Credit File Disputes

There are three ways you can launch a dispute into item(s) on your report:

• Online: Click Here to visit our self-service website. 

• Over the telephone: Simply call 1-800-663-9980 to reach one of our TransUnion representatives for assistance with your inquiry.

• In writing: Click Here for mailing instructions and TransUnion requirements.

At your request, TransUnion will verify any credit information disputed by you. In order to complete this request, we contact the organization reporting the information and verify its accuracy. We recommend you not apply for credit while a dispute is pending. 

Investigations are typically concluded within 30 days of the date we receive your request. If we cannot verify the disputed information, the item is removed from your credit report or updated as requested. We notify  companies that have made a recent inquiry to your file that an amendment was made and we send you notice, by Canada Post, at the conclusion of the investigation. 

If our investigation verifies the information is reporting correctly, you may add a 100-word statement in your report  explaining your dispute. Exception: 200 words in Saskatchewan. 

If our investigation verifies the information is reporting correctly, you may add a 100-word explanatory statement in your report to explain your dispute. Exception: 200 words in Saskatchewan. TransUnion requires the request in writing accompanied by a minimum of two pieces of acceptable identification. Together, these combined pieces must contain your name, current address, date of birth and signature.

This statement is referred to as a consumer statement. This statement should serve as an explanation of item(s) contained in your credit history to companies viewing your credit report. Your statement can be removed at any time at your written request otherwise is maintained on your file for six years. All information should be supplied with your signature to:

Correspondence in English:

TransUnion Consumer Relations Department
P.O. Box 338, LCD1
Hamilton Ontario
L8L 7W2

Correspondence in French:

Centre de relations aux Consommateurs TransUnion
P.O. Box 338, LCD1
Hamilton Ontario
L8L 7W2

A score is a numeric evaluation of your credit file made at a particular time (i.e., when an inquiry is made by a creditor). Therefore, a score is not part of your credit report. 

As the information in your credit report changes, the score may change. Credit history information in your credit report, such as the number of credit related inquiries, outstanding balances, number of accounts, age of account, etc., is considered when calculating the score. Therefore, we are unable to accept a dispute regarding your credit score. We can however, investigate the information on your credit report if you believe it is inaccurate or incomplete. If your report is updated, this may have an effect on your score if the change includes one of the factors mentioned above. 

If an account is paid and does not contain any adverse information, the account will remain on your file for 20 years from the last date of activity. This information assists creditors to understand the type of credit you have managed successfully in the past. If you have paid an account that was not paid in agreement with the contract with the lender, this account will report for six years from the date you first became delinquent on the account. 

The creditor is currently reporting the disputed information as a joint obligation. When co-signing for credit, you are equally responsible for repayment of that obligation. Unless you and the creditor agree to remove your name from the account, we will report these debts and subsequent credit information in the names shown on the contract or application. If the creditor agrees to release you from any obligation, please notify us immediately and we will re-investigate the account. A divorce decree does not override an original contract with a creditor. Any credit history established jointly before a divorce can be reported under both names shown on a contract or an application. If you have notified the creditor(s) and it is willing to release you from your obligation, please notify us and we will re-investigate the account. 

Credit Disputes:

Our goal is to maintain accurate information on your TransUnion credit report. By law, TransUnion is obligated to verify the accuracy of the information on a credit report that you dispute. If you do not recognize information on your credit report, or believe an item may be inaccurate, you may request an investigation. Only inaccurate information may be removed; negative information that is accurate will stay on your credit report as long as the governing laws allow. Changes on your credit report that occur as the result of an investigation will be made on both your consumer disclosure and your credit report.

TransUnion provides this service to you free of charge, in accordance with applicable legislation. TransUnion will not provide any additional services or treat a consumer differently due to the fact that the consumer has retained and paid a credit repair company. Whether you launch a dispute yourself or through a credit repair company, the outcome of the investigation will be the same. Please also note that the activities of credit repair companies are regulated in some provinces.

There are three ways you can launch a dispute into item(s) or update personal information on your report: 

Online: visit our self-service website at ocs.transunion.ca. 

Over the telephone: simply call 1-800-663-9980 to reach one of our TransUnion representatives for assistance with your inquiry. 

In writing: see the Credit Report Disputes page for mailing instructions and TransUnion requirements. 

Complaints:

In accordance with the requirements of the Credit Assessment Agents Act ("Act") and the regulations made thereunder issued by the Autorité des marchés financiers ("AMF"), a complaint constitutes any reproach or dissatisfaction with a practice of TransUnion made by any person for whom TransUnion holds a file. 

A complaint under the Act is therefore related to dissatisfaction or difficulties in exercising one or more of the rights granted to consumers, for example: 

Access to the consumer version of your TransUnion credit report (a “TransUnion Consumer Disclosure”) 

Adding a fraud alert to your credit report 

Adding or removing a credit freeze; and 

Adding an explanatory note to your credit report (Consumer Statement) 

Please note that the following topics will not be considered to be complaints: 

An inquiry about a product or service offered by TransUnion; 

A billing issue or any other issue related to paid products or services of TransUnion and its affiliates; 

An initial request for a copy of your TransUnion Consumer Disclosure; 

A request to correct your credit information (a dispute); 

Dissatisfaction with the calculation and/or result of a TransUnion credit score; and 

General comments about TransUnion.

Online: Fill out the form

Telephone: 1-800-663-9980

Mail: TransUnion of Canada Inc., Quebec Complaints: 3115 Harvester Road, Suite 201, Burlington ON L7N 3N8

E-mail: TUCPrivacy@transunion.com

Depending on the nature of your complaint, copies of the front and back of two pieces of valid government-issued identification and any relevant supporting documentation may be required in order for us to process your complaint.