The protection of your personal information is our priority

Our members matter to us, so we've developed a solution to protect them. These new measures will ensure all our personal and business members' personal and financial information remains protected.

Here are the 3 measures we have put in place:

  1. Protection: Your accounts and assets at Desjardins are protected. We want to assure you that you won't suffer a financial loss if unauthorized transactions are made in your Desjardins accounts as a result of this situation.
  2. Personalized support: If your identity is stolen, we will offer you personalized support. Our team of experts and lawyers will be there for you throughout the identity recovery process. You can count on us. We will also be able to provide you with reliable information on identity theft and how to protect yourself. This assistance service is offered to all members free of charge.
  3. Reimbursement: All Desjardins caisse members will benefit from a new solution that will reimburse up to $50,000 for certain expenses related to identity theft. Eligible expenses may include loss of wages, notarizing documents, legal or accounting fees and other types of expenses related to identity recovery. More details about what types of expenses are eligible and what conditions apply will be available shortly.

For more information about these new measures or to take advantage of our personalized support service, call 1-800-CAISSES (1-800-224-7737) (personal members) or 1-888-AFFAIRE (1-888-233-2473) (business members).

We are still hard at work developing innovative solutions to protect your personal information. Stay tuned for more.

Affected members who want to sign up for the Equifax service can still do so using the activation code they received by mail. We're covering the full cost of this 5-year service. Signing up for the Equifax service doesn't in any way minimize the benefits all Desjardins members are currently receiving; it's a complementary service that will provide you with alerts if there are key changes to your credit report.

See our page about what identity theft is

When it comes to your personal information, you can never be too cautious. Visit the Security section of our website to learn more about how to improve your online security practices. The identity theft protection is provided to Desjardins caisse members in Quebec and Ontario who use our banking services. Insurance and investment clients are not covered.

How to reach us

By phone

Personal
1-800-CAISSES (1-800-224-7737)
Daily 9:00 am - 9:00 pm

Business
1-888-AFFAIRE (1-888-233-2473)
Monday to Friday 8:00 am - 8:00 pm
Saturday and Sunday 8:30 am - 8:30 pm

To find answers to common questions, see our FAQ.

If you're one of the affected members, you'll receive a personalized letter in the mail and a message in your secure AccèsD inbox. We won't contact you by phone, email or text message about the privacy breach. Stay alert!

That means you're not one of the members who has been affected by the situation.

On June 14, 2019, the Laval police provided Desjardins with information confirming that the personal information of more than 2.9 million members (2.7 million personal members and 173,000 business members) had been disclosed to individuals outside the organization. This situation is the outcome of unauthorized and illegal access to our data by an employee who has since been fired.

The personal information of 2.9 million members has been affected.

This includes 2.7 million personal members and 173,000 business members.

The affected information of personal members is comprised of: first and last name, date of birth, social insurance number, address, phone number, email address and details of banking habits and Desjardins products.

The affected information of business members is comprised of: business name, business address, business phone number, owner's name and names of users on the AccèsD Affaires account, along with details of the business's banking habits and Desjardins products (e.g., product type, account balance). Some of the personal information associated with AccèsD Affaires account users may also be affected. If that is the case, the affected users will receive a letter informing them of the situation.

We want you to know:

  • The following information was not compromised: AccèsD passwords (for both personal and business accounts), security questions and PINs.
  • Desjardins has not been the target of a cyberattack.
  • We have not noticed a recent increase in fraud cases.

Additional monitoring and protection measures were put in place on all member accounts. You will also notice that the procedures for confirming your identity in person and over the phone have been strengthened. Other measures have also been put in place, but these must remain confidential to ensure their effectiveness. We notified the following authorities: the Office of the Privacy Commissioner of Canada, the Commission d'accès à l'information du Québec and the Autorité des marchés financiers. We fired the employee responsible for the leak.

We understand your concern. As soon as we became aware of the situation, we hired experts, began working closely with the police, and introduced additional measures to protect our members' personal information, transactions and assets.

This is a first for Desjardins, and we will do everything in our power to make sure it's the last. Unfortunately, no company is fully protected from attempts to steal personal information. We're taking the situation extremely seriously.

As with every incident like this, we started investigating as soon as the situation came to light, and we continue to do so to ensure that our members' information is secure.

Thanks to the investigation conducted by our teams in collaboration with the authorities and other experts, we were able to pinpoint the cause of the incident and put additional security measures in place to protect our members' personal information.

Rest assured: protecting our members' personal information is a priority for Desjardins.

All Desjardins caisse members are covered by the new solution, which will reimburse them up to $50,000 for certain expenses related to identity theft.

  1. Costs for filing reports and making amendments and corrections: Costs to get notarized statements or other similar documents, to make long-distance phone calls or to travel to other cities, as well as reasonable postage costs you incur to report an identity theft or to amend or correct information about yourself as the result of the theft.
  2. Costs to sign up for fraud alerts and credit reports: The fee to sign up for fraud alerts, as well as other reasonable fees to get up to 4 credit reports from Equifax and/or TransUnion (up to 2 reports each), issued within 12 months of the date you became aware of the identity theft.
  3. Recovery: Payment of reasonable expenses that result from the identity theft, such as the cost to freeze and unfreeze credit, transcription fees, court fees to file a defence, fees for expert witnesses up to $200/hour, and courier fees.
  4. Salary: A real, reasonable or necessary loss of your base salary, due to an absence from work, if your absence is only related to trying to correct information about you or your identity as the result of the identity theft.

    A real loss of salary includes compensation for days off, but excludes sick days, interrupted activities and the future income of a self-employed professional, as well as business expenses. However, the actual salary paid to employees assigned to recover the identity of a business can be reimbursed. This reimbursement is limited to the base salary for the 12-month period after you discover the identity theft. The base salary must be justified by using the previous year's tax return and will be calculated on the basis of that document.

  5. Childcare expenses: Expenses paid to care for children or the elderly that you would not normally have paid and that are the direct consequence of the reasonable and necessary time you need to spend to recover your identity.
  6. Medical reports: Reasonable and necessary expenses you pay to order medical reports to amend and/or correct your documents as a result of the identity theft.
  7. ID: Reasonable and necessary expenses you pay to replace ID, such as a driver's licence and a passport, as the result of the identity theft.
  8. Investigation agency or private detective: Reasonable and necessary expenses you pay, up to $125/hour, to hire an investigation agency or a private detective to amend or correct information about yourself or your actual identity as the result of identity theft. We reserve the right to select the investigation agency or the private detective. However, with our express written prior approval, you may choose the investigation agency or private detective.
  9. Accountant: Reasonable and necessary expenses you pay, up to a maximum of $200/hour, for the services of an accountant to amend or correct information about yourself or your actual identity as the result of the identity theft. We reserve the right to select the accountant. However, with our express written prior approval, you may choose the accountant.
  10. Legal fees: Reasonable and necessary expenses for a lawyer of your choice, up to $200/hour, as well as for related legal fees incurred by the member with our approval for:

    1. Legal defence for any legal action taken against you by a merchant, a creditor or a collection agency, or any agency acting on their behalf, for the non-payment of goods and services or the failure to service a debt, as the result of the identity theft.
    2. Legal defence against any civil suit or the annulment of any civil conviction against you as the result of the identity theft.
    3. Contesting the accuracy and exhaustiveness of any information in your credit report, medical report, tax history or any other file, as the result of the identity theft.
  • The service includes daily access to your credit report, alerts of key changes, and identity theft insurance.
  • Your personal activation code is in the letter. You have until December 31, 2019, to activate the service on Equifax's website: http://myservices.equifax.ca/prem - This link will open in a new window.. The letter containing the activation code will also have Equifax's phone number. You can call them if you need help activating the service. You can also activate the plan by calling us at 1-800-CAISSES (1-800-224-7737), on AccèsD, or at your Desjardins caisse.
  • Please note that you'll need an email address to activate the service.
  • To find out more about how to sign up for the Equifax credit monitoring plan, see our guide (PDF, 348 KB) - This link will open in a new window..

The Desjardins solution is a Member Advantage that is free of charge and that includes identity recovery assistance and reimbursement of up to $50,000 for certain related costs in the event of identity theft. We're also offering psychological assistance to members who request it.

The Equifax protection package includes credit score monitoring, alerts of key changes to credit reports and identity theft insurance. This 5-year package is being offered to Desjardins members affected by the privacy breach announced on June 20 who use their code to activate it by December 31, 2019.

Please visit the dedicated section at desjardins.com. It contains tools and tips to help you navigate today's digital world.

Every member is responsible for making sure that they can retrieve their mail after a move, whether that means signing up for a mail forwarding service or following up with the new residents.

Here are some things you can do to ensure a smooth transition if you're moving:

  • If you need to change your address with Desjardins, you can update your information through AccèsD, either online or by phone. There is an FAQ on Desjardins.com that can help you out. Be sure to include your moving date for the change of address.
  • It's always good to make sure that your address has been changed with all government organizations and businesses that you deal with. The Canada Post moving checklist, the Service québécois de changement d'adresse and the federal government's list of departments to contact are all great tools for making sure you don't forget anything.
  • You can also use the Canada Post mail forwarding service that lets you automatically redirect your mail from your old address to your new one.

Whether or not you have been affected by the privacy breach, you’re now covered by the new solution we’ve developed.

If your business's information was affected by the privacy breach, you'll receive a letter.

What information about businesses was affected?

  • Company name
  • Company address
  • Company phone number
  • Company email address
  • Owner's name
  • Name of AccèsD Affaires user
  • Certain information about your business's banking habits and Desjardins products held by your business

The following information was not affected:

  • Passwords of AccèsD Affaires users
  • Personal identification numbers (PINs)
  • Security questions
  • Company's financial statements
  • Company's real estate assets

What we've already done:

  • When you call us, additional steps are now required to confirm your identity.
  • We're carefully monitoring the activity in all your business's Desjardins accounts on an ongoing basis.
  • We've informed the Office of the Privacy Commissioner of Canada, the Commission d'accès à l'information du Québec and the Autorité des marchés financiers. You don't need to report anything.
  • If the privacy breach affects your business, you'll receive a letter with all the information you need.
  • If you don't receive a letter, it means your business is not affected by the situation—but it's always a good idea to be vigilant.
  • We've also set up a website to provide members with more information. It's at www.desjardins.com/personal-information.
  • In addition, our Cybersecurity Kit includes tools and advice especially for businesses operating in today's digital world. Find out more at www.desjardins.com/ca/protect-your-business-against-cyberattacks/index.jsp.

What you can do:

  • Be suspicious of any emails and text messages you receive that ask you to provide personal information. Desjardins will never send you unsolicited emails or text messages asking for personal information.
  • Make sure all your recent account activity is legitimate.
  • Our agents are available Monday to Friday from 8:00 a.m. to 8:00 p.m. and weekends from 8:30 a.m. to 4:30 p.m. to offer assistance and answer any questions you might have.

Some minors are affected by the privacy breach. Personalized letters will be mailed out on July 15 and 16.

Equifax put together special services at our request because there's nothing currently on the market designed for minors. These services include:

  • 6 years of the fraud alert service asking lenders to call the member to confirm that loan applications made in their name are legitimate
  • 5 years of identity recovery assistance in the event of identity theft, plus identity theft insurance of up to $50,000 to cover certain expenses

As well, starting July 15, Desjardins is offering a new identity theft solution to all members. This solution is on top of the Equifax package. It's free of charge and does not need to be activated.

Desjardins is offering a service to members who don't have an email address but would like to sign up for Equifax credit alerts. A dedicated team of advisors will handle notifications. They will contact members to let them know as soon as they are notified.

These advisors will only have access to the information in the email alert Equifax sends to Desjardins. They won't have access to members' credit reports. If the member does not recognize this activity, or would like more information, they will have to contact Equifax's customer service.

Desjardins will attempt to call you by phone a maximum of 3 times within 48 hours of receiving the Equifax alert.