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33 Improving access to banking


We serve a broad diversity of customers across more than 2,500 communities in North America. It’s fundamental to the extraordinary customer experience we want to provide to be inclusive, ensuring that all customers feel welcomed and have fair access to our facilities and services.


A variety of options makes it easier for seniors, students/youth and low-income customers to start and maintain a banking relationship with us.


In 2012 we introduced a simple, easy-to-read one-page description of checking fees as recommended by the Pew Charitable Trusts. TD Bank was the second large bank in the U.S. to adopt this approach.


+ Low-cost banking options + Pew Charitable Trusts Report (PDF)


Improving physical access


Addressing physical barriers through branch and ATM design and retrofits is only a first step in ensuring greater accessibility for customers with disabilities. We constantly work on technology solutions that enable better access to services at ATMs and through our phone and online channels.


We also educate employees about our accessibility services and about serving all customers, including those with disabilities.


• In Canada, 47,431 employees have taken a new course on Supporting Customers with Disabilities that we launched in October 2011.


• We’re currently piloting video remote interpretation (VRI) in three Canadian branches. Through this service, hearing-impaired customers can conduct transactions in the branch using a pre-booked video link to a sign-language interpreter at the Canadian Hearing Society.


• TD continues to enhance a set of IT accessibility standards that are based on industry best practices and address topics such as software compatibility for screen readers, colour contrast in website design and the inclusion of sign- language and closed-captioning for video content. We train and educate our developer and testers when designing new applications, products and services used by our employees and customers.


Take time off from your mortgage payment. Our TD flexible mortgage feature comes with life in mind. You have the option to save up, then take a payment vacation for up to 4 months. How you spend your payment vacation, well that’s up to you.1


For more information visit a branch or tdcanadatrust.com/paymentvacation or call 1-866-492-4938 today.


1 Some conditions apply and subject to approval. ®/The TD logo and other trade-marks are the property of The Toronto-Dominion Bank or a wholly-owned subsidiary, in Canada and/or other countries.


An example of TD’s inclusive marketing approach.


Dear mortgage, I’m taking time off to play peekaboo.


A bank where everyone feels welcomed


A transgendered customer came in to our branch to open a new account. She had tried unsuccessfully to open an account at another bank. As she hadn’t yet completed her name and sex change, the other bank was not willing to open an account without the legal documents required. Being part of the LGBT commun- ity, I was able to identify with the feeling of being discriminated against for being different.


I explained that although we would have to open the account under her legal name, I would leave a message on her file indicating that she would like to be referred to as Miss XYZ. This message will pop up anytime we are dealing with her. I promised her that once she receives her legal documents I will change the informa- tion on her file to her new name and gender.


The customer was very appreciative. She said she heard that TD Canada Trust was a great bank when it comes to matters such as this but she was not expecting this kind of support.


Nicholas Habre, Commercial Credit Policy Manager, Toronto


Be Customer-Focused


“ We commend these financial institutions for providing their checking account holders key information in a consumer-friendly way. We encourage other banks and credit unions to adopt our simple disclosure form to shield consumers from unexpected fees that are often hidden in over 100 pages


of disclosure documents.” Susan Weinstock, Director of the Pew Charitable Trusts’ Safe Checking in the Electronic Age Project.


TD 2012 Corporate Responsibility Report


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