Our Key Stakeholders

Within each aspect of corporate responsibility, we actively engage with our key stakeholders to define priorities and goals. Stakeholder engagement involves two-way dialogue through formal and informal means.

When identifying stakeholder organizations that we wish to engage with (e.g., those associated with community, diversity, customer and environmental issues), we try to collaborate or support organizations that align closely with our areas of focus. For example, The TD Friends of the Environment Foundation prioritize projects that seek to protect or preserve the Canadian environment (among other criteria).

Here are some of the many ways we seek feedback from our stakeholders:

Group Ways we interact with our Stakeholders:
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 feedback results.