TD Bank Group (TD), in collaboration with the Canadian Administrator of Video Relay Services (CAV), is the first Canadian bank to introduce a new dedicated phone line for customers who are Deaf and use sign language, allowing individuals to use their Video Relay Services (VRS) application when completing their remote banking needs.
When customers call into a TD Contact Centre using VRS, they and their American Sign Language (ASL) or Langue des signes Québécoise (LSQ) sign language interpreter will be connected with a specially trained TD colleague – equipped to ensure the safety, security and needs of our customers are met – offering a more accessible customer experience.
"At TD, we're dedicated to ensuring all customers and communities we serve have equitable access to support and services. That's why we're so thrilled to work with CAV, the administrator of Service de relais video (SRV) Canada VRS, who helped us address a gap in service for customers from the Deaf community. Working closely, we're able to ensure SRV Canada VRS leveraging customers are able to have a better experience when contacting TD, enabling us to be a more inclusive bank for all," said Dawn Cooper, Head of North American Customer Operations, TD Bank Group. "We're proud to promote new services that help drive inclusion for our customers."
SRV Canada VRS users can now dial 1-844-229-0787 (ASL/English) or 1-844-229-0789 (LSQ/French) to reach the TD Contact Centre where their TD agent will help direct the call to the right TD employee, helping create a more seamless and inclusive process.
"TD's initiative is an outstanding example of accessibility in action. I thank them for taking the corporate lead in establishing a dedicated 1-800 number for Canada's VRS users," said Sue Decker, Executive Director of CAV.
