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The MPFA issued the “Guidance Note on Conducting Sales by Unsolicited Calls” (Guidance Note) to MPF registered intermediaries to stipulate the requirements and applicable measures related to making unsolicited calls for conducting marketing activities (“telemarketing”) to enhance the public’s awareness of phone scams, with a view to further combating scam callers falsely claiming to promote the sale of MPF products or services. 

According to the Guidance Note which take effect from 1 September 2023, principal intermediaries (PIs)¹ are required to provide a designated telephone number on their website and/or social media platform to allow the public to verify the caller’s identity.  PIs must provide designated or authorized telephone lines to their authorized callers for conducting “telemarketing”. The caller must not conceal the sending telephone numbers to facilitate verification of his/her identity by members of the public.

The Guidance Note also requests PIs to provide standard scripts and content for such “telemarketing” calls including the caller’s full name, MPF registration number (if applicable), name and contact details of the company the caller represents, and the purpose of the call to the called party. “Telemarketing” calls should only be made between 9am and 9pm. The called parties can ask the caller to explain the source of their contact information, and request that their contact information be removed from the PI’s call list.

If the PI receives a complaint concerning “telemarketing”, the PI should handle it by fulfilling the requirements set under the Guidance Note. If a PI suspects that fraudsters might have impersonated its representatives in making scam calls, the PI should conduct appropriate publicity to alert the public (e.g. by issuing a press release and an alert on their website and/or hotline).

The MPFA urges MPF scheme members not to disclose their personal information to any unknown third party. If there is any doubt about the identity of the caller alleged to be an MPF registered intermediary, they should check the MPFA’s Register of MPF Intermediaries and contact the PI concerned to verify the identity of the alleged caller.

－Ends－
4 September 2023

_{1. Business entities registered by the MPFA to conduct MPF sales and marketing activities and give regulated advice.}