Again, here is an area in which you could collaborate with other agencies – this time with NEDCO, BDC and other SME development institutions. I am not sure how much of this is being done at present. Then there is the need for building organizational capacity to prepare for the new regulatory paradigm that is expected to be in place later this year.
To clarify my position: the situation should be that a dissatisfied customer first turns to the bank with his complaint, and only then, if he feels the complaint has not been dealt with properly, does he approach the Banking Supervision Department.