Finance committee  I will respond. There were a lot of comments there. One of them was that everybody in 2017 should feel comfortable around making investments. We know; we've surveyed 13,000 Canadians, and the survey shows that 79% of Canadians don't feel confident in their financial future, so

Finance committee  Our CSRs wouldn't offer investment advice. To your question about when they refer, they are trained extensively when they join the bank on when it is the appropriate time and opportunity to make a referral and when it's not. They go through extensive training before they actual

Finance committee  There will be times when the tellers will actually refer customers to investment advisers or wealth advisers when they see that the advice opportunity is there, and often it's actually driven by the customer. The customers themselves will say, “I think I need help”.

Finance committee  Thank you. We're always developing our culture. The world around us is changing pretty quickly, but one common thread for decades now at TD has been the customer. The customer is at the centre of everything we do. An example would be the number of hours we're open. We're a very

Finance committee  I'll answer that question first. We would never put an employee on a disciplinary procedure just for failure to hit a sales target. We don't do that.

Finance committee  That's a very easy question to answer: it's the one that's better for our client, every time.

Finance committee  Yes, if we're looking to save time, I'll just say that we have the same sort of process as my competitor here. We have a number of levels, and if the customer is not satisfied, it will eventually go to an independent arbiter, who will give a decision. We'll abide by those decisio

Finance committee  We don't ask our front lines to upsell, but we do ask them to seek advice opportunities. You asked for an example. I can give you an example where often a customer will come into our branch and say to a teller, “I find it really hard to save. I just can't seem to save.” There's

Finance committee  I don't have the exact details of that. What I do know is that wealth is a very much a growing business at TD. We're hiring lots of people. Clearly we want to make sure the compensation is right. The people who we hire who come in and are capable of having those long-term clien

Finance committee  —will do better.

Finance committee  That's not my area of expertise, or where I work. But I will absolutely go away and get you the answer to that.

Finance committee  Let me tell you, not at all. It would depend on the circumstances, clearly, but we look very poorly at any type of fraud. Also, we would report the vast majority of fraud cases to the police, and an investigation would start.

Finance committee  As I said at the beginning, when I heard the media allegations, I felt very troubled. I felt very troubled that those staff members felt the need to go to the media when we have multiple channels internally for them to go to that protect their anonymity and give them confidential

Finance committee  I think the code of conduct. We've all described our various codes of conduct. Our code of conduct at TD is public. It's on the website. As I mentioned earlier, everybody reads it and tests to it every year. I think we can do more to bring it to life on a weekly and monthly basis

Finance committee  It really depends on the circumstances. I visit branches all over—