Raising awareness of how we support customers with disabilities
In 2010, we wanted to create awareness of TD’s products and services to support customers with disabilities. Our initiatives included:
- A newly launched Registered Disability Savings Plan (RDSP);
- An awareness campaign featuring a person using a scooter; and
- Accessibility improvements to our customer website.
We completed 89 accessibility projects at retail branches across Canada, investing over $1 million to ensure our facilities provide designated barrier-free parking spaces, sidewalks and/or ramps, automatic door operators and accessible entrance vestibules and night deposit boxes.
Service in Sign Language
In 2010 we launched a three-month pilot of video remote interpreting technology in one of our Milton, Ontario-area branches. This technology enables deaf customers to conduct more complex transactions with us with the support of an interpreter through a webcam session. Initial customer feedback is positive. At the end of the pilot we will determine its usefulness to our customers before deciding if we will make it available in more branches nationally in 2011.
One upcoming change that will have an impact on our business is the new regulations being implemented in 2012 under the Accessibility for Ontarians with Disabilities Act (AODA). The act covers accessibility provisions for customers and also accommodation measures for employees. We are in discussions with the Ontario government and have dedicated groups working with our businesses to assess and incorporate best practices.