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General information

I’ve received the following email message from TransUnion: “It's been 25 days since you ordered your credit profile with TransUnion Canada Credit Profile Solutions, and online viewing of your profile will expire in 5 days”. Does this mean my credit monitoring is only valid for a month?

There are a number of services provided by TransUnion. The credit monitoring service is valid for a year from the time you enroll. You also receive online access to your credit report for one month commencing the date of enrollment - we recommend printing this credit history for your records. For the remaining 11 months credit monitoring continues and you will be notified via email of any inquiries or changes to your credit file.

Have any fraud cases been linked to the break-in?

Saanich Police investigators have ruled out a connection to the UVic theft in six of the nine fraud/identity-theft cases brought to their attention by concerned employees. The circumstances involving the three other cases mean that a connection may never be definitively proven or ruled out.

Information for employees

Who does this breach affect?

All individuals who have received pay through UVic payroll since January 2010.

What specific action is the university taking to help those affected mitigate the risk from lost personal data?

The university has consulted with Service Canada about whether it is possible to alert Canada Revenue Agency, Employment Insurance and Canada Pension Plan of the security breach. Unfortunately, they have indicated that this is not possible. The university continues to explore other mitigation options and will advise individuals in further communications.

Why do I sometimes hear news about the break-in in the media before I hear about it from UVic?

UVic tries whenever possible to notify its community of news that affects them at the same time as the general public hears about it. But when the police issue statements or hold news conferences to share information, it is for their purpose and on their timeline. UVic does not always receive this information in advance of its distribution to the news media. The university is cooperating fully with the police investigation into the privacy breach and will share information as quickly as possible after it is made public.

What do I need to do because of this breach?

If you receive payroll through direct deposit, contact your bank. Based on your bank’s recommendation you will need to decide if you want to have the account closed or monitored. The bank will advise you what options are available to you, what they mean and what you need to do.

If you choose to close your account, please be sure to take into consideration all pre-authorized debits/credits, outstanding cheques and bank card access.

What if I don't know if I was an employee in the timeframe?

Log on to MyPage and go to Employee Services > Tax Forms. If you had a 2010 T4 you had employment income from UVic and you are affected. For 2011 you can look under Pay Information to determine what employment income payments you may have received.

How do I confirm the bank account my pay is deposited to?

Log on to UVic My Page/Employee Services/Pay information/Direct deposit allocation.

I need time off during the day to get to the bank to make arrangements. Will UVic allow me this time paid?

Yes, each unit manager/supervisor will accommodate you to allow you to attend to this matter with your bank during banking business hours. Managers will need to schedule absences so that appropriate departmental coverage is maintained.

What do I do if my bank branch is not located in Victoria?

Contact your bank and ask what their process is when you do not live in the same location as your bank branch. Generally, the local branch of your bank will be able to assist you as a client of that bank.

If I change my bank account number, how do I get my payroll and reimbursements deposited to my new account?

  • Download and print a copy of the UVic Direct Deposit Authorization form to take to the bank with you to open your new account.
  • Have the banking representative fill out the form with the new account information.
  • Bring the form to the Accounting Services reception desk on the main floor of the Administrative Services Building to have the information changed. You must present valid picture ID with you to the staff accepting the form.
  • If you are currently out of Victoria, please contact our payroll department at 250-721-7034 for assistance.

Will UVic reimburse my costs for having to change my bank account information? 

  • Yes. Attach receipts you paid to a payment requisition form.
  • Provide your name, current address, UVic ID# and a preferred contact method on the header of the form.
  • Enter the total amount of the charges from your receipts.
  • Sign the form in the claimant field and send it to:
    By mail: Accounts Payable
    University of Victoria
    P O Box 3040 Stn CSC
    Victoria BC V8W 3N7
    Delivery: Administrative Services Building, Ring Road
    Accounting Services Reception, Room B115
    Campus mail: ACCT

I think my personal information has been used inappropriately. Who do I contact?

Contact Saanich Police at 250-475-4321 and refer to file #2012-525.

What if I think someone has tried to use my information to obtain credit?

We recommend that you contact the following organizations and advise them that your personal information may have been compromised:

How can I arrange to have my accounts monitored for unusual activity?

  • UVic recommends that you contact the major credit bureaus Equifax Canada Inc. and Trans Union of Canada Inc., to alert them that there may be a breach of your personal information. Ask them to put a fraud alert on your credit file to alert users of their databases that your personal information may have been compromised. This is a free service.
  • Request a free credit report and review for suspicious activity.

Why should I place a fraud alert on my credit bureau accounts?

A fraud alert placed on your files at the two credit bureaus warns or "alerts" creditors of potential fraud activity related to your personal information. In response to this alert, creditors should ask additional identity verification questions using your credit history. For example, they might ask, "what credit cards do you have?", "when were the accounts opened?", "what recent purchases have you made?". In some cases, there may be instructions with the alert that you be contacted at a specific phone number before approving credit applications.

Addition of a fraud alert to your credit file may assist in reducing the likelihood of future fraudulent applications resulting in the extension of credit under your name. However, it is important to recognize that, subject to applicable law, individual creditors have the discretion to decide what steps they will take (if any) when they see the fraud alert on a credit file.

Please be aware it may take up to 30 days after your request for a fraud alert to be placed on your TransUnion credit file. Equifax has indicated to us that fraud alerts are placed immediately on credit files upon request.

  • Equifax live agent number: 1-800-278-0278
  • Equifax free credit report number: 1-800-465-7166
  • Transunion: 1-800-663-9980 
  • TransUnion: 1-905-340-1000. Callers will have their call re-directed to the TransUnion contact centre once the caller explains what they need.
  • Equifax international toll free number: 1-800-278-0278. This number is open 8:30 a.m. to 5:00 p.m. Toronto time. If this does not work, we suggest using the Canada Direct Service calling service to call back to Canada and use the toll-free numbers previously provided.
  • BC Information and Privacy Commissioner
  • Industry Canada 
  • Service Canada

I am experiencing long wait times or I am having difficulty navigating voice menu options when I call the credit bureaus. What can I do?

  • Equifax live agent number: 1-800-278-0278
  • Equifax free credit report number: 1-800-465-7166
  • Transunion: 1-800-663-9980
I am travelling internationally. What phone numbers do I call to reach the credit bureaus?
  • TransUnion: 1-905-340-1000. Callers will have their call re-directed to the TransUnion contact centre once the caller explains what they need.
  • Equifax international toll free number: 1-800-278-0278. This number is open 8:30 a.m. to 5:00 p.m. Toronto time. If this does not work, we suggest using the Canada Direct Service calling service to call back to Canada and use the toll-free numbers previously provided.
Can I ask for a new Social Insurance Number if I have lost my SIN card or it has been stolen?

Service Canada will not issue a new Social Insurance Number (SIN) if you have lost your SIN card or it has been stolen. If you would like to replace your SIN card, consult the section of their website on how to replace my lost/stolen card. A new SIN may be issued only in situations where there is proof that the SIN is being used fraudulently. If, in the future, another person uses your SIN for employment purposes or to receive other taxable income, you will receive a Notice of Reassessment from the Canada Revenue Agency concerning undeclared earnings. This is an indication that your SIN is being used fraudulently. If you suspect someone is using your SIN, consult Service Canada’s website for more information on how to deal with SIN fraud.

What should I do if I suspect someone is using my SIN fraudulently? 

You should file a complaint with the police. Additional information on steps you should take is available on the Service Canada website.  

Is my Canada Revenue Agency (CRA) tax account at risk if my SIN has been lost or stolen?

There is a risk that a stolen SIN can be used to reroute mail by changing your addresses with the CRA; however, the CRA does have certain security measures in place to prevent this from happening. Specifically, in order to change information on the account, the individual would have to call the CRA and answer a number of security questions including additional tax-related questions specific to that individual's tax situation (last year's tax return amount, a specific line number and amount, etc.).

What should I do to protect my tax information if my SIN is lost or stolen?

Call CRA at 1-800-959-8281. They are able to put a password on your account that would need to be verified if anyone tries to call in and obtain information. In order to put the password on your account, you first need to pass the standard set of security questions (above) and once your identity is confirmed you can add the password. Once the password is added, it will be verified in addition to the standard security questions. The CRA can also put a stop to any outside request concerning your account. The CRA can also disable all online access to your account immediately. Online access can later be restored at your request by calling the e-Services Helpdesk at 1-800-714-7257. 

With the recent security breach, what are the implications for access to my CARESnet account?

CARESnet Access

Access to CARESnet is secure as members are required to enter their policy and ID numbers as well as their personal password. The password should be confidential and known only to the member. If a member has concerns about the security of his or her CARESnet account, we recommend changing the password and/or email address associated with the CARESnet account. To change the password and/or email address, sign into CARESnet, click on "Preferences" and select the appropriate option.

Note: Pacific Blues Cross has posted a message on CARESnet as a reminder to UVic members to update their direct deposit information if banking details have changed.



Concerns about Fraud

Pacific Blue Cross and BC Life are committed to protecting benefits from insurance fraud and abuse. As a plan member, you can help by understanding insurance fraud and abuse and what to do about it. 

For information on understanding insurance fraud, how to protect against fraud and to report suspected fraud, visit the Blue Cross website.

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