A Safe and Secure Banking Experience

    • A Safe and Secure Banking Experience
    • Performance
    • Part of treating our customers fairly is ensuring that we provide them with a safe and secure banking experience. We are committed to protecting their information and do this through compliance with external regulations, as well as through a range of internal policies, that cover:

      • Code of conduct;
      • Information Security and Fraud Protection; and
      • Anti-Money Laundering and Anti-Terrorist Financing.

      Codes of Conduct

      TD abides by several industry-leading codes of conduct and public commitments designed to safeguard consumer interests. Learn more about our codes of conduct and public commitments.

      In addition, all TD employees and directors must comply with TD’s Code of Conduct and Ethics, which defines organizational expectations and the way we do business. Certain businesses also have supplementary codes of conduct and policies that apply to employees.

      Information Security and Fraud Protection

      TD has a dedicated team of security and fraud-management professionals who develop and oversee security standards to protect our systems and our customer information against unauthorized access and use. They continually assess our security programs to ensure they are robust and reflect global trends and standards.

      • Safeguarding our customers’ information is TD’s utmost priority. Secure firewalls, monitoring that proactively identifies unusual customer account activity and top-level encryption of customer data are just some examples of our vigilance.
      • In Canada, chip technology in our debit and credit cards increases protection against counterfeiting and skimming fraud.
      • We have privacy policies and practices in place across our global operations that protect our customers’ information. These privacy policies and practices respect all applicable privacy laws in countries where we do business.
      • In both Canada and the U.S., privacy and security Web pages help customers understand how to identify and protect themselves against theft, e-mail scams and other fraud risks We reinforce the fact that we do not ask customers to provide personal or log-in information through unsolicited e-mail.
      • We guarantee 100% reimbursement for losses from unauthorized online banking/brokerage activity.

      Anti-Money Laundering and Anti-Terrorist Financing

      Money laundering is a criminal activity that uses the international financial system to move money around and disguise its true origin. To comply with anti-money laundering laws in Canada and other countries in which we operate, we have implemented our Global Anti-Money Laundering Program which encompasses these statutes and establishes minimum standards and requirements across all our businesses throughout the world.

      Guidelines in the TD Code of Conduct and Ethics require that an employee not knowingly initiate or be party to a money-laundering scheme.

      We are also committed to complying with the United Nations Suppression of Terrorism Regulations. We prohibit employees from dealing, directly or indirectly, with any person or group known or reasonably known to be involved in or supporting terrorism activities. Employees are required to report illegal, suspicious or unusual activity.

    • Compliance Training

      We provide compliance courses on various topics related to consumer protection and responsible business conduct. Successful completion is monitored and mandated. Additional training, job aids, meeting planners and other learning tools are also made available to employees to help ensure awareness of and compliance with consumer protection measures, including anti-corruption policies and procedures in the U.S.

      Key Compliance Training Programs Completed by:
      In Canada  
        Consumer Protection Employees in relevant job functions
        Privacy All
        Information Technology Security Awareness All
        Anti-Money Laundering All
      In U.S.  
        Privacy and Information Security All
        Compliance All
        Bank Secrecy Act / Anti-Money Laundering All
        TD Code of Conduct and Ethics All
        Avoiding Sexual Harassment All
        Ethics for Bankers All
        Community Reinvestment Employees in relevant job functions
        Fair Lending Employees in relevant job functions
        Information Asset Protection Fundamentals Employees in relevant job functions

      Privacy Complaints

      In 2010, we addressed five complaints as the Office of the Privacy Commissioner of Canada (OPCC) continued efforts to close old files.

      Substantiated Privacy Complaints1 2010 2009 2008
      Privacy complaints made by customers in which the OPCC ruled in favour of the customer 5 5 2
      Reports voluntarily made by TD to the OPCC regarding customer data 5 2 2

      1 Canada only.