Policy Team's Detection Scope Refinement Drives 15.3% Increase in Hard Hits for CCR

In the meantime, we have refined the detection scope of our policy team from the Online Return Centre (ORC) to improve the identification of potential policy violation cases (PCR). This change has resulted in an additional 15.3% increase in the number of cases identified as Hard Hits for the Customer Complaint Resolution (CCR) team since Week 16. As a result, the CCR team's performance in Q2 has improved significantly, with the CCR rate reaching 157ppm, which is a 63ppm increase compared to the previous year (+64% YoY).