Credit Report FAQs

1. What is a credit report?

A credit report is a document of the history and current status of a borrower's credit standing. It includes personal information such as credit information, public records information and recent inquiries.

2. How is the information on my credit report gathered and who can access it?

The information on a credit report is gathered by credit reporting agencies. These agencies store and maintain this information for their members which can include banks, financing companies, auto leasing companies, credit card companies, retailers, etc.

Credit lenders regularly update individual credit reports by providing information to credit reporting agencies about their customers’ credit and payment activities. This ensures that credit reports remain up to date and as complete as possible. Other sources of information used for your credit report include collection agencies and public records from courthouses across the country. Information will also be added to your file if you make or miss any payments.

3. I signed up for CreditDefend but why don’t I see my credit report?

It you do not see your credit report, it is most likely because you have not passed authentication. Please log in and review your personal information in the My Account section. Once you have ensured your information is correct, please re-authenticate. If you continue to experience difficulty, please contact the CreditDefend Service Centre at

4. What is an inquiry?

An inquiry is a request to consult your credit bureau file. There are two types of inquiries:

Soft Inquiry - An instance in which your credit report is accessed without affecting your credit rating. Soft inquiries include your own requests for your credit report, promotional inquiries by credit card companies, and "check-up" inquiries by your existing creditors. Inquiries from CreditDefend for the purposes of providing you with notification of changes to your file is another example of a soft inquiry.

Hard Inquiry - An indication on your credit file that a lender has obtained a copy of the report in order to evaluate your loan or credit application. These reflect a request for a copy of your credit file, usually from a bank(s), landlord(s), potential employer(s), mortgage broker(s), or the institution(s) from whom you’ve applied for credit.

5. What do I do if I find inaccuracies on my credit report?

If you find any inaccuracies, please contact Equifax Canada, the credit reporting agency who produces credit reports, and inform them. Equifax will follow up with an investigation, which can take up to 20 business days (Equifax Canada will notify you if the investigation will take longer than 20 business days). Depending on the outcome of the investigation, Equifax may make the corrections required.

Equifax Canada
Phone: 1-866-203-6721
Fax: 1-514-355-8502
Equifax Canada
Consumer Relations Department
Box 190 Jean Talon Station
Montreal, Quebec H1S 2Z2

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