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Customer/Client Diversity

The ability to provide our diverse customer base with the same quality customer experience across the board is an important focus for us at TD. We’re doing this every day through our multi-language online services and automated banking machine network, numerous branch locations in ethnic communities and ongoing improvements to the accessibility of our customer locations.

Serving Diverse Communities

One of the priorities of TD’s Diversity Leadership Council is to better serve diverse communities, and Canada’s Asian community is one example. In certain geographic areas, we maintain and continue to strengthen our capacity to service this growing segment. In Canada, for example

• We have 116 Chinese-focused branches, 14 Korean-focused branches and 51 South Asian-focused branches.
• We offer product literature in Chinese, Korean and Punjabi.
• We deliver automated banking machine service in Chinese.
• We provide Mandarin and Cantonese EasyLine toll-free numbers.
• We have dedicated sections on tdcanadatrust.com for Chinese, Japanese and South Asian customers. The South Asian section was launched in 2008.

We provide services for other ethnic communities as well, driven by local needs. For instance, we also offer automated banking machine service in Italian and Portuguese in Canada. In the U.S.:

• 87% of our automated banking machines deliver service in Spanish and approximately 50% offer service in German, Russian, Greek, Hindi, Portuguese and Italian, as well as Chinese and Korean. In 2009, we will be expanding French language service at roughly 55% of our automated banking machines.
• Spanish is available on our public and retail banking websites.
• Product information in Spanish is offered in most branches.
• We have one Spanish version of a Penny Arcade in South Beach, Florida, and one Chinese version in Chinatown in New York City (a Penny Arcade is TD Bank's free, interactive coin-counting machine).

Gay, Lesbian, Bisexual, Transgendered and Ally (GLBTA) Customers

Offering a supportive environment for the GLBTA population is another priority area for TD’s Diversity Leadership Council. Among our initiatives in this area:

• In several major cities, TD has partnered with GLBTA associations, such as the Quebec Gay Chamber of Commerce, to meet the specific needs of business in these communities.
• We have year-round advertising campaigns to reach the GLBTA community in various mainstream and target publications, portraying TD as a welcoming bank. As one example, in 2008 TD Insurance Home and Auto placed ads on several GLBTA-oriented websites, including xtra.ca, fugues.com, voir.ca and hour.ca, and in GLBTA-oriented directories such as index.ca, gaycanada.com and the Quebec Gay Chamber of Commerce. To date TD Insurance is the only insurance company that has addressed this market in this manner, making the campaign a Canadian first in the insurance industry.

Canada’s Aboriginal Communities

At TD Waterhouse, we have an Aboriginal Trust Services team dedicated exclusively to serving the needs of Canada’s Aboriginal communities, helping them establish and manage trusts to protect settlement income and resource revenues with a view to securing their prosperity and preserving cultural values for generations.

For many years, we have worked hand in hand with First Nations Bank of Canada (FNB) to establish leading retail and business banking centres in Aboriginal communities across Canada. FNB was founded in 1996 as a strategic alliance of the Saskatchewan Indian Equity Foundation Inc., the Federation of Saskatchewan Indians, Inc. and TD. In 2007, FNB completed a private placement with investors, the proceeds of which are being used to fund its growth and resulted in the dilution of TD’s ownership in FNB from approximately 89% of voting shares to 9% of voting shares. This move represents another step toward fulfilling the vision that launched FNB over a decade ago — an Aboriginal-owned and controlled independent bank. To enable FNB to continue regular business operations and to provide FNB time to develop independent operational ability, TD has committed to providing certain services to FNB in the same manner as it does today for a period of time.

Customers With Disabilities

TD offers an extensive range of products and services for customers with disabilities, from bank materials in alternate formats to accessible facilities and online services. Learn more in our Accessible Services section.