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TD has many stakeholders: customers, employees, shareholders, communities, government and suppliers, among others. We value relationships with each of these groups and work hard to promote and support their diverse needs.
Operating in the best interests of all our stakeholders is a balancing act and an evolving process. That's why we actively consult and listen to stakeholders on a regular basis. We believe that open, respectful, two-way relationships are critical to TD's long-term success. And, as a company that takes pride in being a good community partner, meaningful engagement with stakeholders is a normal part of how we operate.
TD uses a variety of approaches to engage with stakeholders - one-on-one meetings, surveying, collaboration, corporate memberships and other forms of dialogue, communication and involvement. These efforts help us to identify key issues and concerns to each stakeholder group and ensure we're in touch with their evolving expectations.
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Stakeholder Group
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Main Accountability at TD
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Engagement & Feedback Channels
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Communities
Charities
Not-for-profits
Community members
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Government & Community Relations department. Periodic reporting to the Board of Directors. |
Consultations/
meetings
Collaboration with community groups, schools, public libraries, etc.
Memberships/
affiliations
Employee volunteerism
Outreach (e.g., mentoring programs)
Student scholarships
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Environment
All people and businesses
Organizations dedicated to the environment
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Centralized within Corporate Environmental Affairs group, with responsibilities shared among departments, including Retail and Corporate Real Estate, Government & Community Relations, Corporate Operations and Legal. Periodic reporting to Risk Committee of the Board of Directors. |
Collaboration and dialogue with environmental organizations
Memberships/
affiliations
TD Friends of the Environment Foundation
Surveys
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| Customers
Individuals and families
Small, medium and large businesses
Governments
Not-for-profits
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Different business lines responsible for respective customers. Periodic reporting to the Board of Directors. |
Customer Service Index
Voice of the Customer research
Problem Resolution Process
Focus groups
Day-to-day feedback
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Employees
Within Canada and abroad, across all affiliates
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Central and line-of-business Human Resources departments, as well as People Managers across TD. Periodic reporting to the Management Resources Committee of the Board of Directors. |
TD Pulse global employee survey (twice/year)
Internal Communications Survey
Employee Council for Employment Equity
360-degree feedback process for managers
Complaint Resolution Process
Employee Ombuds Office
Focus groups
In-depth personnel review processes
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Shareholders/
Investors
Individuals
Institutions
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Shared across TD business lines and head office, as led by the President and CEO, with oversight by the Board and its Committees. |
Individual and group consultations/meetings
Public and private investor events
Annual General Meeting
Correspondence via letters, phone, email
Stakeholder surveys
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Society/Other
Suppliers
Governments
Non-governmental organizations
General public
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Shared among different departments, including Government & Community Relations, TD Economics and all business lines. |
Participation in multi-stakeholder initiatives
Memberships/
affiliations
Ongoing relationships with local, provincial and federal government officials
Stakeholder surveys
Partnerships in research
Best practice sharing (speaking at conferences, forums, etc.)
Dialogue on citizenship issues
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