Priorities

• Corporate Responsibility 2011 Priorities
  Priority		Goals		Targets and Activities
  Treat customers fairly, and provide support in tough times.		Improve Customer Experience Index (CEI) and Customer WOW! Index (CWI) scores.		CEI: TD Canada Trust - 33 CEI: TD Wealth Management - 10 CWI: TD Bank 33.7
  		Resolve customer complaints fairly and quickly.		Reduce number of complaints referred to the Ombudsman for Banking Services and Investments. Resolve 80% of customer complaints within three days (U.S.)
  		Support Canadian customers through TD Helps.		Offer TD Helps as a permanent part of how we do business.
  Be the bank of choice for diverse communities.		Improve the accessibility of our customer facing locations and the products and services we offer.		Assess our universal design review research and customer service legislation to continue to make TD accessible to all customers.
  		Be recognized as the bank of choice by diverse communities.		Maintain leadership position as the bank of choice for new immigrant, South Asian, Chinese, black and LGBT communities. Ensure these groups are well represented in images used in TD’s marketing communications.
  Be an environmental leader		Create new products and drive innovation.		Increase market share on financing for renewable energy products. Enhance green features of existing product offerings.
  		Be recognized as an environmentally-responsible bank by customers.		Enhance environmental initiatives related to customer events, such as branch openings and community sponsorships.
  		Engage employees and the community		Support community-based environmental projects that promote environmental education, energy conservation and biodiversity. Develop performance measures and track levels of employee engagement on environmental topics. Launch Green Teams in the U.S. operation.
  Continuously improve our environmental footprint		Reduce energy use and carbon emissions.		Reduce GHG emissions by 5% relative to 2006 baseline, by reducing energy use. Develop energy and carbon management metrics and targets. Maintain TD’s carbon neutral status.
  		Improve our environmental management.		Implement an Environmental Management System.
  		Reduce waste.		Improve recycling rate of non-paper waste in U.S. above 58%.
  		Reduce paper.		Reduce our annual paper usage by 5% relative to 2009.
  		Green our buildings.		Implement green building standards in our U.S. operation. Develop plan for facilities gained through acquisitions.
  Manage the social and environmental risks of our lending and investment products.		Identify and assess risks.		Reduce financing risk through active management of environmental risk. Track the number of financing deals referred to TD Environment for review.
  		Engage with key stakeholders		Continue open-door policy
  Build a fair, diverse and inclusive workplace that reflects the communities we serve.		Deliver a diverse and inclusive workplace that supports existing employees and attracts new employees.		Expand mentoring and networking programs to diverse groups and their allies. Continue to integrate diversity and inclusion focus into recruitment, resource planning, performance management, and personal career management. Increase employee representation for each area of focus. Complete the 2011 TD Diversity Inclusiveness Survey.
  Attract and retain great people and create opportunities for continued development.		Develop great people and teams for the future.		Increase employee engagement score (EEI). Improve employee retention. Launch diversity and inclusion training for all employees in North America.
  		Enhance our global recruitment capabilities.		Launch an enhanced global service recognition program in 2011. Continue targeted recruitment efforts to diverse groups. Ensure appropriate tools are in place to support recruitment efforts from diverse groups.
  Contribute to the economic and social development of the diverse communities we serve.		Make a positive impact in our communities.		Maintain our charitable giving at or above standards such as the Imagine Canada target and the Giving USA Foundation target. Grow the number of volunteering opportunities available to employees. Increase participation in our Employee Grants Program (Canada) and our Employee Volunteer Donation Program (U.S.) Implement an employee volunteer management system in Canada and U.S. Increase support of financial literacy programs and initiatives particularly for low- to moderate-income communities (U.S.) Develop an environmental program with a national non-profit partner (U.S.)
  		Maintain support for entrepreneurs and small business.		Continue to participate in the federal government’s Canada Small Business Financing Act Loan Program and the Canadian Agricultural Loans Act Program. Continue to participate in the Agriculture and Agri-Food Canada Agrinvest Program, a government sponsored investment account. Continue to advise customers during tough times. Continue to provide renewable energy financing.
  Be transparent about the way we conduct our business.		Continue to report on TD’s conduct and compliance.		Continue reporting the total number of legal actions for anti-competitive behaviour, anti-trust and monopoly practices. Continue reporting the total number of incidents of non-compliance with regulations and voluntary codes and any significant fines.
  Use suppliers who demonstrate socially and environmentally responsible practices.		Enhance capability for supplier relationships and practices.		Continue Supply Chain Working Committee meetings. Implement the agreed upon recommendations from the supplier diversity review. Continue work with our office product supplier to deliver an office product sustainability index. Develop metric to measure our supply chain performance against corporate responsibility criteria.