AutoCanada August 2024 Cybersecurity Incident – FAQs
What happened?
A cybercriminal gained access to some of our systems. The incident occurred during the period of July 13, 2024, to August 17, 2024. The cybercriminal stole certain data, and some of it was later posted on the dark web.
Why am I just hearing about this?
After learning of the incident we needed time to confirm who was affected and what data was involved. Now that we have identified the individuals whose personal information was likely affected, we are reaching out so you can take steps to protect yourself.
What personal information was affected?
It depends on the person and whether the affected person was a customer or employee. For customers, the data may include personal details, identity documents, financial information, and other records such as insurance or vehicle registration. For employees, affected information may also include employment-related records, payroll data, and health or benefits documentation. Not all data elements apply to every person, and it is not possible to confirm with certainty which specific information was involved in each case.
What have you done about it?
After discovering the incident, we conducted a review to assess who was affected, verified contact information, and determined what types of personal information may have been involved. We also locked down the systems, removed the third party’s access, worked with external experts, notified the police and applicable federal and provincial privacy commissioners, and upgraded our security controls.
Is the situation under control now?
Yes. The third party’s access was removed shortly after our discovery of the incident, and our systems have since been monitored closely.
What are you doing to help me?
We are offering two years of free identity theft protection and credit monitoring through Equifax Canada.
How do I sign up for the Equifax service?
Instructions are included in the letter or email we sent you. If you did not get one, please call us at 1-877-250-2860.
What should I do now?
Enrol in the Equifax service, watch your financial accounts, and be careful with emails or messages asking for personal information.
What’s the deadline to sign up?
You must enrol by November 30, 2025.
Was my data misused?
We have no proof that your data has been misused. But we recommend you stay alert and use the credit monitoring service.
Can this happen again?
We cannot guarantee that an incident of this nature will not happen again, but we have taken strong steps to reduce the risk going forward.
Can I find out what specific data about me was accessed or stolen?
It is not possible to confirm with certainty which data elements belong to specific individuals. We analyzed the affected data using automated processes that involved data deduplication and similarity-based matching, which limits our ability to accurately isolate data by individual.
What is the dark web?
The dark web is a hidden part of the internet where stolen data is sometimes shared. It is not searchable by regular browsers and is often used for illegal activity.
I was not notified of the incident—what should I do?
If you think you might have been affected by the incident, please call us at 1-877-250-2860, Monday to Friday, 9:00 a.m. to 9:00 p.m. ET.
Why does AutoCanada have my personal information?
AutoCanada owns or operates numerous dealerships and collision centres in Canada and the United States. If you received a notification, you may have purchased, leased, or financed a vehicle at one of AutoCanada’s dealerships or had your vehicle serviced at one of our service locations. Please use our dealership or service centre location tool at www.autocan.ca to view all of AutoCanada’s dealerships and collision centres.
I only received a notification in French. I want an English copy.
An English version of the notification is being delivered. If you have not yet received it by August 31, please contact our call centre and we will promptly resend the English version to you. Our intention is to ensure that all recipients receive communications in their preferred language, and we appreciate your patience while we finalize delivery.
I want to speak to someone at AutoCanada. Who do I contact?
To ensure you receive accurate and timely information, we ask that inquiries related to the security incident be directed to the dedicated call centre. The call centre is staffed and maintained specifically to support affected individuals and provide consistent, up-to-date responses. We are committed to helping you, and this approach allows us to do so as effectively as possible. The call centre can be reached at 1-877-250-2869 Monday to Friday, 9:00 a.m. to 9:00 p.m. ET.
What steps can I take to protect my personal information?
Monitor your accounts for unusual activity
Check your bank, credit card, and other financial accounts regularly. If you see anything suspicious, contact your financial institution right away. You should also report possible identity theft to your local police and the Canadian Anti-Fraud Centre (CAFC).
You can report an incident to the CAFC by visiting https://antifraudcentre-centreantifraude.ca/report-signalez-eng.htm or calling 1-888-495-8501.
Check your credit report
You are entitled to a free copy of your credit report from Canada’s two credit bureaus. Reviewing your report can help you spot fraud early. Contact them directly:
Equifax Canada
Website: https://www.consumer.equifax.ca/personal/
Phone: 1-800-465-7166
Mail: National Consumer Relations, P.O. Box 190 Station Jean-Talon, Montreal, QC H1S 2Z2
TransUnion Canada
Website: https://www.transunion.ca
Phone: 1-877-525-3823
Mail: Attention: Consumer Relations, P.O. Box 338, LCD1, Hamilton, ON L8L 7W2
Consider a fraud alert or credit freeze
You may want to place a fraud alert on your credit file. This tells lenders to take extra steps to confirm your identity. Fraud alerts stay in place for six years. Contact Equifax or TransUnion to request one.
If you live in Quebec, you can also request a credit freeze, which restricts access to your credit file.
Use free resources on identity theft
The CAFC offers advice on how to avoid identity theft and what to do if it happens to you. Visit https://www.antifraudcentre-centreantifraude.ca/index-eng.htm for more tools and information.