Accessibility Commissioner
Complaint under subsection 70(1) of the Accessible Canada Act: a bank takes feedback and does not act on it.
The letter ·
Accessible Canada Act, subsection 70(1): The Toronto-Dominion Bank receives accessibility feedback and does not deal with it
Hello,
This is a complaint to the Accessibility Commissioner under the Accessible Canada Act about The Toronto-Dominion Bank, a regulated entity.
Subsection 70(1) of the Act requires TD to establish a process for receiving feedback about the barriers encountered by persons that deal with it "and for dealing with that feedback".
On 1 September 2026 I sent feedback to [email], the address of the TD feedback process. The feedback named a barrier: the telephone as the single mandatory channel for reports of unauthorized transactions, merchant disputes and access to personal information. It asked TD to remove the barrier and to give a written route for access to my personal information. It asked for the reference number of the submission, the name of the responsible officer and a written decision.
TD answered within 1 minute with an automatic message. The message sends feedback "regarding ACCESS to TD products and/or services" to EasyWeb Live Chat, 3 telephone numbers or a branch. It ends: "Please consider this email response as our acknowledgement that your feedback has been received." In the 26 days since, no officer of TD has answered and TD has made no decision.
The TD feedback process returns feedback about a barrier to the channels that form the barrier. It receives feedback and does not deal with it.
The barrier was removable. On 1 September 2026 the complaints office of TD sent me a link to its online dispute form. On 27 September 2026 TD accepted 2 disputes through that form and confirmed each one by email, with no telephone call.
Use sections 73 and 75 of the Act on this file. Obtain from TD its record of how it dealt with my feedback of 1 September 2026. Where TD has not dealt with it, order TD under section 75 to deal with it. Confirm in writing by 27 October 2026 the file number assigned to this complaint.
The next progress report of TD must report this feedback under section 71 of the Act and subsection 14(4) of the Accessible Canada Regulations. A progress report without it is a contravention of the Regulations and the ground of a complaint under section 94.
Attached:
ACA-feedback-TD-2026-09-01-and-auto-reply.pdf
03-Silva-email-September-1-2026-with-link.pdf
TD-dispute-confirmations-2026-09-27.pdfRespectfully,
Danilo Dzyuban
Attachments: ACA-feedback-TD-2026-09-01-and-auto-reply.pdf, 03-Silva-email-September-1-2026-with-link.pdf, TD-dispute-confirmations-2026-09-27.pdf
No answer by 27 Oct