Update: Privacy breach and return to service of BGRS and SIRVA Canada

November 20, 2023 - Defence Stories

Defence Team Members,

The protection of personnel information is a top priority and the Department of National Defence and the Canadian Armed Forces (DND/CAF) are committed to doing everything possible to always protect that information.

On October 20, Defence Team members received an update on the incident impacting relocation services across government. 

DND/CAF and the Government of Canada are continuing to work closely with BGRS and SIRVA Canada to assess the potential scope and impact of the recent privacy breach. This matter is being taken very seriously and a full analysis of the incident will take time. BGRS and SIRVA reported this incident to the Canadian Centre for Cyber Security (Cyber Centre), to the Office of the Privacy Commissioner, and to the Royal Canadian Mounted Police.

BGRS and SIRVA Canada have indicated that a full assessment of this breach will take several weeks or more to complete given the volume and complexity of the data. The Government of Canada is not waiting for the outcomes of this analysis and is taking a proactive, precautionary approach to support those potentially affected. Services such as credit monitoring will be provided to current and former members of the public service, RCMP and the Canadian Armed Forces who have relocated with BGRS or SIRVA Canada during the last 24 years. Additional details about the services that will be offered, and how to access them will be provided as soon as possible.

Anyone who sees unauthorized access to personal or financial accounts should take the following steps:

1. Notify their financial institution immediately,
2. Contact local police, and
3. Contact the Canadian Anti-Fraud Centre (CAFC) using their Online Reporting System or by phone at 1-888-495-8501.

For currently relocating members

The BGRS Guide relocation web portal has been operational for CAF members since October 27, and ReloDialogue, the relocation web portal for DND civilians and other federal departments returned to service on November 3. Upon accessing the system, Defence Team members should update their login credentials and change their password.

SIRVA has been unsuccessful in restoring all transactions made between September 23 and 28. Anyone relocating is advised to closely review any activity including claims, uploaded documents, or registrations that were submitted during this period for accuracy and completeness, and are encouraged to contact a BGRS agent if there are any discrepancies in their files by calling 1-844-447-5520.

This is an evolving situation and further information will be shared as it becomes available. Current and former employees who have questions should contact their departmental privacy teams. Further guidance about the overall impact of this data breach will be provided as assessment works continues and additional information becomes available.