As part of its systematic efforts to ensure transparency and openness, «Fund of Problem Loans» JSC has conducted a comprehensive analysis of all inquiries received through the E-Otinish platform and the contact center from January 1 to March 31 of the current year.

According to the analysis for the reporting period, the Call Center received 1,594 calls, while 109 inquiries were submitted through the E-Otinish platform. The main portion of inquiries related to the procedure for electronic auctions, the protocol for winners after signing protocols and sale agreements, as well as clarifications on other aspects of the Fund’s activities.

A significant portion of the inquiries concerned:

 — Regulations for participating in auctions on the e-qazyna.kz platform;

— Mechanisms for implementing the Fund’s functions;

— The status of incoming correspondence;

— Conditions for participating in state procurement;

— The procedure for scheduling a personal appointment with management.

Furthermore, over 43% of the inquiries received by the Fund via the E-Otinish platform were related to a misconception of the Fund’s activities as being similar to those of collection agencies. All inquiries of this nature were redirected to the relevant authorities or withdrawn by the applicants themselves.

In this regard, it is emphasized that «Fund of Problem Loans» JSC operates in accordance with the Law of the Republic of Kazakhstan «On Banks and Banking Activity». The Fund’s primary mission remains to facilitate the financial recovery of the banking sector and to re-engage acquired assets into the economy. Assets can be acquired exclusively from banks and organizations that previously held banking status, within the framework of current legislation.

Measures taken to transform the Call Center include:

— Approval of a Regulation for personal appointments with the option for online booking;

— Updating information on the official website and open data portals;

— Installation of information stands with QR codes in the Fund’s office;

— Systematic training for operators on service regulations, procedures, and standards;

— Implementation of a media plan that includes webinars, live streams, and thematic surveys.

We would like to emphasize that a systematic approach and rapid feedback are essential for increasing public openness and trust. The Fund continues to work on improving its services, simplifying communication with citizens, and providing timely information.