Customers Empowering Front-Line Employees


• New training initiatives in both Canada and the U.S. are helping employees feel empowered to resolve issues for customers without the need to request approval from management. Employees are trained to listen, be empathetic, apologize when mistakes are made and work with the customer to develop an appropriate solution.


• In Canada, the most common complaints relating to our branches remain unchanged from previous years and include:


• service levels and service delays; • processing errors; • hold funds policy; and • decline decisions on credit applications.


• We continue to work on ways to reduce the time taken to resolve customer problems. In 2013, 79% of our Branch Banking employees completed our problem resolution training. This training provides a consistent framework to help employees resolve more problems at the first point of contact.


Customer Problem Resolution Statistics 2013 Canada Number of problems referred to Branch Banking Customer Care (Branch Channel)


Number of customers who contacted the TD Office of the Ombudsman (many of whom are redirected to the first point of contact)


Number of problems investigated by TD Office of the Ombudsman


Percentage of problems resolved by TD Ombudsman within 90 days (target 90%) Problems in which TD Ombudsman ruled in full or partial agreement with the customer Problems referred to ADR Chambers Banking Ombuds Office (Canada)


Problems investigated in which ADRBO recommendation differed from the TD Ombudsman


U.S. Total number of problems referred to the Chairman’s Service Center


Percentage of escalated customers problems resolved by the Chairman’s Service Center within three days (target 98%)


TD 2013 Corporate Responsibility Report


6,838 2,647


435


99% 219 115 16


7,606 98%


6,979 2,796


453


96% 235 167 23


4,520 99%


6,855 2,789


428


93% 210 191 27


4,087 97%


2012 2011


• In the U.S., escalated problems are referred to the Chairman’s Service Center, which seeks to resolve 98% of problems within three business days. In 2013, we implemented a new tracking system to better understand how and why customer problems occur, address the root causes and prevent a recurrence. The volume of problems referred to the Chairman’s Service Center increased dramatically compared to 2012; 2,000 of these referrals can be attributed to the new tracking system.


• The nature of customer concerns related to fees and pricing due to changes in the regulatory environment. The primary concerns were fees relating to deposit accounts, followed by service levels in our stores.


Escalated Complaints


When problems are not resolved through the processes outlined above, customers have the option of contacting the internal TD Office of the Ombudsman in Canada or the Problem Resolution Committee in the U.S. These offices act as intermediaries, striving to provide resolutions that are timely, fair and reasonable to both the customer and the bank.


+ TD Ombudsman Annual Report (including detailed case studies)


Workplace


Environment


Communities


How We Operate


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