"Banking can be this comfortable." It's the tag line that TD Canada Trust runs on all of its advertising and it's a statement that they want to ring true for all of their customers — including those with disabilities.

"What we want to be is a place where employees and customers feel comfortable and supported — whatever their needs," says Beth Grudzinski, VP Corporate Diversity at TD Bank Financial Group. "We're working hard to make sure that accessibility is incorporated in all aspects of our operations — premises, products and services — to ensure that we're providing a consistent, positive customer experience."

Each of the bank's 2,500 ATMs across the country is now equipped with audio capability as well as lower counters, screens and buttons. All new branches include wheelchair accessible doors and washrooms, ramps to vaults and other service areas, and, where possible, at least one accessible parking spot at locations where parking is provided.

Customers with visual disabilities can order large-print cheques. And, on request, TD provides printed materials, such as marketing materials and account statements, in formats designed for the visually impaired, including large-print, Braille and audio. For customers who are Deaf or hard-of-hearing, account balances, transactions and other information can also be accessed over the phone by taking advantage of the bank's Teletypewriter (TTY) services, which the bank ensures are as responsive as their regular phone lines.

TD has assembled an external advisory committee made up of persons with disabilities as well as representatives from various national Canadian disability organizations. The committee provides input and feedback on the bank's accessibility practices and identifies ways they can build on their initiatives and continue to plan for the future. TD also looks to customers with disabilities for suggestions and encourages customers who have feedback on their accessibility initiatives to contact the bank through their toll-free phone number, a TTY line, or their website.

But TD's commitment to accessibility isn't just about offering accessible products and services; it's also about how customers are treated when they're doing their banking. That's why, in November of 2007, TD launched new training for employees on all aspects of diversity. In addition, it is mandatory for all TD Canada Trust employees who serve customers to Among other things, employees learn about the bank's accessibility initiatives as well as how to best address the needs of customers with disabilities.

Grudzinski points out that it's not just customers who benefit from the bank's commitment to accessibility — the bank benefits as well. "It's not only the right thing to do but by taking a business case approach to diversity we increase our competitiveness and our ability to attract and retain the best talent."

"We look at it from three different aspects," says Grudzinski. "There's the community perspective, we want to reflect the communities that we serve. There's the customer perspective, we know that our customers want to see themselves reflected in our workforce. And there's the employee perspective, making sure that we can accommodate employees so that they can meet their career aspirations within the organizations and at the same time we can increase our competitiveness by attracting and retaining the best talent."