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HOW WE OPERATE RESPONSIBLE BANKING WORKPLACE ENVIRONMENT COMMUNITY GOVERNANCE


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Financial Education for Customers WHY IT’S MATERIAL TO TD


With so many choices available for saving, spending, borrowing and investing, financial education is more important than ever. As an active and essential part of the daily life of millions of customers, we strive to provide tools to our customers to help them make the best financial choices.


Management Approach


Our goal is to help educate and enable customers so they are better equipped to ask the right questions and ultimately make sound financial decisions. Our Financial Education Council oversees financial education activities across TD, working to further embed financial education in the bank’s overall approach to product development, community activities and engagement with employees, customers and the public.


We strive to educate our customers by giving them a wealth of educational material, tools and services geared to helping them understand TD products and services and build their personal financial skills. We train our employees to take sufficient time to explain issues and answer questions, and make product and fee information readily available in our branches, stores, investment centres and websites.


Each year, thousands of TD volunteers spend their free time helping people understand how to manage money wisely – not just in TD branches and stores, but in the communities where we live and work. Find out more in the Community section of this report.


Recognizing that people approach financial matters in very different ways, we continue to explore new models of delivering financial education and advice to support the diverse information needs of our customers.


72,651


Number of financial questions answered in 2015 by our TD Helps teams in Canada and the U.S.


2015 Performance


Q&A service for consumers TD Helps is an online community created by TD that encourages both customers and non- customers to ask questions about home ownership, saving/managing money, borrowing/ managing debt and investing/planning retirement. People receive answers from TD experts, helping them make good financial decisions. Unlike other sites that simply offer FAQs, TD Helps provides real and timely solutions through personalized and specific answers which are posted within hours.


In 2015:


• TD Helps Canada received 46,067 questions. Site traffic was up 42%, with 4.2 million visits versus 2.4 million visits in 2014.


• We expanded the program to the U.S., and in its first year TD Helps U.S. received 26,584 questions, with site traffic of 1.4 million visits.


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