MPFA
Corporate Governance and Corporate Social Responsibility
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Code of conduct
MPFA has in place a Code of Conduct for Directors, incorporating key conduct rules specified in the Prevention of Bribery Ordinance, MPFSO and MPFA’s Standing Orders, for directors’ guidance.
MPFA directors are required to declare their interests upon appointment to the Management Board, make timely updates and review the disclosed information on an annual basis.
Directors are also required to disclose any real or potential conflict of interest in a matter under consideration by the Management Board. Particulars of any disclosure are recorded in a register available for public inspection.
MPFA staff must observe the Code of Conduct for Staff, which covers issues like the offer and acceptance of advantages, avoidance of conflicts of interest, declaration of financial interests, etc.
Reporting
Before the commencement of each financial year, MPFA prepares a corporate plan and budget for approval by the Financial Secretary of the HKSAR. Progress of the corporate plan is overseen by the Management Board. An annual report, together with audited financial statements and auditor's report, is submitted to the Financial Secretary of the HKSAR.
Key Performance Indicators
Call Centre Service
|
Service
|
KPIs
|
Target Achievement Rate
|
Actual Achievement Rate (2023-24)
|
|---|---|---|---|
|
Answer hotline enquiries
|
Answer hotline enquiries within 2 minutes, under normal circumstances (i.e. not more than 600 incoming calls a day)
|
95%
|
97.13% |
|
|
Return hotline voice mail messages within the next working day
|
95% |
100%
|
|
Answer written enquiries
|
Acknowledge receipt within 3 working days
|
95% |
100%
|
|
|
Answer enquiry or provide an interim reply within 8 working days
|
95% |
100% |
|
Intake complaints
|
Acknowledge receipt within 3 working days
|
95% |
100% |
Processing of Applications
|
Service
|
KPIs
|
Target Achievement Rate
|
Actual Achievement Rate (2023-24)
|
|---|---|---|---|
|
Process applications for registration as principal intermediary
|
Complete processing of registrations within
20 working days after receipt of all requisite documents |
95%
|
100%
|
|
Process applications for registration as subsidiary intermediary
|
Complete processing of registrations within
20 working days after receipt of all requisite documents |
95%
|
100%
|
|
Process applications for approval of attachment of subsidiary intermediary to principal intermediary
|
Complete processing of applications within
15 working days after receipt of all requisite documents |
95%
|
100%
|
|
Process applications for approval as responsible officer in respect of principal intermediary
|
Complete processing of applications within
10 working days after receipt of all requisite documents |
95%
|
100%
|
|
Process applications by trustees/administrators or employers for registration/exemption of ORSO schemes
|
Complete processing of applications within
20 working days after receipt of all required information and documents |
95%
|
100%
|
|
Process applications by trustees for MPF exemption of relevant ORSO registered schemes (sections 14 and 16 of the MPF Schemes (Exemption) Regulation)
|
Complete processing of applications within
12 working days after registration of ORSO scheme and receipt of all required information and documents |
95%
|
100%
|
|
Process applications for registration/approval/ cancellation of approval of schemes, constituent funds and pooled investment funds
|
Complete registration/approval/cancellation of approval within 3 months after receipt of all required information and documents
|
95%
|
100%
|
Complaints Investigation
|
Service
|
KPIs
|
Target Achievement Rate
|
Actual Achievement Rate (2023-24)
|
|---|---|---|---|
|
Make initial contact with complainant by Case Officer
|
Contact complainant within 7 working days from the date of receiving a complaint (Complaints against employers’ non-compliances)
|
95%
|
100%
|
|
|
Contact complainant within 7 working days from the date of receiving a complaint (Complaints against MPF trustees)
|
95%
|
100%
|
|
|
Contact complainant within 7 working days from the date of receiving a complaint (Complaints against intermediaries’ non-compliance)
|
95%
|
100%
|
|
|
Contact complainant within 7 working days from the date of receiving a complaint (Complaints against ORSO trustees/administrators/employers)
|
95%
|
100%
|
Education, Publicity and Networking
|
Service
|
KPIs
|
Target Achievement Rate
|
Actual Achievement Rate (2023-24)
|
|---|---|---|---|
|
Arrange media events and activities
|
Generate 1 000 media reports (print and electronic) from media activities (including blog posts, media briefing/interviews, press release)
|
100%
|
100%
|
|
Promote latest news and information of the MPF System and MPFA through corporate Facebook and LinkedIn pages
|
Achieve the number of people reached of Increase the number of new followers by 5 500 |
100% 100% |
100% 100% |
|
Engage with various stakeholder groups to garner support for MPF
|
Hold 300 engagement activities per year
|
100%
|
100%
|
|
Educate different target segments on retirement planning and MPF management
|
Organize 100 sessions of customized education programmes per year for existing and prospective scheme members
|
100%
|
100%
|
Remark:
- Calculation of working days: The number of working days shown in the key performance indicators (KPI) is counted from the next working day following the day on which the service request is received. Also, service requests received after office hours or on a non-working day will be deemed to be received on the next working day.
- Office hours: Monday to Friday from 8:45am to 5:45pm (except public holiday)
Communication with the public
Through various activities, such as briefings, talks and exhibitions, MPFA enhances transparency and engagement with stakeholders and the public. MPFA also disseminates MPF messages through various channels, including:
