Enforcement

MPF Trustees

Points to note when lodging complaints against MPF trustee or the eMPF Platform are as follows:

To resolve your dissatisfaction in a timely manner, please refer to the table below to see who you can contact to reflect your dissatisfaction and seek solutions first.

What is the nature of your dissatisfaction?	Has your scheme onboarded the eMPF Platform*?	Please contact the following party
MPF scheme administration, for example: Contribution Enrolment / participation into an MPF scheme MPF accrued benefit transfer Fund switching Other MPF scheme administration issues	Yes No	The eMPF Platform MPF trustee
MPF fund performance Offers and rebates provided by MPF trustees	Whether or not the scheme you participated in has onboard the eMPF Platform	MPF trustee

*Please visit eMPF Website (www.empf.org.hk) for the onboarding schedule of MPF scheme(s) and the relevant information.

If you decide to lodge a complaint with MPFA, you may file the complaint via email, by post and hotline, etc.
To ensure a complaint is processed efficiently, please provide the following information:
- personal particulars and contact details;
- identity document (e.g. Hong Kong Identity Card) for verification of identity;
- specific details of the complaint; and
- all the relevant supporting documents and records that may facilitate handling of the complaint case, e.g. benefit statement, transfer form, fund switching form, fax record of remittance statement, courier receipts.
If you do not provide or present proof of identity and contact information, MPFA will still handle the complaint, but please note:
- MPFA will not discuss with the complainant or disclose the case progress and findings to the complainant; and
- the handling of the complaint may be impaired.
After receiving a complaint, MPFA will make a preliminary assessment based on the information provided by the complainant and will handle the complaint promptly in accordance with established procedures, also will notify the complainant of the outcome upon completion of the case. MPFA will make initial contact with the complainant by phone or in writing within seven working days from the date of receiving the complaint. Furthermore, MPFA will update the complainant on the progress of the case at least once every two months.
MPFA cannot and will not
- interfere with the MPF trustees’ commercial decisions;
- Instruct the MPF trustees / the eMPF platform to compensate the complainant or determine the amount of compensation;
- supervise the performance of constituent funds;
- intervene in or adjudicate disputes about service quality between the MPF trustees / the eMPF platform and their clients;
- act as a financial or legal adviser; or
- handle complaints unrelated to the operation of MPF schemes.
If MPFA in the course of processing a complaint case suspects that there are any inadequacies in the operations of the MPF trustee or the eMPF Platform, it will take appropriate follow up action in accordance with established procedures.
However, MPFA may not be able to provide the complainant with all the details about our investigation. There is a general prohibition in the MPFSO against the disclosure of information which MPFA has obtained in the exercise or performance of its functions under the MPFSO.