HOW WE OPERATE RESPONSIBLE BANKING WORKPLACE ENVIRONMENT COMMUNITY GOVERNANCE
G4-27
How We Listen to Stakeholders
We understand the importance of not only listening to stakeholders, but using that feedback to take action and improve. Here are some of the feedback channels through which stakeholders can interact with TD.
Stakeholder Group
Customers Ways We Interact
• Solicit feedback by phone and online • Formal process for handling complaints • TD Ombudsman • Consumer associations • Social media team
Employees
• Employee surveys, focus groups and HR meetings
• Executive leadership visits • Intranet comment engine and online communities (Connections)
• Employee Ombudsman (Between Us) • Employee Assistance Program • Ethicspoint – for U.S. employees
Shareholders and Investors
• Annual meeting and quarterly earnings call
• Shareholder proposals • Shareholder relations team • Regular meetings with investors • Investor relations website • Investor days • Industry conferences
• Oil and gas exposure and the indirect financial impacts
• Impact of Canadian and U.S. dollar exchange rates on performance
• Expense management • Regulatory environment as it relates to capital levels and liquidity
• Performance expectations for the U.S. Retail segment
Go Deeper
List of Environmental Stakeholder Groups and Discussion Topics
List of Memberships and Affiliations List of External Voluntary Commitments
2015 Public Policy and Political Contributions
Page 5 +
+ + +
• Approach to competition from non- traditional players in the banking sector • Impact of low interest rates
Non- Governmental Organizations
Communities
• Community Relations teams in Canada, U.S. and U.K.
• Ongoing dialogue with community organizations
• Volunteering network • TD Friends of the Environment Foundation local chapters
• Open-door policy • Meetings, phone calls, face-to-face consultation
• Funding research projects • Conferences and forums • Over 250 engagements on environmental topics
Key Topics in 2015
• Fee changes • Processing delays • Credit decisions • Access to banking • Financial education
• Improving work processes • Career development • Diversity and inclusion in the workplace • Increased emphasis on employee wellness
Stakeholder Group
Government Ways We Interact
• Government Relations teams for Canada and the U.S.
• Ongoing dialogue with regulators and policy-makers
Key Topics in 2015
• Progress on implementing regulations such as the Dodd-Frank Act and Foreign Account Tax Compliance Act
• Mortgage policy • Working to create greater financial literacy, to empower citizens
Suppliers
• Website for prospective suppliers • Email responses to supplier questions
• Increased regulatory scrutiny over third-party relationships
• Increasing accessibility for diverse suppliers
Industry Associations
• Industry association memberships • Memberships with various multi- stakeholder groups
• Participation in financial centre bodies
• Meeting needs of customers and evolving customer expectations
• Coordination among authorities for more workable regulation
• Oversight of unregulated and under- regulated financial institutions
• Financial education • Affordable housing • Local conservation • Children’s literacy • Helping youth overcome economic barriers
• Social impact investing
• Climate change • Responsible lending • Sustainable investing • Liveable cities and urban green space • Free prior and informed consent • Natural capital • Critical habitat conservation • Income inequality
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64
