SUSTAINABILITY STATEMENT MATERIALITY MATTERS (cont’d) Phone Call Queries 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% 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, Zetrix AI began recording My Assist phone call queries as a separate category from other services; accordingly, comparative figures are not available for FY2023 and FY2024. The Road Tax category has been renamed to Road Tax and Other Services in FY2025 for clearer classification. In addition, Zetrix AI started tracking Vehicle Entry Permit (“VEP”) phone call queries in FY2025 and accordingly, comparative data for prior years are not available. We remain focused on enhancing team productivity despite limited manpower by ensuring a higher volume of customer enquiries is addressed efficiently. These efforts have enabled the Group to consistently maintain high chat response and resolution rates over the years. All incoming chats are systematically managed through direct integration between the chat platform and the Zoho ticketing system, ensuring timely tracking and follow-up. Any chats that are not answered by agents are still attended to as e-mails via the ticketing system, which has been synced with our chat system. Zetrix AI is looking to improve the number of chats attended within the Service Level Agreement (“SLA”) to 95% and above going forward. Customer queries across the immigration and road tax sectors continued to spread between phone calls and our live chat service, helping to mitigate any disproportionately high volume of calls. Live Chat Highlights Average Live Chat Response Rate Highest Live Chat Response Rate 99% 99% 95% 96% 95% 97% 11,694 2,835 10,723 Total Customer Service Training 89 19 89 Monthly Average of E-mails Received 104
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