Yes, we would agree with you that it is high and it is of concern.
I will point out, in fairness, that three-quarters of the complaints are dealt with successfully. The definition of “success” in the legislation is to the satisfaction of the consumer, so that is a very high success rate for any retail operation.
We are very concerned about the challenges faced by consumers if they are not satisfied. We identified many issues in the report: first, the lack of knowledge about their ability and their rights to escalate; second, the onus being placed on consumers to navigate these systems; and third, the delays and lack of assistance on the part of the banks. I think those are the main ones.