The eMPF Platform is a one-stop electronic platform for employers and scheme members to manage their MPF effectively through eMPF mobile app or web portal. We provide Service Pledges to enhance transparency with the public on the service delivery standards of the eMPF Platform.

Key points to note when reading the Service Pledges

• Service Pledges provided here are for the operation of key MPF scheme administration processes on the eMPF Platform for MPF schemes which have onboarded the eMPF Platform.

• Service Pledges are not applicable to the administrative instructions received during the transitional operation period. Prior to the onboarding of each MPF scheme to the eMPF Platform, cut-off dates are set for the administration instructions submitted by employers and scheme members to the relevant trustee. The transitional operation period refers to the period between the cut-off date and the onboarding date. Administrative instructions received during the transitional operation period will only be processed by the eMPF Platform after the scheme has onboarded the eMPF Platform, hence Service Pledges are not applicable to such instructions.

• For MPF schemes which have not onboarded the eMPF Platform, please visit Trustee Service Comparative Platform of the MPFA website.

• The processing time required by eMPF Platform Company Limited (Company) or the trustee of each MPF scheme (for steps with trustee’s involvement) set out here is to be achieved under normal circumstances only, subject to receipt of valid forms/information and relevant payments (if any) by the Company. There may, however, be occasions when the Company or trustee cannot meet the target because of unforeseen circumstances beyond their reasonable control. The Company will endeavor to complete those transactions as soon as practicable after the onboarding of the relevant scheme.

• The information available related to the Service Pledges may be re-disseminated or reproduced, provided that the Company, as the source of information, is acknowledged and that the re-dissemination or reproduction is for non-commercial use. Any reproduction, adaptation, distribution, dissemination or making available of the information for commercial use is not allowed unless prior written consent is obtained from the Company.
  
  
  

Notes:

1. Unless otherwise stated, “Service” in the above table refers to the processing of a valid application/instruction for a “clean case”. That is, all required information and good money, if applicable, are provided and no additional follow-up actions with member/employer/trustee/the MPFA or other stakeholders are required.

2. About Service Standard as set out in the above table:

   • The service standard in terms of turnaround time is calculated from the working day following the date of receipt of the application/instruction/information by the eMPF Platform / eMPF Administration Office before the cut-off time of each working day, except for specific processes (e.g. application for change of future investment mandate) which are specified as to be completed within the same day upon receipt of the application/instruction/information before the cut-off time of each working day.
   • “Working day” in the above table means Monday to Friday, other than a public holiday (as defined in the Interpretation and General Clauses Ordinance (Chapter 1 of the Laws of Hong Kong SAR)) or a day on which Tropical Cyclone Warning Signal No. 8 or above is hoisted or a Black Rainstorm Warning Signal is in force any time during 0900 to 1745 hours.
   • “Paper application” means an application/instruction submitted in a form and/or a file of a specific format which requires manual duplication of data entry from the application into the computer system, including but not limited to applications submitted with form(s)/document(s) attached or scanned in PDF, JPEG, Word, spreadsheet or any other similar format.
   • “Digital application” means an application/instruction submitted via the eMPF Platform directly in which the submission of information does not require manual duplication of data entry from the application into the computer system.

3. Unless otherwise specified, scheme members include employees, self-employed persons, tax deductible voluntary contributions (“TVC”) account holders, special voluntary contributions (“SVC”) account holders and personal account holders.

4. For contributions, the service standard is set provided that the trustee completes the subscription order and returns fund price to the eMPF Platform within 1 working day (for same day fund dealing) or within 2 working days (for next day fund dealing) after the eMPF Platform sends a subscription order to the trustee.

5. For contribution paid by DDA, the service standard is calculated from the working day following the date of receipt of employer’s/member’s completed contribution data by the eMPF Administration Office to the working day on which fund units are allocated to member’s accounts. For situations where a member has already set up a standing instruction for regular contributions (e.g. TVC account holder who has set up a standing instruction for regular contributions during account enrolment), the service standard is calculated from the working day following the contribution date to the working day on which fund units are allocated to member’s accounts. The service standard is set provided that the DDA has been properly set up for payment, and payment settlement between banks completes within 1 working day. The service standard may be extended if the payment settlement between banks takes more than 1 working day to complete.

6. For contributions paid by direct credit, the service standard is calculated from the working day following the date of receipt of employer’s/member’s completed contribution data and the contributions, including information and evidence for locating the payment deposited at the scheme’s bank account by the eMPF Administration Office and trustee respectively, to the working day on which fund units are allocated to member’s accounts.

7. For contributions paid by paper cheque, the service standard is calculated from the working day following the date of receipt of employer’s/member’s completed contribution data and cheque (with payment received after the cheque is cleared) by the eMPF Administration Office to the working day on which fund units are allocated to member’s accounts, provided that cheque clearance completes within 1 working day. The service standard may be extended if cheque clearance takes more than 1 working day to complete.

8. This is only applicable to completed instructions received by the eMPF Platform before the cut-off time (i.e. 4 pm of each working day). If the instruction is received by the eMPF Platform at or after the cut-off time on a working day or at any time on a non-working day, it will be handled within the next working day.

9. For fund switching, the service standard is set provided that the trustee completes the switching order and return fund price to the eMPF Platform within 1 working day (for same day fund dealing) or within 2 working days (for next day fund dealing) after the eMPF Platform has sent a switching order to the trustee.

10. Same day fund price means that the date of fund price for fund dealing is the date of receipt of the completed instruction before the cut-off time (i.e. 4 pm of each working day). If the instruction is received by the eMPF Platform at or after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day. Currently, all MPF schemes use same day fund price for fund dealing, except for SHKP MPF Employer Sponsored Scheme.

11. Next day fund price means that the date of fund price for fund dealing is the next working day after the date of receipt of the completed instruction before the cut-off time (i.e. 4 pm of each working day). If the instruction is received by the eMPF Platform at or after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day. Currently, only SHKP MPF Employer Sponsored Scheme use next day fund price for fund dealing.

12. Transfer of MPF benefits involves the processing steps as set out in TRF (1) to (3). The service standard is only applicable when both original and new schemes have been on-boarded to eMPF Platform.

13. The service standard is calculated from the working day following the date of receipt of the completed transfer application and all required supporting documents (if applicable) by the eMPF Administration Office to the working day on which the eMPF Platform sends the fund order report to the relevant original trustee.

14. The service standard is calculated from the working day following the date on which the original trustee receives the fund order report from the eMPF Platform to the working day on which the original trustee completes (i) the redemption of the fund units in the member’s account; (ii) the transfer of member’s MPF benefits to the new trustee; and (iii) notifying the eMPF Platform of the transfer payment details. The required processing time varies among schemes.

15. The service standard is calculated from the working day following the date on which the eMPF Platform receives the redemption details and the redemption proceeds are ready for the new trustee to place the subscription order to the working day on which the fund units are allocated to member’s account in the new scheme.

16. Under the MPF legislation, there are specific circumstances where members’ MPF may be withdrawn before reaching the age of 65. Such circumstances are early retirement, permanent departure from Hong Kong, total incapacity, terminal illness, small balance, and death.
    Withdrawal of MPF benefits involves the processing steps as set out in WTD(1) and (2). The service standard may be extended for cases involving follow-up actions with other stakeholders.

17. The service standard is calculated from the working day following the date of receipt of the completed withdrawal application and all required supporting documents by the eMPF Administration Office to the working day on which the eMPF Platform sends the fund order report to the trustee.

18. The service standard is calculated from the working day following the date on which the trustee receives the fund order report from the eMPF Platform to the working day on which the trustee issues payment instructions for paying benefits to the member. The required processing time varies among schemes.

19. This refers to enquiries and complaints relating to the scope of the scheme administration services of the eMPF Platform and does not involve investigation or reply from other stakeholders (e.g. trustees). The service standard may be extended for cases involving investigation or reply from other stakeholder.