87
Social Performance: Product Responsibility PR 1
PR 2 PR 3 PR 4 PR 5 PR 6 PR 7
Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures.
Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes.
Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.
Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes.
Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.
Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.
Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsor- ship by type of outcomes.
NA NA P F F F F
Responsible Sales and Marketing (p32) Product Information Voluntary and Public Codes of Commitment
There were no incidents in 2010, 2011 and 2012. Engaging Stakeholders (p9)
Responsible Sales and Marketing (p32) Voluntary and Public Codes of Commitment
There were no incidents in 2012. In 2011, there was one incident. Advertising Standards Canada raised concerns about a claim in a newspaper advertisement that TD Canada Trust offered a “No Down Payment Mortgage” after the product was no longer available. An outdated, inaccurate version of the advertisement was placed by an individual mortgage specialist, in error, and without the approval of TD. TD placed a correction notice in the local newspapers that carried the advertisement.
In 2010, there was one incident. Advertising Standards Canada raised concerns about a claim in a television ad that TD Canada Trust is open from “8 ’til late.” They determined our reference to branches that do not open at 8 a.m. was not communicated in a sufficiently clear manner. The ad had already been withdrawn before the complaint was received.
PR 8
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.
F
Substantiated Privacy Complaints in Canada
Privacy complaints made by customers in which the Office of the Privacy Commissioner of Canada ruled in favour of the customer.
1 2012 5 2011 1 2010 5
Effective March 28 2012, the OPC revised its investigative findings and other dispositions under PIPEDA. The 2012 results reflect this change in approach by the OPC. This change does not impact the prior years’ disclosures.
PR 9
Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.
NR
TD 2012 Corporate Responsibility Report
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