The Mandatory Provident Fund (MPF) Schemes Authority has received around 2,400 complaints about the new, compulsory eMPF system from its launch in June 2024 until September this year.
The system is intended to simplify the MPF system, allowing employers and employees to administer their pension schemes in one centralised portal, no matter which MPF provider they use. The authority has also said it will save members billions of dollars in fees.
On Thursday, a spokesperson from the MPF Authority told HKFP that 17 MPF schemes administered by 10 trustees have onboarded with eMPF.
The eMPF system saw about 2,400 complaint cases, the spokesperson said, adding that they covered “different aspects such as eMPF registration, making MPF contributions and enrolment in MPF schemes.”
“Over 90 per cent of the cases were responded within the timeframe stipulated in the service pledges,” the spokesperson said.
It added that eMPF registrations had exceeded a million, with close to 180,000 registered users being employers.
However, the authority said there were “isolated cases” where scheme members and employers have had difficulties onboarding through the “Know Your Client” facial recognition identification app.
It said the eMPF company has sought to improve hotline support and training, and provide software updates to tackle the technical problems.
The deadline for employers using Manulife MPF schemes to enrol is next Thursday. Fidelity Retirement Master Trust and Haitong MPF Retirement Fund employers must onboard by December 30. Those using Hang Seng Mandatory Provident Fund – SuperTrust Plus, and HSBC Mandatory Provident Fund – SuperTrust Plus, must activate by January 29, 2026.
Deadlines for employers using other providers have already passed.
