Employee input is helping us shape the programs and initiatives that we should start, stop or continue doing to help us create an outstanding company.

Employee Feedback
Just as we measure customer satisfaction, we also track employee satisfaction through TD Pulse. This is our company-wide internal survey conducted twice a year (spring and fall) and open to every employee in all countries of operation. On average 85% of our global workforce participates in the surveys — well above the norm for employee surveys — demonstrating the tremendous buyin for TD Pulse throughout the organization.

Our results demonstrate year-over-year improvement in employee satisfaction since we began to measure it in 2001. Employees give feedback on a range of topics about the organization, their team and work environment (see diagram). All TD managers are encouraged to solicit feedback and suggestions and provide a forum for employee participation in decision-making (both full-time and part-time staff). And, as part of the TD Pulse employee survey, employees rate their managers on their ability to engage staff in this manner. Managers receive a report on the results and are expected to develop specific action plans on issues that are important to their teams. Data from the survey is collected and tabulated by an outside firm to ensure confidentiality.

There are other ways we evaluate what matters to employees. For example, our Human Resources group conducts regular meetings with employees, managers and HR practitioners across Canada to hear their perspectives on issues related to the employee experience. In fact, one of the measures of TD’s Human Resources Operating Committee states that our HR group will visit 80 – 90% of all employees each year. We also have a long history of assessing executives in a 360-degree feedback process and, in 2005, we began the process for managers, with their managers, peers and direct reports assessing their application of management practices.

Voicing Concerns and Complaints
To provide a transparent and respectful workplace, we’ve created a number of channels to help employees raise and voice their concerns:

• Employee Complaint Resolution Process: If employees experience or observe what they view as a serious workplace issue that affects productivity or morale, they are encouraged to utilize this process. It ensures their complaint is raised to the right people and is handled objectively and without fear of reprisal.
• Between Us — Employee Ombuds Office: In 2007, we celebrated the 30th anniversary of Between Us, TD’s Employee Ombuds Office in Canada. The Office provides a confidential, telephone-based avenue for those employees in search of information or support as they deal with work-related issues, which may include performance-related matters, management practices, conflict within the workplace, discrimination, harassment and interpersonal relationships. Support is confidential, neutral and off the record, providing employees a safe place to be heard.
• Financial Matters Whistleblower Program: We have established this communication channel for employees to report any concerns regarding the integrity of TD accounting, internal accounting controls or auditing matters. An independent, third party supplier provides a confidential and anonymous communication channel, and employees are protected against retaliation or any adverse consequence to their employment when reporting financial matter concerns in good faith.