Publications2018 GRI index › Social

Social

Material Topic: Social and Economic Inclusion

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 22
GRI Boundary Table
An era of unprecedented change driven by technological acceleration and automation has presented new dynamics - inconsistent work hours, multiple sources of income, self-employment and the gig economy - into the workforce. Many people are concerned that they - or their children - will be left behind, excluded from social and economic opportunities. Within this changing environment, finding new ways to serve unbanked and underbanked consumers, educating our customers to make better-informed financial decisions to drive confidence, and breaking barriers to access for minority-and women-led small businesses, are all goals we hope to help our customers achieve. We are acutely aware that TD's long-term success as a business depends upon the prosperity and growth of all the communities we serve.

Accountability: Corporate Citizenship Council, Corporate Governance Committee, day-to-day implementation- Global Head, Sustainability and Corporate Citizenship

103-2 The management approach and its components

ESG Report page 22-31
TD Code of Conduct and Ethics
Anti-Bribery and Anti-Corruption Policy
Supplier Code of Conduct
The Ready Commitment and The TD Ready Challenge
Ways we measure our approach: Accessibility of services, reach of financial education initiatives in diverse communities and for diverse groups, economic value distributed, taxes paid, responsible sourcing practices, philanthropic donations (1% of pre-tax profit as benchmark of corporate donations, % giving by the Ready Commitment drivers).

103-3 Evaluation of the management approach

ESG Report page 22-31

GRI 201: Economic Performance

201-1 Direct economic value generated and distributed

ESG Report pages 28-29 on Economic Value.

SDG 8.1: Per capita economic growth in accordance with national circumstances.

G4FS-EC1 Direct economic value generated and distributed- community investment

ESG Report page 26 on Strategic Philanthropy.

SDG 8.1: Per capita economic growth in accordance with national circumstances.

G4FS-6/SASB Amount of loans to programs designated to promote small business and community development

ESG Report page 27 on community development loans and page 28 for loans to small businesses.

SDG 8.3: Job creation and entrepreneurship.

GRI 203: Indirect Economic Impacts 2016

203-1 Infrastructure investments and services supported

ESG Report page 27 on Affordable housing.
ESG Report page 20 on Green Bonds.
LC Report for contribution to the low-carbon economy.

203-2 Significant indirect economic impacts

ESG Report page 26 on Strategic Philanthropy for impacts of TD's giving.
ESG Report page 30 on Responsible Sourcing for TD's impact on sourcing diverse suppliers.
ESG Report pages 23-24 on Serving diverse customers for information on how TD is lowering the barriers for banking.
ESG Report page 27 on Affordable Housing for information on how TD is reinvesting in LMI communities.
ESG Report page 31 on Taxes for information on taxes TD pays and collects on behalf of governments.

GRI 413: Local Communities 2016

413-1 Operations with local community engagement, impact assessments, and development programs

100% of our operations. In the U.S. community engagement, impact assessment and development programs are federally legislated by the Community Reinvestment Act.
ESG Report page 26 on Strategic Philanthropy.
ESG Report page 27 on Supporting underserved U.S. communities.
ESG Report page 6 on How we listen to stakeholders.
Reporting concerns TD's Whistleblower Hotline and Customer Care.

SDG 10.2: The social, economic and political inclusion for all.

413-2 Operations with significant actual and potential negative impacts on local communities

PAS page 10-11 on openings and closures of branches in Canada.
Challenge/Responses in the ESG Report

G4FS-14 Access points in low-populated or economically disadvantaged areas by type

Access to Banking
ESG Report pages 23-24 on Serving diverse customers.
PAS page 6
New to Canada website
TD and Indigenous Communities in Canada

G4FS-13 Initiatives to improve access to financial services for disadvantaged people

Access to Banking
ESG Report pages 23-24 on Serving diverse customers.
TD and Indigenous Communities in Canada

SDG 8.10: Access to banking for all.

G4FS-16/SASB Initiatives to enhance financial literacy by type of beneficiary

ESG Report page 25 on Financial Education

SDG 1.4: Equal rights to economic resources

GRI 308: Supplier Environmental Assessment 2016

308-1 New suppliers that were screened using environmental criteria

ESG Report page 30 on Responsible Sourcing

308-2 Negative environmental impacts in the supply chain and actions taken

ESG Report page 30 on Responsible Sourcing

GRI 414: Supplier Social Assessment 2016

414-1 New suppliers that were screened using social criteria

ESG Report page 30 on Responsible Sourcing

414-2 Negative social impacts in the supply chain and actions taken

ESG Report page 30 on Responsible Sourcing

GRI 419: Socioeconomic Compliance 2016

419-1 Non-compliance with laws and regulations in the social and economic arena

Compliance Incident Reporting1
In 2018, TD did not incur any significant monetary fines or significant non-monetary sanctions for non-compliance with laws and regulations.

1. For reporting purposes, we determine a significant legal action to potentially exceed $25 million in damages and/or legal costs; a significant fine to be $1 million or over and related to incidents that are of a regulatory nature (penalties of an administrative nature are not considered significant); and a significant non-monetary sanction to be material and related to incidents that are of a regulatory nature.

Material Topic: Customer Experience

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 32
GRI Boundary table
Our customer experience strategy has long been a competitive differentiator for TD. But technology and innovation, coupled with widespread banking options, are increasingly shifting traditional customer service expectations. In this evolving landscape, banks who continue to lead in customer service will often economically outperform their peers, making it vital for TD to maintain and constantly improve our legendary customer service.

Accountability: Group Head of Customer and Colleague Experience, shared accountability across Compliance, Marketing, Product Groups and Distribution

103-2 The management approach and its components

ESG Report pages 32-35
Specific Regulatory Compliance Policies
Diversity and Inclusion Policy
TD Code of Conduct and Ethics
Codes of Conduct and Public Commitments
Ways we measure our approach: Legendary Experience Index (LEI) results, sales, customer retention, customer feedback, robustness of complaint resolution process, training initiatives for our front-line employees, investment in technology, and awards.

103-3 Evaluation of the management approach

ESG Report pages 32-35

TD specific metric Legendary Experience Index- LEI

ESG Report page 32

TD specific metric Customer Problem Resolution

ESG Report page 34

Material Topic: Product and Service Responsibility

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 36
GRI Boundary Table
As a bank, we provide our customers with a wide range of options while maintaining responsible sales practices, so our customers can have confidence in their choices and long-term financial security. Increasingly, stakeholders 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.

Accountability: Shared accountability across Compliance, Marketing, Citizenship, Risk, Product Groups and Distribution.

103-2 The management approach and its components

ESG Report page 36-37
New Business and Product Approval Policy (NBPA)
Specific Regulatory Compliance Policies
Diversity and Inclusion Policy
TD Code of Conduct and Ethics
Codes of Conduct and Public Commitments
Clear Language Principles
Know Your Customer Policies
Performance Management Framework
Ways we measure our approach: LEI results, customer retention, accessibility of services, access locations across network, internal monitoring and testing reviews, initiatives which help customers facing hardships, green and social banking products

103-3 Evaluation of the management approach

ESG Report pages 36-37

GRI 417: Marketing and Labeling 2016

417-1 Requirements for product and service information labeling

Our Business for a description of products and services by business line.
TD complies with several industry level Codes of Conduct and Public Commitments.
ESG Report page 36 for Sales Practices
Product Information.

G4FS-7 Monetary value of products and services designed to deliver a specific social benefit for each business line broken down by purpose

ESG Report page 23 for Mortgages for LMI customers.
ESG Report page 37 for Loan restructuring.
ESG Report page 27 on Affordable Housing.

SDG 1.4: Equal rights and economic resources.
SDG 11.1: Increase access to affordable housing.

G4FS-8 Monetary value of products and services designed to deliver a specific environmental benefit for each business line broken down by purpose

ESG Report page 7 on Green Banking options.
ESG Report page 20 on Green Bonds.
ESG Report page 37 on TD Auto Insurance and Auto Finance.
LC Report for TD's contribution to the Low-Carbon Economy.
2018 Green Products for more Green Products offered by TD.

SDG 11.6: Reduce the adverse effect of cities.

G4FS-15/SASB Policies for the fair design and sale of financial products

Codes of Conduct and Public Commitments
ESG Report page 36 on Clear Language and Sales Practices.

Material Topic: Diversity & Inclusion

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 38
GRI Boundary Table
For TD, diversity and inclusion is and has been a strategic priority for over a decade. Organizations that have embedded diversity and inclusion foster innovation and creativity, widen the talent pool, increase employee satisfaction, and outperform their peers financially.

Accountability: The Inclusion and Diversity Leadership Council (IDLC) which sets the strategy and oversees our progress on diversity and inclusion, Diversity Governance, day-to-day implementation- all people managers

103-2 The management approach and its components

ESG Report page 38-41
Diversity and Employment Equity Report
Code of Conduct and Ethics
Respectful Workplace Policy
Workplace Accommodation Policy
Ways we measure our approach: Workforce diversity against labour market availability, Global employee engagement survey results (TD Pulse), Equal Opportunity Statement, Diversity awareness training for all new hires, Employees’ voluntary completion of Employment Equity Survey (Canada), Participation in independent third party surveys, such as Top Diversity Employers and the AON Hewitt Best Employer survey.

103-3 Evaluation of the management approach

ESG Report page 38-41

GRI 405: Diversity and Equal Opportunity 2016

405-1/SASB Diversity of governance bodies and employees

ESG Report page 40 for Employee Diversity metrics
2018 TD's Workforce Profile for age and employee category
ESG Report page 55 and PC page 8-15 and 74-75 for Board Diversity
ESG Appendix page 13-14

SDG 5.5: Ensure equal opportunities for leadership at all levels.

GRI 412: Human Rights Assessment 2016

412-2 Employee training on human rights policies or procedures

94,913 hours. The total number of hours related to human rights training was calculated using a 100% percent allocation applied to the total hours spent on human-rights related courses in fiscal 2018. Courses covering topics such as TD's Code of Conduct, diversity and inclusion, fair banking and serving customers with disabilities.

Material Topic: Talent Attraction, Engagement and Retention

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 42
GRI Boundary Table
At TD, we believe our people are our greatest strength. Our future success depends on our ability to attract, develop, deploy and retain the best talent. As individuals look to work for organizations that align with their values, we at TD believe it is critical to provide employees with work that matters, opportunities beyond their expectations and leadership that inspires.

Accountability: Group Head of Customer and Colleague Experience, day-to-day People Managers.

103-2 The management approach and its components

ESG Report pages 42-48
ESG Report page 47 for Employee Ombudsman
How we measure out approach: Retention rates, Employee Engagement Index (EEI), Spend on compensation and benefits, Effectiveness of programs in place, Hours volunteered by TD employees.

103-3 Evaluation of the management approach

ESG Report page 42-48

GRI 401: Employment 2016

401-1 New employee hires and employee turnover

ESG Report pages 42 and 44
ESG Appendix pages 11-12

401-2 Benefits provided to full-time employees that are not provided to temporary or part-time employees

Summary of Benefits Program

TD specific metric EEI- Employee Engagement Index

ESG Report page 44

TD specific metric Total spend on compensation and benefits

ESG Report page 46

TD specific metric Hours volunteered by TD employees

ESG Report page 48

Material Topic: Human Capital Development

GRI 103: Management Approach 2016

103-1 Explanation of the material topic and its Boundary

ESG Report page 49
GRI Boundary Table
TD's ability to attract and retain the best and the brightest, while sustaining and deepening the relationship with its current employees, is critical to maintaining its legendary customer experience. Employees will choose to stay at TD only if there are opportunities for personal and professional development and advancement and if they believe that TD is committed to supporting, mentoring, and preparing them for the economy of the future.

Accountability: Group Head of Customer and Colleague Experience, day-to-day People Manager.

103-2 The management approach and its components

ESG Report pages 49-50
How we measure our approach: Investment in training and effectiveness of programs in place.

103-3 Evaluation of the management approach

ESG Report pages 49-50

GRI 404: Training and Education 2016

404-1 Average hours of training per year per employee

ESG Report page 49

SDG 4.4: Skills for employment, decent jobs and entrepreneurship

404-2 Programs for upgrading employee skills and transition assistance programs

ESG Report page 50
TD's Approach to Job Transition

TD specific metric % women promoted

ESG Report page 43

SDG 5.1: End all forms of discrimination.