SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) SUSTAINABILITY STATEMENT To ensure customer satisfaction is consistently monitored and maintained, Zetrix AI operates through two primary customer-facing functions, namely the Helpdesk Department and the Customer Relation Department, which serve as the main points of contact for customers. The Helpdesk Department manages remote customer support across channels such as telephone, e-mail, online platforms and social media, while the Customer Relation Department oversees in-person customer service at the Group’s official service counter located at its headquarters. Both departments function as the first point of contact, adhering to structured processes and service standards to manage enquiries and service requests. Their role focuses on Level 1 support, including initial issue diagnosis, basic troubleshooting, and accurate information provision. Issues that fall outside predefined resolution guidelines are systematically escalated to the appropriate departments, ensuring efficient handling while maintaining timely follow-up and resolution within established service levels. Zetrix AI always provides a non-compulsory feedback form at our counters to garner insights on our customer service provision. We endeavour to better measure, maintain and enhance our customer service best practices and targets in the future, which would be supplemented by our Customer Satisfaction Score. However, priority will always be given to resolving a customer’s issue urgently. Customer Service Personnel Highlights ROAD TAX AND OTHER SERVICES MY ASSIST IMMIGRATION Average Call Answered Rate Highest Call Answered Rate 91% 98% 97% 100% 98% 99% Average Call Answered Rate Highest Call Answered Rate - - - - 93% 99% VEHICLE ENTRY PERMIT (“VEP”) Average Call Answered Rate Highest Call Answered Rate - - - - 83% 100% Average Call Answered Rate Highest Call Answered Rate 92% 99% 95% 99% 95% 99% Average Monthly Tickets Served IMMIGRATION COUNTER Average Serving Time Per Customer Fastest Average Serving Time Per Customer 318.7 tickets 8:56 minutes 6:04 minutes (December 2023) 213 tickets 7:04 minutes 2:25 minutes (November 2024) 35.8 tickets 14:15 minutes 5:00 minutes (February 2025) Average Monthly Tickets Served ROAD TAX COUNTER Average Serving Time Per Customer Fastest Average Serving Time Per Customer 254.9 tickets 2:39 minutes 1:46 minutes (January 2023) 304.8 tickets 2:23 minutes 1:35 minutes (March 2024) 312.3 tickets 1:41 minutes 1:07 minutes (May 2025) 2023 2024 2025 CUSTOMER SERVICE COUNTER HELP DESK Immigration Road Tax 15 2 15 2 2 2 Non-Call (Live Chat, E-mail & Social Media) Call Back-end Support Team 9 16 9 4 12 4 6 24 4 2023 2024 2025 Note: In FY2025, the Helpdesk classification was reclassified for improved accuracy and consistency in reporting. Zetrix AI redeploys its customer service workforce from time to time to support in-demand channels to ensure sufficient capacity in the various areas of our customer service workforce. When needed, Zetrix AI reviews its current SOPs and organisational charts to continue optimising its manpower to manage the high volume of queries received. For queries received by phone, the number of incoming calls decreased toward the end of 2025, possibly signalling that customers are using other query channels to more accessibly reach Zetrix AI. Nevertheless, Zetrix AI has improved its average handling time of phone calls to less than 5 minutes as per its set target. It has also been able to maintain a good average of 9 seconds to answer calls, which is equivalent to 3 rings, by the end of 2025. The average rate of answered calls was maintained at a commendable level in FY2025. 103
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