Québec Exceptions, Offers and Complaints Process

Credit lock

Consumers in Quebec have the right to place a lock on their Equifax credit report, which can help prevent fraud and identity theft as a result of the Credit Assessment Agents Act (the “Act”).

As of February 1, 2023, as a resident of Quebec, you may place, suspend or revoke a credit lock on your Equifax credit report on myEquifax.

When a lock is active on your Equifax credit report, Equifax will not deliver it or related products (e.g. scores, information from your credit report etc.) to any requestor we know will use it to:

• Enter into a credit contract with you
• Extend you credit
• Increase your credit
• Entering into a long-term contract for a lease of good (e.g. a car loan) with you; or
• Entering into a contract involving sequential performance for a service provided at a distance with you (e.g. a payment plan for a cell phone or a product whereby a service is provided upfront and the payment is made at a later date)

If you have more questions, please visit our FAQ page.

Identity Theft Insurance

For residents of Quebec, the identity theft insurance feature underwritten by American Bankers Insurance Company of Florida or its affiliates is not included in your Product purchase. However, if you purchased your Product before January 27, 2021, if you received your product by using a redemption code, or if you are redeeming a code, you will still be eligible for coverage and the feature will continue to be included in your Product.

Where identity theft insurance is included, the insurance limits are different depending on the Product. These identity theft insurance benefits are provided under master group policies issued to Equifax for the benefit of its Members. The complete insurance policies are available from us on request. The insurance provider administers all claims, and we shall have no responsibility with respect to such identity theft benefit.

Please click here to view the policy summary of benefits for policies providing an aggregate limit of insurance of up to $1,000,000.

Complaints and Dispute Resolution Process

What is the Difference Between a Complaint and a Dispute?

Dispute Process
It is important to all of us that the information on your Equifax credit report is as accurate as possible. There is no charge for any consumer in Canada to let us know that something doesn’t look right on your credit report. We will work with you to investigate and update your credit report as applicable through our dispute process.

Complaint Process for Québec Residents
Equifax manages Québec consumer Complaints in accordance with the requirements of the Québec Credit Assessments Agent Act (“Act”) and the Guidelines applicable to Credit Assessment Agents (“GCAA”) issued by the Autorité des marchés financiers (“AMF”). The Equifax Policy for Québec Complaints Handling and Dispute Resolution defines a Complaint as: any reproach or dissatisfaction in respect of a practice related to the obligations of Equifax outlined in the Act and GCAA, communicated by any person, regarding a record that Equifax maintains.

In other words, a Complaint under the Act and GCAA must be related to dissatisfaction or challenges with execution of one or more of the rights granted to consumers under the Act, which include the ability to:

• Access Equifax credit report and score online;
• Place a security alert on your credit report (ID alert or fraud warning);
• Enable, disable or suspend credit lock; and
• Place an explanatory note on your Equifax credit report (consumer statement).

Equifax does not consider the following types of requests as Complaints under the Act and such requests are not subject to the specific steps outlined below for qualifying Complaints:

• A request for information about an Equifax product or service;
• Billing or other issues related to paid Equifax products or services;
• An initial request for a copy of an Equifax credit report;
• A request for access or rectification made in accordance with applicable privacy legislation, including the Act respecting the protection of personal information in the private sector;
• An initial request for the correction of a consumer's credit report (i.e., dispute);
• Dissatisfaction around the calculation and/or outcome of Equifax credit scores; and
• General comments or feedback about Equifax.

How Do I Know If I Have a Dispute Or a Complaint?
A dispute is the process available to all consumers in Canada to notify Equifax that something doesn’t look right on your credit report. A Complaint is the process available to residents of Québec who have experienced an issue with one of the 4 following rights:

• Access Equifax credit report and score online;
• Place a security alert on your credit report (ID alert or fraud warning);
• Enable, disable or suspend credit lock; and
• Place an explanatory note on your Equifax credit report (consumer statement).

The Equifax process for examining a qualifying Complaint from a Québec resident is outlined below.

1. Receive
Equifax provides Québec residents the opportunity to submit Complaints, free of charge. Please identify your request as a Québec Complaint and use one of the following options to send it to Equifax, along with supporting documentation.

• Online
  • Fill out the form at the bottom of this page
• Postal Mail

You can describe your Complaint in writing and send it to us at: Equifax Canada Co.
National Consumer Relations
Québec Complaint
Box 190
Montreal, Québec H1S 2Z2

Please be sure to include copies of 2 valid government-issued ID (both front and back) as well as any relevant supporting documentation, so we can process your Complaint.

Examples of supporting documentation might include:

• Screenshots of error messages you have encountered on the Equifax website
• Copies of emails or other communications you have received from Equifax or other relevant companies

2. Acknowledge
Equifax provides written acknowledgement to you within ten (10) business days of receipt. The acknowledgement includes the following:

• A Complaint reference number;
• The date the Complaint was received;
• The name and contact information of the Worker in charge of examining the Complaint;
• Information about Equifax's Complaint handling process, including expected timeframes for review and resolution;
• If applicable, the components of the Complaint that apply to Equifax and the components that apply to another institution(s);
• If needed, a request for additional information in order to examine the Complaint; and
• Information around your right to request that Equifax transfer your Complaint to the AMF directly if you are not satisfied with Equifax's response.

Equifax takes your privacy and security seriously and may require you to verify your identity in order to provide you service.

3. Respond
Equifax examines each Complaint and determines the appropriate resolution and response, as applicable. The final written response is sent to you within 30 days of receipt of the Complaint. The final written response includes the following:

• A statement indicating that it is a final response;
• A summary of the Complaint;
• The outcome of the Complaint, including any analysis and reasoning for the outcome;
• If a resolution is identified, the time period that the consumer has to assess and respond to the proposed resolution;
• Information regarding your rights to have your Complaint transferred to the AMF; and
• The contact information for the Complaints Officer.

4. Transfer the file associated with your Complaint to the AMF
In the event that you request your Complaint be transferred to the AMF, Equifax provides all information related to the Complaint to the AMF via the AMF's designated platform within fifteen (15) days of your request. Equifax also provides contact details of the Québec Complaints Officer to the AMF within 10 days, upon request.

5. Register
Equifax maintains a registry of all Complaints that includes the number of Complaints received and processed, types of Complaints, outcomes of Complaints, and common causes of Complaints. Equifax provides a written report to the AMF once per calendar year.

Equifax retains the Complaint registry and associated documentation in compliance with its Global Records Retention Policy. Equifax prides itself on being a trusted steward of personal data and we are committed to protecting the personal data that we collect, use, disclose, and store. Additional privacy and security information is available in the Equifax Canada Privacy Policy.