🟠TransUnion Canada – Consumer Report Records, Risk & Consent Profile
Basic Info:Privacy Officer, TransUnion Canada
3115 Harvester Rd, Burlington, ON L7N
3N8
Regulator(OPC),
Privacy Contact Email TUCPrivacy@transunion.comÂ
Last OS File: Successfully led TransUnion, via the Office of the Privacy Commissioner, to implement improved complaint handling, training, and acknowledgment procedures, ensuring clearer consumer communication, access request guidance, and complaint rights.
Consent Quality
đź”´ Absent
- The consumer reporting agency’s policy indicates it does not collect, process, or store copies of consumer credit applications, consents or authorizations, disclosure statements, or terms, conditions, and privacy statements related to credit sources and applications.
- The policy further indicates that these records remain with the entity with which the consumer has a relationship, and consumers should contact that entity directly to obtain them.
Risk Disclosure
đź”´ Absent
- No communication of risk, harm, or consequences.
- No disclosure of potential risks to the consumer, including bodily harm, humiliation, damage to reputation or relationships, loss of employment, business or professional opportunities, financial loss, identity theft, negative effects on the credit record, or damage to/loss of property.
Mandatory Notices
đź”´ Absent
- The consumer reporting agency’s policy indicates it does not collect, process, or store copies of consumer credit applications, consents or authorizations, disclosure statements, or terms, conditions, and privacy statements related to credit sources and applications.
- The policy further indicates that these records remain with the entity with which the consumer has a relationship, and consumers should contact that entity directly to obtain them.
Consumer Transparency Improvements
- Successfully led TransUnion, through the Office of the Privacy Commissioner, to agree to conduct further training and monitoring of their Complaint Management team. TransUnion apologized for any frustration or inconvenience caused to the complainant. This initiative aims to improve consumer outcomes by ensuring better responses, acknowledgment, and access to information requests.
- Successfully led recommendations to TransUnion, through the Office of the Privacy Commissioner:
- Acknowledging the receipt of an access request in writing within 30 days. The recommendations included adding explanatory wording within their written acknowledgment (e.g., clarifying identification requirements and that they engage directly with the consumer, not with credit repair companies). This ensures the requester is informed of any missing information needed to fulfill the access request.
-    Informing the requester/complainant of their right to file a complaint with the Office of the Privacy Commissioner of Canada once an access request has been fulfilled or a complaint/dispute investigation is completed. This helps the requester/complainant understand that this is the organization’s final response to the request or complaint/dispute.
🔍 Regulatory Findings Database
Nammo v. TransUnion
Date:Â Federal Court Decision
Summary: The Court rejected TransUnion’s claim that it acted promptly in investigating a PIPEDA complaint, noting a 20-day delay without adequate explanation. The Court referenced Neil v. Equifax Canada Inc. (2006 SKQB 169), where an 11-business-day delay in investigating a complaint was deemed unreasonable. The Court awarded $5,000 in damages for the delay and breach of PIPEDA obligations.
đź“„ Supporting Documents
- Sample Service Application Screenshot
- Guidelines for Obtaining Meaningful Consent
- Consumer Reporting Act
- Template: Request for Proof of Consent
đź“Ł User-Submitted Complaint
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