1. The unit must review the quality of the complaint handling procedures and ensure they are processed efficiently and with high quality in accordance with relevant regulations and instructions. It should take corrective actions for complaints that have been handled incorrectly and implement necessary procedures to prevent recurrence.

2. The unit must continuously analyze complaint data and provide corrective plans to address the sources of complaints and measure their effectiveness. These reports should be documented and submitted to the administration manager to be forwarded to the CEO on a monthly basis.

3. The unit must ensure the accuracy of the reports and data contained within them.

4. The unit should submit quarterly reports to the administration manager for forwarding to senior management and the bank's board of directors, covering customer care issues. These reports should, at a minimum, include the following:

       - Performance measurement indicators for complaints registered in the "SAMACARES" System.

       - Performance measurement indicators for complaints received directly by the bank.

       - Compliance of relevant departments with the service level agreement.

       - Common complaints during the period.

       - Challenges faced by the administration and the approach to addressing them.