Privacy Complaint Policy
Rights, Complaints and Requests Policy
1. Purpose
TransUnion provides consumers with a prompt, open, and transparent response to general inquiries or complaints from consumers with respect to TransUnion’s practices. This Policy sets forth TransUnion’s policy with regard to its management and response to consumer complaints and requests.
2. General Requirements
(a) TransUnion manages consumers’ inquiries, complaints and requests in accordance with this Policy except that, to the extent any provision of this Policy is inconsistent with applicable law or legal process, TransUnion shall (1) take no action contrary to law or other legal requirements, (2) immediately notify the Privacy Officer, and (3) follow specific instructions issued by the Privacy Officer.
(b) TransUnion receives and responds to (1) inquiries or complaints received from consumer regarding the handling of their personal information and credit information and (2) requests to exercise rights in respect of that information.
(c) If a consumer making an inquiry, complaint or request informs TransUnion that they require assistance in preparing the inquiry, complaint or request, TransUnion shall provide such reasonable assistance. For example, TransUnion shall help consumers identify the information they seek that is in its custody or control.
(d) Where appropriate, inquiries, complaints or rights requests with regard to TransUnion’s privacy practices should be referred to the Privacy Officer.
(i) The Privacy Officer is responsible for overseeing responses to inquiries, complaints, and requests related to TransUnion’s privacy practices, and for determining whether time extensions to respond to such inquiries, complaints, or requests are appropriate and permitted by applicable Privacy Laws.
(ii) The Privacy Officer shall maintain records of inquiries complaints, and requests received related to TransUnion’s privacy practices, including the date of receipt and response, as well as actions taken by TransUnion to respond to such inquiries, complaints, or requests, as applicable under applicable Privacy Laws.
3. Rights Requests
(a) Consumers may exercise their rights under applicable Credit Reporting Laws and Privacy Laws in respect of their personal information and credit information in TransUnion’s custody or control.
(b) Consumers may request access to their personal and credit information in TransUnion’s custody or control, including to (1) challenge the accuracy and completeness of such information; (2) to confirm whether or not certain information is held by TransUnion; (3) to receive an account of its use; and (4) to receive an account of the third parties to which it has been disclosed.
(c) TransUnion shall grant requests for access to or correction of personal and credit information subject to certain exceptions prescribed by applicable Privacy Laws and Credit Reporting Laws. The Privacy Officer is responsible for determining whether an exception prescribed by applicable Privacy Laws applies.
(d) Access and correction requests must be received by contacting TransUnion Consumer Relations through one of the options set out below and must include sufficient information to permit TransUnion to understand the scope and content of the request. Where an access or correction request does not meet the foregoing requirements, TransUnion may seek additional information from the consumer.
(e) Before providing access to personal or credit information, TransUnion takes reasonable steps to verify the identities of consumers making requests in respect of their personal and credit information.
(f) TransUnion responds to requests to access or correct personal and credit information in a reasonable time and, where applicable, within timelines specified under legislation, and at no cost.
(g) If an access request is granted, TransUnion shall provide the consumer’s personal and credit information in a generally understandable format.
(h) If a consumer having a disability requests that information be transmitted to them in an alternative format, TransUnion shall comply with such request to the extent an alternative format already exists, or a conversion to such format is reasonable and necessary to enable the consumer to exercise their rights, and in accordance with federal and provincial law.
(i) Where required under law, TransUnion notifies third parties having access to the information of the amendment or annotation made to the personal and credit information.
(j) If TransUnion refuses to grant an access or correction request, TransUnion informs consumers in writing about the reason for refusing a request to access or amend their personal and credit information.
(k) TransUnion shall respect consumers’ requests to withdraw consent to the processing of their personal information; however, TransUnion is generally prohibited from accepting a request to withdraw consent, as such consent is provided to third parties and is also subject to contractual obligations under applicable law.
4. Specific Privacy Rights – Quebec
(a) In the province of Quebec, consumers may also have additional rights available to them such as the right to cease the dissemination of their Personal Information or port their Personal Information (beginning in 2024),
(b) TransUnion is generally prohibited under law from granting requests to cease disseminating information, as TransUnion provides access to information where permitted to do so with consent or under law, and such consent is provided to third parties and not provided directly to TransUnion. Should TransUnion be able to grant a request to cease dissemination, TransUnion must include an attestation that the request has been implemented.
5. Inquiries and Complaints
Please contact our Consumer Relations Centre using the contact information below. Our Consumer Relations Centre is staffed by trained personnel who can assist with consumer inquiries. Consumers may also direct privacy practice inquiries or requests to our Privacy Office.
Consumers can also visit our website at www.transunion.ca.
(a) For service in French:
(ii) Telephone: (800) 663 9980
(iii) Mail: P.O Box 338, LCD1, Hamilton, Ontario, L8L 7W2
(iv) Hours of operation: 8:30 a.m. - 5:00 p.m. ET (Monday - Friday)
(b) For service in English:
(i) Online: ocs.transunion.ca
(ii) Telephone: (800) 663-9980
(iii) Mail: P.O Box 338, LCD1, Hamilton, Ontario, L8L 7W2
(iv) Hours of operation: 8:00 a.m. - 8:00 p.m. ET (Monday - Friday)
(c) For questions on TransUnion’s privacy practices, please review TransUnion’s privacy policy at www.transunion.ca or contact TransUnion’s Privacy Office at:
(ii) Mail: 3115 Harvester Road, Suite 201 Burlington ON L7N 3N8
(iii) E-mail: TUCPrivacy@transunion.com
6. Glossary of Terms
Credit Reporting Laws – means any law, statute, declaration, decree, directive, legislative enactment, order, ordinance, regulation, rule or other binding restriction (as amended, consolidated or re-enacted from time to time) governing the collection, use, storage, and disclosure of credit information and personal information, as defined by applicable legislation, by organizations conducting business as a credit reporting entity, as defined and licensed by legislation. This includes, for example, and without limitation, the Consumer Protection and Business Practices Act (Newfoundland), the Consumer Reporting Act (Nova Scotia), the Consumer Reporting Act (Prince Edward Island), the Credit Reporting Services Act (New Brunswick), the Credit Assessment Agents Act (Québec), the Consumer Reporting Act (Ontario), the Personal Investigations Act (Manitoba), the Credit Reporting Act (Saskatchewan), the Consumer Protection Act (Alberta), and the Business Practices and Consumer Protection Act (British Columbia).
Personal Information - means information about an identifiable individual.
Privacy Laws - means any law, statute, declaration, decree, directive, legislative enactment, order, ordinance, regulation, rule or other binding restriction (as amended, consolidated or re-enacted from time to time) governing the processing or protection of Personal Information, including for example, and without limitation, the Personal Information Protection and Electronic Documents Act, the Personal Information Protection Act (British Columbia), the Personal Information Protection Act (Alberta) and an Act respecting the protection of personal information in the private sector (Quebec).