Publications2017 GRI index › Product Responsibility

Product Responsibility

Product and Service Labelling

DMA Product and Service Labelling is one aspect of TD’s approach to Product and Services.  

Why it's material:

Our customers expect us to offer financial solutions that enrich their lives. Increasingly, stakeholder expect TD to consider the environmental, social and economic impacts of our products and services and will choose to invest in us, work for us or bank with us based on our efforts and progress.

We train our employees to take sufficient time to explain issues and answer questions. We make product and fee information readily available in our branches, stores, investment centres and websites, and our guidelines require us to present information about our products and services in clear, easy-to-understand language.

Accountability
  • Shared accountability across Compliance, Marketing, Product Groups and Distribution
Ways we measure our approach and impacts
  • Legendary Customer Experience (LEI) results
  • Sales
  • Customer retention
  • Accessibility of services
  • Access locations across network
  • Internal monitoring and testing reviews
Relevant TD policies
More information
G4-PR3 Type of product and service information required by the organization’s procedures for product and service information and labelling.  
 
G4-PR4 Total number of incidents of non-compliance with voluntary codes concerning product and service information and labelling.  

There were no incidents of non-compliance in 2017.

 
G4-PR5 Results of surveys measuring customer satisfaction.  
 
G4-FS15 Policies for the fair design and sale of financial products  
 
G4-FS16 Initiatives to enhance financial literacy by type of beneficiary  

Customer Privacy

DMA Customer privacy is one aspect of TD’s Global approach to Privacy and Data Security  

Why it's material:

In the digital era, security and privacy threats continue to escalate. For financial institutions that rely extensively on technology, the consequences of a breach in data security and privacy are significant.

The bank actively monitors, manages and continues to enhance its ability to mitigate technology and information-security risks through enterprise-wide programs, industry best practices and robust threat and vulnerability assessments and responses.

Accountability
  • Chief Risk Officer
  • Chief Privacy Officer
  • Senior Vice President, Technology Risk Management and Information Security
Ways we measure our approach and impacts
  • Continuity of service and systems
  • Incident tracking and risk assessments
Relevant TD policies
  • Privacy Code
  • TD has additional policies to support the management of privacy, fraud and data security
More information
 
G4-PR8 Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.  

In 2017, the Office of the Privacy Commissioner of Canada did not rule against the bank on any privacy complaints. In the U.S., there were no regulatory privacy findings against the bank, and in Europe and Asia Pacific, no such complaints were made against the bank.