Support Center > Data report on service quality > Data Report on Service Quality April 2023

Data Report on Service Quality April 2023

Data Report on Service Quality

This Data Report on Service Quality by Zipmex comprises of information on IT usage deficiencies that impact users’ usability experience, whether from the system itself or integral IT infrastructure, complaints by users in various categories, as well as trends and statuses of each complaint on a monthly basis. This report is documented for the purposes of transparency in information disclosure and statistical research for service quality improvements.

Note: The publication of this report commences onwards 10 February 2023, and is updated on the 10th of each month thereafter.

1.1 Information about system failures or incidents that affect services

Statistics of system failures or incidents that affect services (April 2023)
Fiat deposit/withdrawal Digital asset deposit/withdrawal Asset balance display Trading exchange
There were no system failures or incidents in April 2023

1.2 User complaints statistics

1.2.1

Category of complaints
Complaints for the month of April 2023 Carried over outstanding complaints (E) Resolved outstanding complaints >30 days (F) Outstanding complaints (II=D+E-F) Resolved complaints per all complaints received (%) (III)=(A+B+C/I)*100
All complaints (I) Resolved complaints by duration (X) Outstanding monthly complaints (D) = (I)-(A+B+C)
X < = 7 days (A) 7 days < X <= 15 days (B) 15 days < X <= 30 days (C)
1. 1. System deficiency 46 46 0 0 0 0 0 0 100
1.1 Digital asset deposit/withdrawal 8 8 0 0 0 0 0 0 100
1.2 Fiat deposit/withdrawal 0 0 0 0 0 0 0 0
1.3 Trading exchange 0 0 0 0 0 0 0 0
1.4 Asset balance display 9 9 0 0 0 0 0 0 100
1.5 Complaint ticketing system 29 29 0 0 0 0 0 0 100
2. Underserved quality 0 0 0 0 0 0 0 0
2.1 Processing time for user sign-up process 0 0 0 0 0 0 0 0
2.2 Processing time for asset deposit/withdrawal 0 0 0 0 0 0 0 0
2.3 Loss of assets 0 0 0 0 0 0 0 0
2.4 Unfair fee 0 0 0 0 0 0 0 0
2.5 Others 0 0 0 0 0 0 0 0
3. Trading 0 0 0 0 0 0 0 0
3.1 Price irregularity 0 0 0 0 0 0 0 0
3.2 Others 0 0 0 0 0 0 0 0
4. Others 0 0 0 0 0 0 0 0
Total 46 46 0 0 0 0 0 0 100

1.2.2. – Trend of complaints

Statistics of system errors that affect services
Month/Year
Category 1/2566 2/2566 3/2566 4/2566
System deficiency 50 79 108 46
Underserved quality 8 11 6
Others 0 0 1
Statistics of system errors that affect services
Category of complaints Less than 7 days
Digital asset deposit/withdrawal 8
Complaint ticketing system 29
Asset balance display 9
Total 46

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We offer investors a variety of opportunities in the digital assets industry. Our innovative platform provides financial access for anyone seeking investment returns anywhere, anytime. Our ecosystem aims at making finance an everyday enriching activity.

Cryptocurrency and digital token involve high risks; investors may lose all investment money and should study information carefully and make investments according to own risk profile.

Zipmex Company Limited ("Company") operates a digital assets brokerage business. In order to increase the liquidity for digital assets trading on the Company's exchange platform, the Company sends and receives trade orders from one third-party exchange which is Zipmex SG, our affiliated company located in Singapore. No fees or compensation is provided between the parties. Any references to Zipmex SG is a reference to Zipmex Pte. Ltd.