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Responsible Banking


Building The Better Bank Material Issues How We Operate Responsible Banking


Economic Value Customer Service Privacy and Data Security Access to Banking Products and Services


Extraordinary Workplace Environmental Leadership Strengthening Communities Reporting


Access to Banking


Accessibility and New-to-Canada


CONTEXT 11 million+


Visible minorities in Canada1 and 37% Minorities2 in the U.S.3


How TD is Responding n


population


Translation services for non-native English speakers. Language Line is a phone service that allows TD to serve customers in 200 languages. Since the service was made available at the branch level, there have been over 2,500 minutes of assistance in Mandarin, Spanish and Korean – the predominant languages in which customers chose to connect with us.


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Multilingual Websites. The bank began to implement Motion Point®


technology to more efficiently manage


the translation of its many websites (including mobile) and communicate information about products and services to customers more quickly in their language of choice.


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New-to-Canada website. This site provides New Canadians with the information and resources they need to build a financial foundation in Canada. Here they can access an account with no monthly fee, a bonus rate on a savings account, a credit card and the option for a no- fee money transfer.


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Assistive technology. We use design standards that help customers find, understand and interact with information on our digital properties. Last year, we introduced touch-screen ATMs at TD Bank America’s Most Convenient Bank®


. Across North America, our


ATMs now include fully accessible alternatives (through use of headphones) for persons with visual disabilities.


“We know that LGBT customers’ experiences with financial institutions have not always been easy. Our job is to differentiate ourselves from our competitors, by making it easy, comfortable and convenient to


do business with us.” Grant Minish, Regional Manager, Vancouver.


TD 2014 Corporate Responsibility Report Page 23


1 Statistics Canada, Projections of the Diversity of the Canadian Population 2006-2031, March 2010 2 (Minorities consist of all but the single-race, non-Hispanic white population.)


3 https://www.census.gov/newsroom/releases/archives/population/cb12-243.html 4 IPSOS, LGBT Community Research, Nov 30, 2012


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Reaching Out to LGBT Customers


CONTEXT 7 out of 10


LGBT individuals say they would conduct business with a company that supports the LGBT community4


How TD is Responding n


A new ‘Market Leaders’ initiative being piloted in Canada, and in the early stages in the U.S., leverages the bank’s deep roots in Canada’s LGBT community, paving the way for future customer growth. In June, we established two new Regional Managers, specializing in business development in the LGBT community.


Aboriginal Banking in Canada


CONTEXT $32 billion


Estimated total income of Aboriginal households, business and government sectors by 2016 – TD Economics


How TD is Responding n


TD’s Aboriginal Banking Group focuses on providing a comprehensive approach to delivering products, services and financing for Aboriginal communities and businesses to help them achieve their goals and thrive.


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We developed specialized mobile tablets that will allow us to provide a comprehensive approach to banking (Commercial, Wealth and Retail) for Aboriginal communities in remote locations. The tablet roll-out begins in March on Manitoulin Island in Northern Ontario.


In 2014, TD was honoured to be awarded Gold Level Status through the Canadian Council for Aboriginal Business (CCAB) Progressive Aboriginal Relations (PAR) Certification program. This program supports progressive improvement in Aboriginal relations and assesses progress against four key performance areas: employment, business development, community investment and community engagement.





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