Our Stakeholders

• A credible corporate responsibility approach must include ongoing relations with primary stakeholders. When identifying community and diversity organizations to work with, we select those that align closely with our areas of focus.

  We offer a variety of ways for stakeholders to contact us and let us know their needs and concerns. We actively maintain various channels of communication to learn what we are doing well and where we need to improve. The table below lists key issues in 2010, some raised by our stakeholders and other concerns that we identified and sought their input on.

  Stakeholders		Issues		Ways We Interact		2010 Key Results
  Customers		Help for low-income customers Customer satisfaction Lack of savings Interest in renewable energy		Customer satisfaction surveys by phone, online, e-mail and focus groups Mechanism for handling complaints TD Ombudsman Consumer associations Environmental tracker surveys		Number of customers supported through TD Helps Customer Experience Index Get Saving campaign Launch of renewable energy products and information guides
  Employees		Increased expectations for flexible work options Paper usage		Employee satisfaction surveys Focus groups and HR meetings Workplace health and safety committees Intranet comment engine Employee Ombudsman		Improved U.S. Employee Engagement scores Enhanced wellness options Go Paperless Challenge
  Shareholders and Investors		TD’s growth strategy and risk appetite in a challenging economic and regulatory environment		Annual General Meeting Shareholder resolutions Periodic meetings with investors on results and risk management Dedicated website for Investor Relations E-mail, phone calls, surveys and perception study Leadership videos Investor days and sessions		Quarterly finance reports Annual General Meeting Wealth investor session U.S. Investor Day 15 investor conference presentations
  Suppliers		Registering interest as a prospective supplier		E-mail address, monitored by Strategic Sourcing, available on td.com		Enhanced online information for prospective suppliers
  Industry Associations		Global discussion of the capital and liquidity requirements for Financial Institutions Review of legislation governing Financial Institutions Continued business in a resource constrained economy		Industry association memberships, such as the Canadian Bankers Association Memberships with various multi-stakeholder groups		Contributed to the global discussion on banking regulations Provided submission to the Canadian government on banking regulations TD’s participation in Greening Greater Toronto
  Educational Institutions		Development of a skilled workforce Access to education for underserved and diverse communities		Support for universities Joint initiatives to promote access to education		Donations to post-secondary institutions Back to Work Program
  Government		Safety and soundness of the global banking sector Promotion of Toronto as a Financial Services hub		Government Relations team for Canada and the U.S. Ongoing dialogue with regulators and policy makers		Provided input on the code of conduct for the debit and credit card industry TD is a member of the Toronto Financial Services Alliance, and became a primary sponsor of the Global Risk Initiative
  Communities		Reduced government grants and funding Lack of core funding for operations Finding core skills on a volunteer basis Need for financial literacy training		Community Relations team for Canada, U.S. and the U.K. Meetings, phone calls, e-mails and focus groups Dedicated website for some community programs TD Friends of the Environment Foundation chapters		Increased community giving Increased employee volunteering Funded the Canadian Centre for Financial Literacy
  Non-Governmental Organizations (NGOs)		Financing and investing in resource sectors Environmental and social impacts to Aboriginal Peoples		Open-door policy Meetings, phone calls and face-to-face consultation Funding research projects Conferences and forums		Promoting environmental dialogue