||Ways we interact with our
|Customers and Clients
- We learn a lot from our customers and clients through e-mails,
phone calls and focus groups. In 2009, we conducted over 600,000
interviews to determine satisfaction levels with the service we
deliver. We actively seek the “voice of the
customer” – to understand what’s
working, as well as address any concerns they may have about our
products, fees and customer service.
- In 2009, they asked more questions about interest rates and how
fees are calculated when exiting a mortgage.
- A TD Ombudsman is available to address escalated concerns.
- Read more on our 2009 customer
- We conduct employee surveys in the spring and fall to measure
- We encourage employees to discuss concerns with their immediate
manager but also offer confidential services through an Employee
Ombuds Office and a formal Complaint Resolution Process.
- We also conduct focus groups, internal surveys, individual
meetings between human resources and the majority of our Canadian
employees and 360-degree feedback.
- The TD Intranet posts daily articles and employees are
encouraged to post news and views about what’s happening
in the bank. This feature has become highly popular and remarkably
candid, as employees contribute to a virtual community across the
- Read more on our 2009
employee feedback results.
- We actively engage in dialogue and solicit input on
environmental issues and initiatives from our employees,
communities and other environmental constituents.
- We maintain memberships and affiliations with industry
associations, academic institutions and multi-stakeholder
- Our Strategic Sourcing group manages relationship with several
- We are planning to review supplier diversity in 2010.
- TD has a Government and Community Relations team in Canada and
a Community Development team in the U.S.
- We work collaboratively with not-for-profit groups and
community members to have an impact on the neighbourhoods, towns
and cities where we operate.
- TD employees are actively involved through community
volunteerism, reading programs, fundraising and mentoring programs,
and through these channels we learn which causes they are concerned
|Shareholders and Investors
- TD has an Investor Relations team and a Shareholder Relations
- We actively engage our investors and shareholders through
face-to-face meetings, emails, phone discussions, investor events,
a website, and the annual meeting of shareholders.
- Investors let us know their concerns and opinions through
letters, phone calls and emails.
- We conduct ad-hoc and formal investor surveys to solicit
- We carefully review shareholder proposals and feedback and
provide regular opportunities for shareholders to communicate with
management or the Board. All these inputs help the Board understand
how we are doing and guide future governance innovations. Learn
more about our Corporate Governance practices.
|Governments and NGOs
- We are members of various associations and organizations that
are important to TD and its stakeholders.
- We foster relationships with government officials.
- We fund research projects and continue to share best practices
at conferences and forums.
- We maintain an open-door policy with NGOs (Non-Governmental