditor.
The Company has recognised margin. • If, based on the work we have performed, we conclude that
deferred tax asset in respect there is a material misstatement of this other information, we
of MAT credit to the extent of are required to report that fact. We have nothing to report
` 2,143.70 Million.
in this regard.
The Company’s evaluation of
the recoverability of deferred
MANAGEMENT’S RESPONSIBILITY FOR THE
tax asset in respect of MAT
credit requires Management
CONSOLIDATED FINANCIAL STATEMENTS
to make significant estimates The Company’s Board of Directors is responsible for the matters
and assumptions related to stated in section 134(5) of the Act with respect to the preparation
forecasts of future taxable of these Consolidated Financial Statements that give a true and fair
profits. Also, a significant view of the consolidated financial position, consolidated financial
portion of the Company’s
performance including other comprehensive income, consolidated
profits in the past have arisen
changes in equity and consolidated cash flows and of the Group
from export of services
from delivery centres set
including its associate in accordance with the Ind AS and other
up in Special Economic accounting principles generally accepted in India. The respective
Zones (‘SEZs’). Export profits Board of Directors of the companies included in the Group and
derived from SEZs are entitled of its associate are responsible for maintenance of adequate
to a 100% deduction in accounting records in accordance with the provisions of the Act
determining the total taxable for safeguarding the assets of the Group and its associate and for
income for the first five years. preventing and detecting frauds and other irregularities; selection
The deduction is reduced to and application of appropriate accounting policies; making
50% for the next ten years judgments and estimates that are reasonable and prudent; and
(subject to meeting certain design, implementation and maintenance of adequate internal
additional conditions in the financial controls, that were operating effectively for ensuring the
last five years). Given, the accuracy and completeness of the accounting records, relevant to
proportion of export profits the preparation and presentation of the financial statements that
and the tax benefits attached
give a true and fair view and are free from material misstatement,
to export profits from SEZs,
whether due to fraud or error, which have been used for the
forecast of future total taxable
income involves significant
purpose of preparation of the Consolidated Financial Statements
subjective judgment. by the Directors of the Company, as aforesaid.
In preparing the Consolidated Financial Statements, the respective
INFORMATION OTHER THAN THE FINANCIAL Board of Directors of the companies included in the Group and of its
STATEMENTS AND AUDITOR’S REPORT THEREON associate are responsible for assessing the ability of the respective
(‘OTHER INFORMATION’) entities to continue as a going concern, disclosing, as applicable,
matters related to going concern and using the going concern basis
• Company’s Board of Directors is responsible for the preparation of accounting unless the respective Board of Directors either
of other information. The other information comprises the
intends to liquidate their respective entities or to cease operations,
information included in the Directors’ report, Management
or has no realistic alternative but to do so.
Discussion and Analysis Report, Business Responsibility Report
and report of Corporate Governance, but does not include The respective Board of Directors of the companies included in the
the Consolidated Financial Statements, standalone financial Group and of its associate are also responsible for overseeing the
statements and our auditor’s reports thereon. financial reporting process of the Group and of its associate.

AUDITOR’S RESPONSIBILITY FOR THE AUDIT OF THE Financial Statements. We are responsible for the direction,
CONSOLIDATED FINANCIAL STATEMENTS supervision and performance of the audit of the financial
statements entities included in the consolidated financial
Our objectives are to obtain reasonable assurance about whether
statements of which we are the independent auditors. For the
the Consolidated Financial Statements as a whole are free from
associate included in the consolidated financial statements,
material misstatement, whether due to fraud or error, and to
issue an auditor’s report that includes our opinion. Reasonable which have been audited by other auditor, such other auditor
assurance is a high level of assurance, but is not a guarantee that remains responsible for the direction, supervision and
an audit conducted in accordance with SAs will always detect a performance of the audits carried out by them. We remain
material misstatement when it exists. Misstatements can arise solely responsible for our audit opinion.
from fraud or error and are considered material if, individually or Materiality is the magnitude of misstatements in the consolidated
in the aggregate, they could reasonably be expected to influence financial statements that, individually or in aggregate, makes
the economic decisions of users taken on the basis of these it probable that the economic decisions of a reasonably
consolidated financial statements. knowledgeable user of the consolidated financial statements may
As part of an audit in accordance with SAs, we exercise professional be influenced. We consider quantitative materiality and qualitative
judgment and maintain professional skepticism throughout the factors in (i) planning the scope of our audit work and in evaluating
audit. We also: the results of our work; and (ii) to evaluate the effect of any
identified misstatements in the Consolidated Financial Statements.
• Identify and assess the risks of material misstatement of the
Consolidated Financial Statements, whether due to fraud We communicate with those charged with governance of the
or error, design and perform audit procedures responsive to Company and such other entities included in the consolidated
those risks, and obtain audit evidence that is sufficient and financial statements of which we are the independent auditors
appropriate to provide a basis for our opinion. The risk of regarding, among other matters, the planned scope and timing of
not detecting a material misstatement resulting from fraud is the audit and significant audit findings, including any significant
higher than for one resulting from error, as fraud may involve deficiencies in internal control that we identify during our audit.
collusion, forgery, intentional omissions, misrepresentations,
We also provide those charged with governance with a statement
or the override of internal control.
that we have complied with relevant ethical requirements regarding
• O
btain an understanding of internal financial control relevant independence, and to communicate with them all relationships
to the audit in order to design audit procedures that are and other matters that may reasonably be thought to bear on our
appropriate in the circumstances. Under section 143(3)(i) of independence, and where applicable, related safeguards.
the Act, we are also responsible for expressing our opinion on
From the matters communicated with those charged with
whether the Company has adequate internal financial controls
governance, we determine those matters that were of most
system in place and the operating effectiveness of such controls.
significance in the audit of the consolidated financial statements
• E valuate the appropriateness of accounting policies used of the current period and are therefore the Key Audit Matters.
and the reasonableness of accounting estimates and related We describe these matters in our auditor’s report unless law or
disclosures made by the management. regulation precludes public disclosure about the matter or when,
• C
onclude on the appropriateness of management’s use of the in extremely rare circumstances, we determine that a matter
going concern basis of accounting and, based on the audit should not be communicated in our report because the adverse
evidence obtained, whether a material uncertainty exists consequences of doing so would reasonably be expected to
related to events or conditions that may cast significant doubt outweigh the public interest benefits of such communication.
on the ability of the Group and its associate to continue as a
going concern. If we conclude that a material uncertainty exists, OTHER MATTERS
we are required to draw attention in our auditor’s report to the The consolidated financial statements also include the Group’s share
related disclosures in the Consolidated Financial Statements of net profit of ` 0.01 Million for the year ended 31 March, 2020, as
or, if such disclosures are inadequate, to modify our opinion. considered in the consolidated financial statements, in respect of
Our conclusions are based on the audit evidence obtained up an associate, whose financial statements have not been audited by
to the date of our auditor’s report. However, future events or us. These financial statements have been audited by other auditor
conditions may cause the Group and its associates to cease to whose report has been furnished to us by the Management and
continue as a going concern. our opinion on the Consolidated Financial Statements, in so far as
• E valuate the overall presentation, structure and content of the it relates to the amounts and disclosures included in respect of this
consolidated financial statements, including the disclosures, associate, and our report in terms of subsection (3) of Section 143
and whether the consolidated financial statements represent of the Act, in so far as it relates to the aforesaid associate is based
the underlying transactions and events in a manner that solely on the report of the other auditor.
achieves fair presentation.
Our opinion on the consolidated financial statements above and
• O
btain sufficient appropriate audit evidence regarding the our report on Other Legal and Regulatory Requirements below, is
financial information of the business activities within the Group not modified in respect of the above matters with respect to our
and its associate to express an opinion on the Consolidated reliance on the work done and the report of the other auditor.

REPORT ON OTHER LEGAL AND REGULATORY the statutory auditors of the Company, subsidiary company
REQUIREMENTS and associate company, which are companies incorporated
in India . Our report expresses an unmodified opinion on the
1. As required by Section 143(3) of the Act, based on our audit
adequacy and operating effectiveness of internal financial
and on the consideration of the report of the other auditor on
controls over financial reporting of those companies.
the separate financial statement of the associate referred to
in the Other Matters section above, we report, to the extent g) With respect to the other matters to be included in the
applicable that: Auditor’s Report in accordance with the requirements of
section 197(16) of the Act, as amended, in our opinion
a) We have sought and obtained all the information and
and to the best of our information and according to the
explanations which to the best of our knowledge and
explanations given to us, the remuneration paid by the
belief were necessary for the purposes of our audit of the
Company to its directors during the year is in accordance
aforesaid Consolidated Financial Statements.
with the provisions of section 197 of the Act.
b) In our opinion, proper books of account as required by
h) With respect to the other matters to be included in
law relating to preparation of the aforesaid Consolidated
the Auditor’s Report in accordance with Rule 11 of the
Financial Statements have been kept so far as it appears
Companies (Audit and Auditors) Rules, 2014, as amended
from our examination of those books and report of
in our opinion and to the best of our information and
the other auditor.
according to the explanations given to us:
c) The Consolidated Balance Sheet, the Consolidated
i) The Consolidated Financial Statements disclose the
Statement of Profit and Loss including Other Comprehensive
impact of pending litigations on the consolidated
Income, the Consolidated Statement of Changes in Equity
financial position of the Group and its associate;
and the Consolidated Statement of Cash Flows dealt with
by this Report are in agreement with the relevant books of ii) Provision has been made in the consolidated financial
account maintained for the purpose of preparation of the statements, as required under the applicable law
Consolidated Financial Statements. or accounting standards, for material foreseeable
losses, if any, on long-term contracts including
d) In our opinion, the aforesaid Consolidated Financial
derivative contracts;
Statements comply with the Ind AS specified under
Section 133 of the Act. iii) There were no amounts which were required to be
transferred to the Investor Education and Protection
e) On the basis of the written representations received from
Fund by the Company, its subsidiary company, associate
the Directors of the Company as on 31 March 2020 taken
company incorporated in India.
on record by the Board of Directors of the Company and
the reports of the statutory auditors of subsidiary company For DELOITTE HASKINS & SELLS LLP
and associate company incorporated in India, none of the Chartered Accountants
directors of the Company, its subsidiary company and its (Firm’s Registration No. 117366W / W-100018)
associate company incorporated in India is disqualified as
on 31 March, 2020 from being appointed as a director in
terms of Section 164 (2) of the Act. SANJIV V. PILGAONKAR
Partner
f) With respect to the adequacy of the internal financial
(Membership No. 39826)
controls over financial reporting and the operating
Mumbai, 26 May 2020 (UDIN: 20039826AAAACN1844 )
effectiveness of such controls, refer to our separate
Report in ‘Annexure A’ which is based on the reports of

ANNEXURE “A” TO THE INDEPENDENT

AUDITOR’S REPORT
(Referred to in paragraph 1(f) under ‘Report on Other Legal and Regulatory Requirements’ section of our report of even date)
REPORT ON THE INTERNAL FINANCIAL CONTROLS OVER effectiveness of internal control based on the assessed risk. The
FINANCIAL REPORTING UNDER CLAUSE (I) OF SUB- procedures selected depend on the auditor’s judgment, including
SECTION 3 OF SECTION 143 OF THE COMPANIES ACT, the assessment of the risks of material misstatement of the financial
2013 (‘THE ACT’) OF FIRSTSOURCE SOLUTIONS LIMITED statements, whether due to fraud or error.
We have audited the internal financial controls over financial We believe that the audit evidence we have obtained and the audit
reporting of Firstsource Solutions Limited (the ‘Company’), its evidence obtained by other auditor of the associate company in
subsidiary company and its associate company incorporated terms of their reports referred to in the Other Matters paragraph
in India as of that date in conjunction with our audit of the below, is sufficient and appropriate to provide a basis for our audit
Consolidated Financial Statements of the Group as at and for the opinion on the internal financial controls system over financial
year ended 31 March 2020. reporting of the Company, its subsidiary company and its associate
company, which are companies incorporated in India.
MANAGEMENT’S RESPONSIBILITY FOR INTERNAL
FINANCIAL CONTROLS MEANING OF INTERNAL FINANCIAL CONTROLS OVER
The respective Board of Directors of the Company, its subsidiary FINANCIAL REPORTING
company, its associate company, which are companies incorporated A company’s internal financial control over financial reporting is a
in India, are responsible for establishing and maintaining internal process designed to provide reasonable assurance regarding the
financial controls based on the internal control over financial reliability of financial reporting and the preparation of financial
reporting criteria established by the respective companies statements for external purposes in accordance with generally
considering the essential components of internal control stated accepted accounting principles. A company’s internal financial
in the Guidance Note on Audit of Internal Financial Controls Over control over financial reporting includes those policies and
Financial Reporting issued by the Institute of Chartered Accountants procedures that (1) pertain to the maintenance of records that,
of India (the ‘Guidance Note’). These responsibilities include the in reasonable detail, accurately and fairly reflect the transactions
design, implementation and maintenance of adequate internal and dispositions of the assets of the company; (2) provide
financial controls that were operating effectively for ensuring the reasonable assurance that transactions are recorded as necessary
orderly and efficient conduct of its business, including adherence to permit preparation of financial statements in accordance with
to the respective company’s policies, the safeguarding of its assets, generally accepted accounting principles, and that receipts and
the prevention and detection of frauds and errors, the accuracy and expenditures of the company are being made only in accordance
completeness of the accounting records, and the timely preparation with authorisations of management and directors of the company;
of reliable financial information, as required under the Act. and (3) provide reasonable assurance regarding prevention or
timely detection of unauthorised acquisition, use, or disposition
AUDITOR’S RESPONSIBILITY of the company’s assets that could have a material effect on the
Our responsibility is to express an opinion on the internal financial financial statements.
controls over financial reporting of the Company, its subsidiary
company and its associate company, which are companies INHERENT LIMITATIONS OF INTERNAL FINANCIAL
incorporated in India, based on our audit. CONTROLS OVER FINANCIAL REPORTING
We conducted our audit in accordance with the Guidance Note and Because of the inherent limitations of internal financial controls over
the Standards on Auditing, prescribed under Section 143(10) of the financial reporting, including the possibility of collusion or improper
Companies Act, 2013, to the extent applicable to an audit of internal management override of controls, material misstatements due to
financial controls. The Guidance Note and those Standards require error or fraud may occur and not be detected. Also, projections
that we comply with ethical requirements and plan and perform of any evaluation of the internal financial controls over financial
the audit to obtain reasonable assurance about whether adequate reporting to future periods are subject to the risk that the internal
internal financial controls over financial reporting was established financial control over financial reporting may become inadequate
and maintained and if such controls operated effectively in all because of changes in conditions, or that the degree of compliance
material respects. with the policies or procedures may deteriorate.
Our audit involves performing procedures to obtain audit evidence
OPINION
about the adequacy of the internal financial controls system over
financial reporting and their operating effectiveness. Our audit In our opinion to the best of our information and according to
of internal financial controls over financial reporting included the explanations given to us and based on the consideration of
obtaining an understanding of internal financial controls over the report of the other auditor referred to in the Other Matters
financial reporting, assessing the risk that a material weakness paragraph below, the Company, its subsidiary company and its
exists, and testing and evaluating the design and operating associate company, which are companies incorporated in India,

have, in all material respects, an adequate internal financial incorporated in India, is based solely on the corresponding reports
controls system over financial reporting and such internal financial of the auditors of such companies incorporated in India.
controls over financial reporting were operating effectively as at
Our opinion is not modified in respect of the above matter.
31 March 2020, based on the criteria for internal financial control
over financial reporting established by the respective companies For DELOITTE HASKINS & SELLS LLP
considering the essential components of internal control stated in Chartered Accountants
the Guidance Note. (Firm’s Registration No. 117366W / W-100018)
OTHER MATTERS
SANJIV V. PILGAONKAR
Our aforesaid report under Section 143(3)(i) of the Act on the
Partner
adequacy and operating effectiveness of the internal financial
controls over financial reporting insofar as it relates to a subsidiary
Mumbai, 26 May 2020 (UDIN: 20039826AAAACN1844 )
company and an associate company, which are companies

Consolidated Balance Sheet

as at 31 March 2020
(Currency: In ` Millions)
Note 31 March 2020 31 March 2019
ASSETS
Non-current assets
Property, plant and equipment 3 1,411.73 1,143.16
Capital work-in-progress - 20.20
Right-of-use assets 4 4,472.92 -
Goodwill on consolidation 5(i) 22,323.56 20,451.72
Other intangible assets 5(ii) 500.35 632.07
Investment in associate accounted for using the equity method 0.07 0.06
Financial assets
Investments 6(i) 122.09 121.59
Other financial assets 7(i) 724.71 718.79
Deferred tax assets 16 2,511.30 2,314.68
Income tax assets (net) 16 783.64 776.51
Others non-current assets 8(i) 1,976.90 2,068.98
Total non-current assets 34,827.27 28,247.76
Current assets
Financial assets
Investments 6(ii) - 1,217.50
Trade receivables 9 5,567.18 3,871.89
Cash and cash equivalents 10 1,907.49 473.84
Other financial assets 7(ii) 2,158.28 1,707.08
Other current assets 8(ii) 1,410.29 1,239.40
Total current assets 11,043.24 8,509.71
Total assets 45,870.51 36,757.47
EQUITY AND LIABILITIES
EQUITY
Equity share capital 11 6,938.27 6,910.65
Other equity 11A 20,715.55 20,296.61
Total equity attributable to equity holders of the Company 27,653.82 27,207.26
Non - controlling interest 5.88 5.89
Total equity 27,659.70 27,213.15
LIABILITIES
Non-current liabilities
Financial liabilities
Long term borrowings 12(i) 27.76 69.48
Lease liabilities 4,053.38 -
Provisions for employee benefits 14(i) 85.88 67.55
Deferred tax liabilities 16 734.95 460.70
Total non-current liabilities 4,901.97 597.73
Current liabilities
Short-term and other borrowings 12(ii) 8,341.42 5,389.86
Trade payables 952.81 901.75
Other financial liabilities 13 1,964.52 1,532.91
Other current liabilities 15 519.54 515.37
Provisions for employee benefits 14(ii) 401.40 384.07
Provision for tax (net) 16 59.38 222.63
Total current liabilities 13,308.84 8,946.59
Total equity and liabilities 45,870.51 36,757.47
Significant accounting policies
The accompanying notes from 1 to 33 are an integral part of these consolidated financial statements.
As per our report of even date attached. For and on behalf of the Board of Directors of Firstsource Solutions Limited
Dr. Sanjiv Goenka Vipul Khanna
For DELOITTE HASKINS & SELLS LLP Chairman Managing Director & CEO
Chartered Accountants
Firm’s Registration No. 117366W/W-100018 Shashwat Goenka Pradip Kumar Khaitan Subrata Talukdar
Director Director Director
Charles Richard Vernon Stagg Grace Koshie Pradip Roy
Sanjiv V. Pilgaonkar
Partner Sunil Mitra Pratip Chaudhuri
Membership No: 39826 Director Director
Mumbai Mumbai Pooja Nambiar Dinesh Jain
26 May 2020 26 May 2020 Company Secretary President & CFO

Consolidated Statement of Profit and Loss

for the year ended 31 March 2020
INCOME
Revenue from operations 17 40,986.14 38,262.77
Other income, net 18 88.43 38.87
Total income 41,074.57 38,301.64
EXPENSES
Employee benefit expenses 19 27,735.33 25,572.59
Finance costs 20 583.21 290.00
Depreciation and amortization expense 3,4&5(ii) 1,852.00 744.35
Other expenses 21 6,961.93 7,335.51
Total expenses 37,132.47 33,942.45
Profit before tax and share in net profit / (loss) of associate 3,942.10 4,359.19
Share in net profit / (loss) of associate 0.01 (0.01)
Profit before tax 3,942.11 4,359.18
Tax expenses
Current tax 16 282.35 343.63
Deferred tax 16 262.91 237.78
Profit for the year 3,396.85 3,777.77
Other comprehensive income
Items that will not be reclassified subsequently to the statement of profit and loss
Remeasurement of the net defined benefit liability / asset (15.64) (21.52)
Items that will be reclassified subsequently to the statement of profit and loss
Net changes in fair value on derivatives designated as cash flow hedges (61.00) 585.85
Deferred tax on items that will be reclassified to statement of profit and loss 22.02 (87.69)
Exchange difference on translation of foreign operations 1,245.09 490.37
Total other comprehensive income, net of taxes 1,190.47 967.01
Total comprehensive income for the year 4,587.32 4,744.78
Profit attributable to:
Owners of the Company 3,396.86 3,777.86
Non - controlling interest (0.01) (0.09)
3,396.85 3,777.77
Total comprehensive income attributable to:
Owners of the Company 4,587.33 4,745.45
4,587.32 4,744.78
Earning per equity share
Weighted average number of equity shares outstanding during the year
- Basic 29 692,858,333 689,710,908
- Diluted 29 694,943,616 693,100,125
Earning per equity share
- Basic 29 4.90 5.48
- Diluted 29 4.89 5.45
The accompanying notes from 1 to 33 are an integral part of these consolidated financial statements.

Consolidated statement of changes in equity
Attributable to owners of the Company

Items of other
Reserve and surplus
comprehensive income
Exchange
Share differences Attributable
Equity Special
application Effective on to Non- Total
share Economic Employee Total
money portion translating controlling equity
capital Treasury Zone Securities Other Retained stock
pending of cash the financial interest
shares re- premium reserves earnings option
allotment flow statements
investment reserve
hedges of a foreign
reserve
operation/
subsidiaries
Balance as at 1 April 2019 6,910.65 0.30 - - 2,034.66 30.41 13,004.03 122.39 437.38 4,667.44 27,207.26 5.89 27,213.15
Other comprehensive income for the year (Net of tax) - - - - - - (15.64) - (38.98) 1,245.09 1,190.47 - 1,190.47
Transition impact on adoption of Ind AS 116 - - - - - - (395.10) - - - (395.10) - (395.10)
Profit for the year - - - - - - 3,396.86 - - - 3,396.86 (0.01) 3,396.85
Dividend (including tax on dividend) - - - - - - (3,762.03) - - - (3,762.03) - (3,762.03)
Share based payment - - - - - - - 29.03 - - 29.03 - 29.03
Issue of equity share on excercise of option 27.62 (0.30) - - 73.70 - - (24.34) - - 76.68 - 76.68
Treasury shares - - (89.35) - - - - - - - (89.35) - (89.35)
Transfer to Special Economic Zone re-investment reserve - - - 158.78 - - (158.78) - - - - -
Transfer to retained earning for options forfeited - - - - - - 7.12 (7.12) - - - - -
Balance at the end of 31 March 2020 6,938.27 - (89.35) 158.78 2,108.36 30.41 12,076.46 119.96 398.40 5,912.53 27,653.82 5.88 27,659.70
Company Overview
Statutory Reports

Financial Statements
Consolidated statement of changes in equity

Items of other
Reserve and surplus
Exchange

Share differences Attributable
Equity Special
application Effective on to Non- Total
share Economic Employee Total
money Securities portion translating controlling equity
capital Treasury Zone Other Retained stock
pending premium of cash the financial interest
shares re- reserves earnings option
allotment reserve flow statements
investment reserve
hedges of a foreign
reserve
operation/
subsidiaries
Balance as at 1 April 2018 6,865.23 - - - 1,892.13 30.41 10,493.72 120.40 (60.78) 4,176.49 23,517.60 12.53 23,530.13
Other comprehensive income for the year (Net of tax) - - - - - - (21.52) - 498.16 490.95 967.59 (0.58) 967.01
Profit for the year - - - - - - 3,777.86 - - - 3,777.86 (0.09) 3,777.77
Dividend (including tax on dividend) - - - - - - (1,247.73) - - - (1,247.73) - (1,247.73)
Share based payment - - - - - - - 49.59 - - 49.59 - 49.59
Issue of equity share on exercise of option 45.42 0.30 - - 142.53 - - (45.90) - - 142.35 - 142.35
Buyback of Non-controlling interest in subsidiary - - - - - - - - - - - (5.97) (5.97)
Transfer to Special Economic Zone re-investment reserve - - - - - - - - - - - - -
Transfer to retained earning for options forfeited - - - - - - 1.70 (1.70) - - - - -
Balance at the end of 31 March 2019 6,910.65 0.30 - - 2,034.66 30.41 13,004.03 122.39 437.38 4,667.44 27,207.26 5.89 27,213.15
Consolidated statement of cash flows

31 March 2020 31 March 2019

Net profit before taxation and non controlling interest 3,942.11 4,359.18
Adjustments for
Depreciation and amortization 1,852.00 744.35
Provision for doubtful debts / written off, net 58.98 17.83
Loss on sale of property,plant and equipment,net 3.04 7.16
Foreign exchange (gain), net unrealized (404.25) (123.45)
Finance costs 583.21 290.00
Interest income (11.36) (27.30)
Profit on sale/redemption of investments (59.64) (46.40)
Employee stock compensation expense 29.03 49.59
Operating cash flow before changes in working capital 5,993.12 5,270.96
Changes in working capital
Increase in trade receivables (1,574.29) (381.02)
Increase in loans and advances and other assets (410.63) (314.66)
Increase in liabilities and provisions 631.03 54.32
Net changes in working capital (1,353.89) (641.36)
Income taxes paid (535.19) (629.50)
Net cash generated from operating activities (A) 4,104.04 4,000.10
Cash flow from investing activities
Purchase of current investments (19,405.10) (14,502.50)
Proceeds from sale of investment in mutual funds 20,682.24 13,542.60
Interest income received 11.42 5.34
Purchase of property, plant and equipment (947.63) (1,087.52)
Proceeds from sale of property, plant and equipment 1.93 6.79
Capital advances given for land and others (186.38) -
Earmarked balances with banks (15.26) (5.41)
Proceeds from redemption of debentures 2.00 -
Net cash generated from / (used in) investing activities (B) 143.22 (2,040.70)
Cash flow from financing activities
Proceeds from short term borrowings 2,605.66 1,755.66
Repayment of long term borrowings (78.38) (3,089.66)
Proceeds from issuance of equity shares and share application money 76.68 142.35
Interest paid (584.49) (280.48)
Purchase of treasury shares (89.35) -
Buyback of non controlling interest in subsidiary - (5.97)
Dividend paid (3,762.03) (1,247.73)
Payment of lease liabilities (936.11) -
Net cash used in financing activities (C) (2,768.02) (2,725.83)
Net increase / (decrease) in cash and cash equivalents (A+B+C) 1,479.24 (766.43)
Cash and cash equivalents at the beginning of the year 473.84 1,230.00
Earmarked balances with banks 15.26 5.41
Foreign exchange (gain)/loss on translating Cash and cash equivalents (60.85) 4.86
Cash and cash equivalents at the end of the year 1,907.49 473.84

Consolidated statement of cash flows

Notes to the Consolidated cash flow statement
Cash and cash equivalents consist of cash on hand and balances with bank. Cash and cash equivalents included in the cash flow statement
comprise the following balance sheet amounts:
31 March 2020 31 March 2019

Cash on hand - 0.09
Balances with banks
- in current accounts 1,739.08 557.88
- in deposit accounts 282.50 -
2,036.84 563.38
Less: Current account balances held in trust for customers 129.35 89.54
Cash and cash equivalents 1,907.49 473.84
Reconciliation of liabilities from financing activities for the year ended 31 March 2020
Particulars Effects of change in
As at 31 March 2019 Proceeds Repayment As at 31 March 2020
Foreign exchange
Long Term Borrowings 168.67 - (78.38) 1.66 91.95
Short Term Borrowings 5,389.86 2,605.66 - 345.90 8,341.42
Total Liabilities from financing activities 5,558.53 2,605.66 (78.38) 347.56 8,433.37
Foreign exchange
Long Term Borrowings 3,151.76 - (3,089.66) 106.57 168.67
Short Term Borrowings 3,490.19 1,755.66 - 144.01 5,389.86
Total Liabilities from financing activities 6,641.95 1,755.66 (3,089.66) 250.58 5,558.53

Notes to the Consolidated Financial Statements

1 COMPANY OVERVIEW
Firstsource Solutions Limited (‘the Company’) was incorporated on 6 December 2001. The Company is engaged in the business of
providing customer management services like contact center, transaction processing and debt collection services including revenue
cycle management in the healthcare industry.
The Company is a public limited company incorporated and domiciled in India having registered office at Mumbai, Maharashtra, India.
The Company is listed on the Bombay Stock Exchange and National Stock Exchange in India.
These consolidated financial statements are approved for issue by the Board of Directors on 26 May 2020.
Basis of Preparation
These consolidated financial statements are prepared in accordance with Indian Accounting Standards, under the historical cost
convention on the accrual basis except for certain financial instruments which are measured at fair values, the provisions of the
Companies Act, 2013 (‘the Act’) (to the extent notified) and guidelines issued by the Securities and Exchange Board of India (SEBI). The
Ind AS are prescribed under Section 133 of the Act read with Rule 3 of the Companies (Indian Accounting Standards) Rules, 2015 and
relevant amendment rules issued thereunder.
The list of entities with percentage holding is as below:
Entities Country of incorporation and other particulars Percentage Year of

of holding by consolidation
voting rights
Firstsource Solutions UK Limited (FSL UK) A subsidiary of Firstsource Solutions Limited, incorporated 100% 2002-2003
under the laws of United Kingdom.
Firstsource Solutions S.A. (FSL-Arg) A subsidiary of Firstsource Solutions UK Limited, incorporated 99.98% 2006-2007
under the laws of Argentina.
Firstsource BPO Ireland Limited (FSL Ireland) A subsidiary of Firstsource Solutions UK Limited, incorporated 100% 2011-2012
under the laws of Ireland.
Firstsource Dialog Solutions (Private) Limited (FDS) A subsidiary of Firstsource Solutions Limited, incorporated 74% 2011-2012
under the laws of Sri Lanka.
Firstsource Process Management Services Limited A subsidiary of Firstsource Solutions Limited, incorporated 100% 2010-2011
(FPMSL) under the laws of India.
Firstsource Group USA, Inc. (FG US) A subsidiary of Firstsource Solutions Limited, incorporated in 100% 2009-2010
the State of Delaware, USA.
Firstsource Business Process Services, LLC (FBPS) A subsidiary of FG US, incorporated in the State of Delaware, 100% 2009-2010
USA.
Firstsource Advantage LLC (FAL) A subsidiary of FBPS, incorporated under the laws of the State 100% 2004-2005
of New York, USA.
One Advantage LLC (OAL) A subsidiary of FBPS, incorporated in the state of Delaware, 100% 2014-2015
USA.
Medassist Holding LLC (MedAssist) A subsidiary of FG US, incorporated under the laws of the 100% 2014-2015
State of Delaware, USA.
Firstsource Solutions USA LLC A subsidiary of MedAssist, incorporated in the State of 100% 2009-2010
Delaware, USA.
Firstsource Transaction Services LLC (FTS) A subsidiary of Firstsource Solutions USA LLC , incorporated 100% 2011-2012
under the laws of the State of Delaware, USA.
Sourcepoint, Inc. (formerly known as ISGN Solutions, Inc) A subsidiary of FG US, incorporated in the State of Delaware, 100% 2016-2017
USA.
Sourcepoint Fulfillment Services, Inc. (Sourcepoint FFS) A subsidiary of Sourcepoint, Inc. 100% 2016-2017
(formerly known as ISGN Fulfillment Services, Inc.)
ISGN Fulfillment Agency, LLC (ISGN FA) A subsidiary of Sourcepoint Fulfillment Services, Inc.(Ceased 100% 2016-2017
on 24 June 2019)
Firstsource Employee Benefit Trust A trust of Firstsource Solutions Limited, incorporated under 100% 2019-2020
the laws of India.
Nanobi Data and Analytics Private Limited (Nanobi) Associate of the Company. 21.79% 2016-2017


2 SIGNIFICANT ACCOUNTING POLICIES Subsidiaries are entities controlled by the Company. The
Company controls an entity when it is exposed to, or has rights
2.1 Statement of compliance
to, variable returns from its involvement with the entity and
These consolidated financial statements (herein refered as
has ability to affect those returns through this power over the
‘consolidated financial statements’) of Firstsource Solutions
entity. The financial statements of subsidiaries are included in
Limited and its subsidiaries (as listed in Note 1 above)
the consolidated financial statements from the date on which
(collectively the ‘Group’), are prepared in accordance with Ind
control commences until the date on which control ceases.
AS as per the provisions of the Act (to the extent notified). The
Ind AS are prescribed under Section 133 of the Act read with 2.4 Use of estimates
Rule 3 of the Companies (Indian Accounting Standards) Rules, The preparation of the consolidated financial statements
2015 and relevant amendment rules issued thereunder. in conformity with Ind AS requires management to make
estimates and assumptions that affect the reported amount of
2.2 Basis of Measurement assets and liabilities and disclosure of contingent liabilities on
These consolidated financial statements are prepared under the date of the financial statements and the reported amount
the historical cost convention on the accrual basis except for of income and expenses for the period. Management believes
certain financial instruments which are measured at fair values. that the estimates made in the preparation of consolidated
2.3 Basis of consolidation financial statements are prudent and reasonable. Actual results
These Consolidated financial statements are prepared in could differ from those estimates. Any revisions to accounting
accordance with the principles and procedures prescribed estimates are recognised prospectively in current and future
under Ind AS 110 –‘consolidated Financial Statements’ for periods. Application of accounting policies that require
the purpose of preparation and presentation of consolidated critical accounting estimates involving complex and subjective
financial statements. judgments and the use of assumptions in these financial
statements have been disclosed in Note 2.4.1.
The financial statements of the Company and its subsidiaries
have been consolidated on a line-by-line basis by adding 2.4.1 Critical accounting estimates
together the book values of like items of assets, liabilities, a. Income taxes
income and expenses, after eliminating intra-group balances or The Group’s three major tax jurisdictions are India, United
transactions and resulting unrealised profits in full. Unrealised Kingdom and the United States of America., though the Group
losses resulting from intra-group transactions have also been also files tax returns in other overseas jurisdictions. Significant
eliminated unless cost cannot be recovered. Non controlling judgments are involved in determining the provision for income
interest represent part of net profit or loss and net assets taxes, including amount expected to be paid / recovered for
of subsidiaries that are not directly or indirectly owned or uncertain tax positions. Also refer to Note 2.12.
controlled by the Group and is excluded. The consolidated b. Business combinations and intangible assets
financial statements are prepared using uniform accounting Business combinations are accounted for using Ind AS 103,
policies for transactions and other similar events in similar Business Combinations. Ind AS 103 requires the identifiable
circumstances across the Group. Associates are entities over intangible assets and contingent consideration to be fair
which the Group has significant influence but not control. valued at the date of acquisition in order to ascertain the
Significant influence is the right to participate in the financial net fair value of identifiable assets, liabilities and contingent
and operating key decisions of the investee, but is not control liabilities of the acquiree. Significant estimates are required to
or joint control over those policies. Investments in associates be made in determining the value of contingent consideration
are accounted for using the equity method of accounting. and intangible assets. These valuations are conducted by
Under this method, the investment in associate is carried in independent valuation experts.
the balance sheet at cost plus post acquisition charges in the
c. Property, plant and equipment
Group’s share of net assets of the associate, less any provisions
The charge in respect of periodic depreciation is derived after
for impairment. The consolidated statement of profit and loss
determining an estimate of an asset’s expected useful life and
reflects the Group’s share of the results of operations after tax
the expected residual value at the end of its life. The useful
(net of dividend received) of the associate.
lives and residual values of Group’s assets are determined
Non-controlling interests are measured at their proportionate by management at the time the asset is acquired, and are
share of the acquiree’s net identifiable assets at the date of reviewed periodically, including at each financial year end. The
balance sheet. Changes in the Group’s equity interest in a lives are based on historical experience with similar assets as
subsidiary that do not result in a loss of control are accounted well as anticipation of future events, which may impact their
for as equity transactions. life, such as changes in technology.


d. Impairment of goodwill right to payment from the customer for the performance
Goodwill is tested for impairment at each reporting period and completed to date. Revenue from unit price based contracts is
whenever there is an indication that the recoverable amount measured by multiplying the units of output delivered with the
of a cash generating unit is less than its carrying amount agreed transaction price per unit while in the case of time and
based on a number of factors including operating results, material based contracts, revenue is the product of the efforts
business plans, future cash flows and economic conditions. The expended and the agreed transaction price per unit.
recoverable amount of cash generating units is determined
The Group continually reassesses the estimated discounts,
based on higher of value-in-use and fair value less cost to sell.
rebates, price concessions, refunds, credits, incentives,
The goodwill impairment test is performed at the level of the
performance bonuses, etc. (variable consideration) against
cash-generating unit or groups of cash generating units which
are benefitting from the synergies of the acquisition and which each performance obligation each reporting period and
represents the lowest level at which goodwill is monitored for recognises changes to estimated variable consideration as
internal management purposes. changes to the transaction price (i.e. revenue) of the applicable
performance obligation.
Key assumptions on which management has based its
determination of recoverable amount include estimated Dividend income is recognised when the right to receive
long term growth rates, weighted average cost of capital and dividend is established.
estimated operating margins. Cash flow projections take into For all instruments measured either at amortised cost or at fair
account past experience. value through other comprehensive income, interest income is
e. Leases recorded using the effective interest rate (EIR). EIR is the rate
The Group evaluates if an arrangement qualifies to be a lease that exactly discounts the estimated future cash payments
as per the requirements of Ind AS 116 and identification of or receipts over the expected life of the financial instrument
lease requires significant judgement. Ind AS 116 additionally or a shorter period, where appropriate, to the gross carrying
requires lessees to determine the lease term as the non- amount of the financial asset or to the amortised cost of a
cancellable period of lease adjusted with any option to extend financial liability. When calculating the effective interest rate,
or terminate the lease, if the use of such option is reasonably the Group estimates the expected cash flows by considering all
certain. The Group makes an assessment on the expected the contractual terms of the financial instrument but does not
lease term on a lease-by-lease basis and thereby assesses consider the expected credit losses.
whether it is reasonably certain that any options to extend or 2.6 Government grants
terminate the contract will be exercised. In evaluating the lease Revenue grants are recognised when reasonable certainty
term, the Company considers factors such as any significant exists that the conditions precedent will be / are met and the
leasehold improvements undertaken over the lease term, costs grants will be recognised, on a systematic basis over the period
relating to the termination of the lease and the importance necessary to match them with the related costs which they are
of the underlying asset to the Group’s operations taking into intended to compensate.
account the location of the underlying asset and the availability
of suitable alternatives. The lease term in the future periods 2.7 Goodwill
is reassessed to ensure the lease term reflects the current Goodwill represents the cost of business acquisition in excess of
economic circumstances. the Group’s interest in the net fair value of identifiable assets,
liabilities and contingent liabilities of the acquiree. When the
2.5 Revenue recognition net fair value of the identifiable assets, liabilities and contingent
Effective 1 April 2018, the Group has applied Ind AS 115 liabilities acquired exceeds the cost of business acquisition,
‘Revenue from contracts with customers’ which establishes a gain is recognised immediately in Other Comprehensive
a comprehensive framework for determining whether, how Income. Goodwill is measured at cost less accumulated
much and when revenue is to be recognised. The adoption of
impairment losses.
the standard did not have any material impact to the financial
statements of the Group. 2.8 Property, plant and equipment
Property, plant and equipment are stated at cost less
The Group, in its contracts with customers, promises to transfer
accumulated depreciation and impairment, if any. Cost
distinct services rendered either in the form of customer
includes freight, duties, taxes and incidental expenses related
management, healthcare (transaction processing and revenue
to acquisition and installation of the property plant and
cycle management) or collection.
equipment. Depreciation on fixed assets is provided pro-rata
Each distinct service, results in as simultaneous benefit to the to the period of use based on management’s best estimate of
corresponding customer. Also, the Group has an enforeable useful lives of the assets as summarized below:


Asset category Useful life (in years) * For these class of assets, based on internal assessment and
independent technical evaluation carried out by external valuers, the
Tangible assets management believes that the useful lives as given above best represent
Leasehold improvements Lease term or 5 years, the period over which management expects to use these assets. Hence
whichever is shorter the useful lives for these assets are different from the useful lives as
Computers* 2–4 prescribed under Part C of Schedule II to the Act.
Service equipment* 2–5
Process know-how relates to process design and is amortized
Furniture and fixtures* 2–5
on a straight line basis over a period of four years. Software
Office equipment* 2–5
purchased is capitalised together with the related hardware
Vehicles 2–5
and amortised over the best estimate of the useful life from
* For these class of assets, based on internal assessment and
the date the asset is available for use. Software product
development costs are expensed as incurred during the
management believes that the useful lives as given above best represent
research phase until technological feasibility is established.
the period over which management expects to use these assets. Hence
the useful lives for these assets is different from the useful lives as
Software development costs incurred subsequent to the
prescribed under Part C of Schedule II to the Act. achievement of technological feasibility are capitalised and
amortised over the estimated useful life of the products as
Depreciation methods, useful lives and residual values are
determined by the management. This capitalisation is done
reviewed periodically at the end of each financial year.
only if there is an intention and ability to complete the product,
the product is likely to generate future economic benefits,
Borrowing costs are interest and other costs (including
adequate resources to complete the product are available and
exchange differences arising from foreign currency borrowings
such expenses can be accurately measured. Such software
to the extent that they are regarded as an adjustment to interest
development costs comprise expenditure that can be directly
costs) incurred by the Group in connection with the borrowing
attributed, or allocated on a reasonable and consistent basis, to
of funds. Borrowing costs directly attributable to acquisition
the development of the product. The amortisation of software
or construction of those property, plant and equipment which
development costs is allocated on a systematic basis over the
necessarily take a substantial period of time to get ready for
best estimate of its useful life after the product is ready for
their intended use are recognised as a part of the cost of such
use. The factors considered for identifying the basis include
asset. Other borrowing costs are recognised as an expense in
obsolescence, product lifecycle and actions of competitors.
the period in which they are incurred.
2.9 Other intangible assets 2.10 Impairment
Intangible assets are stated at cost less accumulated a. Financial assets
amortization and impairment. Intangible assets are amortized The Group recognizes loss allowances using the expected credit
over their respective individual estimated useful lives on a loss (ECL) model for the financial assets which are not fair valued
straight-line basis, from the date that they are available for through profit and loss. Loss allowance for trade receivables
use. The estimated useful life of an identifiable intangible with no significant financing component is measured at an
asset is based on a number of factors including the effects amount equal to lifetime ECL. For all other financial assets,
of obsolescence, demand, competition and other economic expected credit losses are measured at an amount equal to the
factors (such as the stability of the industry and known 12 month expected credit losses or at an amount equal to the
technological advances) and the level of maintenance life time expected credit losses if the credit risk on the financial
expenditures required to obtain the expected future cash flows asset has increased significantly since intial recognition.
from the asset. Amortization methods and useful lives are
reviewed periodically including at each financial year end. b. Non-financial assets
i Goodwill
Asset category Useful life (in years) Goodwill is tested for impairment at each reporting period
and whenever there is an indication that goodwill may be
Intangible assets impaired, relying on a number of factors including operating
Goodwill on acquired assets 5 years or estimated useful results, business plans and future cash flows. For the purpose
life, whichever is shorter of impairment testing, goodwill acquired in a business
Process know-how 4
combination is allocated to the Group’s cash generating units
Domain name 3
(‘CGU’) or groups of CGU’s expected to benefit from the
Software* 2–4
synergies arising from the business combination. A CGU is
Customer contracts 3
the smallest identifiable group of assets that generates cash
inflows that are largely independent of the cash inflows from


other assets or group of assets. Impairment occurs when the entitlement and measures each unit separately to build up the
carrying amount of a CGU including the goodwill, exceeds the final obligation.
estimated recoverable amount of the CGU. The recoverable
amount of a CGU is the higher of its fair value less cost to sell The obligation is measured at the present value of the estimated
and its value-in-use. Value-in use is the present value of future future cash flows. The discount rates used for determining the
cash flows expected to be derived from the CGU. present value of the obligation under defined benefit plan
are based on the market yields on Government securities
Total impairment loss of a CGU is allocated first to reduce the as at the balance sheet date. The Group recognises the net
carrying amount of goodwill allocated to the CGU and then obligation of a defined benefit plan in its balance sheet as an
to the other assets of the CGU pro-rata on the basis of the asset or liability. Gains or losses through re-measurement of
carrying amount of each asset in the CGU. An impairment loss the net defined benefit liability / (asset) are recognised in other
on goodwill is recognised in the consolidated statement of comprehensive income and other components are recognised
profit and loss and is not reversed in the subsequent period. in the consolidated statement of profit and loss. The actual
return of portfolio of plan assets in excess of yields computed
ii Intangible assets and property, plant and equipment by applying the discount rate used to measure the defined
Intangible assets and property, plant and equipment are benefit obligation are recognised in Other comprehensive
evaluated for recoverability whenever events or changes in income. The effect of any plan amendments are recognised in
circumstances indicate that their carrying amounts may not consolidated statement of profit and loss.
be recoverable. For the purpose of impairment testing, the
recoverable amount (i.e. the higher of the fair value less cost to Defined contribution plans
sell and the value-in-use) is determined on an individual asset In accordance with Indian regulations, all employees of
basis unless the asset does not generate cash flows that are the Indian entities receive benefits from a Government
largely independent of those from other assets. In such cases, administered provident fund scheme. This is a defined
the recoverable amount is determined for the CGU to which contribution retirement plan in which both, the company
the asset belongs. and the employee contribute at a determined rate. Monthly
contributions payable to the provident fund are charged to the
If such assets are considered to be impaired, the impairment to consolidated statement of profit and loss as incurred.
be recognised in the statement of profit and loss is measured
by the amount by which the carrying value of the assets The subsidiaries in the United States of America have a savings
exceeds the estimated recoverable amount of the asset. An and investment plan under Section 401 (k) of the Internal
impairment loss is reversed in the statement of profit and loss Revenue Code of the United States of America. Contributions
if there has been a change in the estimates used to determine made under the plan are charged to the statement of profit
the recoverable amount. The carrying amount of the asset is and loss in the period in which they accrue.The Group has no
increased to its revised recoverable amount, provided that further obligation to the plan beyond its monthly contribution.
this amount does not exceed the carrying amount that would Other retirement benefits are accrued based on the amounts
have been determined (net of any accumulated amortization or payable as per local regulations.
depreciation) had no impairment loss been recognised for the
asset in prior years. b) Short-term employee benefits
Short-term employee benefit obligations are measured on an
2.11 Employee benefits undiscounted basis and are expensed as the related service
a) Post employment benefits is provided. A liability is recognised for the amount expected
Gratuity to be paid e.g., under short-term cash bonus, if the Group has
The Gratuity scheme is a defined benefit plan for India Entity a present legal or constructive obligation to pay this amount
only. The Company’s net obligation in respect of the gratuity as a result of past service provided by the employee, and the
benefit scheme is calculated by estimating the amount of amount of obligation can be estimated reliably.
future benefit that employees have earned in return for
their service in the current and prior periods; that benefit is c) Other long-term employee benefits
discounted to determine its present value, and the fair value Compensated absences
of any plan assets is deducted. The present value of the Provision for compensated absences cost is made based on
obligation under such defined benefit plan is determined based actuarial valuation by an independent actuary.
on actuarial valuation by an independent actuary using the
Projected Unit Credit Method, which recognises each period Where employees of the Group are entitled to compensated
of service as giving rise to additional unit of employee benefit absences, the employees can carry-forward a portion of the


unutilised accrued compensated absence and utilise it in Deferred income taxes

future periods or receive cash compensation at termination of Deferred income tax is recognised using the balance sheet
employment for the unutilised accrued compensated absence. approach. Deferred income tax assets and liabilities are
The Group records an obligation for compensated absences recognised for deductible and taxable temporary differences
in the period in which the employee renders the services that arising between the tax base of assets and liabilities and their
increases this entitlement. carrying amount, except when the deferred income tax arises
from the initial recognition of goodwill or an asset or liability
The Group measures the expected cost of compensated in a transaction that is not a business combination and affects
absences as the additional amount that the Group expects to neither accounting nor taxable profit or loss at the time of
pay as a result of the unused entitlement that has accumulated the transaction.
at the balance sheet date.
Deferred income tax assets are recognised to the extent that
d) Share-based compensation it is probable that taxable profit will be available against which
The Group operates equity-settled, share-based compensation the deductible temporary differences and the carry forward of
plans. The fair value of the employee services received in unused tax credits and unused tax losses can be recognised.
exchange for the granting of the options and the discount on
the shares granted are recognised as an expense, together with The carrying amount of deferred income tax assets is reviewed
a corresponding increase in equity, over the period in which the at each reporting date and reduced to the extent that it is no
performance and / or service conditions are fulfilled, ending longer probable that sufficient taxable profit will be available
on the date on which the relevant employees become fully to allow all or part of the deferred income tax asset to be
entitled to the award (i.e. the vesting date). Non-market vesting recognised. Deferred income tax liabilities are recognised
conditions are included in assumptions about the number of for all taxable temporary differences except in respect of
taxable temporary differences associated with investments in
options that are expected to become exercisable. On each
subsidiaries where the timing of the reversal of the temporary
balance sheet date, the Group revises its estimates of the
difference can be controlled and it is probable that the
number of options that are expected to become exercisable.
temporary difference will not reverse in the foreseeable future.
The impact of the revision of original estimates, if any, is
recognised immediately in the Statement of Profit and Loss,
Deferred tax assets and liabilities are measured using
with a corresponding adjustment to equity.
substantively enacted tax rates expected to apply to taxable
income in the years in which the temporary differences are
2.12 Income taxes
expected to be settled.
Income tax expense comprises current tax expense and the net
change in the deferred tax asset or liability during the period. For operations carried out in SEZs, deferred tax assets or
Current tax and deferred tax are recognised in the consolidated liabilities, if any, have been established for the tax consequences
statement of profit and loss, except when they relate to items of those temporary differences between the carrying values of
that are recognised in other comprehensive income or directly assets and liabilities and their respective tax bases that reverse
in equity, in which case, the current and deferred tax are after the tax holiday ends.
also recognised in other comprehensive income or directly in
equity, respectively. Deferred tax assets and liabilities are offset when they relate
to income taxes levied by the same taxation authority and
Current income taxes the relevant entity intends to settle its current tax assets and
The current tax payable by the Company and its subsidiaries liabilities on a net basis.
in India is income tax payable after taking credit for tax relief
available for export operations in Special Economic Zones Deferred tax assets include Minimum Alternative Tax (MAT)
(SEZs). The current income tax expense for overseas subsidiaries paid in accordance with the tax laws in India, which is likely
has been computed based on the tax laws applicable to each to give future economic benefits in the form of availability of
subsidiary in the respective jurisdiction in which it operates. set-off against future income tax liability. Accordingly, MAT is
recognised as deferred tax asset in the balance sheet when the
Advance taxes and provisions for current income taxes are asset can be measured reliably and it is probable that the future
presented in the consolidated balance sheet after off-setting economic benefit associated with the asset will be recognised.
advance tax paid and income tax provision arising in the same
tax jurisdiction and where the relevant tax paying units intend Tax benefits acquired as part of a business combination, but
to settle the asset and liability on a net basis. not satisfying the criteria for separate recognition at that date,


are recognised subsequently if new information about facts The Group enters into contract as a lessee for assets taken
and circumstances change. Acquired deferred tax benefits on lease. The Group at the inception of a contract assesses
recognised within the measurement period reduce goodwill whether the contract contains a lease by conveying the right
related to that acquisition if they result from new information to control the use of an identified asset for a period of time in
obtained about facts and circumstances existing at the exchange for consideration. A Right-of-use asset is recognised
acquisition date. All other acquired tax benefits realised are representing its right to use the underlying asset for the lease
recognised in the statement of profit and loss. term at the lease commencement date except in case of short
term leases with a term of twelve months or less and low value
2.13 Leases leases which are accounted as an operating expense on a
Transition: straight line basis over the lease term. The cost of the right-of-
Effective 1 April 2019 (date of initial application), the Group has use asset measured at inception shall comprise of the amount
adopted the Indian Accounting Standard 116 on Leases (‘Ind of the initial measurement of the lease liability adjusted for any
AS 116’), notified by the Ministry of Corporate Affairs, which lease payments made at or before the commencement date
replaces the existing lease standard Indian Accounting Standard less any lease incentives received, plus any initial direct costs
17 on Leases (‘Ind AS 17’). The Group has applied the standard incurred. Whenever the Group incurs an obligation for costs to
to all lease contracts existing on 1 April 2019 retrospectively dismantle and remove a leased asset, restore the site on which
with the cumulative effect of initially applying the standard it is located or restore the underlying asset to the conditions
recognised as an adjustment to Retained Earnings at the date of required by the terms and conditions of the lease, a provision
initial application. On transition for operating leases, the Group for costs are included in the related Right-of-use asset. The
recognised a lease liability of ` 4,460.11 Million measured at Right-of-use assets is subsequently measured at cost less any
the present value of the remaining lease payments and a
accumulated depreciation, accumulated impairment losses, if
Right-of-use asset of ` 3,928.41 Million at its carrying value,
any and adjusted for any remeasurement of the lease liability.
as if the standard had been applied since commencement of
The Right-of-use assets is depreciated using the straight-line
respective lease, discounted using the incremental borrowing
method from the commencement date over the shorter of lease
rate as at 1 April 2019 (India: 7 % ; UK: 5 %; USA: 5 %). The
term or useful life of right-of-use asset. Right-of-use assets are
cumulative effect on transition adjusted in retained earnings
tested for impairment whenever there is any indication that
is ` 395.10 Million (net of deferred tax of ` 136.60 Million).
their carrying amounts may not be recoverable. Impairment
On transition for finance leases, the Group has identified the
loss, if any, is recognised in the statement of profit and loss.
carrying amount of the lease asset of ` 20.85 Million included
in property, plant and equipment as the carrying amount of
The Group measures the lease liability at the present value of
the Right-of-use asset and the liability of ` 9.16 Million and
the lease payments that are not paid at the commencement
` 9.14 Million accounted in Borrowings and Other Financial
Liabilities (current) respectively as the lease liability under Ind date of the lease. The lease payments are discounted using
AS 116. The Group has elected certain practical expedients the interest rate implicit in the lease and if that rate cannot be
on initial transition: (a) to apply Ind AS 116 to contracts that readily determined the Group uses the incremental borrowing
were previously identified as leases under Ind AS 17 on the rate in the country of domicile of the leases. The lease payments
date of initial application without any reassessment; (b) apply shall include fixed payments, variable lease payments, where
a single discount rate to a portfolio of leases with reasonably the Group is reasonably certain to exercise that option and
similar characteristics and in similar environment; (c) relied payments of penalties for terminating the lease, if the lease
on its assessment whether leases are onerous applying Indian term reflects the lessee exercising an option to terminate
Accounting Standard 37 Provisions, Contingent Liabilities and the lease. Obligation under finance lease are secured by way
Contingent Assets (Ind AS 37) immediately before the date of of hypothecation of underlying fixed assets taken on lease.
initial application as an alternate to performing an impairment Lease payments have been disclosed under cash flow from
review; (d) excluded initial direct costs from measurement of financing activities.
right-of-use asset at the date of initial application (e) elected
not to apply the requirements of the standard to leases for Certain lease arrangements includes the option to extend or
which the lease term end within twelve months of the date of terminate the lease before the end of the lease term. Right-
initial application and accounted for those as short term leases of-use assets and lease liabilities includes these options when
(f) used hindsight in determining the lease term if the contract it is reasonably certain that they will be exercised. The lease
contains options to extend or terminate the lease. liabilities are remeasured with a corresponding adjustment
to the related Right-of-use asset if the Group changes
The Group has accordingly modified its accounting policy on its assessment whether it will exercise an extension or a
Leases as follows: termination option.


2.14 Foreign currency 2.15 Earnings per equity share

Functional currency The basic earnings per equity share is computed by dividing
Functional currency and presentation currency the net profit or loss for the period attributable to the equity
The consolidated financial statements of the Group are shareholders by the weighted average number of equity
presented in the Indian Rupee (‘`’) which is also the functional shares outstanding during the reporting period. The number
currency of the Company (excluding its foreign branch) and of shares used in computing diluted earnings per share
its Indian subsidiary whereas the functional currency of comprises the weighted average number of shares considered
foreign subsidiaries and foreign branch is the currency of their for deriving basic earnings per share, and also the weighted
country of domicile. average number of equity shares which may be issued on the
conversion of all dilutive potential shares, unless the results
Transactions and translations would be anti-dilutive.
Foreign currency denominated monetary assets and liabilities
are translated into the relevant functional currency at exchange 2.16 Provisions and contingencies
rates in effect at the balance sheet date. The gains or losses The Group creates a provision when there is present obligation
resulting from such translations are included in net profit in the as a result of a past event that probably requires an outflow of
consolidated statement of profit and loss. Non-monetary assets resources and a reliable estimate can be made of the amount
and non-monetary liabilities denominated in a foreign currency of the obligation. A disclosure for a contingent liability is made
and measured at fair value are translated at the exchange rate when there is a possible obligation or a present obligation that
prevalent at the date when the fair value was determined. Non- may, but probably will not, require an outflow of resources.
monetary assets and non-monetary liabilities denominated in a When there is a possible obligation or a present obligation
foreign currency and measured at historical cost are translated in respect of which the likelihood of outflow of resources is
at the exchange rate prevalent at the date of transaction. remote, no provision or disclosure is made. Provisions are
reviewed at each balance sheet date and adjusted to reflect the
Gains or losses realized upon settlement of foreign currency current best estimate. If it is no longer probable that an outflow
transactions are included in determining net profit for the of resources would be required to settle the obligation, the
period in which the transaction is settled. Revenue, expense provision is reversed. Provisions are determined by discounting
and cash flow items denominated in foreign currencies are the expected future cash flows at a pre-tax rate that reflects
translated into the relevant functional currencies using the the current market assessment of the time value of money and
exchange rate in effect on the date of the transaction. risk specific to the liability.
Gains or losses on Revenue from operations including gains Contingent assets are not recognised in the consolidated
or losses on derivative transactions are accounted in other financial statements. However, contingent assets are assessed
operating income and gains or losses other than on Revenue continually and if it is virtually certain that an economic benefit
from operations are accounted in Other Income. will arise, the asset and related income are recognised in the
period in which the change occurs.
The translation of financial statements of the foreign subsidiaries
to the presentation currency is performed for assets and 2.17 Financial instruments
liabilities using the exchange rate in effect at the balance sheet 2.17.1 Initial recognition
date and for revenue, expense and cash flow items using the Financial assets and liabilities are recognised when the
average exchange rate for the respective periods. The gains or Group becomes a party to the contractual provisions of the
losses resulting from such translation are included in currency instrument. Financial assets and liabilities are initially measured
translation reserves under other components of equity. at fair value. Transaction costs that are directly attributable
to the acquisition or issue of financial assets and financial
When a subsidiary is disposed off in full, the relevant amount liabilities (other than financial assets and financial liabilities at
of Foreign currency translation reserves is transferred to fair value through profit or loss) are added to or deducted from
the statement of profit and loss. However, when a change in the fair value measured on initial recognition of financial asset
the parent’s ownership does not result in loss of control of a or financial liability.
subsidiary, such changes are recorded through equity.
2.17.2 Classification and subsequent measurement
Goodwill and fair value adjustments arising on the acquisition a) Non-derivative financial instruments
of a foreign entity are treated as assets and liabilities of the i) Cash and cash equivalents
foreign entity and translated at the exchange rate in effect at The Group considers all highly liquid financial instruments,
the balance sheet date. which are readily convertible into known amounts of cash that


are subject to an insignificant risk of change in value and having b) Derivative financial instruments
original maturities of three months or less from the date of Cash flow hedge
purchase, to be cash equivalents. Cash and cash equivalents The Group designates certain foreign exchange forwards as
consist of balances with banks which are unrestricted for hedge instruments in respect of foreign exchange risks. These
withdrawal and usage. hedges are accounted for as cash flow hedges.
ii) Financial assets at amortised cost The Group uses hedging instruments that are governed by the
Financial assets are subsequently measured at amortised policies, which are approved by the Board of Directors, which
cost if these financial assets are held within a business whose provide written principles on the use of such financial derivatives
objective is to hold these assets in order to collect contractual consistent with the risk management strategy of the Group. The
cash flows and the contractual terms of the financial asset give hedge instruments are designated and documented as hedges
rise on specified dates to cash flows that are solely payments at the inception of the contract. The effectiveness of hedge
of principal and interest on the principal amount outstanding. instruments to reduce the risk associated with the exposure
being hedged is assessed and measured at inception and on
iii) Financial assets at fair value through other comprehensive an ongoing basis. The ineffective portion of designated hedges
income (FVOCI) is recognised immediately in the consolidated statement of
Financial assets are measured at fair value through other profit and loss.
comprehensive income if these financial assets are held within
a business whose objective is achieved by both collecting The effective portion of change in the fair value of the designated
contractual cash flows and selling financial assets and the hedging instrument is recognized in Other comprehensive
contractual terms of the financial asset give rise on specified income and accumulated under Cash flow hedge reserve.
dates to cash flows that are solely payments of principal
and interest on the principal amount outstanding.The Hedge accounting is discontinued when the hedging instrument
Group has made an irrevocable election to present in other expires or is sold, terminated or no longer qualifies for hedge
comprehensive income subsequent changes in the fair value of accounting. Any gain or loss recognised in Other comprehensive
equity investments not held for trading. income and accumulated in equity till that time remains and is
recognised in statement of profit and loss when the forecasted
iv) Financial assets at fair value through profit and loss (FVTPL) transaction is no longer expected to occur; the cumulative
Financial assets are measured at fair value through profit and gain or loss accumulated in statement of changes in equity is
loss unless it is measured at amortised cost or at fair value transferred to the consolidated statement of profit and loss.
through other comprehensive income on initial recognition.
The transaction costs directly attributable to the acquisition of c) Share capital
financial assets and liabilities at fair value through profit and Ordinary shares
loss are immediately recognised in consolidated statement of Ordinary shares are classified as equity. Incremental costs
profit and loss. directly attributable to the issuance of new ordinary shares and
share options are recognized as a deduction from equity, net of
v) Financial liabilities any tax effects.
Financial liabilities are measured at amortised cost using
the effective interest method. For trade and other payables 2.17.3 De-recognition of financial instrument
maturing within one year from the balance sheet date, the The Group de-recognises a financial asset when the contractual
carrying amount approximates fair value to short-term maturity rights to the cash flows from the financial assets expire or it
of these instruments. transfers the financial assets and such transfer qualifies for de-
recognition under Ind AS 109. A financial liability (or a part of
vi) Equity instruments financial liability) is de-recognised from Group’s balance sheet
An equity instrument is a contract that evidences residual when obligation specified in the contract is discharged or
interest in the assets of the Group after deducting all of cancelled or expired.
its liabilities.
2.17.4 Fair value of financial instrument
Equity instruments are recognised by the Group at the proceeds In determining the fair value of its financial instrument, the
received net of direct issue cost. Group uses the methods and assumptions based on market
conditions and risk existing at each reporting date. Methods
of assessing fair value result in general approximation of value,


and such value may never actually be realized. For all other operating cash receipts or payments and items of income or
financial instruments, the carrying amounts approximate the expenses associated with investing or financing cash flows. The
fair value due to short maturity of those instruments. cash flows from operating, investing and financing activities of
the Group are segregated.
2.18 Business combinations
Business combinations have been accounted for using the 2.20 Onerous contracts
acquisition method under the provisions of Ind AS 103, Provisions for onerous contracts are recognised when the
Business Combinations. expected benefits to be derived from a contract are lower
than the unavoidable costs of meeting the future obligations
The cost of an acquisition is measured at the fair value of the under the contract. The provision is measured at lower of the
assets transferred, equity instruments issued and liabilities expected cost of terminating the contract and the expected net
incurred or assumed at the date of acquisition, which is the cost of fulfilling the contract.
date on which control is transferred to the Group. The cost
of acquisition also includes the fair value of any contingent 2.21 Estimation of uncertainties relating to the global health
consideration. Identifiable assets acquired and liabilities and pandemic from COVID-19:
contingent liabilities assumed in a business combination are The Group has considered the possible effects that may result
measured initially at their fair value on the date of acquisition. from the pandemic relating to COVID-19 on the carrying
amounts of receivables, unbilled revenues, goodwill and
Business combinations between entities under common intangible assets. In developing the assumptions relating to the
control is accounted for at carrying value. possible future uncertainties in the global economic conditions
because of this pandemic, the Group, as at the date of approval
Transaction costs that the Company incurs in connection with a of these financial statements has used internal and external
business combination such as legal fees, due diligence fees, and sources of information including credit reports and related
other professional and consulting fees are expensed as incurred. information, economic forecasts and consensus estimates
from market sources on the expected future performance of
2.19 Cash flow statement the Group. The Group has performed sensitivity analysis on
Cash flows are reported using the indirect method, whereby the assumptions used and based on current estimates expects
profit for the period is adjusted for the effects of transactions the carrying amount of these assets will be recovered, net of
of a non-cash nature, any deferrals or accruals of past or future provisions established.


as at 31 March 2020
3. PROPERTY, PLANT AND EQUIPMENT
Tangible assets
Leasehold Service Office Furniture

Particulars Computers Vehicles Total
improvements equipment equipment and fixture
Gross block
As at 1 April 2019 1,627.20 2,145.99 1,374.88 1,127.44 700.27 3.81 6,979.59
Additions / adjustments during the year 308.63 279.03 45.58 79.90 48.23 - 761.37
Reclassified on account of adoption of Ind AS 116 (49.75) (10.56) (7.76) - - - (68.07)
Deletions during the year (146.45) (12.56) (162.65) (26.81) (18.74) - (367.21)
Foreign exchange on translation 92.26 133.38 66.66 51.83 43.10 0.59 387.82
As at 31 March 2020 1,831.89 2,535.28 1,316.71 1,232.36 772.86 4.40 7,693.50
Accumulated depreciation / amortization
As at 1 April 2019 1,261.48 1,827.93 1,167.80 942.97 632.71 3.54 5,836.43
Charge for the year 146.26 184.41 50.48 75.28 35.34 0.10 491.87
Reclassified on account of adoption of Ind AS 116 (43.94) (0.92) (0.47) - - - (45.33)
On deletions / adjustments during the year (117.62) (12.42) (162.01) (26.57) (18.74) - (337.36)
As at 31 March 2020 1,316.97 2,118.78 1,117.41 1,035.38 689.02 4.21 6,281.77
Net block
As at 31 March 2020 514.92 416.50 199.30 196.98 83.84 0.19 1,411.73
As at 31 March 2019 365.72 318.06 207.08 184.47 67.56 0.27 1,143.16
Tangible assets

Particulars Computers Vehicles Total
Gross block
As at 1 April 2018 1,589.95 1,830.05 1,329.08 1,122.99 685.38 3.45 6,560.90
Additions / adjustments during the year 232.59 256.42 54.76 99.21 35.27 - 678.25
Deletions during the year (214.53) (1.59) (40.44) (114.16) (39.53) - (410.25)
As at 31 March 2019 1,627.20 2,145.99 1,374.88 1,127.44 700.27 3.81 6,979.59
As at 1 April 2018 1,324.58 1,653.64 1,124.02 959.66 614.24 2.93 5,679.07
Charge for the year 122.75 118.30 53.90 75.22 39.36 0.28 409.81
On deletions / adjustments during the year (206.87) (1.57) (38.85) (109.90) (39.11) - (396.30)
As at 31 March 2019 1,261.48 1,827.93 1,167.80 942.97 632.71 3.54 5,836.43
Net block
as at 31 March 2019 365.72 318.06 207.08 184.47 67.56 0.27 1,143.16
As at 31 March 2018 265.37 176.41 205.06 163.33 71.14 0.52 881.83


as at 31 March 2020
4 LEASES
The details of Right-of-use assets held by the Group are as follows:
Net Carrying value

Addition during Deletions during Depreciation for Foreign exchange
As at 1 April 2019 as at 31 March
the year the year the year on translation
2020
Leasehold properties 3,840.95 1,418.15 (43.85) (992.52) 183.24 4,405.97

Service equipment 102.91 16.74 (30.13) (46.04) 9.54 53.02
Vehicles - 13.50 - (3.00) - 10.50
Software 5.40 - - (2.08) 0.11 3.43
3,949.26 1,448.39 (73.98) (1,043.64) 192.89 4,472.92
Rent includes expense towards short term lease payments amounting to ` 87.18, expense towards low value leases assets amounting
to ` 65.65 and common area maintenance charges for leased properties amounting to ` 270.60 during the year ended 31 March 2020.
5 (I) GOODWILL ON CONSOLIDATION
Particulars Customer
Healthcare Collection Mortgage Total
management
Gross carrying value as on 1 April 2018 15,335.42 1,953.17 1,416.48 603.00 19,308.07
Addition during the year - - - - -
Effect of translation adjustment 934.80 119.28 55.19 34.38 1,143.65
Gross carrying value as on 31 March 2019 16,270.22 2,072.45 1,471.67 637.38 20,451.72
Addition during the year - - - - -
Effect of translation adjustment 1,530.25 195.09 90.28 56.22 1,871.84
Gross carrying value as on 31 March 2020 17,800.47 2,267.54 1,561.95 693.60 22,323.56
The chief operating decision maker reviews the goodwill for any impairment at the operating segment level on annual basis.
(II) OTHER INTANGIBLE ASSETS
Domain name Software Process know-how Customer contracts Total
Gross block
As at 1 April 2019 6.72 1,517.03 48.94 115.24 1,687.93
Additions / adjustments during the year - 161.76 - - 161.76
Reclassified on account of adoption of Ind - (5.92) - - (5.92)
AS 116
Deletions during the year - (12.14) - - (12.14)
Foreign exchange on translation - 71.18 1.61 10.85 83.64
As at 31 March 2020 6.72 1,731.91 50.55 126.09 1,915.27
As at 1 April 2019 6.72 884.96 48.94 115.24 1,055.86
Charge for the year - 316.49 - - 316.49
Reclassified on account of adoption of Ind - (0.52) - - (0.52)
AS 116
On deletions / adjustments during the year - (12.13) - - (12.13)
Foreign exchange on translation - 42.76 1.61 10.85 55.22
As at 31 March 2020 6.72 1,231.56 50.55 126.09 1,414.92
Net block
As at 31 March 2020 - 500.35 - - 500.35
As at 31 March 2019 - 632.07 - - 632.07


as at 31 March 2020
Domain name Software Process know-how Customer contracts Total
Gross block
As at 1 April 2018 6.72 2,334.65 49.89 108.61 2,499.87
Additions / adjustments during the year - 349.99 - - 349.99
Deletions during the year - (1,236.96) - - (1,236.96)
Foreign exchange on translation - 69.35 (0.95) 6.63 75.03
As at 31 March 2019 6.72 1,517.03 48.94 115.24 1,687.93
As at 1 April 2018 6.72 1,772.18 40.21 73.71 1,892.82
Charge for the year - 286.12 9.62 38.80 334.54
On deletions / adjustments during the year - (1,236.96) - - (1,236.96)
Foreign exchange on translation - 63.62 (0.89) 2.73 65.46
As at 31 March 2019 6.72 884.96 48.94 115.24 1,055.86
Net block
As at 31 March 2019 - 632.07 - - 632.07
As at 31 March 2018 - 562.47 9.68 34.90 607.05
6 INVESTMENTS
31 March 2020 31 March 2019
(i) Non-current
Unquoted
-at cost
838,705 (31 March 2019 : 838,705) fully paid compulsorily convertible cumulative preference shares of 87.92 87.92
Rs 10 each of Nanobi Data and Analytics Private Limited
-at amortised cost
80,000 (31 March 2019 : 100,000) fully paid Optionally Convertible Debentures of ` 100 each of Nanobi 8.00 10.00
Data and Analytics Private Limited
At amortised cost
Philippines treasury bills* 26.17 23.67
122.09 121.59
* These securities have been earmarked in favor of SEC, Philippines in compliance with Corporation Code
of Philippines.
(ii) Investments - Current
Investments carried at fair value through statement of profit and loss
Mutual and other funds (unquoted) - 1,217.50
- 1,217.50
7 OTHER FINANCIAL ASSETS

31 March 2020 31 March 2019
(Unsecured, considered good)
(i) Other non-current financial assets
Deposits 356.46 298.67
Foreign currency forward contracts (net) 341.21 391.56
Lease rentals receivable 27.04 28.56
724.71 718.79
(ii) Other current financial assets
Unbilled revenues 1,972.81 1,553.27
Accrued interest 0.24 0.30
Loans and advances to employees 13.47 9.54
Recoverable on sale of subsidiary 49.05 49.05
2,158.28 1,707.08


as at 31 March 2020
8 OTHER ASSETS
31 March 2020 31 March 2019
(i) Other non-current assets
Capital advances 236.13 49.75
Deferred contract cost 1,219.04 1,441.74
Unexpired rebate from customer 369.46 492.22
Prepaid expenses 152.27 85.27
1,976.90 2,068.98
(ii) Other current assets
Unexpired rebate from customer 138.95 105.48
Deferred contract cost 232.36 253.01
Indirect tax recoverable 374.83 303.60
Other advances 40.38 101.01
1,410.29 1,239.40
9 TRADE RECEIVABLES
31 March 2020 31 March 2019
(Unsecured)
Considered doubtful 216.23 166.24
Less: Allowance for doubtful debts 216.23 166.24
- -
Considered good 5,567.18 3,871.89
5,567.18 3,871.89
5,567.18 3,871.89
a) Trade receivables are non-interest bearing.
b) No trade or other receivables are due from directors or other officers of the Group either severally or jointly.
c) For receivable from related party receivables, refer note 23.
10 CASH AND CASH EQUIVALENTS

31 March 2020 31 March 2019
Cash on hand - 0.09
Balances with banks
- in current accounts 1,739.08 557.88
Earmarked balances with banks* 15.26 5.41
2,036.84 563.38
Less: Current account balance held in trust for customers 129.35 89.54
1,907.49 473.84
*Earmarked balances with banks represents balance in dividend escrow account.
11 SHARE CAPITAL
31 March 2020 31 March 2019
Authorised
872,000,000 (31 March 2019: 872,000,000) equity shares of ` 10 each 8,720.00 8,720.00
8,720.00 8,720.00
Issued, subscribed and paid-up
693,826,780 (31 March 2019: 691,065,030) equity shares of ` 10 each, fully paid-up 6,938.27 6,910.65
6,938.27 6,910.65


as at 31 March 2020
a Reconciliation of shares outstanding at the beginning and at the end of the reporting year
31 March 2020 31 March 2019
Number of shares Amount Number of shares Amount
At the commencement of the year 691,065,030 6,910.65 686,522,819 6,865.23
Shares allotted during the year - employee stock option scheme 2,761,750 27.62 4,542,211 45.42
At the end of the year 693,826,780 6,938.27 691,065,030 6,910.65
b Particulars of shareholders holding more than 5% equity shares

31 March 2020 31 March 2019
Number of shares % of total shares Number of shares % of total shares
CESC Ventures Limited 373,976,673 53.90% 373,976,673 54.12%
c Shares held by holding company

31 March 2020 31 March 2019
CESC Ventures Limited 373,976,673 3,739.77 373,976,673 3,739.77
d Employee stock options

During the year ended 31 March 2020, the Company granted 10,784,204 (31 March 2019: 2,500,000) options at an exercise price of
` 10 (31 March 2019: ` 73.00).
e Shares reserved for issue under options
17,700,014 (31 March 2019: 12,186,631) number of shares are reserved for employees for issue under the employee stock options
plan (ESOP) amounting to ` 177.00 (31 March 2019: ` 121.87).
f Rights, preferences and restrictions attached to equity shares
The Company has a single class of equity shares. Accordingly, all equity shares rank equally with regard to dividends and share in the
Company’s residual assets. The equity shareholders are entitled to receive dividend as declared from time to time. The voting rights
of an equity shareholder are in proportion to its share of the paid-up equity capital of the Company.
On winding up of the Company, the holders of equity shares will be entitled to receive the residual assets of the Company, remaining
after distribution of all preferential amounts in proportion to the number of equity shares held.
g Share application money received under ESOP scheme
The Company received ` 76.68 (31 March 2019: ` 142.35) as share application money under ESOP scheme during the year ended 31
March 2020 in respect of which 2,761,750 (31 March 2019: 4,542,211) shares were allotted during the year.
11A OTHER EQUITY

31 March 2020 31 March 2019
Securities premium
At the commencement of the year 2,034.66 1,892.13
Add : Issue of equity shares on exercise of options 73.70 142.53
At the end of the year 2,108.36 2,034.66
Share application money pending allotment
At the commencement of the year 0.30 -
Add : Movement during the year (0.30) 0.30
At the end of the year - 0.30
Treasury shares
At the commencement of the year - -
Add : Movement during the year (89.35) -
At the end of the year (89.35) -


as at 31 March 2020
31 March 2020 31 March 2019

Special Economic Zone re-investment reserve
Add : Movement during the year 158.78 -
At the end of the year 158.78 -
Other Reserve
At the commencement of the year 30.41 30.41
Add : Movement during the year - -
At the end of the year 30.41 30.41
Employee stock option reserve
Add : Share based payments 29.03 49.59
Less : Issue of equity shares on exercise of options (24.34) (45.90)
Less : Transfer to retained earning for options forfeited (7.12) (1.70)
Effective portion of cash flow hedges (Other comprehensive income)
At the commencement of the year 437.38 (60.78)
Movement during the year (38.98) 498.16
Exchange differences on translating the financial statements of a foreign operation / subsidiaries
(Other comprehensive income)
Movement during the year 1,245.09 490.95
Retained earnings
Add: Transition impact on adoption of Ind AS 116 (395.10) -
Add: Net profit for the year 3,396.86 3,777.86
Add: Transfer to retained earning for options forfeited 7.12 1.70
Add: Other comprehensive income for the year (15.64) (21.52)
Less: Transfer to Special Economic Zone re-investment reserve (158.78) -
Less: Dividend (including tax on dividend) (3,762.03) (1,247.73)
Total other equity 20,715.55 20,296.61
12 BORROWINGS
31 March 2020 31 March 2019
(i) Non-current borrowings
Secured
Long term maturities of lease obligations - 9.16
Unsecured
Loan from banks (refer note 'a') 21.58 19.38
Loan from other parties (refer note 'a') 6.18 40.94
27.76 69.48
(ii) Short-term and other borrowings
Unsecured
Line of credit from banks - (refer note ‘b’) 8,341.42 5,389.86
8,341.42 5,389.86
Note:
a Loans carry interest in the range of 3.03% - 10.14% for a period of 3 - 4 years from January 2016 to January 2024, repayable in quarterly
instalments from the date of its origination. These loans are for equipment and asset financing.
b Line of credit from bank carries floating interest rate in the range of 1.00% to 5.50%., These are working capital lines.


as at 31 March 2020
13 OTHER FINANCIAL LIABILITIES

31 March 2020 31 March 2019
Other current financial liabilities
Book credit in bank account 169.36 99.25
Interest accrued but not due on borrowings 12.06 13.34
Employee benefits payable 1,546.15 1,228.54
Creditors for capital goods 11.67 56.37
Unclaimed dividends 15.26 5.42
Advance from customers 145.83 12.50
Current maturities of long term borrowings:
-Loan from Banks 15.59 14.03
-Loan from other parties 48.60 94.32
- Finance lease obligation - 9.14
1,964.52 1,532.91
14 PROVISIONS FOR EMPLOYEE BENEFITS

31 March 2020 31 March 2019
(i) Non-current
Gratuity 85.88 67.55
85.88 67.55
(ii) Current
Compensated absences 401.40 384.07
401.40 384.07
15 OTHER LIABILITIES
31 March 2020 31 March 2019
Other current liabilities
Value added tax 410.07 421.97
Tax deducted at source 36.17 41.18
Statutory Dues 73.30 52.22
519.54 515.37
16 TAXATION
As at 31 March 2020
Taxation Transition Recognised
impact on Recognised in in Other
Opening Balance Exchange Closing Balance
adoption of Ind Profit and loss Comprehensive
As 116 Income
Deferred tax assets on account of:
Property, plant and equipment and 257.54 - (21.25) - 0.34 236.63
intangibles
Other employee benefits payable 31.09 - 5.05 - - 36.14
Lease liabilities - 92.67 12.70 - 0.80 106.17
Unused tax losses 9.09 - (2.24) - - 6.85
Minimum alternate tax credit carried 2,061.29 - 82.41 - - 2,143.70
forward
Employee stock options 30.35 - 3.95 - 0.01 34.31
Accrued expenses / allowance for doubtful 4.87 - - - 0.16 5.03
debts
Foreign currency forward contracts (79.55) - - 22.02 - (57.53)
2,314.68 92.67 80.62 22.02 1.31 2,511.30


as at 31 March 2020

As 116 Income
Deferred tax liability on account of:
Goodwill 1,935.97 - 49.62 - 185.61 2,171.20
Business losses carried forward (1,393.81) - 205.44 - (117.27) (1,305.64)
Property, plant and equipment and (0.87) - 33.5 - 2.18 34.81
intangibles
Other employee benefits payable (41.91) - (12.53) - (4.79) (59.23)
Lease liabilities - (43.93) (7.27) - (4.51) (55.71)
Accrued expenses / allowance for doubtful (38.68) - (7.64) - (4.16) (50.48)
debts
460.70 (43.93) 261.12 - 57.06 734.95
As at 31 March 2019
As 116 Income
Property, plant and equipment and 332.66 - (74.85) - (0.27) 257.54
intangibles
Other employee benefits payable 30.15 - 0.94 - - 31.09
Business losses and unabsorbed - - 9.09 - - 9.09
depreciation carried forward
Minimum alternate tax credit carried 1,778.38 - 282.91 - - 2,061.29
forward
Employee stock options 26.16 4.19 - - 30.35
Accrued expenses / allowance for doubtful - - 4.93 (0.06) 4.87
debts
Foreign currency forward contracts 8.14 - - (87.69) - (79.55)
2,175.49 - 227.21 (87.69) (0.33) 2,314.68
Deferred tax liability on account of:
Goodwill 1,888.71 - (67.25) - 114.51 1,935.97
Business losses carried forward (1,513.78) - 213.03 - (93.06) (1,393.81)
Property, plant and equipment and (25.35) - 26.29 - (1.81) (0.87)
intangibles
Other employee benefits payable (42.65) - 3.38 - (2.64) (41.91)
Accrued expenses / allowance for doubtful (42.64) - 6.63 - (2.67) (38.68)
debts
264.29 - 182.08 - 14.33 460.70
31 March 2020 31 March 2019

Income tax assets (net) 783.64 776.51
Provision for tax (net) (59.38) (222.63)
724.26 553.88
Income tax expense
Income tax expense in the Consolidated statement of profit and loss comprises:
Year ended
31 March 2020 31 March 2019
Current taxes 282.35 343.63
Deferred taxes 262.91 237.78
Income tax expense 545.26 581.41


A reconciliation of the income tax provision to the amount computed by applying the statutory income tax rate to the income before
income taxes is summarized below:
Year ended
31 March 2020 31 March 2019
Profit before income taxes 3,942.11 4,359.18
Enacted tax rates in India 34.94% 34.94%
Computed expected tax expense 1,377.53 1,523.27
Income Exempt from Tax and Tax Holidays (432.56) (439.20)
Expenses not deductible for tax purposes 34.97 29.67
Effect of change in tax rates (0.11) (126.12)
Effect of differential overseas tax rate (207.26) (317.19)
ESOP cost allowed for tax purpose (13.43) (36.01)
Previous years tax adjustments (6.76) (81.75)
Impact of Tax losses utilised in excess of carrying value of corresponding deferred tax assets (205.43) (32.02)
Others (1.69) 60.76
17 REVENUE FROM OPERATIONS

Year ended
31 March 2020 31 March 2019
Sale of services 40,501.92 37,867.07
Other operating income, net 484.22 395.70
40,986.14 38,262.77
The table below presents disaggregated revenues from contracts with customers for the year ended 31 March 2020 by geography.
Healthcare Collections Mortgage Total
management
UK 15,025.12 - - - 15,025.12
USA 620.56 13,310.56 4,409.67 6,566.80 24,907.59
ASIA 569.21 - - - 569.21
Total 16,214.89 13,310.56 4,409.67 6,566.80 40,501.92
Healthcare Collections Mortgage Total
management
UK 16,617.46 - - - 16,617.46
USA 893.96 13,094.80 3,536.29 3,324.95 20,850.00
ASIA 399.61 - - - 399.61
Total 17,911.03 13,094.80 3,536.29 3,324.95 37,867.07
Revenues is excess of invoicing are classified as contract assets (which is referred as unbilled revenues). Changes in contract assets are
directly attributable to revenues recognised based on the accounting policy defined and the invoicing done during the period. Applying
the practical expedient as given in Ind AS 115, the group has not disclosed the remaining performance obligation related disclosures as the
revenue recognised corresponds directly with the value to the customer of the group’s performance completed to date.
18 OTHER INCOME, NET

Year ended
31 March 2020 31 March 2019
Profit on sale / redemption of current investments, net 59.64 46.40
Loss on dimunition in value of investment in subsidiary - (5.69)
Foreign exchange gain/(loss), net 17.78 (27.62)
Interest income 11.36 27.30
Gain/(loss) on sale of fixed assets, net (3.04) (7.16)
Miscellaneous income 2.69 5.64
88.43 38.87


19 EMPLOYEE BENEFITS EXPENSE

Year ended
31 March 2020 31 March 2019
Salaries and wages 25,536.86 23,391.48
Contribution to provident and other funds 1,077.86 1,088.22
Staff welfare expenses 1,091.58 1,043.30
27,735.33 25,572.59
20 FINANCE COSTS
Year ended
31 March 2020 31 March 2019
Interest expense
- on term loan - 135.89
- on working capital demand loan and others 297.69 151.79
Interest expense on leased liabilities 285.52 2.32
583.21 290.00
21 OTHER EXPENSES
Year ended
31 March 2020 31 March 2019
Connectivity, Information and communication expenses 1,405.85 1,316.01
Computer expenses 680.79 534.82
Legal and professional fees 756.50 660.25
Repairs, maintenance and upkeep 545.67 600.25
Travel and conveyance 638.88 528.25
Car and other hire charges 214.92 458.32
Marketing and support fees 379.57 345.17
Title and valuation expenses for the mortgage business 274.49 274.55
Electricity, water and power consumption 284.96 280.74
Recruitment and training expenses 405.82 271.23
Bank administration charges 247.34 169.58
Rates and taxes 207.71 182.37
Rent, net (Refer note 4) 423.43 1,268.40
Insurance 145.37 140.77
Printing and stationery 67.23 62.47
Contribution to Corporate Social Responsibility 40.94 37.71
Allowance for doubtful debts/ bad debts written-off, net 58.98 17.83
Services rendered by business associates and others 26.81 25.49
Auditors remuneration and expenses
-for audit fees 16.00 14.00
-for other services 5.01 5.60
-for reimbursement of expenses 0.95 0.80
Membership fees and registration fees 7.98 16.24
Directors' sitting fees 5.50 5.40
Miscellaneous expenses 121.23 119.26
6,961.93 7,335.51


as at 31 March 2020
22 FINANCIAL INSTRUMENTS:
I. Financial instruments by category:
The carrying value and fair value of financial instruments by categories as at 31 March 2020 were as follows:
Total carrying
Amortized cost FVTPL FVOCI Total fair value
amount
Financial assets
Investments 34.17 - - 34.17 34.17
Trade receivables 5,567.18 - - 5,567.18 5,567.18
Cash and cash equivalents 1,907.49 - - 1,907.49 1,907.49
Other financial assets 2,434.48 (15.75) 464.26 2,882.99 2,882.99
Total 9,943.32 (15.75) 464.26 10,391.83 10,391.83
Borrowings 8,369.18 - - 8,369.18 8,369.18
Lease Liabilities 5,123.15 - - 5,123.15 5,123.15
Other financial liabilities 1,964.52 - - 1,964.52 1,964.52
Trade payables 952.81 - - 952.81 952.81
Total 16,409.66 - - 16,409.66 16,409.66
Total carrying
amount
Financial assets
Investments 33.67 1,217.50 - 1,251.17 1,251.17
Cash and cash equivalents 473.84 - - 473.84 473.84
Other financial assets 1,956.75 (67.55) 536.67 2,425.87 2,425.87
Total 6,336.15 1,149.95 536.67 8,022.77 8,022.77
Borrowings 5,459.34 - - 5,459.34 5,459.34
Other financial liabilities 1,532.91 - - 1,532.91 1,532.91
Trade payables 901.75 - - 901.75 901.75
Total 7,894.00 - - 7,894.00 7,894.00
II. Fair value hierarchy:

The table below analyses financial instruments carried at fair value, by valuation method. The different levels have been
defined as follows:
Level 1: quoted prices (unadjusted) in active markets for identical assets or liabilities.
Level 2: inputs other than quoted prices included within Level 1 that are observable for the asset or liability, either directly (i.e. as
prices) or indirectly (i.e. derived from prices).
Level 3: inputs for the asset or liability that are not based on observable market data (unobservable inputs).
The following table presents fair value hierarchy of assets and liabilities measured at fair value on a recurring basis as at 31 March 2020:
31 March 2020 Fair value measurement at end of the reporting period using
Level 1 Level 2 Level 3
Investments
Investment in mutual and other funds - - - -
Total - - - -
Derivative financial instruments - foreign currency forward contract 448.51 - 448.51 -


as at 31 March 2020
The following table presents fair value hierarchy of assets and liabilities measured at fair value on a recurring basis as 31 March 2019:
31 March 2019 Fair value measurement at end of the reporting year using
Investments
Investment in mutual and other funds 1,217.50 1,217.50 - -
Total 1,217.50 1,217.50 - -
The fair value of other financial assets and liabilities approximate the carrying value.
The fair value of Mutual and other funds is based on quoted price. Derivative financial instruments are valued based on quoted prices
for similar assets and liabilities in active markets or inputs that are directly or indirectly observable in the marketplace. The fair value
of equity instruments and preference instruments is based on inputs that are not based on observable market data.
III. Financial risk management:
Financial risk factors:
The Group’s activities are exposed to a variety of financial risks: market risk, credit risk, and liquidity risk. The Group’s primary focus
is to foresee the unpredictability of financial markets and seek to minimize potential adverse effects on its financial performance.
The primary market risk to the Group is foreign exchange risk. The Group uses derivative financial instruments to mitigate foreign
exchange related risk exposures. The Group’s exposure to credit risk is influenced mainly by the individual characteristic of each
customer and the concentration of risk from the top few customers.
a) Market risk
The Group operates internationally and a major portion of the business is transacted in several currencies and consequently the Group
is exposed to foreign exchange risk through its services from India for contracts in the overseas geographies, primarily in the United
States of America and United Kingdom, and purchases from overseas suppliers in foreign currencies. The Group holds derivative
financial instruments such as foreign exchange forward and option contracts to mitigate the risk of changes in exchange rates on
foreign currency exposures. The exchange rate between the Indian rupee and foreign currencies has changed substantially in recent
years and may fluctuate substantially in the future. Consequently, the results of operations may be affected as the Rupee fluctuates
against these currencies.
The following table analyzes foreign currency risk as of 31 March 2020:
USD GBP PHP Others* Total

Total financial assets 58.82 125.31 67.94 0.18 252.25
Total financial liabilities - - 175.80 - 175.80
* Others includes LKR, Euro, etc.


Total financial assets 80.74 125.40 8.78 0.35 215.27
* Others includes LKR, Euro etc.

5% appreciation/ depreciation of the respective foreign currencies with respect to functional currency Firstsource Solutions Limited and
its subsidiaries would result in increase/decrease in the Group’s profit before tax approximately ` 233.85 for the year ended 31 March
2020 (31 March 2019: ` 70.65).
Derivative financial instruments
The Group holds derivative financial instruments such as foreign currency forward contracts to mitigate the risk of changes in exchange
rates on foreign currency exposures. The counterparty for these contracts is generally a bank. These derivative financial instruments
are valued based on quoted prices for similar assets and liabilities in active markets or inputs that are directly or indirectly observable in
the marketplace.


as at 31 March 2020
The following table gives details in respect of outstanding foreign currency forward contracts:
31 March 2020 31 March 2019

Foreign Currency in In ` Millions Foreign Currency in In ` Millions
Millions Millions
Forward contracts
in USD 63.15 4,772.87 182.30 12,841.74
in GBP 81.93 8,122.60 117.30 11,559.25
Total 12,895.47 24,400.99
The foreign exchange forward contracts mature within sixty months.

The table below analyses the derivative financial instruments into relevant maturity grouping based on the remaining period as of the
balance sheet date:
31 March 2020 31 March 2019

Forward contracts in USD
Not later than one month 1,923.88 2,650.51
Later than one month and not later than three months 1,629.28 4,078.81
Later than three months 1,219.71 6,112.42
Total 4,772.87 12,841.74
Forward contracts in GBP
Not later than one month 882.07 1,777.51
Later than one month and not later than three months 498.89 480.86
Total 8,122.60 11,559.25
The movement in Hedging Reserve, for derivatives designated as cash flow hedges is as follows:
Particulars 31 March 2020 31 March 2019

Balance at the beginning of the year 437.38 (60.78)
Changes in the fair value of effective portion of cash flow hedges (36.34) 631.71
Deferred tax movement 22.02 (87.69)
(Gains)/Losses transferred to statement of profit and loss on occurrence of forecasted hedge transaction (24.66) (45.86)
Balance at the end of the year 398.40 437.38
The following table summarises approximate gains / (loss) on the Company’s other comprehensive income on account of appreciation /
depreciation of underlying foreign currencies:

5% Appreciation of the underlying foreign currencies (418.68) (893.09)
5% Depreciation of the underlying foreign currencies 340.00 768.14
b) Credit risk
Credit risk refers to the risk of default on its obligation by the counterparty resulting in a financial loss. The maximum exposure to
the credit risk at the reporting date is primarily from trade receivables amounting to ` 5,567.18 and ` 3,871.89 as of 31 March 2020
and 31 March 2019 respectively and unbilled revenue amounting to ` 1,972.81 and ` 1,553.27 as of 31 March 2020 and 31 March 2019
respectively. Trade receivables and unbilled revenue are typically unsecured and are derived from revenue earned from customers
primarily located in the United States, United Kingdom, Philippines and other locations. Credit risk has always been managed by
the Group by continuously monitoring the credit worthiness of customers to which the Group grants credit terms in the normal
course of business.
The following table gives details in respect of percentage of revenues generated from top five customers:
Year ended
31 March 2020 31 March 2019
Revenue from top five customers 41.14% 41.44%


c) Liquidity risk:
Liquidity risk is the risk that the Group will encounter difficulty in meeting the obligations associated with its financial liabilities that
are settled by delivering cash or another financial asset. The Group’s approach to manage liquidity is to ensure, as far as possible, that
it will always have sufficient liquidity to meet its liabilities when due, under both normal and stressed conditions, without incurring
unacceptable losses or risk to the Group’s reputation.
The following are contractual maturities of Lease Liabilities on an undiscounted basis as at 31 March 2020:
Particulars 31 March 2020
Less than one year 1,329.20
One to five years 3,098.16
More than five years 1,779.56
Total 6,206.92
Future cash outflows in respect of certain leasehold properties to which the Group is potentially exposed as a lessee that are not
reflected in the measurement of the lease liabilities include exposures from options of extension and termination. In assessing
whether the Group is reasonably certain to exercise an option to extend a lease, or not to exercise an option to terminate a lease,
the Management has considered all relevant facts and circumstances that create an economic incentive for the Group as a lessee to
exercise the option to extend the lease or not to exercise the option to terminate the lease as at 31 March 2020. The Group shall revise
the lease term when there is a change in the facts and circumstances.
The table below provides details regarding the contractual maturities of other significant financial liabilities as at 31 March 2020
and 31 March 2019:
31 March 2020 31 March 2019

Less than 1 Year More than 1 year Less than 1 Year More than 1 year
Trade payables 952.81 - 901.75 -
Export finance, Line of credit, and working capital demand loan 8,341.42 - 5,389.86 -
Other borrowings - 27.76 - 69.48
Lease Liabilities 1,069.77 4,053.38 - -
Other financial liabilities 1,964.52 - 1,532.91 -
Management expects the recoveries from current financial assets as at the year end and the net cash inflows from operations during
the ensuing financial year to be sufficient for the Group to be able to meet these obligations of lease and other significant financial
liabilities. In addition, the Group also has unused lines of credit.
23 RELATED PARTY TRANSACTIONS

Details of related parties including summary of transactions entered into during the year ended 31 March 2020 are summarized below:
Holding Company CESC Ventures Limited (formerly known as RP-SG Business Process Services Limited)
Fellow Subsidiary Company Kolkata Games and Sports Pvt Ltd
Herbolab India Private Limited
Quest Properties India Limited (QPIL)
Metromark Green Commodities Pvt. Ltd
Guiltfree Industries Limited
Bowlopedia Restaurants India Limited
Accurate Commodeal Private Limited
Apricot Foods Private Limited
Subsidiaries wherein control exists The related parties where control exists are subsidiaries as referred to in Note 1 to the
consolidated financial statements.
Associate Nanobi Data and Analytics Private Limited (Nanobi)
Trust controlled by Ultimate Holding Company RP-Sanjiv Goenka Group CSR Trust (RPSG CSR Trust)
Key Managerial Personnel Vipul Khanna (appointed w.e.f. 02 August 2019)
Rajesh Subramaniam (resigned w.e.f. 31 July 2019)
Dinesh Jain


Non - executive Directors Dr. Sanjiv Goenka

Pradip Roy
Subrata Talukdar
Shashwat Goenka
V.K. Sharma (Ceased to be director w.e.f. 13 November 2019)
Pradip Kumar Khaitan
Grace Koshie
Pratip Chaudhuri
Sunil Mitra
Charles Richard Vernon Stagg
Particulars of related party transactions

Name of the related party Description Transaction value during the year ended Receivable / (Payable) as at
31 March 2020 31 March 2019 31 March 2020 31 March 2019
Nanobi Redemption of debentures 2.00 - - -

Interest Income 1.02 1.20 - 0.30
Receipt of services from Nanobi 2.80 6.58 - -
CESC Ventures Limited Dividend paid 1,682.90 - - -
Kolkata Games and Sports Pvt Ltd Recovery of expenses from Kolkata 1.32 1.14 - -
Games and Sports Pvt Ltd
Guiltfree Industries Limited Receipt of services 0.27 - - -
Accurate Commodeal Private Limited Receipt of services 200.02 - - -
Non executive directors Sitting fees 5.50 5.40 - -
Key Management Personnel and Remuneration 292.53 101.00 - -
relatives
Dividend paid 0.33 2.18 - -
Description Year ended

31 March 2020 31 March 2019
Rajesh Subramaniam 115.16 78.25
Dinesh Jain* 30.29 22.75
Vipul Khanna* 147.08 -
*Excludes ESOP, gratuity and compensated absences. -
24 SEGMENT REPORTING
Operating segments are defined as components of an enterprise for which discrete financial information is available that is evaluated
regularly by the Chief Operating Decision Maker (‘CODM’), in deciding how to allocate resources and in assessing performance.
Operating segments are identified based on the internal organization at the Balance Sheet date. The Group has identified the business
segments as reportable segments, which comprise: Customer Management, Healthcare, Collections and Mortgage. With the growth
in the mortgage revenues, during the current period, ‘Mortgage’ has been separated from ‘Customer Management’ and disclosed
as a new reportable segment for the CODM. Following the change in the composition of the reportable segment, the Company
has restated the corresponding amounts. Revenues and expenses directly attributable to the segments are reported under each
reportable segment. The accounting principles used in the preparation of the segment information are consistently applied to record
revenue and expenditure in individual business segments.
Assets and liabilities that are directly attributable or allocable to segments are disclosed under each reportable segment. All other
assets and liabilities are disclosed as unallocable. Property, plant and equipment that are used interchangeably among segments are
not allocated to reportable segments.


Year ended
31 March 2020 31 March 2019
Business segment
Segment revenue
Customer management 16,214.89 17,911.03
Healthcare 13,310.56 13,094.80
Collections 4,409.67 3,536.29
Mortgage 6,566.80 3,324.95
Less: Inter Segment Revenue - -
Net segment revenue 40,501.92 37,867.07
Segment results before tax and finance costs
Healthcare 2,693.98 2,501.27
Collections 736.03 617.83
Mortgage 976.20 360.06
Total 6,072.89 5,884.92
Finance costs (583.21) (290.00)
Other un-allocable expenditure, net of un-allocable income (1,547.58) (1,235.73)
Share in net profit / (loss) of associate 0.01 (0.01)
Profit before taxation, minority interest and other comprehensive income 3,942.11 4,359.18
Taxation 545.26 581.41
Profit for the year 3,396.86 3,777.86
Year ended
31 March 2020 31 March 2019
Segment assets
Healthcare 22,657.81 19,063.83
Collections 4,231.36 3,069.14
Mortgage 3,919.45 1,636.69
Unallocated 5,230.12 6,424.44
45,870.51 36,757.47
Segment liabilities
Healthcare 2,965.55 801.88
Collections 768.17 287.54
Mortgage 1,612.59 180.02
Unallocated 983.57 925.78
18,210.81 9,544.32
Goodwill acquired in a business combination is allocated to the respective business segments. The chief operating decision maker reviews
the goodwill for any impairment at the operating segment level, which is represented through business segments.
Entity wide disclosure
Geographical information: Revenues based on domicile of the customer are as follows:
Year ended
31 March 2020 31 March 2019
Geographical information
Segment revenue
UK 15,025.12 16,617.46
US 24,907.59 20,850.00
Asia 569.21 399.61
Less: Inter Segment Revenue - -
40,501.92 37,867.07


Geographical information: Other non-current assets

Year ended
31 March 2020 31 March 2019
Geographical information
Other non-current assets
UK 1,560.92 1,826.18
US 145.61 117.40
Asia 270.37 125.40
1,976.90 2,068.98
25 EMPLOYEE STOCK OPTION PLAN

Employee stock option Scheme 2003 (‘Scheme 2003’)
The Employee Stock Option Scheme 2003 (‘the Scheme’) approved by the Board of Directors and the members of the Company
and administered by the Nomination & Remuneration Committee (‘the Committee’) is effective 11 October, 2003. The key terms
and conditions included in the scheme are in line with Securities and Exchange Board of India (Employee Stock Option Scheme and
Employee Stock Purchase Scheme) Guidelines, 1999 (as amended by SEBI (shared based employee benefits) Regulations, 2014).
As per the Scheme, the Committee issued stock options to the identified employees at an exercise price equal to the fair value on the
date of grant and there stock options would vest in tranches over a period of four years as stated below and shall be exercised within
a period of ten years from the date of the grant of the options.
Period within which options will vest unto the eligible employee % of options that will vest
End of 12 months from the date of grant of options 25.00%
FIRSTSOURCE SOLUTIONS LIMITED EMPLOYEE STOCK OPTION PLAN 2019 (“ESOP 2019 PLAN”)
The Company established ESOP 2019 Plan, pursuant to approval of the Board of Directors and the shareholders at the Annual General
Meeting on August 2, 2019 and administered by the Committee.. The key terms and conditions included in the ESOP 2019 Plan are in
compliance with Securities and Exchange Board of India (Share Based Employee Benefits) Regulations, 2014, as amended.
As per the ESOP 2019 Plan, the Committee will issue stock options to the identified eligible employees/ director(s) of the Company
and its Subsidiaries at an exercise price which will be the face value of the Shares or any higher price which may be decided by
the Committee considering the prevailing market conditions and the norms as prescribed by the Securities and Exchange Board of
India (‘SEBI’) and other relevant regulatory authorities. Further the stock options under the said plan would vest & be exercisable in
tranches as determined by the Committee.
The ESOP 2019 Plan is proposed to include grants to identified eligible employees under the Long Term Incentive Structure (‘LTI’). The
LTI will be tenure based or performance based as per the vesting conditions below:
Vesting Schedule in the given structure is:
Period within which options will vest unto the participant % of options that will vest
Tenure based Performance based*
End of 12 months from the date of grant of options 25% 25%
At the end of every quarter after year 1, till end of year 4 from date of grant 6.25% 25%
*Attainment of options can range between 0% and 150% of tranche eligible for vesting for the respective performance measurement
period. Each tranche is separate. Performance and vesting in one period has no bearing on performance and vesting in another period;
Under both the above structures grants will be issued at face value of the shares or any higher price which may be decided by the
Committee and will have an exercise period upto ten years as per the Scheme and as determined by the Committee.


Under the ESOP 2019 Plan, as on March 31, 2020, the Committee has approved grant of 10,784,204 options which are a mix of tenure
based and performance based structure to its senior leadership team and employees.
The ESOP 2019 Plan shall be implemented by the Firstsource Employee Benefit Trust (‘the Trust’) which will be administered by the
Committee. The Company shall provide financial assistance to the Trust for secondary acquisition of equity shares of the Company
for the purpose of implementation of ESOP 2019 Plan. The terms and conditions for the financial assistance provided shall be in
Compliance with the Companies Act, 2013 read with Companies (Share Capital and Debenture) Rules, 2014 and SEBI regulations.
During the year ended March 31, 2020, the Trust has purchased 3,156,000 equity shares through secondary acquisition.
GRANTS TO THE MANAGING DIRECTOR & CEO (MD & CEO) UNDER ESOP 2019 PLAN
In view of the Shareholder’s approval via postal ballot on 11 January 2020 through a special resolution wherein it was approved that
the MD & CEO shall be entitled to participate in the equity based LTI of the Company. Accordingly the Committee on February 28, 2020
has approved the grant of 10,066,204 options under ESOP Plan 2019 at the face value of ` 10/- of the shares to the MD & CEO which
are a mix of tenure based and performance based structures. The brief details of these grants are mentioned herein below:
A. Grants under Tenure Based Structure :
No. of Stock Options Vesting Date Vesting Conditions
1,186,624 1 October, 2021 Continued employment
719,966 1 October, 2023 Continued employment
B. Grants under Performance Based Structure :

8,159,614 1 October, 2023 Achievement of Profits Before Tax **
** Performance period may be further defined in consultation with the Nomination & Remuneration Committee
Employee stock option activity during the year ended March 31, 2020
A) Under ESOS Scheme 2003 are as follows:
Description 31 March 2020 31 March, 2019
Exercise Range(`) Shares arising out of Weighted Average Shares arising out of Weighted Average
options period in months options period in months
Outstanding at the beginning of the year 00-30.00 3,326,385 41.75 5,773,635 57.79
30.01-60.00 6,507,746 87.58 9,751,177 88.18
60.01-90.00 2,352,500 113.77 - -
12,186,631 15,524,812
Granted during the year 00-30.00 - -
30.01-60.00 - -
60.01-90.00 - 2,500,000
- 2,500,000
Forfeited during the year 00-30.00 291,010 -
30.01-60.00 1,254,061 593,470
60.01-90.00 745,000 147,500
2,290,071 740,970
Exercised during the year* 00-30.00 1,636,250 2,447,250
30.01-60.00 1,125,500 2,094,961
60.01-90.00 - -
2,761,750 4,542,211
Expired during the year 00-30.00 - -
30.01-60.00 219,000 555,000
60.01-90.00 - -
219,000 555,000



Outstanding at the end of the year 00-30.00 1,399,125 39.25 3,326,385 41.75
30.01-60.00 3,909,185 78.38 6,507,746 87.58
60.01-90.00 1,607,500 101.57 2,352,500 113.77
6,915,810 12,186,631
Exercisable at the end of the year 00-30.00 1,399,125 39.25 3,326,385 41.75
30.01-60.00 2,901,901 76.35 3,267,988 80.75
60.01-90.00 602,825 101.57 - -
4,903,851 6,594,373
* The weighted average share price of these options was ` 27.87 and ` 31.27 for the year ended 31 March 2020 and 31 March
2019 respectively
B) Under ESOP 2019 Plan is as follows:
i) Grants under Tenure Based Structure
Description 31 March 2020
Exercise Price (`) Options Granted
Granted and Outstanding during the year 10 2,256,590
ii) Grants under Performance Based Structure

The key assumptions used to estimate the fair value of options are:
31 March 2020 31 March 2019

Dividend yield 0% to 4% 0% to 3%
Expected Life 2-7 years 5.5-7 years
Risk free interest rate 6.50% to 9.06% 6.50% to 9.06%
Volatility 0% to 75% 0% to 75%
Model Used Black & Scholes Black & Scholes
The expense arises from equity settled share based payment transaction amounting to ` 29.03 and ` 49.59 for the year ended 31
March 2020 and 31 March 2019 respectively.
26 EMPLOYEE BENEFITS
The Group has a defined benefit gratuity plan in India (funded). The Group’s defined benefit gratuity plan is a final salary plan for India
employees, which requires contributions to be made to a separately administered fund.
The gratuity plan is governed by the Payment of Gratuity Act, 1972. Under the Act, Indian employee who has completed five years
of service is entitled to specific benefit. The level of benefits provided depends on the member’s length of service and salary at
retirement age. The fund has the form of a trust and it is governed by the Board of Trustees, which consists of an equal number of
employer and employee representatives. The Board of Trustees is responsible for the administration of the plan assets and for the
definition of the investment strategy.
Each year, the Board of Trustees reviews the level of funding in the India gratuity plan. Such a review includes the asset-liability
matching strategy and investment risk management policy. This includes employing the use of annuities and longevity swaps to
manage the risks. The Board of Trustees decides its contribution based on the results of this annual review. Generally, investments are
in debt mutual funds. Annual contributions at a level such that no plan deficits (based on valuation performed) will arise.


Gratuity plan
The following table sets out the status of the gratuity plan:
Reconciliation of opening and closing balances of the present value of the defined benefit obligation and fair value of planned assets:

Change in present value of obligations
Obligations at beginning of the year 118.38 97.82
Service cost 12.59 10.65
Interest cost 7.93 6.76
Actuarial (gain)/loss 15.10 21.26
Benefits paid (24.38) (18.11)
Obligations at the end of the year 129.62 118.38
Change in plan assets
Fair value of plan assets at beginning of the year 50.83 46.09
Adjustments to Opening Fair Value of Plan Assets (0.45) 0.51
Return on Plan Assets excluding interest income (0.54) (0.26)
Contributions 15.76 20.08
Fair value of plan assets at end of the year 43.74 50.83
Reconciliation of present value of the obligation and the fair value of plan assets
Present value of the defined benefit obligations at the end of the year 129.62 118.38
Fair value of plan assets at the end of year (43.74) (50.83)
Funded status being amount of liability recognised in the balance sheet 85.88 67.55
Gratuity cost for the year
Net gratuity cost 18.00 14.89
Remeasurements of the net defined benefit liability/ (asset)
Actuarial (gains) / losses 15.10 21.26
(Return)/loss on plan assets excluding amounts included in the net interest on the net defined benefit liability/ 0.54 0.26
(asset)
Total actuarial (gain)/loss recognized in (OCI) 15.64 21.52
Category of Assets Total Amount Target Allocation %
Gratuity Fund (LIC of India and Birla Sunlife Insurance Co. Ltd) 33.50 100%
Total Itemized Assets 33.50 100%
Assumptions
Mortality IALM (2006-08) Ult. IALM (2006-08) Ult.
Interest rate 6.55% 7.47%
Rate of growth in salary levels 6.00% 7.00%
The estimates of future salary increase, considered in actuarial valuation, take account of inflation, seniority, promotion and other
relevant factors such as supply and demand factors in the employment market.
The Company continues to fund to the trust in next year by reimbursing the actual payouts.
Gratuity cost, as disclosed above, is included under ‘Employee benefit expense’.
a) Contribution to Provident fund
The provident fund charge during the year amounts to ` 146.40 (31 March 2019: ` 117.99).
b) Compensated absences
Actuarial assumptions 31 March 2020 31 March 2019


27 STATEMENT PURSUANT TO REQUIREMENT OF SCHEDULE III TO THE COMPANIES ACT, 2013 RELATING COMPANY’S
INTEREST IN SUBSIDIARY COMPANIES
Sr Name of the entity Net Assets, i.e., total assets Share in other Share in total
no Share in profit or loss
minus total liabilities comprehensive income comprehensive income
As % of As % of As % of As % of
consolidated Amount consolidated Amount consolidated Amount consolidated Amount
net assets profit or loss profit or loss profit or loss
Firstsource Solutions Limited 74.99% 20,741.53 53.58% 1,820.15 -3.40% (40.52) 38.79% 1,779.63
Subsidiaries - Indian
1 Firstsource Process 0.12% 33.79 0.03% 1.11 0.00% - 0.02% 1.11

Management Services
Limited
Subsidiaries - Foreign
1 Firstsource Solutions UK 16.83% 4,654.99 1.10% 37.28 12.47% 148.41 4.05% 185.69
Limited
2 Firstsource BPO Ireland 0.07% 18.40 -0.05% (1.54) 0.10% 1.17 -0.01% (0.37)
Limited
3 Firstsource Dialog Solutions 0.08% 22.61 0.00% (0.03) 0.00% (0.02) 0.00% (0.05)
(Private) Limited
4 Firstsource Solutions S.A. - - - - - - - -
5 Firstsource Group USA, Inc. 77.45% 21,422.65 -17.89% (607.64) 121.08% 1,441.45 18.18% 833.81
6 Firstsource Advantage LLC 6.29% 1,739.89 12.66% 430.19 4.15% 49.45 10.46% 479.64
7 Firstsource Business Process 9.52% 2,634.26 0.00% (0.01) 19.04% 226.65 4.94% 226.64
Services, LLC
8 MedAssist Holding LLC 87.24% 24,130.14 52.53% 1,784.37 -56.29% (670.17) 24.29% 1,114.20
9 Firstsource Transaction 0.29% 80.71 -0.60% (20.31) 0.62% 7.43 -0.28% (12.88)
Services LLC
10 One Advantage LLC 2.11% 584.92 9.49% 322.21 3.57% 42.55 7.95% 364.76
11 Sourcepoint Fulfillment -0.20% (55.30) 1.12% 37.89 -0.27% (3.27) 0.75% 34.62
Services, Inc
12 Sourcepoint, Inc. 13.26% 3,668.04 -3.03% (102.96) -1.06% (12.66) -2.52% (115.62)
Minority Interests in all -0.02% (5.88) 0.00% 0.01 0.00% - 0.00% 0.01
subsidiaries
Adjustments -188.04% (52,011.05) -8.95% (303.86) - - -6.62% (303.86)
Total 100% 27,659.70 100% 3,396.86 100% 1,190.47 100% 4,587.33
28 OTHER OPERATING INCOME

Other operating income includes gain of ` 484.22 for the year ended 31 March 2020 (31 March 2019: ` 395.70) on restatement and
settlement of debtor balances and related gain / loss on forward / option contracts as these transactions relate to the operations
of the Company.


29 COMPUTATION FOR CALCULATING DILUTED EARNING PER SHARE

Year ended
31 March 2020 31 March 2019
Number of shares considered as basic weighted average shares outstanding 692,858,333 689,710,908
Add: Effect of potential issue of shares/ stock options * 2,085,283 3,389,217
Number of shares considered as weighted average shares and potential shares outstanding 694,943,616 693,100,125
Net profit after tax attributable to shareholders 3,396.86 3,777.86
Net profit after tax for diluted earnings per share 3,396.86 3,777.86
* not considered when anti-dilutive
Basic earnings per share is calculated by dividing the profit attributable to equity shareholders of the Company by
the weighted average number of equity shares outstanding during the year, excluding equity shares purchased
by the Group and held as treasury shares.
Diluted earnings per share is calculated by adjusting the weighted average number of equity shares outstanding
during the year for assumed conversion of all dilutive potential equity shares. Employee share options are
dilutive potential equity shares for the Group.
30 CAPITAL AND OTHER COMMITMENTS AND CONTINGENT LIABILITIES

31 March 2020 31 March 2019
a) The estimated amount of contracts remaining to be executed on capital account and not provided for (net), 851.71 511.38
against which advances paid are ` 47.71 (31 March 2019: ` 49.75)
b) Claims not acknowledged as debts 1.35 1.35
c) Guarantees given to the customer and others* 10.00 10.00
d) Outstanding in respect of the Company has a purchase commitment towards Nanobi Data and Analytics 12.00 12.00
Private Limited for the Optionally Convertible Debentures of ` 100 per unit of 120,000 units.
Direct tax matters

Income tax demands amounting to ` 983.41 (31 March 2019: ` 959.72) for the various assessment years are disputed in appeal by the
Company in respect of which it has favourable decisions supporting its stand based on the past assessment or otherwise and hence,
the provision for taxation is considered adequate. The Company has paid ` 10.38 (31 March 2019: ` 10.38) tax under protest against
the demand raised for the assessment year 2004-05, ` 12.50 (31 March 2019: ` 12.50) tax under protest against the demand raised
for the assessment year 2009-10, ` 80.00 (31 March 2019: ` 80.00) tax under protest against the demand raised for the assessment
year 2011-12, ` 5.00 (31 March 2019: ` Nil) tax under protest against the demand raised for the assessment year 2014-15, ` 2.50
(31 March 2019: ` Nil) tax under protest against the demand raised for the assessment year 2015-16.
Indirect tax matters
Service tax demands amounting to ` 151.76 (31 March 2019: ` 174.85) in respect of service tax input credit and FCCB issue expenses
is disputed in appeal by the Company. The Company expects favourable appellate decision in this regard.
The Company’s pending litigations comprise of claims against the Company and pertaining to proceedings pending with Income
tax and service tax. The Company has reviewed all its pending litigations and proceedings and has adequately provided for where
provisions are required and disclosed as contingent liabilities where applicable, in the financial statements. The Company does not
expect the outcome of these proceedings to have a materially adverse effect on its financial statements.
*Guarantees given pertain to guarantees given to customers and the Government of India, Customs and Central Excise department
towards future duty obligations.
31 LONG-TERM CONTRACTS
The Group has a process whereby yearly all long-term contracts (including derivative contracts) are assessed for material foreseeable
losses. At the year end, the Group has reviewed and ensured that adequate provision as required under any law / Accounting Standards
for material foreseeable losses on such long term contracts (including derivative contracts) has been made in the books of account.


32 CORPORATE SOCIAL RESPONSIBILITY (CSR)

As per Section 135 of the Companies Act, 2013, funds have been contributed by the Company to the RP-Sanjiv Goenka Group CSR
Trust and are to be utilized on the activities which are specified in Schedule VII to the Act. The areas identified by the CSR trust includes
activities for promoting healthcare, art / culture, sports and education as the four priority areas to be pursued in phases and in a
manner aligned with the CSR rules and regulations.The trust has informed that they are working on a project to set up school which
will offer IB and IGCSE courses. The amount paid towards our contribution is being utlized to purchase land for setting up this school.
a) Gross amount required to be spent by the Company during the year is ` 40.94 (31 March 2019: ` 37.71)
b) Amount spent by Firstsource during the year on:
Particulars Amount paid

Construction/ acquisition of any asset -
On purposes other than above 40.94
33 SUBSEQUENT EVENTS
The Board of directors at its meeting held on 26 May 2020 has approved these Consolidated financial statements as at and for the year
ended 31 March 2020.

FORM AOC-I
(Pursuant to first proviso to sub-section (3) of section 129 read with rule 5 of Companies (Account) Rules, 2014)
Statement containig sailent features of the financial statement of subsidiaries/associate companies/joint ventures
PART “A”: SUBSIDIARIES (Currency: In ` Millions)
Sr. Particulars First Source Firstsource Firstsource Firstsource One Firstsource Firstsource MedAssist Firstsource Firstsource Firstsource- Firstsource Sourcepoint Sourcepoint,
No. Process Group USA, Business Advantage Advantage Solutions UK Solutions Holding, Transaction BPO Ireland Dialog Solution S.A Fulfillment Inc.
Management Inc. Process LLC LLC Limited USA LLC LLC. Services, Ltd Solutions Services, Inc

Services Services, LLC (Private)
Limited LLC Limited
1 Reporting period for the 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019 01-04-2019
subsidiary concerned, if to to to to to to to to to to to to to to
different from the holding 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020 31-03-2020
Company's reporting
period
2 Reporting currency ` Dollar Dollar Dollar Dollar Pound Dollar Dollar Dollar Euro LKR - Dollar Dollar
3 Exchange rate 1 75.67 75.67 75.67 75.67 93.50 75.67 75.67 75.67 79.10 0.40 0.00 75.67 75.67
4 Paid-up Share Capital 10.50 19.45 - 0.76 - 265.05 - - - - 1.82 - 30.33 5.55
5 Reserves & Surplus 23.29 21,402.30 2,634.26 1,739.18 584.92 4,399.42 - 24,130.14 80.71 18.40 20.79 - (79.13) 3,656.20
6 Total Assets 34.52 30,738.91 3,009.77 2,609.12 910.15 12,990.25 - 26,479.61 2,083.85 19.83 22.85 - 288.42 6,158.85
7 Total Liabilities (excluding 0.73 9,317.16 375.51 869.18 325.23 8,325.78 - 2,349.47 2,003.14 1.43 0.24 - 337.22 2,497.10
Capital and Reserves)
8 Investments (excluding - - - - - - - - - - - - - -
Investments in
Subsidiaries)
9 Total Income * 1.84 662.59 - 4,708.68 1,187.12 15,082.14 - 7,803.74 5,222.09 0.77 0.61 - 569.75 6,442.34
10 Profit / (Loss) Before Tax* 1.52 (331.48) (0.01) 459.90 344.06 (9.05) - 1,914.65 (21.47) (2.20) (0.02) - 41.24 (110.04)
11 Provision for Tax 0.41 317.36 - - - (53.43) - - - (0.65) - - - -

12 Profit / (Loss) After Tax* 1.11 (648.84) (0.01) 459.90 344.06 44.38 - 1,914.65 (21.47) (1.55) (0.02) - 41.24 (110.04)
13 Proposed Dividend - - - - - - - - - - - - - -
(including Tax thereon)
14 % of Shareholding 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 74% 99.98% 100% 100%
Note:
Figures mentioned in MedAssist Holding LLC are consolidated figures of MedAssist Holding LLC and Firstsource Solutions USA LLC.
FORM AOC-I
(Pursuant to first proviso to sub-section (3) of section 129 read with rule 5 of Companies (Account) Rules, 2014)
Statement containig sailent features of the financial statement of subsidiaries/associate companies/joint ventures
PART “B”:ASSOCIATES AND JOINT VENTURES: (Currency: In ` Millions)
Sr. Particulars Nanobi Data and Analytics Private Limited

No.
1 Reporting period for the subsidiary concerned, if different from the holding Company's reporting 01-04-2019
period to
31-03-2020
2 Reporting currency `
3 Exchange rate 1
4 Paid-up Share Capital 36.58
5 Reserves & Surplus (52.30)

6 Total Assets 29.23
7 Total Liabilities (excluding Capital and Reserves) 44.95
8 Investments (excluding Investments in Subsidiaries) -
9 Total Income 24.87
10 Profit / (Loss) Before Tax 2.82
11 Provision for Tax 0.09

12 Profit / (Loss) After Tax 2.73
13 Proposed Dividend (including Tax thereon) -

14 % of Shareholding 21.79%
Company Overview
For and on behalf of the Board of Directors of Firstsource Solutions Limited

Chairman Managing Director & CEO
Shashwat Goenka Pradip Kumar Khaitan Subrata Talukdar

Statutory Reports
Sunil Mitra Pratip Chaudhuri

Director Director
Mumbai Pooja Nambiar Dinesh Jain
26 May 2020 Company Secretary President & CFO

INDEPENDENT AUDITOR’S REPORT
TO THE MEMBERS OF thereon, and we do not provide a separate opinion on these

FIRSTSOURCE SOLUTIONS LIMITED matters. We have determined the matters described below to be
the Key Audit Matters to be communicated in our report.
REPORT ON THE AUDIT OF THE STANDALONE
Sr. Key Audit Matter Auditor’s Response
FINANCIAL STATEMENTS no.
1. Revenue recognition and Principal audit procedures performed
OPINION measurement in respect of a) We gained an understanding of the
We have audited the accompanying Standalone Financial un-invoiced amounts Company’s processes in collating
(Refer Note 6(ii) and 17 of the evidence supporting delivery
Statements of Firstsource Solutions Limited (the ‘Company’), which
the Standalone Financial of services for each disaggregated
comprise the Balance Sheet as at 31 March 2020, the Statement
Statements) type of revenue. We also obtained
of Profit and Loss (including Other Comprehensive Income),
The Company, in its contracts an understanding of the design of
the Statement of Changes in Equity and the Statement of Cash
with customers, promises key controls for quantifying units
Flows and for the year then ended, and a summary of significant to transfer distinct services of services that would be invoiced
accounting policies and other explanatory information (hereinafter (‘performance obligations’) and the application of appropriate
referred to as the ‘Standalone Financial Statements’). to its customers which may prices for each of such services.
In our opinion and to the best of our information and according be rendered in the form b) We tested the design and operating
to the explanations given to us, the aforesaid Standalone Financial of customer management, effectiveness of management’s
Statements give the information required by the Companies Act, transaction processing key controls in collating the units
(including revenue cycle of services delivered and in the
2013 (the ‘Act’) in the manner so required and give a true and
management in the application of accurate prices for
fair view in conformity with the Indian Accounting Standards
healthcare industry) and debt each of such services for a sample
prescribed under section 133 of the Act read with the Companies
collection services. Revenue of the un-invoiced revenue entries,
(Indian Accounting Standards) Rules, 2015, as amended, (‘Ind AS’)
is recognised based on the which included testing of access
and other accounting principles generally accepted in India, of the pattern of benefits from the and change management controls
state of affairs of the Company as at 31 March 2020, of its profit performance obligations to exercised in respect of related
and total comprehensive income, its changes in equity and its cash the customer in an amount information systems.
flows for the year ended on that date. that reflects the consideration c) We have tested a sample of un-
received or expected to be invoiced revenue entries with
BASIS FOR OPINION received in exchange for the reference to the reports from
services (‘transaction price’). the information system that
We conducted our audit of the Standalone Financial Statements in
The agreed contractual terms record the inputs relating to the
accordance with the Standards on Auditing specified under section
for service deliveries that are services delivered to confirm
143(10) of the Act (‘SA’s). Our responsibilities under those Standards
based on unit-of-work, time the units of services delivered
are further described in the Auditor’s Responsibilities for the Audit
and material or a specified and contractual rates for the
of the Standalone Financial Statements section of our report. We contingency (such as recovery application of appropriate price for
are independent of the Company in accordance with the Code of dues or disbursement of each of services. We also tested
of Ethics issued by the Institute of Chartered Accountants of loans) adjusted for rebates, the adjustments on account of
India (‘ICAI’) together with the ethical requirements that are volume discounts, incentives volume discounts and committed
relevant to our audit of the Standalone Financial Statements under or penalties (‘variable service levels of performance.
the provisions of the Act and the Rules made thereunder, and we consideration’). At each With regard to incentives, our
have fulfilled our other ethical responsibilities in accordance with reporting date, revenue is tests were focused to ensure that
these requirements and the ICAI’s Code of Ethics. We believe that accrued for work performed accruals were restricted to only
the audit evidence obtained by us is sufficient and appropriate that may not have been those items where contingencies
to provide a basis for our audit opinion on the Standalone invoiced. Identifying whether were minimal.
Financial Statements. the Company’s performance d) We have performed substantive
have resulted in a billable analytical procedures to evaluate
KEY AUDIT MATTERS service that is collectable the reasonableness of un-invoiced
where the service deliveries revenues recognised. Un-invoiced
Key Audit Matters are those matters that, in our professional have not been acknowledged revenues from fixed fee based
judgment, were of most significance in our audit of the Standalone by customers as of the service contracts were not
Financial Statements of the current financial year. These matters reporting date involves a fair significant resulting in lower risk
were addressed in the context of our audit of the Standalone amount of judgment. relating to cut off and accuracy.
Financial Statements as a whole, and in forming our opinion

Sr. Key Audit Matter Auditor’s Response Sr. Key Audit Matter Auditor’s Response
no. no.
Recognition of revenue Therefore, we focused our The MAT credit is allowed c) We performed sensitivity analysis
before acknowledgment attention on time and unit to be carried forward for a on the key assumptions to assess
of receipt of services by priced based service contracts period of fifteen succeeding their impact on the Company’s
customer could lead to an in performing substantive assessment years following determination that the MAT was
over or understatement of analytical procedures. These the assessment year in which realisable; the extent of change
revenue and profit, whether procedures involved developing the MAT credit becomes in those assumptions that would
intentionally or in error. sufficiently precise expectations allowable. MAT credit can impact any impairment to the MAT
using a plausible and predictable be set off only in the year in Credit.
relationship among appropriately which the Company is liable d) Our procedures included
disaggregated data. to pay normal income tax on evaluation of the impact of current
e) We also extended our testing the total taxable income to economic conditions on account
upto the date of approval of the extent such tax is in excess of COVID -19 pandemic on the
financial statements by the Board of the MAT for that year. The assumptions used in forecast of
of Directors of the Company to Company has recognised future tax liabilities and operating
verify adjustments, if any, that may deferred tax asset in respect margin.
have been necessary upon receipt of MAT credit to the extent of
of approvals from customers for ` 2,143.70 Million.
services delivered prior to the The Company’s evaluation of
reporting date and / or collections the recoverability of deferred
against those. tax asset in respect of MAT
f) We have reviewed the delivery credit requires Management
and collection history of customers to make significant estimates
against whose contracts un- and assumptions related to
invoiced revenue is recognized. forecasts of future taxable
g) We tested cut-offs for revenue profits. Also, a significant
recognized against un-invoiced portion of the Company’s
amounts by matching the revenue profits in the past have arisen
accrual against accruals for from export of services
corresponding cost. from delivery centres set
up in Special Economic
2. Assessment of recoverability Principal audit procedures performed Zones (‘SEZs’). Export profits
of Minimum Alternate Tax We obtained the projections compiled derived from SEZs are entitled
(‘MAT’) Credit for Special by the management and performed to a 100% deduction in
Economic Zone (‘SEZ’) units audit procedures related to forecasts determining the total taxable
(Refer Note 10 of the of future taxable profits and operating income for the first five years.
Standalone Financial margin: The deduction is reduced to
Statements) a) We evaluated management’s 50% for the next ten years
Under the provisions of the ability to accurately forecast future (subject to meeting certain
Income Tax Act, 1961, (the revenues, operating margins and additional conditions in the
‘Income Tax Act’) Minimum taxable profits by comparing the last five years). Given, the
Alternate Tax (‘MAT’) is actual results to management’s proportion of export profits
payable by companies historical forecast by delivery and the tax benefits attached
where 15% (plus applicable centres (including the ratio of to export profits from SEZs,
surcharge and cess) of its deliveries from SEZs and Non-SEZ forecast of future taxable
‘book profit’ as defined under centres) to arrive at forecast tax income involves significant
section 115JB of the Income liabilities. subjective judgment.
Tax Act exceeds the income b) We have reviewed the assumptions
tax payable on the ‘total on use of SEZ delivery centres
INFORMATION OTHER THAN THE FINANCIAL
taxable income’ computed in with government’s policies on
STATEMENTS AND AUDITOR’S REPORT THEREON
accordance with the Income awarding licenses for SEZs and
Tax Act. A credit equal to for withdrawing deductions /
(‘OTHER INFORMATION’)
the excess of MAT paid on exemptions under the Income Tax • The Company’s Board of Directors is responsible for the
book profit over the normal Act. preparation of other information. The other information
income tax payable on the comprises the information included in the Directors’ report,
total taxable income is allowed Management Discussion and Analysis Report, Business
as a credit (‘MAT credit’). Responsibility report and report on Corporate Governance,
but does not include the Consolidated Financial Statements,
Standalone Financial Statements and our auditor’s
report thereon.

• Our opinion on the Standalone Financial Statements does not economic decisions of users taken on the basis of these Standalone
cover the other information and we do not express any form of Financial Statements.
assurance conclusion thereon.
As part of an audit in accordance with SAs, we exercise professional
• I n connection with our audit of the Standalone Financial judgment and maintain professional skepticism throughout the
Statements, our responsibility is to read the other information audit. We also:
and, in doing so, consider whether the other information
• Identify and assess the risks of material misstatement of the
is materially inconsistent with the Standalone Financial
Standalone Financial Statements, whether due to fraud or
Statements or our knowledge obtained during the course of
error, design and perform audit procedures responsive to
our audit or otherwise appears to be materially misstated.
those risks, and obtain audit evidence that is sufficient and
• I f, based on the work we have performed, we conclude that appropriate to provide a basis for our opinion. The risk of
there is a material misstatement of this other information, we not detecting a material misstatement resulting from fraud is
are required to report that fact. We have nothing to report higher than for one resulting from error, as fraud may involve
in this regard. collusion, forgery, intentional omissions, misrepresentations,
or the override of internal control.
MANAGEMENT’S RESPONSIBILITY FOR THE • Obtain an understanding of internal financial control relevant
STANDALONE FINANCIAL STATEMENTS to the audit in order to design audit procedures that are
The Company’s Board of Directors is responsible for the matters appropriate in the circumstances. Under section 143(3)(i) of
stated in section 134(5) of the Act with respect to the the Act, we are also responsible for expressing our opinion on
preparation and presentation of these Standalone Financial whether the Company has adequate internal financial controls
Statements that give a true and fair view of the financial position, system in place and the operating effectiveness of such controls.
financial performance including other comprehensive income, • Evaluate the appropriateness of accounting policies used
changes in equity and cash flows of the Company in accordance and the reasonableness of accounting estimates and related
with the Ind AS and other accounting principles generally accepted disclosures made by the management.
in India. This responsibility also includes maintenance of adequate
accounting records in accordance with the provisions of the Act • Conclude on the appropriateness of management’s use of the
for safeguarding of the assets of the Company and for preventing going concern basis of accounting and, based on the audit
and detecting frauds and other irregularities; selection evidence obtained, whether a material uncertainty exists
and application of appropriate accounting policies; making related to events or conditions that may cast significant doubt
judgments and estimates that are reasonable and prudent; and on the Company’s ability to continue as a going concern. If we
design, implementation and maintenance of adequate internal conclude that a material uncertainty exists, we are required to
financial controls, that were operating effectively for ensuring the draw attention in our auditor’s report to the related disclosures
accuracy and completeness of the accounting records, relevant in the Standalone Financial Statements or, if such disclosures
to the preparation and presentation of the Standalone Financial are inadequate, to modify our opinion. Our conclusions are
Statements that give a true and fair view and are free from material based on the audit evidence obtained up to the date of our
misstatement, whether due to fraud or error. auditor’s report. However, future events or conditions may
cause the Company to cease to continue as a going concern.
In preparing the Standalone Financial Statements, Management
is responsible for assessing the Company’s ability to continue as • Evaluate the overall presentation, structure and content of the
a going concern, disclosing, as applicable, matters related to going Standalone Financial Statements, including the disclosures, and
concern and using the going concern basis of accounting unless whether the Standalone Financial Statements represent the
Management either intends to liquidate the Company or to cease underlying transactions and events in a manner that achieves
operations, or has no realistic alternative but to do so. fair presentation.
The Board of Directors are also responsible for overseeing the Materiality is the magnitude of misstatements in the Standalone
Company’s financial reporting process. Financial Statements that, individually or in aggregate, makes
it probable that the economic decisions of a reasonably
AUDITOR’S RESPONSIBILITIES FOR THE AUDIT OF THE knowledgeable user of the Standalone Financial Statements may
be influenced. We consider quantitative materiality and qualitative
STANDALONE FINANCIAL STATEMENTS
factors in (i) planning the scope of our audit work and in evaluating
Our objectives are to obtain reasonable assurance about whether the results of our work; and (ii) to evaluate the effect of any
the Standalone Financial Statements as a whole are free from identified misstatements in the Standalone Financial Statements.
material misstatement, whether due to fraud or error, and to
We communicate with those charged with governance regarding,
issue an auditor’s report that includes our opinion. Reasonable
among other matters, the planned scope and timing of the audit
assurance is a high level of assurance, but is not a guarantee that
and significant audit findings, including any significant deficiencies
an audit conducted in accordance with SAs will always detect a
in internal control that we identify during our audit.
material misstatement when it exists. Misstatements can arise
from fraud or error and are considered material if, individually or in We also provide those charged with governance with a statement
the aggregate, they could reasonably be expected to influence the that we have complied with relevant ethical requirements regarding

independence, and to communicate with them all relationships separate Report in ‘Annexure A’. Our report expresses
and other matters that may reasonably be thought to bear on our an unmodified opinion on the adequacy and operating
independence, and where applicable, related safeguards. effectiveness of the Company’s internal financial controls
over financial reporting.
From the matters communicated with those charged with
governance, we determine those matters that were of most g) With respect to the other matters to be included in the
significance in the audit of the Standalone Financial Statements Auditor’s Report in accordance with the requirements of
of the current period and are therefore the Key Audit Matters. section 197(16) of the Act, as amended, in our opinion
We describe these matters in our auditor’s report unless law or and to the best of our information and according to the
regulation precludes public disclosure about the matter or when, explanations given to us, the remuneration paid by the
in extremely rare circumstances, we determine that a matter Company to its directors during the year is in accordance
should not be communicated in our report because the adverse with the provisions of section 197 of the Act.
consequences of doing so would reasonably be expected to
h) With respect to the other matters to be included in
outweigh the public interest benefits of such communication.
the Auditor’s Report in accordance with Rule 11 of the
Companies (Audit and Auditors) Rules, 2014, as amended
REPORT ON OTHER LEGAL AND REGULATORY
in our opinion and to the best of our information and
REQUIREMENTS
according to the explanations given to us:
1. As required by Section 143(3) of the Act, based on our audit
i. The Company has disclosed the impact of pending
we report that:
litigations on its financial position in its Standalone
a) We have sought and obtained all the information and Financial Statements.
explanations which to the best of our knowledge and
ii. The Company has made provision, as required under
belief were necessary for the purposes of our audit of the
the applicable law or accounting standards, for
aforesaid Standalone Financial Statements.
material foreseeable losses, if any, on long-term
b) In our opinion, proper books of account as required by law contracts including derivative contracts.
have been kept by the Company so far as it appears from
iii. There were no amounts which were required to be
our examination of those books.
transferred to the Investor Education and Protection
c) The Balance Sheet, the Statement of Profit and Loss Fund by the Company.
including Other Comprehensive Income, the Statement of
2. As required by the Companies (Auditor’s Report) Order, 2016
Changes in Equity and the Statement of Cash Flows dealt
(“the Order”) issued by the Central Government in terms of
with by this Report are in agreement with the relevant
Section 143(11) of the Act, we give in “Annexure B” a statement
books of account.
on the matters specified in paragraphs 3 and 4 of the Order.
d) In our opinion, the aforesaid standalone financial
statements comply with the Ind AS specified under
Section 133 of the Act. For DELOITTE HASKINS & SELLS LLP
e) On the basis of the written representations received from
(Firm’s Registration No. 117366W / W-100018)
the directors as on 31 March 2020 taken on record by the
Board of Directors, none of the Directors is disqualified as
on 31 March 2020 from being appointed as a director in
terms of Section 164(2) of the Act.
Partner
f) With respect to the adequacy of the internal financial (Membership No. 39826)
controls over financial reporting of the Company and the Mumbai, 26 May 2020 (UDIN: 20039826AAAACO7602)
operating effectiveness of such controls, refer to our

ANNEXURE “A” TO THE INDEPENDENT

AUDITOR’S REPORT
(Referred to in paragraph 1(f) under ‘Report on Other Legal and Regulatory Requirements’ section of our report of even date)
REPORT ON THE INTERNAL FINANCIAL CONTROLS OVER MEANING OF INTERNAL FINANCIAL CONTROLS OVER
FINANCIAL REPORTING UNDER CLAUSE (I) OF SUB- FINANCIAL REPORTING
SECTION 3 OF SECTION 143 OF THE COMPANIES ACT,
A company’s internal financial control over financial reporting is a
2013 (‘THE ACT’) OF FIRSTSOURCE SOLUTIONS LIMITED
process designed to provide reasonable assurance regarding the
We have audited the internal financial controls over financial reliability of financial reporting and the preparation of financial
reporting of Firstsource Solutions Limited (‘the Company’) as of 31 statements for external purposes in accordance with generally
March 2020 in conjunction with our audit of the Standalone Financial accepted accounting principles. A company’s internal financial
Statements of the Company for the year ended on that date. control over financial reporting includes those policies and
procedures that (1) pertain to the maintenance of records that,
MANAGEMENT’S RESPONSIBILITY FOR INTERNAL
in reasonable detail, accurately and fairly reflect the transactions
FINANCIAL CONTROLS
and dispositions of the assets of the company; (2) provide
The Company’s Management is responsible for establishing and reasonable assurance that transactions are recorded as necessary
maintaining internal financial controls based on the internal control to permit preparation of financial statements in accordance with
over financial reporting criteria established by the Company generally accepted accounting principles, and that receipts and
considering the essential components of internal control stated expenditures of the company are being made only in accordance
in the Guidance Note on Audit of Internal Financial Controls over with authorisations of management and directors of the company;
Financial Reporting issued by the Institute of Chartered Accountants and (3) provide reasonable assurance regarding prevention or
of India (the ‘Guidance Note’). These responsibilities include the timely detection of unauthorised acquisition, use, or disposition
design, implementation and maintenance of adequate internal of the company’s assets that could have a material effect on the
financial controls that were operating effectively for ensuring the financial statements.
orderly and efficient conduct of its business, including adherence
to respective Company’s policies, the safeguarding of its assets, the INHERENT LIMITATIONS OF INTERNAL FINANCIAL
prevention and detection of frauds and errors, the accuracy and CONTROLS OVER FINANCIAL REPORTING
completeness of the accounting records, and the timely preparation
Because of the inherent limitations of internal financial controls over
of reliable financial information, as required under the Act.
financial reporting, including the possibility of collusion or improper
AUDITOR’S RESPONSIBILITY management override of controls, material misstatements due to
error or fraud may occur and not be detected. Also, projections
Our responsibility is to express an opinion on the internal financial
of any evaluation of the internal financial controls over financial
controls over financial reporting of the Company based on our audit.
reporting to future periods are subject to the risk that the internal
We conducted our audit in accordance with the Guidance Note and financial control over financial reporting may become inadequate
the Standards on Auditing prescribed under Section 143(10) of the because of changes in conditions, or that the degree of compliance
Act to the extent applicable to an audit of internal financial controls. with the policies or procedures may deteriorate.
The Guidance Note and those Standards require that we comply
with ethical requirements and plan and perform the audit to obtain OPINION
reasonable assurance about whether adequate internal financial
In our opinion, to the best of our information and according to the
controls over financial reporting was established and maintained
explanations given to us, the Company has, in all material respects,
and if such controls operated effectively in all material respects.
an adequate internal financial controls system over financial
Our audit involves performing procedures to obtain audit evidence reporting and such internal financial controls over financial
about the adequacy of the internal financial controls system over reporting were operating effectively as at 31 March 2020, based
financial reporting and their operating effectiveness. Our audit on the criteria for internal financial control over financial reporting
of internal financial controls over financial reporting included established by the Company considering the essential components
obtaining an understanding of internal financial controls over of internal control stated in the Guidance Note.
financial reporting, assessing the risk that a material weakness
For DELOITTE HASKINS & SELLS LLP
exists, and testing and evaluating the design and operating
effectiveness of internal control based on the assessed risk. The
(Firm’s Registration No. 117366W / W-100018)
procedures selected depend on the auditor’s judgment, including
the assessment of the risks of material misstatement of the
Standalone Financial Statements, whether due to fraud or error.
We believe that the audit evidence we have obtained is Partner
sufficient and appropriate to provide a basis for our audit (Membership No. 39826)
opinion on the Company’s internal financial controls system over Mumbai, 26 May 2020 (UDIN: 20039826AAAACO7602)
financial reporting.

ANNEXURE “B” TO THE INDEPENDENT

AUDITOR’S REPORT
(Referred to in paragraph 2 under ‘Report on Other Legal and Regulatory Requirements’ section of our report of even date)
REPORT ON COMPANIES (AUDITOR’S REPORT) companies, firms, limited liability partnerships or other parties
ORDER, 2016 (THE ‘ORDER’) ISSUED BY THE CENTRAL covered in the register maintained under Section 189 of the Act.
GOVERNMENT IN TERMS OF SECTION 143(11) OF THE
iv. In our opinion and according to the information and
COMPANIES ACT, 2013 (THE ‘ACT’) OF FIRSTSOURCE
explanations given to us, the Company has complied with the
SOLUTIONS LIMITED (THE ‘COMPANY’)
provisions of Sections 185 and 186 of the Act in respect of grant
i. In respect of the Company’s property, plant and equipment: of loans, making investments and providing guarantees and
securities, as applicable.
(a) The Company has maintained proper records showing full
particulars, including quantitative details and situation of v. The Company has not accepted deposits during the year and
property, plant and equipment. does not have any unclaimed deposits as at 31 March 2020 and
therefore, the provisions of the clause 3 (v) of the Order are not
(b) The fixed assets (i.e. property, plant and equipment) were
applicable to the Company.
physically verified during the year by the Management
in accordance with a regular programme of verification vi. Reporting under clause 3(vi) of the Order is not applicable
which, in our opinion, provides for physical verification of as the Company’s business activities are not covered by the
all the fixed assets at reasonable intervals. According to Companies (Cost Records and Audit) Rules, 2014.
the information and explanations given to us, no material
vii. According to the information and explanations given to us, in
discrepancies were noticed on such verification.
respect of statutory dues:
(c) According to the information and explanations given
(a) The Company has generally been regular in depositing
to us and the records of the Company examined by us,
undisputed statutory dues, including Provident Fund,
the Company does not hold any immovable properties
Employees’ State Insurance, Income Tax, Goods and
and hence reporting under clause 3(i)(c) of the Order is
Service Tax and other material statutory dues applicable
not applicable.
to it with the appropriate authorities. As explained to us,
ii. The Company is in the business of rendering services the Company did not have any dues on account of duty of
and consequently does not hold any physical inventories. customs and duty of excise.
Accordingly, the provision of the clause 3(ii) of the Order is
(b) There were no undisputed amounts payable in respect of
not applicable.
Provident Fund, Employees’ State Insurance, Income Tax,
iii. According to the information and explanations given to us, the Goods and Service Tax and other material statutory dues in
Company has not granted any loans, secured or unsecured, to arrears as at 31 March 2020 for a period of more than six
months from the date they became payable.
(c) Details of dues of Income Tax and Service Tax which have not been deposited as at 31 March 2020 on account of dispute
are given below:
Name of the statute Forum Where the dispute is pending Financial Years to which the amount relates Amount
(` in Million)
Income Tax Assistant Commissioner of Income Tax 2011-12 0.55
Commissioner of Income Tax (Appeals) 2005-06, 2008-09, 2012-13, 2015-16, 2016-17 283.19
Income Tax Appellate Tribunal 2008-09, 2010-11, 2011-12, 2012-13, 2013-14, 2014-15 699.16
Service Tax Demand Notice 2006 to 2012 151.76
There were no dues of Goods and Service Tax, duty of ix. In our opinion and according to the information and
Customs, duty of Excise and Cess which have not been explanations given to us, the term loans taken by the Company
deposited as at 31 March 2020 on account of dispute. have been applied for the purpose for which they were raised.
The Company has not raised moneys by way of initial public
viii. In our opinion and according to the information and explanations
offer or further public offer (including debt instruments).
given to us, the Company has not defaulted in the repayment
of loans or borrowings to banks and financial institutions. The x. To the best of our knowledge and according to the information
Company does not have any loans or borrowings from the and explanations given to us, no fraud by the Company and no
government and has not issued any debentures. material fraud on the Company by its officers or employees has
been noticed or reported during the year.

xi. In our opinion and according to the information and xv. In our opinion and according to the information and
explanations given to us, the Company has paid / provided explanations given to us, during the year the Company has
managerial remuneration in accordance with the requisite not entered into any non-cash transactions with its Directors
approvals mandated by the provisions of section 197 read with or persons connected to its Directors and hence provisions of
Schedule V to the Act. section 192 of the Act are not applicable.
xii. The Company is not a Nidhi Company and hence reporting xvi. The Company is not required to be registered under section
under clause 3(xii) of the Order is not applicable. 45-I of the Reserve Bank of India Act, 1934.
xiii. In our opinion and according to the information and explanations For DELOITTE HASKINS & SELLS LLP
given to us the Company is in compliance with Section 177 and Chartered Accountants
188 of the Act, where applicable, for all transactions with the (Firm’s Registration No. 117366W / W-100018)
related parties and the details of related party transactions
have been disclosed in the Standalone Financial Statements as
required by the applicable accounting standards. SANJIV V. PILGAONKAR
Partner
xiv. During the year, the Company has not made any preferential
allotment or private placement of shares or fully or partly
Mumbai, 26 May 2020 (UDIN: 20039826AAAACO7602)
convertible debentures and hence reporting under clause
3(xiv) of the Order is not applicable to the Company.

Balance Sheet
as at 31 March 2020
ASSETS
Non-current assets
Property, plant and equipment 3 525.77 454.60
Capital work-in-progress - 0.69
Right-of-use assets 4 1,775.61 -
Goodwill 40.14 40.14
Other intangible assets 5 145.37 221.05
Financial assets
Investments 6(i) 11,986.91 11,970.89
Other financial assets 7(i) 655.72 668.04
Other non-current assets 8(i) 270.37 135.96
Deferred tax assets (net) 11 2,479.80 2,292.81
Income tax assets (net) 11 722.23 780.99
Total non-current assets 18,601.92 16,565.17
Current assets
Financial assets
Investments 6(ii) - 1,187.50
Trade receivables 9 3,735.52 4,328.85
Cash and cash equivalents 10 460.93 131.26
Other financial assets 7(ii) 334.54 1,036.53
Other current assets 8(ii) 523.43 468.28
Total current assets 5,054.42 7,152.42
Total assets 23,656.34 23,717.59
EQUITY AND LIABILITIES
Equity
Equity share capital 12 6,938.27 6,910.65
Other equity 13 13,713.91 15,882.37
Total equity 20,652.18 22,793.02
LIABILITIES
Non-current liabilities
Long-term borrowings 14 27.76 34.88
Provisions for employee benefits 16(i) 85.88 67.55
Total non-current liabilities 1,799.50 102.43
Current liabilities
Trade payables 308.55 289.29
Lease liabilities 403.96 -
Other financial liabilities 15 288.65 361.60
Provisions for employee benefits 16(ii) 75.43 59.51
Other current liabilities 17 68.69 50.21
Provision for tax (net) 11 59.38 61.53
Total current liabilities 1,204.66 822.14
Total equity and liabilities 23,656.34 23,717.59
The accompanying notes from 1 to 33 are an integral part of these financial statements.

Statement of Profit and Loss

INCOME
Revenue from operations 18 9,399.10 7,681.06
Other income, net 19 308.02 619.23
Total income 9,707.12 8,300.29
EXPENSES
Employee benefits expenses 20 4,808.59 3,833.33
Finance costs 21 156.77 15.45
Depreciation and amortization expense 3,4, 5 705.84 243.19
Other expenses 22 1,916.00 1,979.59
Total expenses 7,587.20 6,071.56
Profit before tax 2,119.92 2,228.73
Tax expenses
Current tax 11 302.22 168.94
Deferred tax 11 (2.45) 69.58
Profit for the year 1,820.15 1,990.21
Other comprehensive income
Items that will not be reclassified subsequently to the statement of profit and loss
Remeasurement of the net defined benefit liability/asset (15.64) (21.52)
Items that will be reclassified subsequently to the statement of profit and loss
Net changes in fair value on derivatives designated as cash flow hedges (61.00) 585.85
Deferred tax on items that will be reclassified to statement of profit and loss 22.02 (87.69)
Exchange difference on translation of foreign operations 14.10 36.45
Total other comprehensive income, net of taxes (40.52) 513.09
Total comprehensive income for the year 1,779.63 2,503.30
Weighted average number of equity shares outstanding during the year
Basic 28 692,858,333 689,710,908
Diluted 28 694,943,616 693,100,125
Earnings per equity share
Basic 28 2.63 2.89
Diluted 28 2.62 2.87
The accompanying notes from 1 to 33 are an integral part of these financial statements.

Statement of Changes in Equity

Items of other
Reserve and surplus
Exchange
Share
Equity Special differences
application Effective
share Economic Employee on Total
money portion
capital Treasury Amalgamation Zone Securities Other Retained stock translating
pending of cash
shares deficit reserve re- premium reserves earnings option the financial
allotment flow
investment reserve statements
hedges
reserve of a foreign
operation
Balance as at 1 April 2019 6,910.65 0.30 - (1,136.72) - 2,073.92 30.68 14,170.47 122.39 437.38 183.95 22,793.02
Other comprehensive income for the year (Net of tax) - - - - - - - (15.64) - (38.98) 14.10 (40.52)
Transition impact on adoption of Ind AS 116 - - - - - - - (174.80) - - - (174.80)
Profit for the year - - - - - - - 1,820.15 - - - 1,820.15
Dividend (including tax on dividend) - - - - - - - (3,762.03) - - - (3,762.03)
Share based payments - - - - - - - - 29.03 - - 29.03
Issue of equity shares on exercise of options 27.62 (0.30) - - - 73.70 - - (24.34) - - 76.68
Treasury shares - - (89.35) - - - - - - - - (89.35)
Transfer to Special Economic Zone re-investment reserve - - - - 158.78 - - (158.78) - - - -
Transfer to retained earning for options forfeited - - - - - - - 7.12 (7.12) - - -
Balance at the end of the 31 March 2020 6,938.27 - (89.35) (1,136.72) 158.78 2,147.62 30.68 11,886.49 119.96 398.40 198.05 20,652.18
Company Overview
Statutory Reports

Statement of Changes in Equity

Items of other
Reserve and surplus

Exchange
Share
Equity share Special differences
application
Economic Employee Effective on Total
capital money
Amalgamation Zone Securities Other Retained stock portion of translating
pending
deficit reserve re- premium reserves earnings option cash flow the financial
allotment
investment reserve hedges statements
reserve of a foreign
operation
Balance as at 1 April 2018 6,865.23 - (1,136.72) - 1,931.39 30.68 13,447.81 120.40 (60.78) 147.50 21,345.51
Other comprehensive income for the year (Net of tax) - - - - - - (21.52) - 498.16 36.45 513.09
Profit for the year - - - - - - 1,990.21 - - - 1,990.21
Dividend (including tax on dividend) - - - - - - (1,247.73) - - - (1,247.73)
Share based payments - - - - - - - 49.59 - - 49.59
Issue of equity shares on exercise of options 45.42 0.30 - - 142.53 - - (45.90) - - 142.35
Transfer to Special Economic Zone re-investment reserve - - - - - - - - - - -
Transfer to retained earning for options forfeited - - - - - - 1.70 (1.70) - - -
Balance at the end of the 31 March 2019 6,910.65 0.30 (1,136.72) - 2,073.92 30.68 14,170.47 122.39 437.38 183.95 22,793.02
Statement of cash flows

31 March 2020 31 March 2019

Net Profit before taxation 2,119.92 2,228.73
Adjustments for
Depreciation and amortisation 705.84 243.19
Provision for doubtful debts / written off, net 21.75 0.05
(Gain)/ Loss on sale of fixed assets, net (1.08) 3.80
Foreign exchange (gain)/ loss, net unrealised (172.88) 309.88
Finance costs 156.77 15.45
Provision for impairment of investment in subsidiary - 10.62
Interest income (11.96) (26.33)
Profit on sale / redemption of investments (57.81) (35.41)
Gain on sale of subsidiary - (286.03)
Operating cash flow before changes in working capital 2,774.06 2,491.41
Changes in working capital
Decrease in trade receivables 773.31 1,042.41
Decrease / (increase) in loans and advances and other assets 586.64 (752.88)
Increase / (decrease) in liabilities and provisions 70.48 (118.27)
Net changes in working capital 1,430.43 171.26
Income taxes paid (328.02) (445.20)
Net cash generated from operating activities (A) 3,876.47 2,217.47
Cash flow from investing activities
Purchase of current investments (19,186.60) (14,082.50)
Proceeds from sale of current investments 20,431.91 13,120.40
Proceeds from sale of investment in FSL Ireland - 303.39
Proceeds from buyback by FDS - 17.41
Proceeds from redemption of debentures 2.00 -
Interest income received 11.99 4.37
Purchase of property plant and equipment (328.86) (425.78)
Proceeds from sale of property plant and equipment 1.88 5.39
Earmarked funds placed with banks (15.26) (5.41)
Capital advances given against land and others (144.68) -
Net cash generated from / (used in) investing activities (B) 772.38 (1,062.73)
Cash flow from financing activities
Repayment of long term borrowings (47.13) (52.38)
Proceeds from issuance of equity shares and share application money 76.68 142.35
Interest paid (157.17) (15.76)
Purchase of treasury shares (89.35) -
Repayment of lease liabilities (350.92) -
Dividend paid (3,762.03) (1,247.73)
Net cash used in financing activities (C) (4,329.92) (1,173.52)
Net increase / (decrease) in cash and cash equivalents at the end of the year (A+B+C) 318.93 (18.78)
Cash and cash equivalents at the beginning of the year 131.26 143.62
Foreign exchange (gain)/loss on translating Cash and cash equivalents (4.52) 1.01
Earmarked Balances with Banks 15.26 5.41
Cash and cash equivalents at the end of the year 460.93 131.26

Statement of cash flows

Notes to the cash flow statement
Cash and cash equivalents consist of cash on hand and balances with bank. Cash and cash equivalents included in the cash flow statement
comprise the following balance sheet amounts:
31 March 2020 31 March 2019

Cash on hand - 0.09
Balances with banks
- in current accounts 195.67 125.76
460.93 131.26
Cash and cash equivalents 460.93 131.26
Foreign exchange
Long Term Borrowings 110.10 - (47.13) - 62.97
Total Liabilities from financing activities 110.10 - (47.13) - 62.97
Foreign exchange
Long Term Borrowings 162.48 - (52.38) - 110.10
Total Liabilities from financing activities 162.48 - (52.38) - 110.10

Notes to the Financial Statements

1 COMPANY OVERVIEW
Firstsource Solutions Limited (‘the Company’) was incorporated on 6 December 2001. The Company is engaged in the business of
providing customer management services like contact center, transaction processing and debt collection services including revenue
cycle management in the healthcare industry.
The Company is a public limited company incorporated and domiciled in India having registered office at Mumbai, Maharashtra, India.
The Company is listed on the Bombay Stock Exchange and National Stock Exchange in India.
The Company’s financial statements are approved for issue by the Board of Directors on 26 May 2020.
Basis of Preparation
These financial statements are prepared in accordance with Indian Accounting Standards, under the historical cost convention on the
accrual basis except for certain financial instruments which are measured at fair values, the provisions of the Companies Act, 2013
(‘the Act’) (to the extent notified) and guidelines issued by the Securities and Exchange Board of India (SEBI). The Ind AS are prescribed
under Section 133 of the Act read with Rule 3 of the Companies (Indian Accounting Standards) Rules, 2015 and relevant amendment
rules issued thereunder.
The list of entities with percentage holding is as below:
Entities Country of incorporation and other particulars Percentage Year of

of holding by consolidation
voting rights
Firstsource Solutions UK Limited (FSL UK) A subsidiary of Firstsource Solutions Limited, incorporated under 100% 2002-2003
the laws of United Kingdom.
Firstsource Solutions S.A. (FSL-Arg) A subsidiary of Firstsource Solutions UK Limited, incorporated 99.98% 2006-2007
under the laws of Argentina.
Firstsource BPO Ireland Limited (FSL Ireland) A subsidiary of Firstsource Solutions UK Limited, incorporated 100% 2011-2012
under the laws of Ireland.
Firstsource Dialog Solutions (Private) Limited (FDS) A subsidiary of Firstsource Solutions Limited, incorporated under 74% 2011-2012
the laws of Sri Lanka.
Firstsource Process Management Services Limited A subsidiary of Firstsource Solutions Limited, incorporated under 100% 2010-2011
(FPMSL) the laws of India.
Firstsource Group USA, Inc. (FG US) A subsidiary of Firstsource Solutions Limited, incorporated in the 100% 2009-2010
State of Delaware, USA.
Firstsource Business Process Services, LLC (FBPS) A subsidiary of FG US, incorporated in the State of Delaware, 100% 2009-2010
USA.
Firstsource Advantage LLC (FAL) A subsidiary of FBPS, incorporated under the laws of the State of 100% 2004-2005
New York, USA.
One Advantage LLC (OAL) A subsidiary of FBPS, incorporated in the state of Delaware, USA. 100% 2014-2015
Medassist Holding LLC (MedAssist) A subsidiary of FG US, incorporated under the laws of the State 100% 2014-2015
of Delaware, USA.
Firstsource Solutions USA LLC A subsidiary of MedAssist, incorporated in the State of Delaware, 100% 2009-2010
USA.
Firstsource Transaction Services LLC (FTS) A subsidiary of Firstsource Solutions USA LLC, incorporated under 100% 2011-2012
the laws of the State of Delaware, USA.
Sourcepoint, Inc(formerly known as ISGN Solutions, Inc.) A subsidiary of FG US, incorporated in the State of Delaware, 100% 2016-2017
USA.
Sourcepoint Fulfillment Services, Inc.(Sourcepoint FFS) A subsidiary of Sourcepoint, Inc 100% 2016-2017
(formerly known as ISGN Fulfillment Services, Inc.)
ISGN Fulfillment Agency, LLC A subsidiary of Sourcepoint Fulfillment Services, Inc. 100% 2016-2017
(ISGN FA) (Ceased on 24 June 2019)
Firstsource Employee Benefit Trust A trust of Firstsource Solutions Limited, incorporated under the 100% 2019-2020
laws of India.
Nanobi Data and Analytics Private Limited (Nanobi) Associate of the Company. 21.79% 2016-2017


2 SIGNIFICANT ACCOUNTING POLICIES d Leases

The Company evaluates if an arrangement qualifies to be a
2.1 Statement of compliance
lease as per the requirements of Ind AS 116 and identification
The financial statements (herein referred as ‘financial
of lease requires significant judgement. Ind AS 116 additionally
statements’) of Firstsource Solutions Limited (‘the Company’)
requires lessees to determine the lease term as the non-
are prepared in accordance with Ind AS as per the provisions of
cancellable period of lease adjusted with any option to extend
the Act (to the extent notified). The Ind AS are prescribed under or terminate the lease, if the use of such option is reasonably
Section 133 of the Act read with Rule 3 of the Companies (Indian certain. The Company makes an assessment on the expected
Accounting Standards) Rules, 2015 and relevant amendment lease term on a lease-by-lease basis and thereby assesses
rules issued thereunder. whether it is reasonably certain that any options to extend or
2.2 Use of estimates terminate the contract will be exercised. In evaluating the lease
The preparation of the financial statements in conformity term, the Company considers factors such as any significant
with Ind AS requires management to make estimates and leasehold improvements undertaken over the lease term, costs
assumptions that affect the reported amount of assets and relating to the termination of the lease and the importance of
liabilities and disclosure of contingent liabilities on the date of the underlying asset to the Company’s operations taking into
the financial statements and the reported amount of income account the location of the underlying asset and the availability
and expenses for the period. Management believes that the of suitable alternatives. The lease term in the future periods
estimates made in the preparation of financial statements are is reassessed to ensure the lease term reflects the current
prudent and reasonable. Actual results could differ from those economic circumstances.
estimates. Any revisions to accounting estimates are recognised e Impairment of goodwill
prospectively in current and future periods. Application of Goodwill is tested for impairment at each reporting period and
accounting policies that require critical accounting estimates whenever there is an indication that the recoverable amount
involving complex and subjective judgments and the use of a cash generating unit is less than its carrying amount
of assumptions in these financial statements have been based on a number of factors including operating results,
disclosed in Note 2.2.1. business plans, future cash flows and economic conditions. The
recoverable amount of cash generating units is determined
2.2.1 Critical accounting estimates
based on higher of value-in-use and fair value less cost to sell.
a Income taxes
The goodwill impairment test is performed at the level of the
The Company’s major tax jurisdiction is India. Significant
cash-generating unit or groups of cash generating units which
judgments are involved in determining the provision for income
are benefitting from the synergies of the acquisition and which
taxes, including amount expected to be paid / recovered for
represents the lowest level at which goodwill is monitored for
uncertain tax positions. Also refer to Note 2.9. internal management purposes.
b Business combinations and intangible assets Key assumptions on which management has based its
Business combinations are accounted for using Ind AS 103, determination of recoverable amount include estimated
Business Combinations. Ind AS 103 requires the identifiable long term growth rates, weighted average cost of capital and
intangible assets and contingent consideration to be fair estimated operating margins. Cash flow projections take into
valued at the date of acquisition in order to ascertain the account past experience.
net fair value of identifiable assets, liabilities and contingent
liabilities of the acquiree. Significant estimates are required to 2.3 Revenue recognition
be made in determining the value of contingent consideration Effective 1 April 2018, the Company has applied Ind AS 115
and intangible assets. These valuations are conducted by ‘Revenue from contracts with customers’ which establishes
independent valuation experts. a comprehensive framework for determining whether, how
much and when revenue is to be recognised. The adoption of
c Property, plant and equipment the standard did not have any material impact to the financial
The charge in respect of periodic depreciation is derived after statements of the Company.
determining an estimate of an asset’s expected useful life and
the expected residual value at the end of its life. The useful lives The Company, in its contracts with customers, promises
and residual values of the Company’s assets are determined to transfer distinct services rendered either in the form of
customer management, healthcare (transaction processing
by management at the time the asset is acquired, and are
and revenue cycle management) or collection.
reviewed periodically, including at each financial year end. The
lives are based on historical experience with similar assets as Each distinct service, results in a simultaneous benefit to the
well as anticipation of future events, which may impact their corresponding customer. Also, the Company has an enforeable
life, such as changes in technology. right to payment from the customer for the performance


completed to date. Revenue from unit price based contracts is Furniture and fixtures* 2–5
measured by multiplying the units of output delivered with the Office equipment* 2–5
agreed transaction price per unit while in the case of time and Vehicles 2–5
material based contracts, revenue is the product of the efforts * For these class of assets, based on internal assessment and
expended and the agreed transaction price per unit.
The Company continually reassesses the estimated discounts, the period over which management expects to use these assets. Hence
rebates, price concessions, refunds, credits, incentives, the useful lives for these assets is different from the useful lives as
performance bonuses, etc. (variable consideration) against prescribed under Part C of Schedule II to the Act.
each performance obligation each reporting period and Depreciation methods, useful lives and residual values are
recognises changes to estimated variable consideration as reviewed periodically at the end of each financial year.
changes to the transaction price (i.e. revenue) of the applicable
performance obligation. Borrowing costs are interest and other costs (including
Dividend income is recognised when the right to receive exchange differences arising from foreign currency borrowings
dividend is established. to the extent that they are regarded as an adjustment to
interest costs) incurred by the Company in connection with
For all instruments measured either at amortised cost or at fair the borrowing of funds. Borrowing costs directly attributable
value through other comprehensive income, interest income is to acquisition or construction of those property, plant and
recorded using the effective interest rate (EIR). EIR is the rate equipment which necessarily take a substantial period of
that exactly discounts the estimated future cash payments time to get ready for their intended use are capitalised. Other
or receipts over the expected life of the financial instrument borrowing costs are recognised as an expense in the period in
or a shorter period, where appropriate, to the gross carrying which they are incurred.
amount of the financial asset or to the amortised cost of a
financial liability. When calculating the effective interest rate, 2.6 Other intangible assets
the Company estimates the expected cash flows by considering Intangible assets are stated at cost less accumulated
all the contractual terms of the financial instrument but does amortization and impairment. Intangible assets are amortized
not consider the expected credit losses. over their respective individual estimated useful lives on a
2.4 Goodwill straight-line basis, from the date that they are available for
Goodwill represents the cost of business acquisition in excess use. The estimated useful life of an identifiable intangible
of the Company’s interest in the net fair value of identifiable asset is based on a number of factors including the effects
assets, liabilities and contingent liabilities of the acquiree. of obsolescence, demand, competition, and other economic
When the net fair value of the identifiable assets, liabilities factors (such as the stability of the industry, and known
and contingent liabilities acquired exceeds the cost of technological advances), and the level of maintenance
business acquisition, a gain is recognised immediately in Other expenditures required to obtain the expected future cash flows
Comprehensive Income. Goodwill is measured at cost less from the asset. Amortization methods and useful lives are
accumulated impairment losses. reviewed periodically including at each financial year end.
2.5 Property, plant and equipment Asset category Useful life (in years)
Property, plant and equipment are stated at cost less
accumulated depreciation and impairment, if any. Cost Goodwill on acquired assets 5 years or estimated useful
includes freight, duties, taxes and incidental expenses related life, whichever is shorter
to acquisition and installation of the property, plant and Domain name 3
equipment. Depreciation on property, plant and equipment is Software* 2–4
provided pro-rata to the period of use based on management’s * For these class of assets, based on internal assessment and
best estimate of useful lives of the assets as summarized below: independent technical evaluation carried out by external valuers, the
Asset category Useful life (in years) the period over which management expects to use these assets. Hence
the useful lives for these assets is different from the useful lives as
Tangible assets prescribed under Part C of Schedule II to the Act.
Leasehold improvements Lease term or 5 years, Software purchased is capitalised together with the related
whichever is shorter hardware and amortised over the best estimate of useful life
Computers* 2–4
from the date the asset is available for use. Software product
Service equipment* 2–5
development costs are expensed as incurred during the


research phase until technological feasibility is established. and its value-in-use. Value-in use is the present value of future
Software development costs incurred subsequent to the cash flows expected to be derived from the CGU.
achievement of technological feasibility are capitalised and
amortised over the estimated useful life of the products Total impairment loss of a CGU is allocated first to reduce the
as determined by the management. This capitalisation is carrying amount of goodwill allocated to the CGU and then
done only if there is an intention and ability to complete the to the other assets of the CGU pro-rata on the basis of the
product, the product is likely to generate future economic carrying amount of each asset in the CGU. An impairment loss
benefits, adequate resources to complete the product are on goodwill is recognised in the statement of profit and loss
available and such expenses can be accurately measured. Such and is not reversed in the subsequent period.
software development costs comprise expenditure that can be
directly attributed, or allocated on a reasonable and consistent ii Intangible assets and property, plant and equipment
basis, to the development of the product. The amortisation Intangible assets and property, plant and equipment are
of software development costs is allocated on a systematic evaluated for recoverability whenever events or changes in
basis over the best estimate of its useful life after the product circumstances indicate that their carrying amounts may not
is ready for use. The factors considered for identifying the be recoverable. For the purpose of impairment testing, the
basis include obsolescence, product life cycle and actions recoverable amount (i.e. the higher of the fair value less cost to
of competitors. sell and the value-in-use) is determined on an individual asset
basis unless the asset does not generate cash flows that are
The amortisation period and the amortisation method are largely independent of those from other assets. In such cases,
reviewed at the end of each reporting period. If the expected the recoverable amount is determined for the CGU to which
useful life of the product is shorter from previous estimates, the asset belongs.
the amortisation period is changed accordingly.
If such assets are considered to be impaired, the impairment to
be recognised in the statement of profit and loss is measured
2.7 Impairment
by the amount by which the carrying value of the assets
a. Financial assets
exceeds the estimated recoverable amount of the asset. An
The Company recognizes loss allowances using the expected
impairment loss is reversed in the statement of profit and loss
credit loss (ECL) model for the financial assets which are
if there has been a change in the estimates used to determine
not fair valued through profit and loss. Loss allowance for
the recoverable amount. The carrying amount of the asset is
trade receivables with no significant financing component
increased to its revised recoverable amount, provided that
is measured at an amount equal to lifetime ECL. For all other
this amount does not exceed the carrying amount that would
financial assets, expected credit losses are measured at an
have been determined (net of any accumulated amortization or
amount equal to the 12 month expected credit losses or at depreciation) had no impairment loss been recognized for the
an amount equal to the life time expected credit losses if the asset in prior years.
credit risk on the financial asset has increased significantly
since initial recognition. 2.8 Employee benefits
a) Post employment benefits
b. Non-financial assets Gratuity
i Goodwill The Gratuity scheme is a defined benefit plan. The Company’s
Goodwill is tested for impairment on an annual basis and net obligation in respect of the gratuity benefit scheme is
whenever there is an indication that goodwill may be calculated by estimating the amount of future benefit that
impaired, relying on a number of factors including operating employees have earned in return for their service in the current
results, business plans and future cash flows. For the purpose and prior periods; that benefit is discounted to determine its
of impairment testing, goodwill acquired in a business present value, and the fair value of any plan assets is deducted.
combination is allocated to the Company’s cash generating The present value of the obligation under such defined
units (‘CGU’) or groups of CGU’s expected to benefit from the benefit plan is determined based on actuarial valuation by an
synergies arising from the business combination. A CGU is independent actuary using the Projected Unit Credit Method,
the smallest identifiable group of assets that generates cash which recognises each period of service as giving rise to
inflows that are largely independent of the cash inflows from additional unit of employee benefit entitlement and measures
other assets or group of assets. Impairment occurs when the each unit separately to build up the final obligation.
carrying amount of a CGU including the goodwill, exceeds the
estimated recoverable amount of the CGU. The recoverable The obligation is measured at the present value of the estimated
amount of a CGU is the higher of its fair value less cost to sell future cash flows. The discount rates used for determining the


present value of the obligation under defined benefit plan received in exchange for the granting of the options and the
are based on the market yields on Government securities as discount on the shares granted are recognised as an expense,
at the balance sheet date. The Company recognises the net together with a corresponding increase in equity, over the
obligation of a defined benefit plan in its balance sheet as an period in which the performance and / or service conditions are
asset or liability. Gains or losses through re-measurement of fulfilled, ending on the date on which the relevant employees
the net defined benefit liability / (asset) are recognised in other become fully entitled to the award (i.e. the vesting date).
comprehensive income and other components are recognise Non-market vesting conditions are included in assumptions
in statement of profit and loss. The actual return of portfolio about the number of options that are expected to become
of plan assets in excess of yields computed by applying the exercisable. On each balance sheet date, the Group revises
discount rate used to measure the defined benefit obligation its estimates of the number of options that are expected to
are recognised in other comprehensive income. The effects become exercisable. The impact of the revision of original
of any plan amendments are recognised in statement of estimates, if any, is recognised immediately in the Statement
profit and loss. of Profit and Loss, with a corresponding adjustment to equity.
Defined contribution plans 2.9 Income taxes

In accordance with Indian regulations, all employees receive Income tax expense comprises current tax expense and the net
benefits from a Government administered provident fund change in the deferred tax asset or liability during the period.
scheme. This is a defined contribution retirement plan in Current tax and deferred tax are recognised in the statement
which both, the Company and the employee contribute at of profit and loss, except when they relate to items that are
a determined rate. Monthly contributions payable to the recognised in other comprehensive income or directly in
provident fund are charged to the statement of profit and equity, in which case, the current and deferred tax are also
loss as incurred. recognised in other comprehensive income or directly in
equity, respectively.
b) Short-term employee benefits
Short-term employee benefit obligations are measured on an Current income taxes
undiscounted basis and are expensed as the related service is The current income tax expense includes income taxes payable
provided. A liability is recognised for the amount expected to by the Company and its overseas branch. The current tax
be paid e.g., under short-term cash bonus, if the Company has payable is after taking credit for tax relief available for export
a present legal or constructive obligation to pay this amount operations in Special Economic Zones (SEZs).
as a result of past service provided by the employee, and the
amount of obligation can be estimated reliably. Advance taxes and provisions for current income taxes are
presented in the balance sheet after off-setting advance
c) Other long-term employee benefits tax paid and income tax provision arising in the same tax
Compensated absences jurisdiction and where the relevant tax paying units intend to
Provision for compensated absences cost is made based on settle the asset and liability on a net basis.
actuarial valuation by an independent actuary.
Deferred income taxes
Where employees of the Company are entitled to compensated Deferred income tax is recognised using the balance sheet
absences, the employees can carry-forward a portion of the approach. Deferred income tax assets and liabilities are
unutilised accrued compensated absence and utilise it in recognised for deductible and taxable temporary differences
future periods or receive cash compensation at termination of arising between the tax base of assets and liabilities and their
employment for the unutilised accrued compensated absence. carrying amount, except when the deferred income tax arises
The Company records an obligation for compensated absences from the initial recognition of goodwill or an asset or liability
in the period in which the employee renders the services that in a transaction that is not a business combination and affects
increases this entitlement. neither accounting nor taxable profit or loss at the time of
the transaction.
The Company measures the expected cost of compensated
absences as the additional amount that the Company expects to Deferred income tax assets are recognised to the extent that
pay as a result of the unused entitlement that has accumulated it is probable that taxable profit will be available against which
at the balance sheet date. the deductible temporary differences and the carry forward of
unused tax credits and unused tax losses can be recognised.
d) Share-based compensation
The Company operates equity-settled, share-based The carrying amount of deferred income tax assets is reviewed
compensation plans. The fair value of the employee services at each reporting date and reduced to the extent that it is no


longer probable that sufficient taxable profit will be available (‘Ind AS 116’), notified by the Ministry of Corporate Affairs,
to allow all or part of the deferred income tax asset to be which replaces the existing lease standard Indian Accounting
recognised. Deferred income tax liabilities are recognised Standard 17 on Leases (‘Ind AS 17’). The Company has applied
for all taxable temporary differences except in respect of the standard to all lease contracts existing on 1 April 2019
taxable temporary differences associated with investments in retrospectively with the cumulative effect of initially applying
subsidiaries where the timing of the reversal of the temporary the standard recognised as an adjustment to Retained Earnings
difference can be controlled and it is probable that the at the date of initial application. On transition for operating
temporary difference will not reverse in the foreseeable future. leases, the Company recognised a lease liability of ` 1,910.21
Million measured at the present value of the remaining lease
The carrying amount of deferred income tax assets is reviewed payments and a Right-of-use asset of ` 1,655.66 Million at
at each reporting date and reduced to the extent that it its carrying value, as if the standard had been applied since
is no longer probable that sufficient taxable profit will be commencement of respective lease, discounted using the
available to allow all or part of the deferred income tax asset incremental borrowing rate as at 1 April 2019 (India: 7 %). The
to be recognised. cumulative effect on transition adjusted in retained earnings is
` 174.80 Million (net of deferred tax of ` 79.75 Million). The
Deferred tax assets and liabilities are measured using Company has elected certain practical expedients on initial
substantively enacted tax rates expected to apply to taxable transition: (a) to apply Ind AS 116 to contracts that were
income in the years in which the temporary differences are previously identified as leases under Ind AS 17 on the date
expected to be settled. of initial application without any reassessment; (b) apply a
single discount rate to a portfolio of leases with reasonably
For operations carried out in SEZs, deferred tax assets or similar characteristics and in similar environment; (c) relied
liabilities, if any, have been established for the tax consequences on its assessment whether leases are onerous applying Indian
of those temporary differences between the carrying values of Accounting Standard 37 Provisions, Contingent Liabilities and
assets and liabilities and their respective tax bases that reverse Contingent Assets (Ind AS 37) immediately before the date of
after the tax holiday ends. initial application as an alternate to performing an impairment
review; (d) excluded initial direct costs from measurement of
Deferred tax assets and liabilities are offset when they relate right-of-use asset at the date of initial application (e) elected
to income taxes levied by the same taxation authority and not to apply the requirements of the standard to leases for
the relevant entity intends to settle its current tax assets and which the lease term end within twelve months of the date of
liabilities on a net basis. initial application and accounted for those as short term leases
(f) used hindsight in determining the lease term if the contract
Deferred tax assets include Minimum Alternative Tax (MAT) contains options to extend or terminate the lease.
paid in accordance with the tax laws in India, which is likely
to give future economic benefits in the form of availability of The Company has accordingly modified its accounting policy on
set-off against future income tax liability. Accordingly, MAT is Leases as follows:
recognised as deferred tax asset in the balance sheet when the
asset can be measured reliably and it is probable that the future The Company enters into contract as a lessee for assets taken
economic benefit associated with the asset will be recognised. on lease. The Company at the inception of a contract assesses
whether the contract contains a lease by conveying the right
Tax benefits acquired as part of business combination, but not to control the use of an identified asset for a period of time in
satisfying the criteria for separate recognition at that date, exchange for consideration. A Right-of-use asset is recognised
are recognised subsequently if new information about facts representing its Right-of-use the underlying asset for the lease
and circumstances change. Acquired deferred tax benefits term at the lease commencement date except in case of short
recognised within the measurement period reduce goodwill term leases with a term of twelve months or less and low value
related to that acquisition if they result from new information leases which are accounted as an operating expense on a
obtained about facts and circumstances existing at the straight line basis over the lease term. The cost of the right-of-
acquisition date. All other acquired tax benefits realised are use asset measured at inception shall comprise of the amount
recognised in the statement of profit and loss. of the initial measurement of the lease liability adjusted for
any lease payments made at or before the commencement
2.10 Leases date less any lease incentives received, plus any initial direct
Transition: costs incurred. Whenever the Company incurs an obligation
Effective 1 April 2019 (date of initial application), the Company for costs to dismantle and remove a leased asset, restore the
has adopted the Indian Accounting Standard 116 on Leases site on which it is located or restore the underlying asset to the


conditions required by the terms and conditions of the lease, and measured at fair value are translated at the exchange rate
a provision for costs are included in the related Right-of-use prevalent at the date when the fair value was determined. Non-
asset. The Right-of-use assets is subsequently measured at cost monetary assets and non-monetary liabilities denominated in a
less any accumulated depreciation, accumulated impairment foreign currency and measured at historical cost are translated
losses, if any and adjusted for any remeasurement of the at the exchange rate prevalent at the date of transaction.
lease liability. The Right-of-use assets is depreciated using the
straight-line method from the commencement date over the Gains or losses realized upon settlement of foreign currency
shorter of lease term or useful life of right-of-use asset. Right- transactions are included in determining net profit for the
of-use assets are tested for impairment whenever there is any period in which the transaction is settled. Revenue, expense
indication that their carrying amounts may not be recoverable. and cash flow items denominated in foreign currencies are
Impairment loss, if any, is recognised in the statement of translated into the relevant functional currencies using the
profit and loss. exchange rate in effect on the date of the transaction.
The Company measures the lease liability at the present value Gains or losses on Revenue from operations including gains
of the lease payments that are not paid at the commencement or losses on derivative transactions are accounted in other
date of the lease. The lease payments are discounted using operating income and gains or losses other than on Revenue
the interest rate implicit in the lease and if that rate cannot from operations are accounted in Other Income.
be readily determined the Company uses the incremental
borrowing rate in the country of domicile of the leases. The The translation of financial statements of the foreign branch
lease payments shall include fixed payments, variable lease to the presentation currency is performed for assets and
payments, where the Company is reasonably certain to liabilities using the exchange rate in effect at the balance sheet
exercise that option and payments of penalties for terminating date and for revenue, expense and cash flow items using the
the lease, if the lease term reflects the lessee exercising an average exchange rate for the respective periods. The gains or
option to terminate the lease. Obligation under finance lease losses resulting from such translation are included in currency
are secured by way of hypothecation of underlying fixed assets translation reserves under other components of equity.
taken on lease. Lease payments have been disclosed under
cash flow from financing activities. 2.12 Earnings per equity share
The basic earnings per equity share is computed by dividing
Certain lease arrangements includes the option to extend or the net profit or loss for the period attributable to the equity
terminate the lease before the end of the lease term. Right- shareholders by the weighted average number of equity
of-use assets and lease liabilities includes these options when shares outstanding during the reporting period. The number
it is reasonably certain that they will be exercised. The lease of shares used in computing diluted earnings per share
liabilities are remeasured with a corresponding adjustment comprises the weighted average number of shares considered
to the related Right-of-use asset if the Company changes for deriving basic earnings per share, and also the weighted
its assessment whether it will exercise an extension or a average number of equity shares which may be issued on the
termination option. conversion of all dilutive potential shares, unless the results
would be anti-dilutive.
2.11 Foreign currency
Functional currency and peresentation currency 2.13 Provisions and contingencies
The financial statements of the Company are presented in the The Company creates a provision when there is present
Indian Rupee (‘`’) which is also the functional currency of the obligation as a result of a past event that probably requires
Company (excluding its foreign branch) whereas the functional an outflow of resources and a reliable estimate can be made
currency of the foreign branch is the currency of their country of the amount of the obligation. A disclosure for a contingent
of domicile.. The numbers are rounded off to Millions: one liability is made when there is a possible obligation or a
Million equals to ten lakhs. present obligation that may, but probably will not, require
an outflow of resources. When there is a possible obligation
Transactions and translations or a present obligation in respect of which the likelihood of
Foreign currency denominated monetary assets and liabilities outflow of resources is remote, no provision or disclosure is
are translated into the relevant functional currency at exchange made. Provisions are reviewed at each balance sheet date and
rates in effect at the balance sheet date. The gains or losses adjusted to reflect the current best estimate. If it is no longer
resulting from such translations are included in net profit in probable that an outflow of resources would be required to
the statement of profit and loss. Non-monetary assets and settle the obligation, the provision is reversed. Provisions are
non-monetary liabilities denominated in a foreign currency determined by discounting the expected future cash flows at a


pre tax rate that reflects the current market assessment of the iv) Financial assets at fair value through profit and loss (‘FVTPL’)
time value of money and risk specific to the liability. Financial assets are measured at fair value through profit and
loss unless it is measured at amortised cost or at fair value
Contingent assets are not recognised in the financial statements. through other comprehensive income on initial recognition.
However, contingent assets are assessed continually and if it is The transaction costs directly attributable to the acquisition of
virtually certain that an economic benefit will arise, the asset financial assets and liabilities at fair value through profit and
and related income are recognised in the period in which loss are immediately recognised in statement of profit and loss.
the change occurs.
v) Financial liabilities
2.14 Financial instruments Financial liabilities are measured at amortised cost using
2.14.1 Initial recognition the effective interest method. For trade and other payables
Financial assets and liabilities are recognised when the maturing within one year from the balance sheet date, the
Company becomes a party to the contractual provisions of the carrying amount approximate fair value to short-term maturity
instrument. Financial assets and liabilities are initially measured of these instruments.
at fair value. Transaction costs that are directly attributable
to the acquisition or issue of financial assets and financial vi) Equity instruments
liabilities (other than financial assets and financial liabilities at An equity instrument is a contract that evidences residual
fair value through profit or loss) are added to or deducted from interest in the assets of the Company after deducting all of
the fair value measured on initial recognition of financial asset its liabilities.
or financial liability.
Equity instruments are recognised by the Company at the
2.14.2 Classification and subsequent measurement proceeds received net of direct issue cost.
a) Non-derivative financial instruments
b) Derivative financial instruments
i) Cash and cash equivalents
Cash flow hedge
The Company considers all highly liquid financial instruments,
The Company designates certain foreign exchange forward,
which are readily convertible into known amounts of cash that
option and future contracts as hedge instruments in respect
are subject to an insignificant risk of change in value and having
of foreign exchange risks. These hedges are accounted for as
original maturities of three months or less from the date of
cash flow hedges.
purchase, to be cash equivalents. Cash and cash equivalents
consist of balances with banks which are unrestricted for
The Company uses hedging instruments that are governed
withdrawal and usage. by policies, which are approved by the Board of Directors,
which provide written principles on the use of such financial
ii) Financial assets at amortised cost derivatives consistent with the risk management strategy
Financial assets are subsequently measured at amortised of the Company. The hedge instruments are designated
cost if these financial assets are held within a business whose and documented as hedges at the inception of the contract.
objective is to hold these assets in order to collect contractual The effectiveness of hedge instruments to reduce the risk
cash flows and the contractual terms of the financial asset give associated with the exposure being hedged is assessed and
rise on specified dates to cash flows that are solely payments measured at inception and on an ongoing basis. The ineffective
of principal and interest on the principal amount outstanding. portion of designated hedges is recognised immediately in the
statement of profit and loss.
iii) Financial assets at fair value through other comprehensive
income (‘FVOCI’) The effective portion of change in the fair value of the
Financial assets are measured at fair value through other designated hedging instrument is recognised in Other
comprehensive income if these financial assets are held within comprehensive income and accumulated under the heading
a business whose objective is achieved by both collecting Cash flow hedge reserve.
contractual cash flows and selling financial assets and the
contractual terms of the financial asset give rise on specified Hedge accounting is discontinued when the hedging instrument
dates to cash flows that are solely payments of principal and expires or is sold, terminated or no longer qualifies for hedge
interest on the principal amount outstanding. The Company accounting. Any gain or loss recognised in Other comprehensive
has made an irrevocable election to present in other income and accumulated in equity till that time remains and is
comprehensive income subsequent changes in the fair value of recognised in statement of profit and loss when the forecasted
equity investments not held for trading. transaction is no longer expected to occur; the cumulative


gain or loss accumulated in statement of changes in equity is Business combinations between entities under common
transferred to the statement of profit and loss. control is accounted for at carrying value.
c) Share capital Transaction costs that the Company incurs in connection with
Ordinary shares a business combination such as finders’ fees, legal fees, due
Ordinary shares are classified as equity. Incremental costs diligence fees, and other professional and consulting fees are
directly attributable to the issuance of new ordinary shares and expensed as incurred.
share options are recognised as a deduction from equity, net of
any tax effects. 2.16 Cash flow statement
Cash flows are reported using the indirect method, whereby
2.14.3 De-recognition of financial instruments profit for the period is adjusted for the effects of transactions
The Company de-recognises a financial asset when the of a non-cash nature, any deferrals or accruals of past or future
contractual rights to the cash flows from the financial assets operating cash receipts or payments and items of income or
expire or it transfers the financial assets and such transfer expenses associated with investing or financing cash flows. The
qualifies for de-recognition under Ind AS 109. A financial cash flows from operating, investing and financing activities of
liability (or a part of financial liability) is de-recognised from the Company are segregated.
the Company’s balance sheet when obligation specified in the
contract is discharged or cancelled or expired. 2.17 Onerous contracts
Provisions for onerous contracts are recognised when the
2.14.4 Fair value of financial instrument expected benefits to be derived from a contract are lower
In determining the fair value of its financial instrument, the than the unavoidable costs of meeting the future obligations
Company uses the methods and assumptions based on market under the contract. The provision is measured at lower of the
conditions and risk existing at each reporting date. Methods of expected cost of terminating the contract and the expected net
assessing fair value result in general approximation of value, cost of fulfilling the contract.
and such value may never actually be realised. For all other
financial instruments, the carrying amounts approximate the 2.18 Estimation of uncertainties relating to the global health
fair value due to short maturity of those instruments. pandemic from COVID-19:
The Company has considered the possible effects that may
2.15 Business combinations result from the pandemic relating to COVID-19 on the carrying
Business combinations have been accounted for using the amounts of receivables, unbilled revenues, goodwill and
acquisition method under the provisions of Ind AS 103, intangible assets. In developing the assumptions relating
Business Combinations. to the possible future uncertainties in the global economic
conditions because of this pandemic, the Company, as at the
The cost of an acquisition is measured at the fair value of the date of approval of these financial statements has used internal
assets transferred, equity instruments issued and liabilities and external sources of information including credit reports
incurred or assumed at the date of acquisition, which is the and related information, economic forecasts and consensus
date on which control is transferred to the Company. The cost estimates from market sources on the expected future
of acquisition also includes the fair value of any contingent performance of the Company. The Company has performed
consideration. Identifiable assets acquired and liabilities and sensitivity analysis on the assumptions used and based on
contingent liabilities assumed in a business combination are current estimates expects the carrying amount of these assets
measured initially at their fair value on the date of acquisition. will be recovered, net of provisions established.


as at 31 March 2020
3. PROPERTY, PLANT AND EQUIPMENT

Computers Total
Gross block
As at 1 April 2019 583.90 704.68 405.52 535.57 211.29 2,440.96
Additions / adjustments during the year 36.02 141.72 30.15 27.80 17.22 252.91
Deletions during the year (19.91) (11.66) (17.93) (17.77) (1.13) (68.40)
Foreign exchange on translation 23.37 6.44 7.79 5.23 1.51 44.34
As at 31 March 2020 623.38 841.18 425.53 550.83 228.89 2,669.81
As at 1 April 2019 459.65 531.29 345.88 488.58 160.96 1,986.36
Charge for the year 30.78 85.14 17.80 23.36 11.80 168.88
On deletions / adjustments during the year (2.09) (11.56) (17.48) (17.52) (1.13) (49.78)
As at 31 March 2020 509.15 610.08 352.95 498.88 172.98 2,144.04
Net block
As at 31 March 2020 114.23 231.10 72.58 51.95 55.91 525.77
As at 31 March 2019 124.25 173.39 59.64 46.99 50.33 454.60

Computers Total
Gross block
As at 1 April 2018 612.61 547.59 411.78 601.42 216.34 2,389.74
Additions / adjustments during the year 87.86 155.70 23.52 29.12 8.95 305.15
Deletions during the year (128.34) (1.33) (33.02) (97.57) (14.74) (275.00)
As at 31 March 2019 583.90 704.68 405.52 535.57 211.29 2,440.96
As at 1 April 2018 547.76 488.90 359.30 549.16 169.79 2,114.91
Charge for the year 25.11 41.39 16.39 30.51 5.27 118.67
On deletions (123.67) (1.31) (32.77) (93.35) (14.71) (265.81)
As at 31 March 2019 459.65 531.29 345.88 488.58 160.96 1,986.36
Net block
As at 31 March 2019 124.25 173.39 59.64 46.99 50.33 454.60
As at 31 March 2018 64.85 58.69 52.48 52.26 46.55 274.83


as at 31 March 2020
4 LEASES
The details of Right-of-use assets held by the Company are as follows:
Net Carrying value

Addition during Deletions during Depreciation for Foreign exchange
As at 1 April 2019 as at 31 March
the year the year the year on translation
2020
Leasehold properties 1,621.08 542.97 (43.85) (388.63) 11.65 1,743.22

Service equipment 34.58 8.63 - (21.32) - 21.89
Vehicles - 13.50 - (3.00) - 10.50
1,655.66 565.10 (43.85) (412.95) 11.65 1,775.61
Rent includes expense towards short term lease payments amounting to ` 50.79, expense towards low value leases assets amounting to
` 24.77 and common area maintainence for leased properties amounting to ` 66.91 during the year ended 31 March 2020.
5 OTHER INTANGIBLE ASSETS
Domain name Software Total

Gross block
As at 1 April 2019 6.72 593.37 600.09
Additions - 47.79 47.79
Deletions during the year - - -
Foreign exchange on translation - 1.34 1.34
As at 31 March 2020 6.72 642.50 649.22
As at 1 April 2019 6.72 372.32 379.04
Charge for the year - 124.01 124.01
On deletions - - -
As at 31 March 2020 6.72 497.13 503.85
Net block
As at 31 March 2020 - 145.37 145.37
As at 31 March 2019 - 221.05 221.05
Domain name Software Total

Gross block
As at 1 April 2018 6.72 825.49 832.21
Additions - 101.20 101.20
Deletions during the year - (334.25) (334.25)
As at 31 March 2019 6.72 593.37 600.09
As at 1 April 2018 6.72 581.28 588.00
Charge for the year - 124.52 124.52
On deletions - (334.25) (334.25)
As at 31 March 2019 6.72 372.32 379.04
Net block
As at 31 March 2019 - 221.05 221.05
As at 31 March 2018 - 244.21 244.21


as at 31 March 2020
6 INVESTMENTS
31 March 2020 31 March 2019
(i) Non-current
Unquoted
Investments carried at cost (Investment in equity instruments of subsidiaries)
218,483 (31 March 2019: 218,483) fully paid-up common stock of USD 1 each of Firstsource Group USA 11,756.95 11,746.92
Inc. #
2,834,672 (31 March 2019: 2,834,672) fully paid up equity shares of GBP 1 each of Firstsource Solutions 56.64 51.15
UK Limited #
1,050,000 (31 March 2019: 1,050,000) fully paid-up common stock of ` 10 each of Firstsource Process 100.50 100.50
Management Services Limited
3,411,785 (31 March 2019: 3,411,785) fully paid-up common stock of LKR 10 each of Firstsource Dialog 23.09 23.09
Solutions (Private) Limited
11,937.18 11,921.66
Provision for impairment of investment in Firstsource Dialog Solutions (Private) Limited and Firstsource (72.44) (72.44)
Process Management Services Limited
11,864.74 11,849.22
Investment in associate
-at cost
1,000 (31 March 2019 : 1,000) fully paid equity shares of ` 10 each of Nanobi Data and Analytics Private 0.08 0.08
Limited
838,705 (31 March 2019 : 838,705) fully paid compulsorily convertible cumulative preference shares of 87.92 87.92
` 10 each of Nanobi Data and Analytics Private Limited
-at amortised cost
80,000 (31 March 2019 : 100,000) fully paid Optionally Convertible Debentures of 8.00 10.00
Rs 100 each of Nanobi Data and Analytics Private Limited
At amortised cost
Philippines treasury bills* 26.17 23.67
122.17 121.67
11,986.91 11,970.89
* These securities have been earmarked in favor of SEC, Philippines in compliance with Corporation Code
of Philippines.
# includes ESOP cost pertaining to employees of the overseas subsidiaries.
(ii) Current
Investments carried at fair value through statement of profit and loss
Mutual and other funds (unquoted) - 1,187.50
- 1,187.50
7 OTHER FINANCIAL ASSETS

31 March 2020 31 March 2019
(i) Other non-current financial assets
Deposits 287.47 247.92
655.72 668.04
(ii) Other current financial assets
Unbilled revenues 109.65 147.83
Accrued interest 0.27 0.30
Advances to subsidiaries - 622.07
Loans and advances to employees 12.45 8.95
Recoverable on sale of subsidiary 49.05 49.05
334.54 1,036.53


as at 31 March 2020
8 OTHER ASSETS
31 March 2020 31 March 2019
(i) Other non-current assets
Capital advances 194.43 49.75
270.37 135.96
(ii) Other current assets
Indirect tax recoverable 374.83 303.22
Other advances 37.22 69.23
523.43 468.28
9 TRADE RECEIVABLES
31 March 2020 31 March 2019
(Unsecured)
Considered doubtful 0.05 0.05
Less: Allowance for doubtful debts 0.05 0.05
- -
Considered good 3,735.52 4,328.85
3,735.52 4,328.85
3,735.52 4,328.85
Trade receivables are non-interest bearing. No trade or other receivables are due from directors or other officers of the Company either
severally or jointly. For receivables from related party refer note 25
10 CASH AND CASH EQUIVALENTS

31 March 2020 31 March 2019
Cash on hand - 0.09
Balances with banks
-in current accounts 195.67 125.76
-in deposit accounts (with original maturity of three months or less) 250.00 -
445.67 125.85
Earmarked balances with banks* 15.26 5.41
460.93 131.26
*Earmarked balances with banks represents balance in dividend escrow account.


as at 31 March 2020
11 TAXATION
31 March 2020
Taxation
Transition impact Recognised in Other
Recognised in Profit
Opening Balance on adoption of Ind Comprehensive Closing Balance
and loss
As 116 Income
Deferred tax asset on account of:

Property, plant and equipment and 240.54 - (17.05) - 223.49
intangibles
Employee stock options 30.35 - 3.96 - 34.31
Other employee benefits payable 31.09 - 5.05 - 36.14
Unused tax losses 9.09 - (2.24) - 6.85
Minimum alternate tax credit carried 2,061.29 - 82.41 - 2,143.70
forward
Lease Liabilities - 79.85 12.73 0.26 92.84
Foreign currency forward contracts (79.55) - - 22.02 (57.53)
2,292.81 79.85 84.86 22.28 2,479.80
31 March 2019
Taxation
Transition impact Recognised in Other
Recognised in Profit
Opening Balance on adoption of Ind Comprehensive Closing Balance
and loss
As 116 Income

Property, plant and equipment and 324.34 - (83.80) - 240.54
intangibles
Employee stock options 26.16 - 4.19 - 30.35
Other employee benefits payable 30.15 - 0.94 - 31.09
Minimum alternate tax credit carried 1,778.38 - 282.91 - 2,061.29
forward
Unused Tax losses - - 9.09 - 9.09
Foreign currency forward contracts 8.14 - - (87.69) (79.55)
2,167.17 - 213.33 (87.69) 2,292.81
31 March 2020 31 March 2019

Income tax assets (net) 722.23 780.99
Provision for tax (net) (59.38) (61.53)
662.85 719.46
Income tax expense
Income tax expense in the statement of profit and loss comprises:
Year ended
31 March 2020 31 March 2019
Current taxes 302.22 168.94
Deferred taxes (2.45) 69.58


as at 31 March 2020
A reconciliation of the income tax provision to the amount computed by applying the statutory income tax rate to the income before
income taxes is summarized below:
Year ended
31 March 2020 31 March 2019
Profit before income taxes 2,119.92 2,228.73
Enacted tax rates in India 34.94% 34.94%
Computed expected tax expense 740.78 778.81
Income Exempt from Tax and Tax Holidays (432.56) (439.20)
Expenses not deductible for tax purposes 6.87 25.59
ESOP cost allowed for tax purpose (13.43) (36.01)
Impact of change in tax rates - (8.24)
Others (1.80) (0.76)
Previous years tax adjustments (0.09) (81.67)
12 SHARE CAPITAL
31 March 2020 31 March 2019
Authorised
872,000,000 (31 March 2019: 872,000,000) equity shares of ` 10 each 8,720.00 8,720.00
8,720.00 8,720.00
Issued, subscribed and paid-up
693,826,780 (31 March 2019: 691,065,030) equity shares of ` 10 each, fully paid-up 6,938.27 6,910.65
6,938.27 6,910.65
a Reconciliation of shares outstanding at the beginning and at the end of the reporting year
31 March 2020 31 March 2019
At the commencement of the year 691,065,030 6,910.65 686,522,819 6,865.23
Shares allotted during the year - employee stock option scheme 2,761,750 27.62 4,542,211 45.42
At the end of the year 693,826,780 6,938.27 691,065,030 6,910.65
b Particulars of shareholders holding more than 5% equity shares

31 March 2020 31 March 2019
Number of shares % of total shares Number of shares % of total shares
CESC Ventures Limited 373,976,673 53.90% 373,976,673 54.12%
c Shares held by holding company

31 March 2020 31 March 2019
CESC Ventures Limited 373,976,673 3,739.77 373,976,673 3,739.77
d Employee stock options
During the year ended 31 March 2020, the Company granted 10,784,204 (31 March 2019: 2,500,000) options at an exercise price of
` 10 (31 March 2019: ` 73.00).
e Shares reserved for issue under options
17,700,014 (31 March 2019: 12,186,631) number of shares are reserved for employees for issue under the employee stock options
plan (ESOP) amounting to ` 177.00 (31 March 2019: ` 121.87).
f Rights, preferences and restrictions attached to equity shares
The Company has a single class of equity shares. Accordingly, all equity shares rank equally with regard to dividends and share in the
Company’s residual assets. The equity shareholders are entitled to receive dividend as declared from time to time. The voting rights
of an equity shareholder are in proportion to its share of the paid-up equity capital of the Company.
On winding up of the Company, the holders of equity shares will be entitled to receive the residual assets of Company, remaining after
distribution of all preferential amounts in proportion to the number of equity shares held.


as at 31 March 2020
g Share application money received under ESOP scheme

The Company received ` 76.68 (31 March 2019: ` 142.35) as share application money under ESOP scheme during the year ended 31
March 2020 in respect of which 2,761,750 (31 March 2019: 4,542,211) shares were allotted during the year.
13 OTHER EQUITY
31 March 2020 31 March 2019
Securities premium
Add : Issue of equity shares on exercise of options 73.70 142.53
Amalgamation deficit adjustment reserve (1,136.72) (1,136.72)
Share application money pending allotment
At the commencement of the year 0.30 -
Add : Movement during the year (0.30) 0.30
At the end of the year - 0.30
Treasury shares
Add : Movement during the year (89.35) -
At the end of the year (89.35) -
Other reserve
Add : Movement during the year - -
Special Economic Zone re-investment reserve
Add : Movement during the year 158.78 -
At the end of the year 158.78 -
Employee stock option reserve
Add : Share based payments 29.03 49.59
Less : Issue of equity shares on exercise of options (24.34) (45.90)
Less : Transfer to retained earning for options forfeited (7.12) (1.70)
Effective portion of cash flow hedges (Other comprehensive income)
At the commencement of the year 437.38 (60.78)
Movement during the year (38.98) 498.16
Exchange differences on translating the financial statements of a foreign operation
(Other comprehensive income)
Movement during the year 14.10 36.45
Retained earnings
Add: Transition impact on adoption of Ind AS 116 (174.80) -
Add: Net profit for the year 1,820.15 1,990.21
Add: Other comprehensive income for the year (15.64) (21.52)
Less: Dividend (including tax on dividend) (3,762.03) (1,247.73)
Less: Transfer to Special Economic Zone re-investment reserve (158.78) -
Add: Transfer to retained earning for options forfeited 7.12 1.70
Total other equity 13,713.91 15,882.37


as at 31 March 2020
14 BORROWINGS
31 March 2020 31 March 2019
Long-term borrowings
Unsecured
Loan from Banks (refer note ‘a’) 21.58 19.38
Loan from other parties (refer note ‘a’) 6.18 15.50
27.76 34.88
a Loans carry interest in the range of 3.03% - 10.14% for a period of 3 - 4 years from January 2016 to January 2024, repayable in quarterly
instalments from the date of its origination. These loans are for equipment and asset financing.
15 OTHER FINANCIAL LIABILITIES

31 March 2020 31 March 2019
Other current financial liabilities
Book credit in bank account 41.39 57.34
Interest accrued but not due on borrowings - 0.40
Creditors for capital goods 4.01 32.86
Employee benefits payable 153.95 180.98
Advances from subsidiaries 29.45 -
Unclaimed dividends 15.26 5.42
Current Maturities of long-term borrowings :
-Loan from Banks 15.59 14.03
-Loan from other parties 19.62 61.19
Advance from customer 9.38 9.38
288.65 361.60
16 PROVISIONS FOR EMPLOYEE BENEFITS

31 March 2020 31 March 2019
(i) Non-current
Gratuity 85.88 67.55
85.88 67.55
(ii) Current
Compensated absences 75.43 59.51
75.43 59.51
17 OTHER LIABILITIES
31 March 2020 31 March 2019
Other current liabilities
Tax deducted at source 36.17 24.88
Statutory Dues 32.52 25.33
68.69 50.21


18 REVENUE FROM OPERATIONS

Year ended
31 March 2020 31 March 2019
Sale of services 8,962.37 7,247.52
Other operating income, net 436.73 433.54
9,399.10 7,681.06
management
UK 3,750.19 - - - 3,750.19
USA 390.09 977.34 716.67 2,558.87 4,642.97
ASIA 569.21 - - - 569.21
Total 4,709.49 977.34 716.67 2,558.87 8,962.37
management
UK 3,398.57 - - - 3,398.57
USA 803.33 1,029.03 581.15 1,035.83 3,449.34
ASIA 399.61 - - - 399.61
Total 4,601.51 1,029.03 581.15 1,035.83 7,247.52
Revenues in excess of invoicing are classified as contract assets (which is referred as unbilled revenues). Changes in contract assets are
directly attributable to revenue recognised based on the accounting policy defined and the invoicing done during the year. Applying the
practical expedient as given in Ind AS 115, the Company has not disclosed the remaining performance obligation related disclosures as the
revenue recognised corresponds directly with the value to the customer of the company’s performance completed to date.
19 OTHER INCOME, NET

31 March 2020 31 March 2019
Profit on sale / redemption of current investments, net 57.81 35.41
Foreign exchange gain/(loss), net 11.84 41.13
Provision for impairment of investment in subsidiary - (10.62)
Gain on sale of subsidiary - 286.03
Gain/(loss) on sale of fixed assets, net 1.08 (3.80)
Miscellaneous income 2.69 5.07
Guarantee Commission and other recoveries from subsidiaries 222.64 239.68
308.02 619.23
20 EMPLOYEE BENEFITS EXPENSE

31 March 2020 31 March 2019
Salaries and wages 4,507.02 3,542.36
Contribution to provident and other funds 221.98 195.56
Staff welfare expenses 66.08 67.95
4,808.59 3,833.33
21 FINANCE COSTS
31 March 2020 31 March 2019
Interest expense
- on borrowings 15.63 15.45
Interest expense on leased liabilities 141.14 -
156.77 15.45

22 OTHER EXPENSES
Year ended
31 March 2020 31 March 2019
Computer expenses 261.76 190.43
Repairs, maintenance and upkeep 255.83 242.38
Car and other hire charges 167.94 258.10
Electricity, water and power consumption 162.22 157.96
Connectivity, information and communication expenses 169.47 154.64
Legal and professional fees 155.79 125.89
Recruitment and training expenses 148.56 74.29
Travel and conveyance 161.75 42.75
Contribution to Corporate Social Responsibility 40.94 37.71
Rent (Refer note 4) 142.47 490.32
Insurance 37.81 26.80
Printing and stationery 14.01 12.17
Meeting and seminar expenses 9.94 7.27
Directors' sitting fees 5.50 5.40
Auditors remuneration and expenses
- for audit fees 16.00 14.00
- for other services 5.01 5.60
- for reimbursement of expenses 0.95 0.80
Rates and taxes 19.58 3.52
Bank administration charges 1.68 4.15
Allowance for doubtful debts / bad debts written off, net 21.75 0.05
Miscellaneous expenses 117.04 125.36
1,916.00 1,979.59
23 FINANCIAL INSTRUMENTS:
I. Financial instruments by category:
Total carrying
amount
Financial assets
Investments 34.17 - - 34.17 34.17
Other financial assets 501.34 24.66 464.26 990.26 990.26
Total 4,731.96 24.66 464.26 5,220.88 5,220.88
Borrowings 27.76 - - 27.76 27.76
Lease liabilities 2,089.82 - - 2,089.82 2,089.82
Other financial liability 288.65 - - 288.65 288.65
Trade and other payables 308.55 - - 308.55 308.55
Total 2,714.78 - - 2,714.78 2,714.78


Total carrying
amount
Financial assets
Investments 33.67 1,187.50 - 1,221.17 1,221.17
Other financial assets 1,122.04 45.86 536.67 1,704.57 1,704.57
Total 5,615.82 1,233.36 536.67 7,385.85 7,385.85
Borrowings 34.88 - - 34.88 34.88
Other financial liability 361.60 - - 361.60 361.60
Trade and other payables 289.29 - - 289.29 289.29
Total 685.77 - - 685.77 685.77
II. Fair value hierarchy:

The table below analyses financial instruments carried at fair value, by valuation method. The different levels have been
defined as follows:
Level 1: quoted prices (unadjusted) in active markets for identical assets or liabilities.
Level 2: inputs other than quoted prices included within Level 1 that are observable for the asset or liability, either directly (i.e. as
prices) or indirectly (i.e. derived from prices).
Level 3: inputs for the asset or liability that are not based on observable market data (unobservable inputs).
As of Fair value measurement at end of the reporting period using

31 March 2020
Investments
Investment in liquid mutual fund units - - - -
Total - - - -
As of Fair value measurement at end of the reporting period using
31 March 2019
Investments
Investment in liquid mutual fund units 1,187.50 1,187.50 - -
Total 1,187.50 1,187.50 - -
The fair value of other financial assets and liabilities approximate the carrying value.
The fair value of Mutual and other funds is based on quoted price. Derivative financial instruments are valued based on quoted prices
for similar assets and liabilities in active markets or inputs that are directly or indirectly observable in the marketplace. The fair value
of equity instruments and preference instruments is based on inputs that are not based on observable market data.
III. Financial risk management:
Financial risk factors:
The Company’s activities are exposed to a variety of financial risks: market risk, credit risk, and liquidity risk. The Company’s primary
focus is to foresee the unpredictability of financial markets and seek to minimize potential adverse effects on its financial performance.
The primary market risk to the Company is foreign exchange risk. The Company uses derivative financial instruments to mitigate


foreign exchange related risk exposures. The Company’s exposure to credit risk is influenced mainly by the individual characteristic of
each customer and the concentration of risk from the top few customers.
a) Market risk
The Company operates internationally and a major portion of the business is transacted in several currencies and consequently the
Company is exposed to foreign exchange risk through its services from India for contracts in the overseas geographies, primarily in
the United States of America and United Kingdom and purchases from overseas suppliers in foreign currencies. The Company holds
derivative financial instruments such as foreign exchange forward and option contracts to mitigate the risk of changes in exchange
rates on foreign currency exposures. The exchange rate between the Indian rupee and foreign currencies has changed substantially in
recent years and may fluctuate substantially in the future. Consequently, the results of the Company’s operations may be affected as
the Rupee fluctuates against these currencies.

Total financial assets 2,217.26 1,526.37 67.94 0.13 3,811.70
*Others includes LKR AUD, etc

The following table analyses foreign currency risk as of 31 March 2019:

Total financial assets 2,811.37 2,298.22 8.78 0.15 5,118.52
*Others includes LKR AUD, etc.

5% appreciation/ depreciation of the respective foreign currencies with respect to functional currency Firstsource Solutions Limited
would result in increase / decrease in the Company’s profit before tax approximately ` 180.11 for the year ended 31 March 2020 (31 March
2019: ` 246.92).
Derivative financial instruments
The Company holds derivative financial instruments such as foreign currency forward contracts to mitigate the risk of changes in exchange
rates on foreign currency exposures. The counterparty for these contracts is generally a bank. These derivative financial instruments
are valued based on quoted prices for similar assets and liabilities in active markets or inputs that are directly or indirectly observable in
the marketplace.
The following table gives details in respect of outstanding foreign currency forward contracts:

In Millions In ` Millions In Millions In ` Millions
Forward contracts
in USD 48.15 3,678.31 91.30 6,435.22
in GBP 81.93 8,122.60 117.30 11,559.26
Total 11,800.91 17,994.48
The foreign exchange forward contracts mature within sixty months.

The table below analyzes the derivative financial instruments into relevant maturity grouping based on the remaining period as of the
balance sheet date:

Forward contracts in USD
Not later than one month 1,559.02 2,650.51
3,678.31 6,435.22



Forward contracts in GBP
Not later than one month 882.07 1,777.51
8,122.60 11,559.26
The movement in Hedging Reserve, for derivatives designated as cash flow hedges is as follows:

Balance at the beginning of the year 437.38 (60.78)
Changes in the fair value of effective portion of cash flow hedges (36.34) 631.71
Deferred tax movement 22.02 (87.69)
(Gains)/Losses transferred to statement of profit and loss on occurrence of forecasted hedge transaction (24.66) (45.86)
Balance at the end of the year 398.40 437.38
The following table summarises approximate gains / (loss) on the Company’s other comprehensive income on account of appreciation /
depreciation of underlying foreign currencies:
31 March 2020 31 March 2019

5% appreciation of the underlying foreign currencies (418.68) (893.09)
5% depreciation of the underlying foreign currencies 340.00 768.14
b) Credit risk
Credit risk refers to the risk of default on its obligation by the counterparty resulting in a financial loss. The maximum exposure to
the credit risk at the reporting date is primarily from trade receivables amounting to ` 3,735.52 as at 31 March 2020 (31 March 2019:
` 4,328.85) and unbilled revenue amounting to ` 109.65 as at 31 March 2020 (31 March 2019 : ` 147.83). Trade receivables and
unbilled revenue are typically unsecured and are derived from revenue earned from customers primarily located in the United States,
United Kingdom, Philippines and other locations. Credit risk has always been managed by the Company by continuously monitoring
the credit worthiness of customers to which the Company grants credit terms in the normal course of business.
c) Liquidity risk
Liquidity risk is the risk that the Company will encounter difficulty in meeting the obligations associated with its financial liabilities that
are settled by delivering cash or another financial asset. The Company’s approach to manage liquidity is to ensure, as far as possible,
that it will always have sufficient liquidity to meet its liabilities when due, under both normal and stressed conditions, without incurring
unacceptable losses or risk to the Company’s reputation.
The following are contractual maturities of Lease Liabilities on an undiscounted basis as at 31 March 2020:
Particulars 31 March 2020

Less than one year 531.33
One to five years 1,350.27
More than five years 740.09
Total 2,621.69
Future cash outflows in respect of certain leasehold properties to which the Company is potentially exposed as a lessee that are
not reflected in the measurement of the lease liabilities include exposures from options of extension and termination. In assessing
whether the Company is reasonably certain to exercise an option to extend a lease, or not to exercise an option to terminate a lease,
the Management has considered all relevant facts and circumstances that create an economic incentive for the Company as a lessee
to exercise the option to extend the lease or not to exercise the option to terminate the lease as at 31 March 2020. The Company shall
revise the lease term when there is a change in the facts and circumstances.
The table below provides details regarding the contractual maturities of other significant financial liabilities as at 31 March 2020
and 31 March 2019:
31 March 2020 31 March 2019
Less than 1 Year More than 1 year Less than 1 Year More than 1 year
Trade payables 308.55 - 289.29 -
Other borrowings - 27.76 - 34.88
Lease liabilities 403.96 1,685.86 - -
Other financial liabilities 288.65 - 361.60 -


Management expects the recoveries from current financial assets as at the year end and the net cash inflows from operations during
the ensuing financial year to be sufficient for the Company to be able to meet these obligations of lease and other significant financial
liabilities. In addition, the Company also has unused lines of credit.
24 EMPLOYEE STOCK OPTION PLAN

Employee stock option Scheme 2003 (‘Scheme 2003’)
The Employee Stock Option Scheme 2003 (‘the Scheme’) approved by the Board of Directors and the members of the Company
and administered by the Nomination & Remuneration Committee (‘the Committee’) is effective 11 October, 2003. The key terms
and conditions included in the scheme are in line with Securities and Exchange Board of India (Employee Stock Option Scheme and
Employee Stock Purchase Scheme) Guidelines, 1999 (as amended by SEBI (shared based employee benefits) Regulations, 2014).
As per the Scheme, the Committee issued stock options to the identified employees at an exercise price equal to the fair value on the
date of grant and there stock options would vest in tranches over a period of four years as stated below and shall be exercised within
a period of ten years from the date of the grant of the options.
Period within which options will vest unto the eligible employee % of options that will vest
FIRSTSOURCE SOLUTIONS LIMITED EMPLOYEE STOCK OPTION PLAN 2019 (“ESOP 2019 PLAN”)
The Company established ESOP 2019 Plan, pursuant to approval of the Board of Directors and the shareholders at the Annual General
Meeting on August 2, 2019 and administered by the Committee.. The key terms and conditions included in the ESOP 2019 Plan are in
compliance with Securities and Exchange Board of India (Share Based Employee Benefits) Regulations, 2014, as amended.
As per the ESOP 2019 Plan, the Committee will issue stock options to the identified eligible employees/ director(s) of the Company
and its Subsidiaries at an exercise price which will be the face value of the Shares or any higher price which may be decided by
the Committee considering the prevailing market conditions and the norms as prescribed by the Securities and Exchange Board of
India (‘SEBI’) and other relevant regulatory authorities. Further the stock options under the said plan would vest & be exercisable in
tranches as determined by the Committee.
The ESOP 2019 Plan is proposed to include grants to identified eligible employees under the Long Term Incentive Structure (‘LTI’). The
LTI will be tenure based or performance based as per the vesting conditions below:
Vesting Schedule in the given structure is:
Period within which options will vest unto the participant % of options that will vest
Tenure based Performance based*
End of 12 months from the date of grant of options 25% 25%
At the end of every quarter after year 1, till end of year 4 from date of grant 6.25% 25%
*Attainment of options can range between 0% and 150% of tranche eligible for vesting for the respective performance measurement
period. Each tranche is separate. Performance and vesting in one period has no bearing on performance and vesting in another period;
Under both the above structures grants will be issued at face value of the shares or any higher price which may be decided by the
Committee and will have an exercise period upto ten years as per the Scheme and as determined by the Committee.
Under the ESOP 2019 Plan, as on March 31, 2020, the Committee has approved grant of 10,784,204 options which are a mix of tenure
based and performance based structure to its senior leadership team and employees.
The ESOP 2019 Plan shall be implemented by the Firstsource Employee Benefit Trust (‘the Trust’) which will be administered by the
Committee. The Company shall provide financial assistance to the Trust for secondary acquisition of equity shares of the Company
for the purpose of implementation of ESOP 2019 Plan. The terms and conditions for the financial assistance provided shall be in
Compliance with the Companies Act, 2013 read with Companies (Share Capital and Debenture) Rules, 2014 and SEBI regulations.


During the year ended March 31, 2020, the Trust has purchased 3,156,000 equity shares through secondary acquisition.
GRANTS TO THE MANAGING DIRECTOR & CEO (MD & CEO) UNDER ESOP 2019 PLAN
In view of the Shareholder’s approval via postal ballot on 11 January 2020 through a special resolution wherein it was approved that
the MD & CEO shall be entitled to participate in the equity based LTI of the Company. Accordingly the Committee on February 28, 2020
has approved the grant of 10,066,204 options under ESOP Plan 2019 at the face value of ` 10/- of the shares to the MD & CEO which
are a mix of tenure based and performance based structures. The brief details of these grants are mentioned herein below:
A. Grants under Tenure Based Structure :
1,186,624 1 October, 2021 Continued employment
719,966 1 October, 2023 Continued employment
B. Grants under Performance Based Structure :

8,159,614 1 October, 2023 Achievement of Profits Before Tax **
** Performance period may be further defined in consultation with the Nomination & Remuneration Committee
Employee stock option activity during the year ended March 31, 2020
A) Under ESOS Scheme 2003 are as follows:
Outstanding at the beginning of the year 00-30.00 3,326,385 41.75 5,773,635 57.79
30.01-60.00 6,507,746 87.58 9,751,177 88.18
60.01-90.00 2,352,500 113.77 - -
12,186,631 15,524,812
Granted during the year 00-30.00 - -
30.01-60.00 - -
60.01-90.00 - 2,500,000
- 2,500,000
Forfeited during the year 00-30.00 291,010 -
30.01-60.00 1,254,061 593,470
60.01-90.00 745,000 147,500
2,290,071 740,970
Exercised during the year* 00-30.00 1,636,250 2,447,250
30.01-60.00 1,125,500 2,094,961
60.01-90.00 - -
2,761,750 4,542,211
Expired during the year 00-30.00 - -
30.01-60.00 219,000 555,000
60.01-90.00 - -
219,000 555,000
Outstanding at the end of the year 00-30.00 1,399,125 39.25 3,326,385 41.75
30.01-60.00 3,909,185 78.38 6,507,746 87.58
60.01-90.00 1,607,500 101.57 2,352,500 113.77
6,915,810 12,186,631
Exercisable at the end of the year 00-30.00 1,399,125 39.25 3,326,385 41.75
30.01-60.00 2,901,901 76.35 3,267,988 80.75
60.01-90.00 602,825 101.57 - -
4,903,851 6,594,373
* The weighted average share price of these options was ` 27.87 and ` 31.27 for the year ended 31 March 2020 and 31 March
2019 respectively


B) Under ESOP 2019 Plan is as follows:

i) Grants under Tenure Based Structure
ii) Grants under Performance Based Structure

The key assumptions used to estimate the fair value of options are:
31 March 2020 31 March 2019

Dividend yield 0% to 4% 0% to 3%
Expected Life 2-7 years 5.5-7 years
Risk free interest rate 6.50% to 9.06% 6.50% to 9.06%
Volatility 0% to 75% 0% to 75%
Model Used Black & Scholes Black & Scholes
The expense arises from equity settled share based payment transaction amounting to ` 29.03 and ` 49.59 for the year ended 31
March 2020 and 31 March 2019 respectively. The cost related to employee stock options of its subsidiary companies is recognised as
addition to investment. Accordingly, the amount of ` 5.49 and ` 8.62 is recognised as investments in Firstsource Solutions UK Limited
for the year 31 March 2020 and 31 March 2019 respectively ` 10.03 and ` 13.51 is recognised as investment in Firstsource Group USA
Inc. for the year 31 March 2020 and 31 March 2019 respectively.
25 RELATED PARTY TRANSACTIONS

Details of related parties including summary of transactions entered into during the year ended 31 March 2020 are summarized below:
Holding Company CESC Ventures Limited (formerly known as RP-SG Business Process Services Limited)
Fellow Subsidiary Companies Kolkata Games and Sports Pvt Ltd
Herbolab India Private Limited
Quest Properties India Limited (QPIL)
Metromark Green Commodities Pvt. Ltd
Guiltfree Industries Limited
Bowlopedia Restaurants India Limited
Accurate Commodeal Private Limited
Apricot Foods Private Limited
Subsidiaries wherein control exists The related parties where control exists are subsidiaries as referred to in Note 1 to the
financial statements.
Associate Nanobi Data and Analytics Private Limited (Nanobi)
Trust controlled by Ultimate Holding Company RP-Sanjiv Goenka Group CSR Trust (RPSG CSR Trust)
Key Managerial Personnel Vipul Khanna (appointed w.e.f. 02 August 2019)
Rajesh Subramaniam (resigned w.e.f. 31 July 2019)
Dinesh Jain
Non - executive Directors Dr. Sanjiv Goenka
Pradip Roy
Subrata Talukdar
Shashwat Goenka
V. K. Sharma (ceased to be director w.e.f. 13 November 2019)
Pradip Kumar Khaitan
Grace Koshie
Pratip Chaudhuri
Sunil Mitra
Charles Richard Vernon Stagg


Particulars of related party transactions:

Name of the related party Description Transaction value during the year ended Receivable / (Payable) as at
31 March 2020 31 March 2019 31 March 2020 31 March 2019
FSL UK Income from services 2,941.54 2,202.59 1,302.91 1,823.13

Reimbursement of expenses to FSL UK 33.71 1.96 - -
Recovery of expense from FSL UK 50.01 185.48 37.37 264.50
Parental guarantee commission and 50.25 57.89 28.59 57.89
others from FSL UK
FAL Income from services 741.54 581.15 289.26 399.53
Reimbursement of expenses to FAL - 0.17 - -
Recovery of expense from FAL 12.13 42.83 9.66 77.17
Parental guarantee commission and 7.26 - 7.26 -
others from FAL
MedAssist Income from services 143.79 131.27 94.46 36.41
Reimbursement of expenses to MedAssist 0.01 - - -
Recovery of expense from MedAssist 28.69 67.23 21.73 109.75
FG US Income from services 413.28 691.48 43.09 259.11
Reimbursement of expenses to FG US 8.35 0.20 - -
Recovery of expense from FG US 0.52 2.32 35.87 196.52
Parental guarantee commission from FG 40.80 181.78 15.41 181.78
US
FTS Income from services 904.78 897.76 323.67 610.37
Recovery of expense from FTS 7.57 60.44 25.72 137.47
Reimbursement of expenses to FTS 0.03 0.48 - -
Parental guarantee commission from FTS 7.44 - 7.44 -
OAL Income from services 11.36 - 11.95 -
Recovery of expense from OAL 1.69 - 1.62 -
Parental guarantee commission from OAL - -
Sourcepoint - FFS Income from Services 105.16 106.64 46.88 78.50
Recovery of expense from Sourcepoint- 1.33 1.88 0.20 0.11
FFS
Reimbursement of expenses to 1.54 - - -
Sourcepoint-FFS
Sourcepoint, Inc Income from services 2,469.07 1,040.40 1,126.54 474.39
Recovery of expense from Sourcepoint, 14.30 1.31 87.25 196.07
Inc
Reimbursement of expenses to 1.01 - - -
Sourcepoint, Inc
Nanobi Redemption of debentures 2.00 - - -
Nanobi Interest income 1.02 1.20 - 0.30
Nanobi Receipt of services from Nanobi 2.80 6.58 - -
CESC Ventures Limited Dividend paid 1,682.90 - - -
Guiltfree Industries Limited Receipt of services 0.27 - - -
Accurate Commodeal Private Receipt of services 200.02 - - -
Limited
Kolkata Games and Sports Recovery of expense from Kolkata Games 1.32 1.14 - -
Pvt Ltd and Sports Pvt Ltd
Non-executive directors Sitting fees 5.50 5.40 - -
Key Managerial Personnel Remuneration 158.59 101.00 - -
Dividend paid 0.33 2.18 - -


The sales to and purchases from related parties are made on terms equivalent to that prevails in arm’s length transactions.
Description Year ended

31 March 2020 31 March 2019
Rajesh Subramaniam 115.16 78.25
Dinesh Jain* 30.29 22.75
Vipul Khanna* 13.14 -
*Excludes ESOP, gratuity and compensated absences.
26 EMPLOYEE BENEFITS
The Company has a defined benefit gratuity plan in India (funded). The Company’s defined benefit gratuity plan is a final salary plan
for employees, which requires contributions to be made to a separately administered fund.
The gratuity plan is governed by the Payment of Gratuity Act, 1972. Under the Act, Indian employee who has completed five years or
more of service is entitled to specific benefit. The level of benefits provided depends on the member’s length of service and salary
at retirement age. The fund has the form of a trust and it is governed by the Board of Trustees, which consists of an equal number of
employer and employee representatives. The Board of Trustees is responsible for the administration of the plan assets and for the
definition of the investment strategy.
Each year, the Board of Trustees reviews the level of funding in the India gratuity plan. Such a review includes the asset-liability
matching strategy and investment risk management policy. This includes employing the use of annuities and longevity swaps to
manage the risks. The Board of Trustees decides its contribution based on the results of this annual review. Generally, investments are
in debt mutual funds. Annual contributions are at a level such that no plan deficits (based on valuation performed) will arise.
a) Gratuity plan
The following table sets out the status of the gratuity plan:
Reconciliation of opening and closing balances of the present value of the defined benefit obligation and fair value of planned assets:

Change in present value of obligations
Obligations at beginning of the year 118.38 97.82
Actuarial (gain)/loss 15.10 21.26
Obligations at the end of the year 129.62 118.38
Change in plan assets
Fair value of plan assets at beginning of the year 50.83 46.09
Adjustments to opening fair value of plan assets (0.47) 0.51
Return on plan assets excluding interest income (0.54) (0.26)
Contributions 15.78 20.08
Fair value of plan assets at end of the year, 43.74 50.83
Reconciliation of present value of the obligation and the fair value of plan assets
Present value of the defined benefit obligations at the end of the year 129.62 118.38
Fair value of plan assets at the end of year (43.74) (50.83)
Funded status being amount of liability recognised in the balance sheet 85.88 67.55



Gratuity cost for the year
Net Interest cost 5.41 4.24
Net gratuity cost 18.00 14.89
Remeasurements of the net defined benefit liability/ (asset)
Actuarial (gains) / losses 15.10 21.26
(Return)/loss on plan assets excluding amounts included in the net interest on the net defined benefit liability/ 0.54 0.26
(asset)
Total actuarial (gain)/loss recognized in (OCI) 15.64 21.52
Category of Assets Total Amount Target Allocation %
Gratuity Fund (LIC of India and Birla Sunlife Insurance Co. Ltd) 33.50 100%
Total Itemized Assets 33.50 100%
Assumptions
Mortality IALM (2006-08) Ult. IALM (2006-08) Ult.
b) Contribution to Provident fund
The provident fund charge during the year amounts to ` 146.40 (31 March 2019: ` 117.99 ).
c) Compensated absences
Actuarial assumptions 31 March 2020 31 March 2019
27 SEGMENT REPORTING
As per Ind AS 108 - Operating Segments (‘Ind AS 108’), if a financial report contains both consolidated financial statements of a parent
that is within the scope of this Ind AS as well as the parent’s separate financial statements, segment information is required only in
the consolidated financial statements. Accordingly, information required to be presented under Ind AS 108 has been given in the
consolidated financial statements of the Company.
28 COMPUTATION FOR CALCULATING DILUTED EARNING PER SHARE
Year ended
31 March 2020 31 March 2019
Number of shares considered as basic weighted average shares outstanding 692,858,333 689,710,908
Add: Effect of potential issue of shares/ stock options * 2,085,283 3,389,217
Number of shares considered as weighted average shares and potential shares outstanding 694,943,616 693,100,125
Net profit after tax attributable to shareholders 1,820.15 1,990.21
Net profit after tax for diluted earnings per share 1,820.15 1,990.21
* Not considered when anti-dilutive
Basic earnings per share is calculated by dividing the profit attributable to equity shareholders of the Company by
the weighted average number of equity shares outstanding during the year, excluding equity shares purchased
by the Company and held as treasury shares.
Diluted earnings per share is calculated by adjusting the weighted average number of equity shares outstanding
during the year for assumed conversion of all dilutive potential equity shares. Employee share options are
dilutive potential equity shares for the Company.


29 CAPITAL AND OTHER COMMITMENTS AND CONTINGENT LIABILITIES

31 March 2020 31 March 2019
a) The estimated amount of contracts remaining to be executed on capital account and not provided for (net), 397.80 360.55
against which advances paid are ` 6.01 (31 March 2019 - ` 49.75)
b) Claims not acknowledged as debts 1.35 1.35
c) Guarantees given to the Government of India, Customs and Central excise department in relation to future 12,979.94 9,412.19
duty obligation and letter of credit given (Refer table below)
d) The Company has a purchase commitment towards Nanobi Data and Analytics Private Limited for the 12.00 12.00
Optionally Convertible Debentures of ` 100 per unit of 1,20,000 units.
Guarantees
31 March 2020 31 March 2019
Guarantees given for working capital facilities and finance lease on behalf of Firstsource Solution UK Limited 6,311.42 6,608.33
(FSL-UK)
Guarantees given for credit facilities and term loans on behalf of Firstsource Group USA, Inc. (FG US) 6,658.52 2,793.86
Guarantees given to the customer and others* 10.00 10.00
12,979.94 9,412.19
Direct tax matters

Income tax demands amounting to `982.90 (31 March 2019: `959.21) for the various assessment years are disputed in appeal by the
Company in respect of which it has favourable decisions supporting its stand based on the past assessment or otherwise and hence,
the provision for taxation is considered adequate. The Company has paid ` 10.38 (31 March 2019: ` 10.38) tax under protest against
the demand raised for the assessment year 2004-05, ` 12.50 (31 March 2019: ` 12.50) tax under protest against the demand raised
for the assessment year 2009-10, ` 80.00 (31 March 2019: ` 80.00) tax under protest against the demand raised for the assessment
year 2011-12. ` 5.00 (31 March 2019: ` Nil) tax under protest against the demand raised for the assessment year 2014-15, ` 2.50 (31
March 2019: ` Nil) tax under protest against the demand raised for the assessment year 2015-16.
Indirect tax matters
Service tax demands amounting to ` 151.76 (31 March 2019: ` 174.85) in respect of service tax input credit and FCCB issue expenses
is disputed in appeal by the Company. The Company expects favourable appellate decision in this regard.
The Company’s pending litigations comprise of claims against the Company and pertaining to proceedings pending with Income
tax and service tax. The Company has reviewed all its pending litigations and proceedings and has adequately provided for where
provisions are required and disclosed as contingent liabilities where applicable, in the financial statements. The Company does not
expect the outcome of these proceedings to have a materially adverse effect on its financial statements.
*Guarantees given pertain to guarantees given to customers and the Government of India, Customs and Central Excise department
towards future duty obligations.
30 LONG-TERM CONTRACTS
The Company has a process whereby yearly all long-term contracts (including derivative contracts) are assessed for material
foreseeable losses. At the year end, the Company has reviewed and ensured that adequate provision as required under any law /
Accounting Standards for material foreseeable losses on such long term contracts (including derivative contracts) has been made in
the books of account.
31 CORPORATE SOCIAL RESPONSIBILITY (CSR)

As per Section 135 of the Companies Act, 2013, funds have been contributed by the Company to the RP-Sanjiv Goenka Group CSR
Trust and are to be utilized on the activities which are specified in Schedule VII to the Act. The areas identified by the CSR trust includes
activities for promoting healthcare, art / culture, sports and education as the four priority areas to be pursued in phases and in a
manner aligned with the CSR rules and regulations.The trust has informed that they are working on a project to set up school which
will offer IB and IGCSE courses. The amount paid towards our contribution is being utlized to purchase land for setting up this school.


a) Gross amount required to be spent by the Company during the year is ` 40.94 (31 March 2019: ` 37.71)
b) Amount spent by Firstsource during the year on:
Particulars Amount paid Total

Construction/ acquisition of any asset - -
On purposes other than above 40.94 40.94
32 MICRO, SMALL AND MEDIUM ENTERPRISES

There are no outstanding dues to Micro and Small enterprises as at 31 March 2020 and 31 March 2019 respectively. Micro and Small
Enterprises have been identified based on information collected by the Company.
33 SUBSEQUENT EVENTS
The Board of directors at its meeting held on 26 May 2020 has approved these financial statements as at and for the year
ended 31 March 2020.

NOTICE
NOTICE is hereby given that the 19th Annual General Meeting liable to retire by rotation, to hold office for a second term of
(AGM) of the Members of Firstsource Solutions Limited will be three (3) consecutive years upto February 8, 2023.
held on Tuesday, July 21, 2020 at 11:00 a.m. Indian Standard Time
RESOLVED FURTHER THAT the Board of Directors of the
(“IST”), through Video Conferencing/ Other Audio Visual Means Company be and is hereby authorised to do all acts and take
(“VC/OAVM”) Facility to transact following business: all such steps as may be necessary, proper or expedient to
give effect to this resolution.”
ORDINARY BUSINESS:
1. To consider and adopt: 5. APPOINTMENT/ CONTINUATION OF MR. PRADIP
KUMAR KHAITAN (DIN 00004821), AS A DIRECTOR
a) the audited financial statements of the Company OF THE COMPANY:
for the financial year ended March 31, 2020 along
with the reports of the Board of Directors and the To consider and if thought fit, to pass the following resolution,
Auditors thereon; and with or without modification(s), as a Special Resolution:
b) the audited consolidated financial statement of the “RESOLVED THAT pursuant to Regulation 17(1A) of
Company and its subsidiaries for the financial year Securities and Exchange Board of India (Listing Obligations
and Disclosure Requirements) (Amendment) Regulations,
ended March 31, 2020 along with the report of the
2018, effective from April 1, 2019, approval of shareholders
Auditors thereon.
of the Company be and is hereby granted to the Company
2. To confirm the payment of Interim Dividend @ 25% (i.e. ` 2.50 for continuing the directorship of Mr. Pradip Kumar Khaitan
per share) on Equity Shares already paid for the financial year (DIN 00004821), in the capacity of a Non-Executive and Non-
ended March 31, 2020. Independent Director, liable to retire by rotation.
3. To appoint a Director in place of Mr. Pradip Kumar Khaitan RESOLVED FURTHER THAT the Board of Directors of the
(DIN 00004821), who retires by rotation and being eligible, Company be and is hereby authorised to do all such acts and
offers himself for re-appointment. take all such steps as may be necessary, proper or expedient
to give effect to this resolution.”
SPECIAL BUSINESS:
6. APPROVAL OF ESOP’S GRANTED EXCEEDING 1% OF
4. RE-APPOINTMENT OF MS. GRACE KOSHIE (DIN ISSUED CAPITAL TO SPECIFIED EMPLOYEE/(S):
06765216), AS AN INDEPENDENT DIRECTOR OF THE To consider and if thought fit, to pass the following resolution,
COMPANY: with or without modification(s), as a Special Resolution:
To consider and if thought fit, to pass the following resolution, “RESOLVED THAT pursuant to the provisions of Section
with or without modification(s), as a Special Resolution: 62(1)(b) and other applicable provisions, if any, of the
“RESOLVED THAT pursuant to the provisions of Sections 149, Companies Act, 2013 and the Rules made there under
and in accordance with the Memorandum and Articles
152 and other applicable provisions, if any, of the Companies
of Association of the Company, the Listing Agreements
Act, 2013 (“Act”), the Companies (Appointment and
entered into by the Company with the Stock Exchanges,
Qualifications of Directors) Rules, 2014, read with Schedule IV
Regulation 6 of the Securities and Exchange Board of India
to the Act and Regulation 17 and other applicable regulations
(Share Based Employee Benefits) Regulations, 2014 (“SEBI
of the Securities and Exchange Board of India (Listing
SBEB Regulations”), and subject further to such other
Obligations and Disclosure Requirements) Regulations, 2015 approvals, permissions and sanctions as may be necessary
(“SEBI Listing Regulations”), as amended from time to time, and such conditions and modifications as may be prescribed
Ms. Grace Koshie (DIN 06765216), who was appointed as or imposed while granting such approvals, permissions and
an Independent Director at the Fourteenth (14th) Annual sanctions, the approval of the members be and is hereby
General Meeting of the Company for a period of five (5) years accorded authorising the Board of Directors of the Company
and who is being eligible for re-appointment and who meets (hereinafter referred to as the “Board” which term shall be
the criteria for independence as provided in Section 149(6) deemed to include any Committee, including the Nomination
of the Act along with the rules framed thereunder and who & Remuneration Committee which the Board has constituted
has submitted a declaration to that effect and in respect of or may constitute to exercise its powers, including the
whom the Company has received a Notice in writing from powers, conferred by this resolution) to offer and grant from
a Member under Section 160(1) of the Act proposing her time to time such number of options in one or more tranches
candidature for the office of Director, be and is hereby re- as determined by Nomination & Remuneration Committee
appointed as an Independent Director of the Company, not from time to time and in accordance with the ‘Firstsource

Solutions Limited Employee Stock Option Plan 2019’ (“ESOP NOTES:
2019 PLAN”) exceeding 1% of the issued capital (excluding
1. General instructions for accessing and participating in the
outstanding warrants and conversions) of the Company at
19th AGM through VC/OAVM Facility and voting through
the time of grant of option to the permanent employee/(s) of
electronic means including remote e-voting.
the Company mentioned in the table below.
a. In view of the outbreak of the COVID-19 pandemic,
RESOLVED FURTHER THAT in view of the Shareholder’s
social distancing norm to be followed and the continuing
approval via postal ballot on January 11, 2020 through a
restriction on movement of persons at several places in
special resolution wherein it was approved that the Managing
the country and pursuant to General Circular Nos.14/2020,
Director & CEO shall be entitled to participate in the equity
17/2020 and 20/2020 dated April 8 2020, April 13, 2020
based Long Term Incentive Scheme (“LTI”) of the Company,
and May 5, 2020, respectively, issued by the Ministry of
the Board on February 28, 2020 had granted options to Mr
Corporate Affairs (“MCA Circulars”) and Circular No. SEBI/
Vipul Khanna under ESOP 2019 Plan which are in excess of
HO/CFD/CMD1/CIR/P/2020/79 dated May 12, 2020 issued by
the 1% of the issued capital (excluding outstanding warrants
the Securities and Exchange Board of India (“SEBI Circular”)
and conversion)as on that date and such options shall be
and in compliance with the provisions of the Act and the
exercisable by him within one (1) year from the date of
SEBI (Listing Obligations and Disclosure Requirements)
vesting, details of which are as follows:
Regulations, 2015 (“Listing Regulations”), the 19th AGM of
A. Grants under Tenure Based Structure : the Company is being conducted through VC/ OAVM Facility,
No. of Stock Options Vesting Date Vesting Conditions which does not require physical presence of members at a
common venue. The deemed venue for the 19th AGM shall
1,186,624 October 1, 2021 Continued employment be the Registered Office of the Company.
b. In terms of the MCA Circulars since the physical attendance of
B. Grants under Performance Based Structure: Members has been dispensed with, there is no requirement
No. of Stock Options Vesting Date Vesting Conditions of appointment of proxies. Accordingly, the facility of
appointment of proxies by Members under Section 105 of
8,159,614 October 1, 2023 Achievement of Profits the Act will not be available for the 19th AGM. However,
Before Tax **
in pursuance of Section 112 and Section 113 of the Act,
** Performance period may be further defined in consultation representatives of the Members may be appointed for the
with the Nomination & Remuneration Committee purpose of voting through remote e-voting, for participation
in the 19th AGM through VC/OAVM Facility and e-voting
RESOLVED FURTHER THAT the any of Directors or Key
during the 19th AGM.
Managerial Personnel of the Company, be and is hereby
authorized to perform and execute all such acts, deeds, c. Since the AGM will be held through VC/ OAVM Facility, the
matters and things including but not limited to making Route Map is not annexed in this Notice.
timely intimation/fillings to stock exchange(s), and to
d. Central Depository Services (India) Limited (“CDSL”) will be
execute all other documents required to be filed in the
providing facility for voting through remote e-voting, for
above connection and to settle all such questions, difficulties
participation in the 19th AGM through VC/ OAVM Facility and
or doubts whatsoever which may arise and take all such
e-voting during the 19th AGM.
steps and decisions in this regard to give full effect to the
aforesaid resolution.” e. Members may join the 19th AGM through VC/ OAVM Facility
by following the procedure as mentioned below which shall
By Order of the Board of Directors
be kept open for the Members from 10:45 a.m. IST i.e. 15
minutes before the time scheduled to start the 19th AGM
Pooja Nambiar and the Company may close the window for joining the
Company Secretary & Compliance Officer VC/OAVM facility 15 minutes after the scheduled time to
ACS No.: 14055 start the 19th AGM.
f. Members may note that the VC/ OAVM Facility, provided
CIN: L64202MH2001PLC134147
by CDSL, allows participation of atleast 1,000 Members on
Registered Office:
a first-come-first-served basis. The large shareholders (i.e.
5th Floor, Paradigm ‘B’ Wing,
shareholders holding 2% or more shareholding), promoters,
Mindspace, Link Road,
institutional investors, directors, key managerial personnel,
Malad - (West), Mumbai - 400 064, India
the Chairpersons of the Audit Committee, Nomination &
Tel : +91-22-66660888
Remuneration Committee and Stakeholders Relationship
Fax: +91-22-66660887
Committee, auditors, etc. can attend the 19th AGM without
www.firstsource.com
any restriction on account of first-come first-served principle.
Email: complianceofficer@firstsource.com
g. Attendance of the Members participating in the 19th AGM
through VC/ OAVM Facility shall be counted for the purpose
May 26, 2020
of reckoning the quorum under Section 103 of the Act.

h. Pursuant to the provisions of Section 108 of the Act read with Dividend
• Enter the Dividend Bank Details or Date of Birth
Rule 20 of the Companies (Management and Administration) Bank
(in dd/mm/yyyy format) as recorded in your
Rules, 2014 (as amended), Secretarial Standard on General Details
demat account or in the company records in
Meetings (SS-2) issued by the Institute of Company OR Date
order to login.
Secretaries of India (“ICSI”) and Regulation 44 of Listing of Birth
Regulations read with MCA Circulars and SEBI Circular, the (DOB) • If both the details are not recorded with the
Company is providing remote e-voting facility to its Members depository or company please enter the member
in respect of the business to be transacted at the 19th AGM id / folio number in the Dividend Bank details
and facility for those Members participating in the 19th AGM field as mentioned in instruction (v).
to cast vote through e-voting system during the 19th AGM.
(ix) After entering these details appropriately, click
i. In line with the MCA Circulars and SEBI Circular, the Notice
on “SUBMIT” tab.
of the 19th AGM will be available on the website of the
Company at www.firstsource.com, on the websites of NSE (x) Shareholders holding shares in physical form will then directly
www.nseindia.com and BSE www.bseindia.com and also on reach the Company selection screen. However, shareholders
the website of CDSL at www.evotingindia.com. holding shares in demat form will now reach ‘Password
Creation’ menu wherein they are required to mandatorily
2. Instructions for Members for Remote e-voting are as under:
enter their login password in the new password field. Kindly
(i) The voting period begins on Friday, July 17, 2020 at 9:00 a.m. note that this password is to be also used by the demat holders
and ends on Monday, July 20, 2020 at 5:00 p.m. During this for voting for resolutions of any other company on which
period shareholders’ of the Company, holding shares either they are eligible to vote, provided that company opts for
in physical form or in dematerialized form, as on the cut-off e-voting through CDSL platform. It is strongly recommended
date Tuesday, July 14, 2020 may cast their vote electronically. not to share your password with any other person and take
The remote e-voting module shall be disabled by CDSL for utmost care to keep your password confidential.
voting thereafter.
(xi) For shareholders holding shares in physical form, the details
(ii) Shareholders who have already voted prior to the meeting can be used only for e-voting on the resolutions contained
date would not be entitled to vote at the meeting. in this Notice.
(iii) The shareholders should log on to the e-voting website www. (xii) Click on the EVSN: 200621002.
evotingindia.com.
(xiii) On the voting page, you will see “RESOLUTION DESCRIPTION”
(iv) Click on “Shareholders” module. and against the same the option “YES/NO” for voting. Select
the option YES or NO as desired. The option YES implies that
(v) Now enter your User ID
you assent to the Resolution and option NO implies that you
a. For CDSL: 16 digits beneficiary ID, dissent to the Resolution.
b. For NSDL: 8 Character DP ID followed by 8 (xiv) Click on the “RESOLUTIONS FILE LINK” if you wish to view the
Digits Client ID, entire Resolution details.
c. Shareholders holding shares in Physical Form should (xv) After selecting the resolution you have decided to vote on,
enter Folio Number registered with the Company. click on “SUBMIT”. A confirmation box will be displayed. If you
wish to confirm your vote, click on “OK”, else to change your
(vi) Next enter the Image Verification as displayed and
vote, click on “CANCEL” and accordingly modify your vote.
Click on Login.
(xvi) Once you “CONFIRM” your vote on the resolution, you will
(vii) If you are holding shares in demat form and had logged on
not be allowed to modify your vote.
to www.evotingindia.com and voted on an earlier e-voting of
any company, then your existing password is to be used. (xvii) You can also take a print of the votes cast by clicking on “Click
here to print” option on the Voting page.
(viii) If you are a first time user follow the steps given below:
(xviii) If a demat account holder has forgotten the login password
For Shareholders holding shares in Demat Form and then Enter the User ID and the image verification code
Physical Form and click on Forgot Password & enter the details as
PAN • Enter your 10 digit alpha-numeric *PAN prompted by the system.
issued by Income Tax Department (Applicable
(xix) Shareholders can also cast their vote using CDSL’s mobile
for both demat shareholders as well as
app “m-Voting”. The m-Voting app can be downloaded from
physical shareholders)
respective Store. Please follow the instructions as prompted
• Shareholders who have not updated their PAN by the mobile app while Remote Voting on your mobile.
with the Company/Depository Participant are
requested to use the sequence number which
is printed on Postal Ballot/ Attendance Slip
indicated in the PAN field.

PROCESS FOR THOSE SHAREHOLDERS WHOSE INSTRUCTIONS FOR SHAREHOLDERS FOR E-VOTING
EMAIL ADDRESSES ARE NOT REGISTERED WITH THE DURING THE AGM ARE AS UNDER:
DEPOSITORIES FOR OBTAINING LOGIN CREDENTIALS
a. The procedure for e-voting on the day of the AGM is same as
FOR E-VOTING FOR THE RESOLUTIONS PROPOSED IN
the instructions mentioned above for Remote e-voting.
THIS NOTICE:
b. Only those shareholders, who are present in the AGM
a. For Physical shareholders - please provide necessary details
through VC/ OAVM facility and have not casted their vote on
like Folio No., Name of shareholder, scanned copy of the
the Resolutions through remote e-voting and are otherwise
share certificate (front and back), PAN (self-attested scanned
not barred from doing so, shall be eligible to vote through
copy of PAN card), AADHAR (self-attested scanned copy of
e-voting system available during the AGM.
Aadhar Card) by email to our Registrar & Share Transfer
Agent at fsl@3i-infotech.com. c. If any votes are cast by the shareholders through the e-voting
available during the AGM and if the same shareholders have
b. For Demat shareholders - please provide Demat account
not participated in the meeting through VC/ OAVM facility,
detials (CDSL-16 digit beneficiary ID or NSDL-16 digit DPID +
then the votes cast by such shareholders shall be considered
CLID), Name, client master or copy of Consolidated Account
invalid as the facility of e-voting during the meeting is
statement, PAN (self-attested scanned copy of PAN card),
available only to the shareholders attending the meeting.
AADHAR (self-attested scanned copy of Aadhar Card) to our
Registrar & Share Transfer Agent at fsl@3i-infotech.com. d. Shareholders who have voted through remote e-voting will
be eligible to attend the AGM. However, they will not be
c. The Company/ RTA shall co-ordinate with CDSL and provide
eligible to vote at the AGM.
the login credentials to the above mentioned shareholders.
e. Note for Non – Individual Shareholders and Custodians:
INSTRUCTIONS FOR SHAREHOLDERS ATTENDING THE
• Non-Individual shareholders (i.e. other than Individuals,
19TH AGM THROUGH VC/OAVM ARE AS UNDER:
HUF, NRI etc.) and Custodians are required to log on to
I. Shareholder will be provided with a facility to attend the www.evotingindia.com and register themselves in the
AGM through VC/ OAVM through the CDSL e-voting system. “Corporates” module.
Shareholders may access the same at www.evotingindia.
• A scanned copy of the Registration Form bearing the stamp
com under shareholders/members login by using the remote
and sign of the entity should be emailed to helpdesk.
e-voting credentials. The link for VC/ OAVM will be available
evoting@cdslindia.com.
in shareholder/ members login where the EVSN of Company
will be displayed. • After receiving the login details a Compliance User should be
created using the admin login and password. The Compliance
II. Shareholders are encouraged to join the Meeting through
User would be able to link the account(s) for which they
Laptops/ IPads for better experience.
wish to vote on.
III. Further shareholders will be required to allow Camera and
• The list of accounts linked in the login should be mailed to
use Internet with a good speed to avoid any disturbance
helpdesk.evoting@cdslindia.com and on approval of the
during the meeting.
accounts they would be able to cast their vote.
IV. Please note that Participants Connecting from Mobile
• A scanned copy of the Board Resolution and Power of
Devices or Tablets or through Laptop connecting via Mobile
Attorney (POA) which they have issued in favour of the
Hotspot may experience Audio/ Video loss due to fluctuation
Custodian, if any, should be uploaded in PDF format in the
in their respective network. It is therefore recommended to
system for the scrutinizer to verify the same.
use Stable Wi-Fi or LAN Connection to mitigate any kind of
aforesaid glitches. • Alternatively Non Individual shareholders are required to
send the relevant Board Resolution/ Authority letter etc.
V. Shareholders who would like to express their views/ ask
together with attested specimen signature of the duly
questions during the meeting may register themselves as a
authorized signatory who are authorized to vote, to the
speaker by sending their request in advance atleast 48 hours
Scrutinizer at the email address viz; scrutinisers@mmjc.
prior to meeting mentioning their name, demat account
in if they have voted from individual tab & not uploaded
number/ folio number, email id, mobile number at fsl@3i-
same in the CDSL e-voting system for the scrutinizer to
infotech.com. The shareholders who do not wish to speak
verify the same.
during the AGM but have queries may send their queries in
atleast 48 hours prior to meeting mentioning their name, In case you have any queries or issues regarding e-voting, you may
demat account number/ folio number, email id, mobile refer the Frequently Asked Questions (“FAQs”) and e-voting manual
number at fsl@3i-infotech.com. These queries will be replied available at www.evotingindia.com, under help section or write an
to by the Company suitably by email. email to helpdesk.evoting@cdslindia.com or call 1800225533.
VI. Those shareholders who have registered themselves as All grievances connected with the facility for voting by electronic
a speaker will only be allowed to express their views/ask means may be addressed to Mr. Rakesh Dalvi, Manager, CDSL, A
questions during the meeting. Wing, 25th Floor, Marathon Futurex, Mafatlal Mill Compounds,

N M Joshi Marg, Lower Parel (East), Mumbai - 400013 or send an The results shall also be immediately forwarded to the
email to helpdesk.evoting@cdslindia.com or call 1800225533. Stock Exchanges.
Other Guidelines for Members: 3. Pursuant to the MCA Circulars and SEBI Circular, in view of
a. The voting rights of Members shall be in proportion to their the prevailing situation, owing to the difficulties involved in
share in the paid up equity share capital of the Company as dispatching of physical copies of the Notice of the 19th AGM
on the cut-off date of Tuesday, July 14, 2020. and the Annual Report for the financial year ended March
31, 2020 including therein the Audited Financial Statements
b. Any person, who acquires shares of the Company and
for the financial year ended March 31, 2020 are being sent
becomes Member of the Company after the Company sends
only by email to the Members. Therefore, those Members,
the Notice of the 19th AGM by email and holds shares as on
whose email address is not registered with the Company or
the cut-off date i.e. Tuesday, July 14, 2020, may obtain the
with their respective Depository Participant/s, and who wish
User ID and password by sending a request to Registrar &
to receive the Notice of the 19th AGM and the Annual Report
Share Transfer Agents at fsl@3i-infotech.com. However, if
for the financial year ended March 31, 2020 and all other
you are already registered with CDSL for remote e-voting
communication sent by the Company, from time to time,
then you can use your existing user ID and password for
can get their email address registered by following the steps
casting your vote. If you forgot your password, you can reset
as given below:
your password by using “Forgot User Details/Password?” or
“Physical User Reset Password?” option available on www. a. For Members holding shares in physical form, please
evotingindia.com. send scan copy of a signed request letter mentioning
your folio number, complete address, email address to
c. A person, whose name is recorded in the Register of Members
be registered along with scanned self-attested copy of
or in the Register of Beneficial Owners maintained by the
the PAN and any document (such as Driving Licence,
depositories as on the cut-off date only shall be entitled to
Passport, Bank Statement, AADHAR) supporting the
avail the facility of remote e-voting or casting vote through
registered address of the Member, by email to Registrar
e-voting system during the meeting.
& Share Transfer Agents at fsl@3i-infotech.com.
d. Mr. Makarand Joshi (Certificate of Practice No. 3662) , failing
b. For the Members holding shares in demat form, please
him, Ms. Kumudini Bhalerao (Certificate of Practice No.
update your email address through your respective
6690), Partners of M/s. Makarand M. Joshi & Co., Practising
Depository Participant/s.
Company Secretaries (email: scrutinisers@mmjc.in), has
been appointed as the Scrutinizer to scrutinize the remote 4. The Notice of the 19th AGM and the Annual Report for the
e-voting process and casting vote through the e-voting financial year ended March 31, 2020 including therein the
system during the meeting in a fair and transparent manner. Audited Financial Statements for the financial year ended
March 31, 2020 will be available on the website of the
e. During the 19th AGM, the Chairman shall, after response
Company at www.firstsource.com and the websites of NSE
to the questions raised by the Members in advance or
at www.nseindia.com and BSE at www.bseindia.com. The
as a speaker at the 19th AGM, formally propose to the
Notice of 19th AGM will also be available on the website of
Members participating through VC/OAVM Facility to vote
CDSL at www.evotingindia.com.
on the resolutions as set out in the Notice of the 19th AGM
and announce the start of the casting of vote through the 5. Corporate members intending to send their authorized
e-voting system. After the Members participating through representatives to attend the 19th Annual General Meeting
VC/OAVM Facility, eligible and interested to cast votes, have (“AGM”) are requested to send a certified true copy of
cast the votes, the e-voting will be closed with the formal the appropriate resolution/ authority, as applicable,
announcement of closure of the 19th AGM. authorising their representatives to attend and vote on their
behalf at the AGM.
f. The Scrutinizer shall after the conclusion of e-voting at the
19th AGM, first download the votes cast at the AGM and i. The Register of Members and Share Transfer Books of the
thereafter unblock the votes cast through remote e-voting Company will remain closed from Wednesday, July 15, 2020
and shall make a consolidated scrutinizer’s report of the to Tuesday, July 21, 2020 (both days inclusive) for the purpose
total votes cast in favour or against, invalid votes, if any, of the Annual General Meeting.
and whether the resolution has been carried or not, and
j. As per Regulation 40 of SEBI Listing Regulations, as amended,
such Report shall then be sent to the Chairman or a person
securities of listed companies can be transferred only in
authorized by him, within forty eight (48) hours from the
dematerialized form with effect from April 1, 2019, except in
conclusion of the 19th AGM, who shall then countersign and
case of request received for transmission or transposition of
declare the result of the voting forthwith.
securities. In view of this and to eliminate all risks associated
g. The Results declared along with the report of the Scrutinizer with physical shares and for ease of portfolio management,
shall be placed on the website of the Company at www. members holding shares in physical form are requested to
firstsource.com, the websites of NSE at www.nseindia.com consider converting their holdings to dematerialized form.
and BSE at www.bseindia.com and on the website of CDSL Members can contact the Company or Company’s Registrars
at www.evotingindia.com, immediately after the declaration and Transfer Agents, 3i Infotech Limited for assistance
of Results by the Chairman or a person authorized by him. in this regard.

k. Members whose shareholding is in electronic mode the DP will then be automatically reflected in the Company’s
are requested to direct change of address notification records which will help the Company and its Transfer Agents
and updates of bank account details to their respective to provide efficient and better services. The Company or its
depository participant/(s). Members are requested to utilise Registrars cannot act on any such requests received directly
the Electronic Clearing System (ECS) for receiving dividends. from the members holding shares in electronic form.
l. SEBI has decided that securities of listed companies can s. To prevent fraudulent transactions, members are advised to
be transferred only in dematerialised form and therefore exercise due diligence and notify the Company of any change
members are requested to note that to avail various benefits in address or demise of any member as soon as possible.
of dematerialisation, members are advised to dematerialise Members are also advised not to leave their demat account/
shares held by them in physical form. (s) dormant for long. Periodic statement of holdings should
m. Members are requested to address all correspondence, be obtained from the concerned Depository Participants and
including on matters relating to dividends, to the Registrar holdings should be verified.
and Share Transfer Agents, 3i Infotech Limited Tower # 5, 3rd t. Pursuant to the requirements of SEBI (Listing Obligations
to 6th Floor, International Infotech Park, Vashi, Navi Mumbai and Disclosure Requirements) Regulations, 2015, the
– 400 703 or can email at fsl@3i-infotech.com. information/ brief profiles about the Directors proposed
n. Members are requested to note that, dividends, if not to be appointed/ re-appointed at the AGM are given in the
encashed for a consecutive period of 7 years from the date Annexure to this Notice.
of transfer to Unpaid Dividend Account of the Company, u. Members desirous of getting any information about the
are liable to be transferred to the Investor Education and accounts and operations of the Company are requested to
Protection Fund (“IEPF”). The shares in respect of such write to the Company atleast 7 days before the AGM to enable
unclaimed dividends are also liable to be transferred to the the Company to keep the information ready at the AGM.
demat account of the IEPF Authority. In view of this, Members/
Claimants are requested to claim their dividends from the EXPLANATORY STATEMENT PURSUANT TO THE
Company, within the stipulated timeline. The Members, PROVISIONS OF SECTION 102 OF THE COMPANIES ACT,
whose unclaimed dividends/ shares have been transferred 2013
to IEPF, may claim the same by making an application to the
IEPF Authority, in Form No. IEPF-5 available on www.iepf.gov. Item No. 4
in. The Members/ Claimants can file only one consolidated Ms. Grace Koshie was appointed as an Independent Director by
claim in a financial year as per the IEPF Rules For details. the Board of Directors of the Company pursuant to the provisions
of Section 149 of the Companies Act, 2013 (“Act”) read with
o. Members wishing to claim dividends that remain unclaimed the Companies (Appointment and Qualification of Directors)
are requested to correspond with the Registrar and Share Rules, 2014 (“Rules”) and SEBI Listing Regulations. Nomination &
Transfer Agent as mentioned above. Members are requested Remuneration Committee of the Board of Directors, on the basis
to note that dividends that are not claimed within seven years of the report of performance evaluation of Independent Directors,
from the date of transfer to the Company’s Unpaid Dividend has recommended re-appointment of Ms. Grace Koshie as an
Account, will, as per Section 124 of the Act, be transferred to Independent Director for three (3) consecutive years on the Board
the Investor Education and Protection Fund (IEPF). of the Company upto February 8, 2023.
p. The Explanatory Statement pursuant to Section 102(1) of the The Board, based on the performance evaluation of Independent
Companies Act, 2013 in respect of the Special businesses Directors and as per the recommendation of the Nomination &
under the Notice is amended hereto. All documents referred Remuneration Committee, considers that, given her background
to in the Notice will also be available for electronic inspection and experience and contributions made by her during her tenure,
without any fee by the members. Members seeking to inspect the continued association of Ms. Grace Koshie would be beneficial
such documents can send an email to complianceofficer@ to the Company and, accordingly, it is desirable to continue to avail
firstsource.com. The Board of Directors of the Company her service as an Independent Director.
at its meeting held on May 26, 2020 considered that the
special business under Item Nos. 4, 5 & 6, being considered Accordingly, it is proposed to re-appoint Ms. Grace Koshie as an
unavoidable, be transacted at the 19th AGM of the Company. Independent Director of the Company, not liable to retire by
rotation and to hold office for three (3) consecutive years on the
q. In case of joint holders attending the AGM, only such
Board of the Company upto February 8, 2023. Section 149 of the
joint holder who is higher in the order of names will be
Act and provisions of the SEBI Listing Regulations inter alia prescribe
entitled to vote.
that an Independent Director of a Company shall meet the criteria
r. Members holding shares in electronic (dematerialised) form of independence as provided in Section 149(6) of the Act. Section
are advised to send the request/(s) for change pertaining 149(10) of the Act provides that an independent director shall
to their bank details, National Electronic Clearing Service hold office for a term up to five consecutive years on the Board
(NECS), Electronic Clearing Service (ECS), Mandates, and shall be eligible for re-appointment on passing a special
Nomination, Power of Attorney, Change of Address, Change resolution by the Company and disclosure of such appointment in
of Name, Email Address, Contact Numbers etc. to their its Board’s report. Section 149(11) provides that an independent
respective Depository Participant (DP). Changes intimated to director may hold office up to two consecutive terms. Ms. Grace

Koshie is not disqualified from being appointed as Director in terms Brief resume of Mr. Pradip Kumar Khaitan is given in the
of Section 164 of the Act and has given her consent to act as an Annexures hereto.
Independent Director.
Mr. Pradip Kumar Khaitan may be deemed to be concerned or
Brief resume of Ms. Grace Koshie is given in the Annexure to this interested in the resolution for continuing his appointment. None of
Notice. Ms. Grace Koshie has given a declaration to the Board that the other Directors and Key Managerial Personnel of the Company
she meets the criteria of independence as provided under Section or their relatives is concerned or interested in the Resolution in the
149(6) of the Act. In the opinion of the Board, Ms. Grace Koshie has accompanying Notice.
fulfilled the conditions specified in the Act and the Rules framed
The Board recommends the agenda as set out at Item No. 5 of the
thereunder for appointment as an Independent Director and is
Notice for approval of the Members.
independent of the management.
Item No. 6
Copy of the draft letter of appointment of Ms. Grace Koshie, setting The Company consistently believes in the philosophy of creating
out the terms and conditions of appointment is available for entrepreneurial teams to operate its businesses and create superior
inspection by members at the Registered Office of the Company. shareholder return. It would be implemented keeping in view the
Ms. Grace Koshie may be deemed to be concerned or interested incentivization requirements of the key employees through equity
in the resolution for continuing her appointment. None of the based compensation. It is imperative that the current team led by
other Directors and Key Managerial Personnel of the Company or Mr. Vipul Khanna, Managing Director & CEO has substantial interest
their relatives is concerned or interested in the Resolution in the in the business and for that reason grant of Employee Stock Options
accompanying Notice. exceeding 1% of the issued capital (excluding outstanding warrants
and conversions) has been proposed to retain and incentivize
The Board recommends the agenda as set out at Item No. 4 of the driving performance leading to improved corporate growth
Notice for approval of the Members. and profitability and in view of Regulation 6 of the Securities
Item No. 5 and Exchange Board of India (Share Based Employee Benefits)
As per the Report submitted by Uday Kotak Committee to Securities Regulations, 2014 the same requires shareholder’s approval.
and Exchange Board of India (SEBI) on recommendation for Members are requested to note that in view of the Shareholder’s
amendments to SEBI Listing Regulations SEBI vide its Notification approval via postal ballot on 11th January 2020 through a special
dated May 9, 2018 notified Securities and Exchange Board of India resolution wherein it was approved that the Managing Director
(Listing Obligations And Disclosure Requirements) (Amendment) & CEO shall be entitled to participate in the equity based Long
Regulations, 2018. Term Incentive Scheme (“LTI”) of the Company, accordingly
The said Amendment Regulation also includes amendment in the Nomination & Remuneration Committee on February 28,
Regulation 17 of the said SEBI Listing Regulations wherein a new 2020 has granted the below mentioned Employee Stock Options
Sub Regulation 17(1A) has been introduced w.e.f. April 1, 2019 under Firstsource Solutions Limited Employee Stock Option
which reads as under: Plan 2019 to Managing Director & CEO, subject to all applicable
compliances/ approvals:
“No listed entity shall appoint a person or continue the directorship
of any person as a non-executive director who has attained the A. Grants under Tenure Based Structure :
age of seventy five (75) years unless a special resolution is passed No. of Stock Options Vesting Date Vesting Conditions
to that effect, in which case the explanatory statement annexed 1,186,624 October 1, 2021 Continued employment
to the notice for such motion shall indicate the justification for
appointing such a person.”
Mr. Pradip Kumar Khaitan, Non-Executive Non-Independent B. Grants under Performance Based Structure:
Director has been associated with the Company since November 14, No. of Stock Options Vesting Date Vesting Conditions
2014 and has attained the age of more than seventy five (75) years. 8,159,614 October 1, 2023 Achievement of Profits
As per the aforementioned regulation, approval from the members Before Tax **
by way of a Special Resolution is required to enable him to continue ** Performance period may be further defined in consultation
as Director after April 1, 2019. with the Nomination & Remuneration Committee
Mr. Pradip Kumar Khaitan is hugely experienced in corporate In the background above, approval of the members is being
matters and has been actively involved in all matters brought before sought for the issue of so much of the Employee Stock
the Board of Directors of the Company (‘the Board’) from time to Options to the aforesaid personnel, in one or more tranches,
time. His advice has always benefited the Company and the Board. exercisable into Equity Shares of the Company being equal
to or exceeding 1% of the Issued Capital of the Company
In view of the aforesaid regulation, the Board and its Nomination
exercisable within a period of 1 year from the date of vesting.
& Remuneration Committee have recommended appropriate
Resolution for continuation of appointment of Mr. Pradip Kumar None of the Directors, Key Managerial Personnel of
Khaitan as Non-Executive, Non-Independent Director. the Company including their relatives are interested or

concerned in the resolution except to the extent and manner
set out in the resolution. ANNEXURE TO THE NOTICE
The Board recommends the agenda as set out at Item No. 6
BRIEF PROFILE OF PERSON PROPOSED TO BE APPOINTED/
of the Notice for approval of the Members.
REAPPOINTED AS DIRECTOR AT THE ENSUING ANNUAL GENERAL
By Order of the Board of Directors MEETING
Ms. Grace Koshie:

Ms. Grace Koshie (DIN 06765216), 67 years, is a post graduate in
Pooja Nambiar
Economics with specialisation in Econometrics and Monetary
Company Secretary & Compliance Officer
Economics with a Diploma in Higher Education from the
ACS No.: 14055
Mumbai University.
CIN: L64202MH2001PLC134147 She was the Chief General Manager & Secretary to the Central
Registered Office: Board of the Reserve Bank of India for over eight years. Earlier she
5th Floor, Paradigm ‘B’ Wing, was head of the Foreign Exchange Department.
Mindspace, Link Road,
As career central banker for nearly 37 years she was also closely
Malad - (West), Mumbai - 400 064, India
involved with the administration of financial services regulation
Tel : +91-22-66660888
in a number areas as well as people, technology, and systems
Fax: +91-22-66660887
related upgrades in the Bank. She was a member of the Task Force
www.firstsource.com
entrusted with the RBI’s first Strategic Plan in the early ‘90s. She has
Email: complianceofficer@firstsource.com
also participated in professional seminars and training programmes
at leading institutions in India and overseas. She has also served as
May 26, 2020 the RBI nominee Director on the boards of two Public Sector Banks.
Before joining RBI she was a Lecturer in Economics at the Sophia
College, Mumbai. After leaving the RBI at end of 2012, she was a
speaker at the central banking seminars, UK for a number of years.
Since November 2013 she has been serving as an Independent
Director on the Board Federal Bank and in November 2019 was
appointed as the Non Executive Chairperson of the Federal Bank
for a period of two years. Also, she has been appointed as an
Independent Director on the Board of CESC Ventures Limited w.e.f.
November 14, 2018.
She is holding Memberships of the following Committees across all
Public Limited companies, in which she is Director:
Name of the Company Name of the Committee Position held

(Chairperson/Member)
The Federal Bank 1. Audit Committee Member

Limited 2. Nomination, Member
Remuneration, Ethics
& Compensation
Committee
3. Customer Service, Member
Marketing Strategy
and Digital Banking
Committee
4. Special Committee Member
of the Board for
monitoring and follow
up of cases of Frauds
Firstsource Solutions 1. Audit Committee Chairperson
Limited 2. Risk Management Member
Committee
CESC Ventures Limited 1. Audit Committee Member
2. Nomination & Member
Remuneration
Committee

Ms. Koshie does not hold any shares or stock options of the Name of the Company Name of the Committee Position held
Company. She is not related to any other Director of the (Chairman/Member)
Company. She attended four (4) Board Meetings of the Company
during the FY2019-20. Electrosteel Casting Nomination & Member
Limited Remuneration Committee
Mr. Pradip Kumar Khaitan Audit Committee Member
Mr. Pradip Kumar Khaitan (DIN 00004821), aged 79 years, is a Corporate Social Member
B.Com, LL.B. and Attorney-at-law (Bell Chambers Gold Medalist). Responsibility Committee
He has professional Affiliations with Bar Council of India, Bar Graphite India Limited Stakeholders Relationship Member
Council of West Bengal, Indian Council of Arbitration, New Delhi Committee
and Incorporated Law Society of Calcutta. Mr. Khaitan is the Senior Nomination & Chairman
Remuneration Committee
Partner of Khaitan & Co. and is widely regarded as amongst the
Committee for Borrowings Member
most influential legal practitioners in India. With over 50 years of India Glycols Limited Audit Committee Chairman
experience, Mr. Khaitan has advised on a wide range of transactions. Nomination & Chairman
Mr. Khaitan’s practice includes advising domestic business houses Remuneration Committee
and International Corporations, Banks, Development Agencies CSR Committee Member
and Governments on all aspects of commercial and corporate Committee of Directors Member
laws, taxation, joint ventures, IPOs, mergers & demergers, Ethics Committee Chairman
Risk Management Member
corporate governance, restructuring and insolvency issues. He
Committee
regularly advises on strategic decisions and sensitive commercial
Stakeholders Relationship Chairman
and legal issues.
Committee
Mr. Khaitan is a Director on the Board of Directors of several public Woodlands Share Allotment Chairman
listed Companies in India namely CESC Limited, Dalmia Bharat Multispeciality Hospital Committee
Limited, Electrosteel Castings Limited, Emami Limited, Graphite Limited Audit Committee Member
Nomination & Member
India Limited, India Glycols Limited, and Woodlands Multispeciality
Hospital Limited.
Mr. Khaitan does not hold any shares or stock options of the
He is holding Memberships of the following Committees across all
Company. He is not related to any other Director of the Company.
Public Limited companies, in which he is Director:
He attended three (3) Board Meetings during the FY2019-20.
Name of the Company Name of the Committee Position held
(Chairman/Member)
CESC Limited Nomination & Member

Finance & Forex Member
Committee
Risk Management Chairman
Committee
Project Management Member
Committee
Restructuring Committee Member
Dalmia Bharat Audit Committee Member
Limited (Erstwhile Nomination & Member
Odisha Cement Remuneration Committee
Limited) Group Governance Member
Committee

Corporate Information
REGISTERED OFFICE
Firstsource Solutions Limited Corporate Social Responsibility Committee
CIN: L64202MH2001PLC134147 Shashwat Goenka, Chairman
5th Floor, Paradigm ‘B’ Wing, Vipul Khanna
Mindspace, Link Road, Malad (West), Pradip Roy
Mumbai – 400 064, India. Subrata Talukdar
www.firstsource.com
Risk Management Committee
Shashwat Goenka, Chairman
STATUTORY AUDITORS
Vipul Khanna
Deloitte Haskins & Sells LLP
Grace Koshie
Dinesh Jain
Tower 3, 32nd Floor, India Bulls Finance Centre,
Arun Tyagi
Elphinstone Mill Compound,
Senapati Bapat Road, Elphinstone Road (West), Investment Committee
Mumbai – 400 013, India. Shashwat Goenka, Chairman
Vipul Khanna
BOARD OF DIRECTORS Subrata Talukdar
Dr. Sanjiv Goenka, Chairman
Strategy Committee
Rajesh Subramaniam, MD & CEO (ceased to be a
Shashwat Goenka, Chairman
Director w.e.f. August 1, 2019)
Vipul Khanna
Vipul Khanna, Managing Director & CEO
Subrata Talukdar
(appointed w.e.f. August 2, 2019)
Pradipkumar Khaitan, Non-Executive Director
MAJOR BANKERS
Shashwat Goenka, Non-Executive Director
1. Bank of Philippines, Islands
Subrata Talukdar, Non-Executive Director
2. Barclays Bank Plc
Grace Koshie, Independent Director
3. Citibank, N.A.
Pradip Roy, Independent Director
4. DBS Bank India Limited
V. K. Sharma, Independent Director (up to November 13, 2019)
5. HDFC Bank Limited
Pratip Chaudhuri, Independent Director (w.e.f. April 1, 2019)
6. HSBC Bank Limited
Sunil Mitra, Independent Director (w.e.f. April 1, 2019)
7. ICICI Bank Limited
Charles Richard Vernon Stagg, Independent Director
8. IDFC First Bank
(w.e.f. May 6, 2019)
9. Standard Chartered Bank
10. RBL Bank Limited
COMPANY SECRETARY & COMPLIANCE OFFICER
Pooja Nambiar
COMMITTEE DETAILS
Audit Committee
Grace Koshie, Chairperson
Pradip Roy
Sunil Mitra
Subrata Talukdar
Nomination and Remuneration Committee

Pradip Roy, Chairman
Pratip Chaudhuri
Subrata Talukdar
Stakeholders Relationship Committee

Subrata Talukdar, Chairman
Vipul Khanna
Pradip Roy
5th Floor, Paradigm ‘B’ Wing, Mindspace, Link Road,
Malad (West), Mumbai 400 064, India
CIN: L64202MH2001PLC134147

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2019-20

Performance Highlights: FY20

` 40,986 Mn ` 4,437 Mn ` 3,397 Mn

Firstsource Solutions Limited is a leading player in the Business Process

` 41 Billion 100+ 4 Countries 21,000+

COMPREHENSIVE SUITE OF SERVICES

Customer Back-Office Collections and Intelligent Analytics

2 | Digital First, Digital Now.

Annual Report 2019-20 | 3

Our Business Verticals

We have strong capabilities to grow within the verticals in which we operate.

Banking and Financial Services

4 | Digital First, Digital Now.

COMMERCIAL BANKS, RETAIL BANKS AND COLLECTIONS AND RECOVERIES

Low mortgage rates are likely to keep housing demand buoyant

Annual Report 2019-20 | 5

In Healthcare, we cater to the following segments:

6 | Digital First, Digital Now.

Communications, Media and Technology

We operate in the following segments in this

Streaming services Cable TV, Broadband

WE WORK WITH Consumer Tech E-Commerce

Traditional Cable TV companies are witnessing

Annual Report 2019-20 | 7

We cater to the following segments

8 | Digital First, Digital Now.

Our digital solutions spanning Analytics and AI,

Annual Report 2019-20 | 9

REVENUE OPERATING EBITDA

FY20 40,986 FY20 6,289

OPERATING MARGIN PROFIT AFTER TAX

FY20 4,437 FY20 3,397

10 | Digital First, Digital Now.

REVENUE CONTRIBUTION BY REVENUE CONTRIBUTION BY

FY20 61.4 37.2 1.4 FY20 41.3 23.6 32.7 2.4

FY18 53.6 43.6 2.8 FY18 29.2 33.9 36.8 0.1

India Rest of the World Healthcare Others

REVENUE CONTRIBUTION BY REVENUE/ EMPLOYEE

FY20 40.0 32.9 10.9 16.2 FY20 1.93

FY18 55.0 37.0 8.0 FY18 1.89

FY17 55.8 33.0 11.2 FY17 1.37

* Till FY2018, Mortgage was part of Customer Management segment

Message from the Chairman

Driven by strong momentum in the With uncertainty looming large, we

We thank all our stakeholders and seek

that can be said with certainty is that the

Notwithstanding the negative impact

12 | Digital First, Digital Now.

Message from the

Annual Report 2019-20 | 13

DR. SANJIV GOENKA VIPUL KHANNA PRADIP KUMAR KHAITAN

SHASHWAT GOENKA SUBRATA TALUKDAR GRACE KOSHIE

PRADIP ROY PRATIP CHAUDHURI SUNIL MITRA

14 | Digital First, Digital Now.

VIPUL KHANNA DINESH JAIN VENKAT RAMAN

VENKATGIRI VANDALI SIDDHARTH PARASHAR ANSHUL VERMA

ARJUN MITRA AUVESE PASHA SOMA PANDEY

SUNDARA SUKAVANAM RAJLAKSHMI RAGHAVAN

Annual Report 2019-20 | 15