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General

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Q How do I receive a free copy of my TransUnion Personal Credit report?
A Please refer to Consumer Disclosure section and there you will have two options to choose from to receive your file.

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Q How do I receive a free copy of my TransUnion Personal Credit report or place a Fraud Warning if I live out of country?
A For a former resident of Canada TransUnion requires both sides of two pieces of photocopied identification indicating last Canadian Address plus current proof of address from current country of residence for mailing.

Together these combined pieces must contain your name, current address, last Canadian address, date of birth and signature.
  • Do NOT send any original copies of identification.
  • If submitting a request for more than one consumer in the same envelope, please ensure that the request and identification for each consumer are submitted on separate request forms and separate 8 ½” x 11” sheets of white paper.

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Q Is it possible to transfer credit information from Canada to the United States or another country?
A TransUnion Canada and TransUnion in the United States or other countries operate their credit databases separately. TransUnion in the United States or other countries do not have access to your TransUnion Canada credit file and cannot transfer this information to a U.S. credit file. Many United States creditors are able to obtain a copy of your Canadian credit report when directed to therefore, when applying for credit in the United States , we recommend that you advise your creditors that you previously have an established credit history in Canada.

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Q How old do I have to be before I can have a credit file at TransUnion?
A TransUnion does not maintain credit records for individuals under the age of majority in their current province of residence. Our file creation rules comply with the age of majority in the individual provinces and territories of Canada as listed below:

Province Age of Majority
Alberta 18
British Columbia 19
Manitoba 18
New Brunswick 19
Newfoundland and Labrador 19
North West Territories 19
Nova Scotia 19
Nunavut 19
Ontario 18
Prince Edward Island 18
Quebec 18
Saskatchewan 18
Yukon Territories 19

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Q How do I add a Fraud Alert to my credit report?
A Please contact the Fraud Victim Assistance Department:
  • For English speakers in all provinces except Quebec, please contact us between the hours of 8:00 a.m.-8:00 p.m. ET at 1-800-663-9980
  • For French speakers in all provinces and English speakers in Quebec, please contact us during the hours of 8:30 a.m.-5:00 p.m. ET (Monday to Thursday) and 8:30 a.m.-4:30 p.m. ET (Friday) at the following phone numbers: 1-877-713-3393 or 514-335-0374 in Montreal
The statement advises that creditors viewing your report contact you before making a decision to extend credit based on the information in your credit report. The protective statement is applied to your credit file and remains for 6 years, however if any time you wish to have the statement removed, we require a written request with two pieces of acceptable identification to do so.

Please refer to our Fraud Victim Information.

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Q What is in my credit report?
A TransUnion credit reports may contain the following pieces of information:
  • Identifying information: consumer name, current and previous addresses, Social Insurance Number, telephone number, date of birth and current and previous employers
  • Credit history or trade lines: history of bill /debt payments to credit grantors (such as retail stores, banks, finance companies)
  • Public records: items that may affect credit worthiness such as judgments, bankruptcies and registered items
  • Inquiries: a list of credit grantors and other parties authorized by the consumer and/or by law, which have received a consumer’s credit report
  • Other information, which could include banking information and/or collections
TransUnion credit reports DO NOT INCLUDE
  • Medical history
  • Major purchases paid in full with cash or cheques
  • Business/Personal accounts, unless you are personally liable for the debt
  • Race, creed, colour, ancestry, ethnicity or political affiliations
  • Income
  • Criminal records, traffic violations, etc

While TransUnion may furnish credit scores to its clients based on the information contained in an individual credit file, TransUnion does not maintain or update that information in the individual consumer’s credit files.

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Q What is an inquiry?
A An inquiry is a notation on your TransUnion credit report showing that someone requested to utilize information contained in your credit report. Often, when you apply for credit, tenancy, employment or insurance, they request your consent to obtain a copy of your credit report to assist with their decision.

Once you enter into a relationship with an organization, they may also review your credit file to monitor your account. These inquiries are not disclosed to other organizations requesting your file and will report on your file for up to one year


Contact numbers are provided for each organization listed that has inquired on your file. If you do not recall authorizing their use of your information, please contact them to identify what authorization they obtained to access your information.

Finally, when you receive a copy of your personal credit file, a notation will be made to your file. Your inquiry to your own file will not be disclosed to other organizations receiving your information.

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Q How does an inquiry made by an insurance company impact my credit score?
A
It doesn’t. An inquiry made by an insurance company is considered a non-credit related inquiry or “soft inquiry” and as such is not used in the calculation of your credit score. In fact, these inquiries are not disclosed to other companies pulling/viewing your credit file. Non-credit related and account review inquiries may be used (without disclosing the details of such inquiries) by TransUnion to provide fraud detection and monitoring, identity verification, alerts and analytical services to our customers and may be disclosed to deliver products that you have requested through a direct-to-consumer reseller.

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Q Can you tell me what is on my report over the telephone?
A
When you call into the Consumer Relations Centre, you will be asked a number of questions to authenticate your identity. When you have successfully authenticated yourself, we will review your file with you. Due to the confidential nature of credit information, we cannot disclose the contents of your credit report over the telephone if you have failed to answer our authentication questions. To further your request for a copy of your TransUnion Personal Credit Report, you may order by mail, obtain instruction on how to obtain a copy of your report by clicking here or access our IVR solution by dialing 1-800-663-9980 (selecting option #1 after language preference).

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Q How do I build a good credit history?
A
Establishing a good credit history takes time. If you have steady income and have used the same mailing address for at least one year, you may wish to apply for credit with a local business or department store or for a secured loan or credit card through a financial institution. Paying credit obligations on time will help you develop a good credit history and may enable you to obtain additional credit in the future.

When you apply for credit, you may wish to see if the company reports account information to a credit-reporting agency. Companies are not required to report account information but most do.


If you are declined credit, find out why. You may be have been declined for various reasons including your not having met with the creditors minimal income requirement or not having been at your current residence or job for the required amount of time. You can overcome these obstacles with time.

If you have problems establishing credit, you may wish to ask a person with established credit to co-sign an application for you. This allows the creditor to base the decision on both applicants’ credit histories. Please note that a signer and co-signer are equally responsible for repayment of the debt. Payment history on this type of debt may be reflected on both parties’ credit reports. Once timely payments have been made on the account, you may again wish to apply for individual credit.

Each creditor has different requirements for issuing credit. If you are declined credit, contact the creditor to determine the reason for the decline.

When filling out credit applications, it is important to use complete and accurate personal information.

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Q What do lenders look at when deciding whether or not to approve a loan or credit card?
A
Typically, lenders want to see how you have managed your credit obligations in the past. This helps them determine whether or not they should approve your application for credit and the term of the credit extension. Example - a gold card vs. a platinum card.
A credit score based on your TransUnion credit report is one of several tools that lenders use when evaluating your application for credit. It provides a summary of how likely you are to repay a loan as agreed and based on how you have managed your credit obligations in the past. Lenders may also evaluate other information in their loan evaluation process. This may include information you provide on the credit application (income, length of time at current address and other banking relationships you may have).

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Q What is a consumer-reporting agency or credit bureau and what does it do?
A
Consumer reporting agencies serve both consumers and the business community by providing credit information and risk management tools to help businesses make credit decisions.

TransUnion, a consumer reporting agency, facilitates consumer transactions by providing consumer credit reports to its clients, which include banks, credit-card companies, finance companies and other institutions. By their nature, these consumer credit reports must include some personal information about consumers. Accordingly, TransUnion regularly collects, uses and discloses personal credit information of Canadian consumers. Credit grantors and other institutions provide TransUnion with factual information about how their customers pay their bills and other debts. Credit reporting agencies, such as TransUnion, compile and assemble this information, along with public record information, into a "file" for each consumer. In return, credit grantors and authorized institutions, pursuant to the applicable provincial consumer reporting legislation, are able to obtain credit reports about consumers.

TransUnion generates millions of credit reports every year to make credit buying fast, easy and safe for qualified applicants. The availability of these reports benefits both businesses and consumers. The credit reports allow our clients to make informed credit decisions and portfolio management decisions based on reliable information and consumers, in turn, benefit from rapid access to credit facilities in order to purchase cars, major appliances and other household items.

TransUnion also provides a suite of authentication services to assist its clients in identifying potentially fraudulent transactions. In the course of providing these services, TransUnion may use personal information contained in the credit reports to see if it matches the information that has been provided by an applicant, typically to credit granting institutions or merchants. While preventing fraud is in everybody’s best interest, these services may benefit consumers directly if someone is attempting to pose as a consumer by misappropriating the consumer’s identity and personal credit information.

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Q What is Credit?
A
Credit is the term used to describe a transaction in which a person receives merchandise, money or services for little or no money up front, but promises to pay an agreed upon amount of money, in an agreed upon amount of time in the future. Usually, the person or company that gives credit to a person charges a fee for providing this service.

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Q What is a Credit Report?
A
A credit report is one of the primary tools that credit grantors use to make fair and accurate decisions on whether or not to grant credit. It is a snapshot of your financial history.

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Q How long does TransUnion keep my information on file?
A
TransUnion will maintain a record of positive credit information (i.e. accounts that were paid and have no negative history) for a period of twenty (20) years. This retention period benefits most consumers by recognizing their previous involvement with the credit granting industry, even when the consumer has limited or no current credit history.

TransUnion may delete credit information reported about you by a data supplier if our relationship with the data supplier comes to an end. The end of a data supplier relationship may impede our ability to maintain a current and accurate credit file and/or carry out our investigation procedures. We delete credit information in these circumstances to ensure that your credit file remains as accurate, complete and up-to-date as possible.

INQUIRIES:
An inquiry by a business purchasing a service from TransUnion will be automatically removed from your file after six (6) years. The system will maintain a minimum of six (6) credit inquiries on your file. However, account review inquiries will only report for one (1) year for all provinces except Quebec where these inquiries will remain for (2) years.

ACCOUNTS WITH ADVERSE CREDIT HISTORY:
These accounts will automatically be removed from your file six (6) years after the date you defaulted on the account.

DEBTS SATISFIED THROUGH AN ORDERLY PAYMENT OF DEBT OR CREDIT COUNSELING PROGRAM:
All debts reported as included in the debt repayment program will be removed from your file two (2) years from the date the program was satisfied or (6) years after the date you defaulted on the account, whichever date comes first.

CONSUMER PROPOSAL:
The consumer proposal and all accounts reported as satisfied through the proposal will be removed from your file three (3) years from the date you satisfied the proposal or (6) years after the date you defaulted on the account, whichever date comes first.

BANKRUPTCY:
TransUnion maintains this information on your file for the maximum length of time permitted by provincial credit reporting legislation. When a bankruptcy is removed from your file, all accounts reported as included in that bankruptcy will also be removed from your file. For a single bankruptcy, TransUnion maintains this information as follows:

BC, YK, NWT, NU, AB, SK, MB, NS- six (6) years from the date of discharge
ON, PQ, NB, PEI & NL- seven (7) years from the date of discharge.

If the consumer declares bankruptcy on more than one occasion, each bankruptcy will report on file for fourteen (14) years from the date of discharge of each bankruptcy

JUDGMENTS:
TransUnion maintains this information on your file for the maximum length of time permitted by provincial credit reporting legislation TransUnion maintains this information as follows:
BC, YK, NWT, NU, AB, SK, MB, NS- six (6) years from the date of judgment
ON, PQ, NB, & NL- seven (7) years from the date of judgment
PEI- ten (10) years from the date of judgment

COLLECTIONS:
These accounts will automatically be removed from your file six (6) years after the date you defaulted on the account with the original creditor.

CONSUMER REMARKS:
Fraud statements and other statements requested to be added by you, are removed from your file (6) years from the date posted.

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Q How do I obtain a copy of a Consumer disclosure of a deceased Consumer?
A TransUnion will release a copy of deceased consumer’s Consumer Disclosure via mail only to the executor or executrix of the estate, provided that the following criteria are met:

  • A copy of the Death Certificate or Certificate of Appointment (verifying that they are the next of kin or executor / executrix) is supplied
  • A copy of two pieces of acceptable ID from the executor / executrix as well as one piece of acceptable ID of the deceased individual that verifies address. If the deceased address is noted on the Death Certificate, TransUnion will accept it as viable address verification for the deceased. See attached link for acceptable id listing.

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Q What is the procedure for releasing a copy of a Consumer Disclosure to me if I have Power of Attorney rights?
A TransUnion will release a copy of the Consumer Disclosure to the individual who is appointed as Power of Attorney, provided that the following criteria are met:

  • A copy of the Power of Attorney papers (current and valid) are supplied
  • A copy of two pieces of the Consumer’s identification and two pieces of the Power of Attorney’s identification are provided to process the Consumer request. See acceptable id listing.

    If the appropriate information has been supplied, TransUnion will send the Consumer Disclosure to the Power of Attorney’s address via standard mail.


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Q Will TransUnion accept Third Party requests?
A In order for TransUnion to release personal information to a third party, there must be written consent/authorization of the Consumer. Two pieces of acceptable identification from both parties (Consumer and Representative) must be supplied and meet with TransUnion identification criteria.

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Q Will TransUnion accept TTY & TRS (Telephone Relay Service Calls)?
A Yes, an individual who is hearing impaired may contact TransUnion through a Telephone Relay Service (TRS) to access their personal credit file by phone, provided the following criteria has been met.

  • Call identifies themselves as a TRS operator at the start of the call
  • Operator provides the name and TRS company that they represent
  • Operator provides full name and Employee number to the TransUnion Associate handling the call

Once all required elements have been met, the standard operating procedure for handling Consumer calls will apply.

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Q What is the IVR?
A IVR or Interactive Voice Response is an automated tool to serve you through the use of your touch-tone phone or voice. The TransUnion IVR serves Consumers who wish to acquire a copy of their Consumer Disclosure through a secured and effective channel without having to wait to speak to a representative. It is a service provided to you free of charge which asks you a series of questions to authenticate your identity in order to provide you with a copy of your Consumer Disclosure. If/when you pass the authentication process, your Consumer Disclosure will be sent to your home address via standard mail. Simply call 1-800-663-9980 and select #1 when in the options menu.

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Q How can I request a copy of my file if I fail to authenticate or am unable to understand TransUnion’s Interactive Voice Response System (IVR)?
A You can request your free Consumer Disclosure by mail. Simply click here for detailed instructions. You also have the option to order your report on-line through our True Credit delivery service (fee applied to this service).

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Q Why did I receive an alert for an inquiry not showing on my credit report supplied by the direct-to-consumer reseller?
A
If you subscribe to credit monitoring products through a TransUnion direct-to- consumer reseller, you may now also receive alerts for TransUnion non-credit related inquiries; in addition to credit-related inquiries. You may request a copy of your TransUnion Consumer Disclosure, which will include all inquiries made to your TransUnion credit file.

Examples of non-credit related inquiries (not score impacting):

- Rental, employment, insurance, etc.
- Authentication
- Request for one’s own TransUnion Consumer Disclosure

Examples of credit-related inquiries (score impacting):

- Application for loan, credit card, mortgage, etc.


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