MPFA

Corporate Governance and Corporate Social Responsibility

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
12 400 000 to further enhance the publicity effect


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: