Ken Hardie

Your member of parliament for


Fleetwood-Port Kells

Ken Hardie

Your member of parliament for


Fleetwood-Port Kells

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Equifax Cybersecurity Incident – Canada FAQ

1. What happened?

On September 7, 2017, Equifax Inc,. our U.S. parent company, announced a cybersecurity incident. While our investigation is ongoing and this information may change, at this point, we believe that the incident involves potential access to the personal information of approximately 100,000 Canadian consumers, and that the information that may have been breached includes name, address, Social Insurance Number and, in limited cases, credit card numbers.

2. When did the company learn of this incident?

We learned of the incident on July 29, 2017, and acted immediately to stop the intrusion and conduct a forensic review. During that review, we identified unauthorized access to limited personal information for certain Canadian consumers.

3. Over what period of time did the unauthorized access occur?

Based on our investigation, the unauthorized access occurred from mid-May through July 2017. Regrettably our initial investigation shows that files containing Canadian consumer information may potentially have been accessed during that time. While our investigation is ongoing and this information may change, at this point, we believe that the information that may have been breached includes name, address, Social Insurance Number and, in limited cases, credit card numbers.

4. Who and how many people are affected?

While our investigation is ongoing and this information may change, at this point, we believe that the incident involves potential access to the personal information of approximately 100,000 Canadian consumers. Equifax will be offering them appropriate support advice and a range of services to help safeguard and reassure them against the potential of identity theft.

5. What information may have been impacted?

The potentially impacted information includes name and address, Social Insurance Number and, in limited cases, credit card numbers.

6. I have heard that this impacted far more Canadian consumers than the 100,000 you are contacting directly. Were more Canadian consumers impacted in some other way?

While our investigation is ongoing and this information may change, at this point, we believe that the incident involves potential access to the personal information of approximately 100,000 Canadian consumers. Should that number change during ongoing investigations, we will assuredly keep those impacted consumers informed of the details as readily as that information is made available to Equifax.

7. Are Equifax’s core consumer or commercial credit reporting databases impacted?

Equifax Canada can confirm that Canadian systems are not affected. We have found no evidence of unauthorized activity on Equifax’s core consumer or commercial credit reporting databases. Equifax Canada systems and platforms are entirely separated from those impacted by the Equifax Inc. cybersecurity incident widely reported in the U.S.

8. Is the issue contained?

Yes, this issue has been contained.

9. What are you doing to prevent this from happening again?

We have engaged a leading, independent cybersecurity firm to conduct an assessment and provide recommendations on steps that can be taken to help prevent this type of incident from happening again.

10. What steps should I immediately take?

We will be proactively contacting impacted customers by mail outlining the steps they should take. For impacted Canadians we will also be providing complimentary credit monitoring and identity theft protection for 12 months.

11. Why am I learning about this incident through the media? Why didn’t Equifax notify me directly?

Equifax is issuing this statement and a national press release to notify Canadian consumers of this incident and is reaching out directly to impacted consumers by mail. We also are continuing to work closely with the office of the Privacy Commissioner of Canada (OPC) and we have had calls with Commissioners from Alberta, British Columbia and Quebec, and consumer reporting registrars from Ontario, Alberta and Saskatchewan.

12. How do I find out if my data was impacted?

Equifax is directly contacting by mail the approximately 100,000 Canadian consumers who we believe may have been impacted.

13. If I am impacted, what will Equifax do to protect me?

Equifax has been working with the Office of the Privacy Commissioner of Canada (OPC) and will be sending notices via mail directly to all impacted consumers outlining the steps they should take. For impacted Canadians we will also be providing complimentary credit monitoring and identity theft protection for 12 months. Although only a limited number of Canadians have been impacted, Equifax reminds Canadian consumers to be vigilant in reviewing their account statements and credit reports and that they immediately report any unauthorized activity to the financial institutions. We also recommend that they monitor their personal information to avoid identity theft as well as information about fraud alerts and other services available to Canadian consumers.

14. What if I am impacted but I do not receive a direct notice from Equifax?

Equifax will contact all those impacted Canadians. Should you not be contacted, but still have questions, please contact us at EquifaxCanadaInquiry@equifax.com

15. My data was impacted. How long do I have to sign up for your services?

Impacted consumers will receive instructions on how to sign up and you will have 60 days from the time that you receive the letter to sign up.

16. Does the product start on the notification date or on the enrollment date?

The product and related coverage starts for impacted Canadians on the date that you activate your subscription and will be complimentary for one year.

17. If I am already a customer, what happens to my current subscription?

If you are an impacted Canadian consumer who already has a similar Equifax subscription, we will extend your subscription for 12 months at no charge.

18. What are the features offered in this monitoring service?

For impacted Canadians we will also be providing complimentary credit monitoring and identity theft protection for 12 months.

19. My bank notified me that my account has been improperly accessed. What should I do?

If you believe that your bank account has been compromised, please work with your local financial institution and local law enforcement agencies.

20. It’s taking me a long time to get through to the call centre. Why is this?

We are experiencing high call volumes, and we are working diligently to respond to all consumers. In the meantime, if you have been impacted, we will notify you directly by mail. We also recommend that you visit EquifaxCanadaInquiry@equifax.com

21. Is there any way for me to see if I have been impacted online?

Equifax is reaching out directly to impacted consumers by mail to ensure consumer privacy is protected throughout the process.

22. How will I know if my credit card has been compromised?

For those Canadians whose credit card details have been compromised, we have provided that information to Mastercard and VISA for communication to the financial institution which, in turn, will communicate with their end customers. You will still be notified by us independently by mail and have the opportunity to enrol in our complimentary credit monitoring and identity theft protection service.