Accessible Services

At TD, we’re dedicated to offering products, services and facilities that are accessible by all people, including those who may not otherwise have easy access to financial services — such as persons with disabilities, seniors and those with low or vulnerable incomes.

Persons With Disabilities

One of the goals of TD’s Diversity Leadership Council is to have persons with disabilities view us as a bank of choice. Each year we continue to provide increased accessibility to TD products, services and facilities for persons with disabilities. For example:

All automated banking machines in Canada and 99.87% in the U.S. (1,570 out of 1,572) are equipped with audio functionality.
TD has been a leader in introducing and delivering online services, which are convenient and affordable for people of all abilities. Our accessibility websites on tdcanadatrust.com and tdwaterhouse.ca are aimed at keeping customers and clients informed of our available offerings and accommodations. They also feature a feedback form and toll-free number so that we can continually look to make improvements based on what matters to our customers and clients.

Seniors, Students/Youth and Low-Income Customers

For seniors, we continue to enhance the accessibility of our premises and services. In Canada we offer the Plan 60 Chequing Account, which features unlimited free transactions and special discounts.

TD also works to ensure those with low or vulnerable incomes have the opportunity to open an account and perform banking transactions. For example:

In Canada, we offer the Value Account, a low-fee, basic banking option; a Youth Account providing free unlimited transactions for those under 19 years of age; and a Value Plus Chequing Account with no monthly fee for post-secondary school students.
We comply with Canadian government Access to Basic Banking Services Regulations by cashing government-issued cheques that are $1,500 or less at no charge for non-customers and by opening personal banking accounts regardless of whether a person is unemployed, is or has been bankrupt or can’t make an initial deposit, as long as required conditions are met.
In the U.S., TD Bank offers the SimplyFree Personal Checking Account that starts free and stays free, with no monthly maintenance fees. TD Bank opened five new branches in low- or moderate-income areas in 2008 and continues to look for ways to improve access to credit for people in these areas through special products and educational seminars.

Accessibility and accommodation in Canada

Bank documentation, such as credit card statements and personal cheques, is available in alternate formats at no additional charge, upon request. The most popular alternate formats are large-font and Braille. Our Annual Report can be provided in an audio format.
In 2008, we added electronic large-font versions of our most popular brochures to our accessibility website, providing customers and clients with another convenient way to access product and services information.
TD provides generic large-font and Braille business cards in all customer-facing locations.
Customers who are Deaf, deafened or hard of hearing can use our TTY services, which utilize teletype devices with written text for communication, or conduct their telephone banking transactions through Relay Services.
We’ve designed our online sites according to international guidelines on Web accessibility. That means our website content is easy to use, navigate and listen to for customers with visual, hearing or dexterity challenges.
We have an External Advisory Committee, with representation from groups that promote the needs of persons with disabilities, which provides input on initiatives to support an inclusive banking experience at TD.
The TD Premises Accessibility Standard is our own high internal benchmark for ensuring all new premises are fully accessible. Our standard meets or exceeds applicable code requirements nationally and aligns with the Canadian Standards Association’s guidelines for accessible design of buildings and facilities.
TD operates from a number of existing older facilities, and we are constantly making modifications to make them accessible. In 2008:

We completed 211 retrofit projects at retail branches and investment centres to provide designated barrier-free parking spaces and/or ramps, automatic door operators and accessible greeter stations, teller stations and offices.
We invested $1.16 million to retrofit 39 corporate offices across Canada to meet the TD Premises Accessibility Standard. Enhancements included providing adequate wheelchair manoeuvring space in meeting rooms; providing power operators on main entrance doors and ensuring that existing card readers, phones and power operators were relocated to the correct accessibility levels; and lowering sinks and counters to allow for accessibility.