Data Report on Service Quality July 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 (July 2023)
Fiat deposit/withdrawal	Digital asset deposit/withdrawal	Asset balance display	Trading exchange
–	–	–	–

There were no system failures or incidents in July 2023

1.2 User complaints statistics

1.2.1

Category of complaints
	Complaints for the month of July 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)
	All complaints (I)	X < = 7 days (A)	7 days < X <= 15 days (B)	15 days < X <= 30 days (C)	Outstanding monthly complaints (D) = (I)-(A+B+C)
1. 1. System deficiency	10	10	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	0
1.3 Trading exchange	0	0	0	0	0	0	0	0	0
1.4 Asset balance display	2	2	0	0	0	0	0	0	100
1.5 Complaint ticketing system	0	0	0	0	0	0	0	0	0
2. Underserved quality	0	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	0
2.2 Processing time for asset deposit/withdrawal	0	0	0	0	0	0	0	0	0
2.3 Loss of assets	0	0	0	0	0	0	0	0	0
2.4 Unfair fee	0	0	0	0	0	0	0	0	0
2.5 Others	0	0	0	0	0	0	0	0	0
3. Trading	0	0	0	0	0	0	0	0	0
3.1 Price irregularity	0	0	0	0	0	0	0	0	0
3.2 Others	0	0	0	0	0	0	0	0	0
4. Others	1	1	0	0	0	0	0	0	100
Total	11	11	0	0	0	0	0	0	100

1.2.2. – Trend of complaints

Statistics of system errors that affect services
Month/Year
Category	1/2023	2/2023	3/2023	4/2023	5/2023	6/2023	7/2023
System deficiency	50	79	108	46	155	61	10
Underserved quality	8	11	6		1
Others			1				1

Statistics of system errors that affect services
Category of complaints	Less than 7 days
Digital asset deposit/withdrawal	8
Asset balance display	2
Others	1
Total	11

Data Report on Service Quality July 2023

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