Quebec Resident Complaints
No. You will need to contact TransUnion directly.
The Equifax process for examining a qualifying Complaint from a Québec resident is outlined in detail on the Quebec Exceptions, Offers and Complaints Process page. The five steps are:
- Receive
- Acknowledge
- Respond
- Transfer the file to the AMF (if requested)
- Register
You may fill out this online form or 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.
No. Submitting Disputes or Complaints will not affect your credit scores since this information is not included in credit score calculations.
No. All requests to update or remove information on your credit report start with the dispute process. This includes placing a security alert (ID alert or fraud warning) and/or an explanatory note (consumer statement) on your credit report.
If you believe your request to place a security alert and/or explanatory statement on your Equifax credit report was not properly handled, you can submit a Complaint.
No. To manage the lock capability on your Equifax credit report, you can log into myEquifax and follow the steps under Manage a lock or Manage credit lock settings.
If you believe your request to manage the lock on your Equifax credit report was not properly handled, you can submit a Complaint.
The Complaint process is only available to residents of Quebec, in accordance with applicable legislation.
The Complaint process initiates a review of how your request was processed. It is not an appeal process for the results of your request.
You may submit a Complaint if you believe Equifax mis-handled any of the requests listed below:
-
Access credit report and score online;
-
Lock, unlock or temporarily suspend a lock on your credit report;
-
Place a security alert (ID alert or fraud warning); and
-
Place an explanatory note (consumer statement) on your credit report.
This includes things like taking too long to reply, not answering in writing, or charging you for free services.
The following types of requests are not considered Complaints under applicable legislation and therefore are not processed as described in this section.
-
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 and/or score;
-
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 information on 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.
The Complaint process is a final review available to Quebec residents who believe their earlier Dispute was mishandled procedurally (for example: timelines were missed or fees were charged for free rights).
Please note: This is not an appeal process for dispute results you disagree with. If your Dispute was handled correctly according to procedure and disputed information was confirmed as accurate according to the best available evidence, the outcome will generally remain the same.
No. If you submit a Complaint about the accuracy of information on your credit report and a Dispute has not yet been processed for that information, you will be redirected to start with the Dispute process and the Complaint will be closed. For the fastest response, file a Dispute first.
You must receive your Dispute results before submitting a Complaint.
The Dispute process involves the accuracy of information on your credit report, including security alerts and explanatory notes. The Complaint process initiates a review of how your request was processed. It is not an appeal process for Dispute results you disagree with.
You must start with the Dispute process for any of these requests:
-
Verify the accuracy of information on your credit report;
-
Update information (such as a new address);
-
Place a security alert (ID alert or fraud warning); and
-
Place an explanatory note (consumer statement) on your credit report.
The Complaint process is an option if you believe Equifax mis-handled any of the above requests and/or the requests listed below:
-
Access credit report and score online; and
-
Lock, unlock or temporarily suspend a lock on your credit report.
The Dispute process helps to verify the accuracy of information on your credit report (as well as add security alerts and/or explanatory notes) while the Complaint process allows Quebec residents to identify specific service issues, where you believe there was an issue with the steps taken when you tried to:
- Access your credit report and/or score online;
- Place a security alert on your credit report;
- Place an explanatory note on your credit report; and
- Lock, unlock or temporarily suspend a lock on your credit report.
If you have finished a Dispute and are unhappy with the result, you may file a Complaint. However, it is important to know the difference between disagreeing with the result and disagreeing with the process.
The Dispute checks the facts, for example: 'Is this debt yours?'. If we already confirmed the facts are true according to the best available evidence, a complaint generally won't change the decision.
The Complaint checks our work, for example: 'Did Equifax answer in time? Did Equifax respond in writing?'
We will investigate if we followed proper procedure. If we did, the original Dispute result will likely stand.