Member

For customers who have already made an online appointment, please arrive at the eMPF Service Centre on time and check in with the confirmation QR code or reference number at the reception.

If you leave the Service Centre while waiting for service, you may use your mobile device to scan the QR code on the ticket for the latest queuing status. A notification SMS will be sent to you when your turn is approaching. Please reserve sufficient time to return to the Service Centre.

Yes, you can simply go to the Online Booking System and retrieve your appointment record with the booking reference number to cancel or change the booking 24 hours prior to the appointment time.

The eMPF self-service kiosks allow employers/members to perform eMPF registration and administration of their MPF accounts, such as enrolment into an MPF scheme, transfer of benefits and fund switching.

Our staff are not in a position to input data to your mobile device. If you encounter any difficulties in using the eMPF Platform, our staff would explain and demonstrate the necessary steps and procedures to you.

You can access the eMPF Platform via personal computers or make use of the eMPF self-service kiosks. Please click here for the location details.

We understand the importance of proper processing of user instructions and would need to know more about your case and your feedback on our handling of your instruction so as to address and resolve your concerns.  Please contact us for assistance. 

Upon obtaining details of your case, eMPF Platform Company Limited (eMPF Company) will conduct an investigation to ascertain if your instruction had been properly executed by the eMPF Platform.  As each case is different, eMPF Company will assess on a case-by-case basis subject to agreed terms.  We may need your assistance to provide relevant information.

If it is proven that there is direct financial loss incurred to you due to the fault of the eMPF Company, such as a delay in allocating contributions, as a general principle, eMPF Company will credit the shortfall in fund units to your MPF account to restore your MPF account to the position had the delay not occurred.

For example, if your contributions should have been allocated with fund prices of 20^th November but the contributions were eventually allocated with fund prices of 25^th November, the fund prices of 20^th and 25^th November of your selected funds will be compared to calculate any shortfall in units which will be credited to your account as compensation.  If the delay in fact results in more fund units being purchased and credited to your MPF account previously, no deduction will be made from your account.

The pilot scheme aims to provide an alternative dispute resolution mechanism for users of the eMPF platform i.e. scheme members and employers. It is designed to resolve monetary disputes related to the use of eMPF Platform and the scheme administration services provided by eMPF Platform Company Limited. The pilot scheme will run for a period of twelve months, from 25 June 2025 to 24 June 2026, and will be administered by the Financial Dispute Resolution Centre.

The pilot scheme will handle monetary disputes between scheme members / employers (eMPF Users) and eMPF Platform Company Limited (eMPF Company) that arise from the use of the eMPF Platform or scheme administration services provided by eMPF Company. However, it will not accept disputes solely between an eMPF User and an MPF trustee only, contractual matters between an MPF intermediary or intermediaries and an MPF trustee or its subsidiary, or employment matters from an employee or employees of an MPF trustee or its subsidiary, claims regarding policies, fees, charges or interests charged by MPF trustees, or claims about investment performance.

The pilot scheme is non-profit, and participants will incur application and administrative fees. For each mediation case submitted by a scheme member/employer, an application fee of HK$200 will be payable to the Financial Dispute Resolution Centre (FDRC). For more details about the fees, please refer to FDRC’s website.

A scheme member/employer (eMPF User) can initiate the mediation process by submitting a duly completed application form together with the required supporting documents to the Financial Dispute Resolution Centre. However, an eMPF User should always attempt to resolve the dispute through lodging a complaint with eMPF Platform Company Limited first before resorting to mediation. Please click here for the complaint and mediation process. 

You may provide your contact phone number in the email and indicate your preference for a phone reply. Our Customer Service representative will reach out to you using the phone number provided.

In general, verbal administrative instructions are not accepted.

If you encounter difficulties submitting your instructions through the eMPF Web Portal, eMPF Mobile App, or paper-based means, you may visit one of our Service Centres or the 18 eMPF Self-service Kiosks for assistance. Our eMPF Ambassadors will be happy to assist you. Click here for detailed information on the locations and service hours.

If you visit concerns enquiries related to your account, please bring your Hong Kong Identity Card (HKID) along with your registered “iAM Smart” account or a second form of identification such as passport, Mainland Travel Permit for Hong Kong and Macao Residents.

We recommend you make an online appointment through here to reduce waiting time.