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MPFA to resume customer counter service from 28 January

In view of the latest development of COVID-19 and the Government’s announcement regarding public services arrangement, the MPFA will resume its customer counter service from 28 January. Members of the public are requested to make appointment prior to visiting the counters of the three MPFA offices situated in Kwai Chung, Kwun Tong and Sheung Wan through MPFA’s hotline 2918 0102.

In order to safeguard the health of members of the public and MPFA’s staff, the MPFA will continue to follow the suggestions of the Centre for Health Protection by implementing social distancing and other precautionary measures, including body temperature checking, using the "LeaveHomeSafe" mobile app and completion of a health declaration form before entering MPFA offices as well as wearing surgical masks during the visit, etc. Members of the public must strictly follow the MPFA’s infection prevention guidelines during their visit.

Members of the public may experience longer waiting time in getting an appointment for using the customer counter service. The MPFA urges members of the public to use alternative means, such as hotline and emails, instead of physically visiting the counters to receive the services they need. The MPFA’s telephone enquiry hotline (2918 0102) will continue to provide service from 8:45am to 5:45pm from Monday to Friday (excluding public holidays). Members of the public may also make enquiries through email (mpfa@mpfa.org.hk) or leave a message in the hotline voice mail for follow-up by the MPFA. Useful MPF information and frequently asked questions are available on the MPFA website (www.mpfa.org.hk) for reference. The MPFA also encourages employees to use the MPFA’s e-Enquiry of Personal Account (ePA) platform or its mobile app, and the one-stop MPF Fund Platform or its mobile app, to manage their MPF.

 

General Enquiries

Online enquiry form

 

You may use the form below to make enquiries. Please provide accurate and complete information to facilitate the handling of your enquiries.

* Required fields

If you have applied ePA service, please provide the registered email address

Personal Information Collection Statement

The information, including any personal data (as defined in the Personal Data (Privacy) Ordinance (PDPO)), you provided to the MPFA in the above online form is for the purposes of responding to and following up your enquiries/comments.

The provision of personal data is voluntary. If insufficient personal data is provided, we may not be able to make any reply to you.

The personal data collected from you will only be used by the MPFA for the purposes of responding to and following up your enquiries/comments and other directly-related purposes. Your personal data collected will not be disclosed/transferred to any third parties unless with your consent or where permitted by law.

If you wish to request access to and/or correction of your personal data held by the MPFA, you may do so in writing to the Personal Data Privacy Officer of the MPFA at Level 8, Tower 1, Kowloon Commerce Centre, 51 Kwai Cheong Road, Kwai Chung, Hong Kong.

You may also wish to refer to the MPFA’s Privacy Policy Statement (https://www.mpfa.org.hk/en/privacy-policy) for details.

Please confirm the enquiry details you submitted

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Email

 
Email:mpfa@mpfa.org.hk

Hotline

 

Hotline number:(852) 2918 0102 (24-hour Interactive Enquiry Service)

You may contact our officers through the hotline during office hours for enquiries.

Mail/Fax


Address
: Customer Services Department, MPFA, Level 8, Tower 1, Kowloon Commerce Centre, 51 Kwai Cheong Road, Kwai Chung, Hong Kong

 

Fax Number:(852) 2259 8806

 

If members of the public need to visit the MPFA office in person (e.g. for submitting documents), please call our hotline (2918 0102) to make an appointment in advance.

 

MPFA office addresses

Performance Pledges

For our service standards on answering written enquiries, please refer to MPFA’s performance pledges.

Last Revision Date: 17/02/2021

Enquiries about Personal Accounts

Members of the public may make enquiries about their personal accounts and the relevant trustees’ information from MPFA for follow-up with the relevant trustees. This service is free for charge.

What is a "Personal Account"?

  • An account that primarily receives and accumulates MPF contributions made under a scheme member's former employment and / or self-employment
  • It also receives and accumulates the MPF transferred from a scheme member’s contribution account under current employment through the Employee Choice Arrangement
  • New contributions for each contribution period under a scheme member’s current employment will not be made into this account

Information available in the Personal Account Register

The Personal Account Register provides the following information:

  • number of personal accounts held by the scheme member
  • name and telephone number of the trustee with which each personal account is maintained

Pursuant to the MPFSO, the Personal Account Register does not contain the following information:

  • details of individual personal accounts, e.g. account number, account balance, etc.
  • records of scheme members' contribution accounts (including MPF accounts for current employment, for casual employees under Industry Scheme, and for self-employed persons) and tax deductible voluntary contribution accounts

Note: For detailed information about individual accounts, please contact the relevant trustees.

How to make enquiries on personal accounts?

Through e-Enquiry of Personal Account (ePA)
Scheme members can check their personal account records through the ePA service online or the ePA mobile app at any time. They only need to apply for this service once and after successful completion of the application, they can enjoy the service permanently. For details, please refer to ePA website.

 

Through paper forms

 

Type of enquirers
Relevant Form
1 Scheme member
2 Authorized person
3 Personal representative or person entitled in priority to administer the estate of a deceased scheme member
Scheme members who wish to make enquiries through registered intermediaries should authorize their principal intermediaries to be their representatives. For details, please contact the subsidiary intermediaries.

 

Please mail or fax the completed form and a copy of the relevant ID document(s) to MPFA. Search results will be sent to you by mail.

 

Address: Customer Services Department, MPFA, Room 1201-1207, Nan Fung Tower, 88 Connaught Road Central, Hong Kong

Fax number: 3146 7367

 

It would be more convenient and time-saving to make enquiries by mail or fax. If members of the public wish to visit the MPFA office in person, please call our hotline (2918 0102) to make an appointment in advance.

 

MPFA office addresses

Last Revision Date: 15/07/2020

Enquiries about Unclaimed Benefits

Members of the public may make enquiries about their unclaimed benefits from MPFA for free.
 

What are "Unclaimed Benefits"?

Under the following special circumstances, the MPF benefits of scheme members will be defined as "unclaimed benefits":


  • A scheme member has reached the age of 65 but has not withdrawn his/her MPF benefits from the trustee and remains unreachable by the trustee through various means; or
  • A scheme member has requested to withdraw his/her MPF benefits from the trustee. However, the cheque sent by the trustee to the member remains unpresented after six months from the issue date and the scheme member remains unreachable despite attempts by the trustee to locate him/her through different means.

Information available in the Unclaimed Benefits Register

The Unclaimed Benefits Register provides the following information:

  • name and telephone number of the trustee that holds the benefits

Note:
For details of the unclaimed benefits, please contact the relevant trustee directly.

 
How to make enquiries on unclaimed benefits?
 
Type of enquirers
Relevant Form
1 Scheme member
2 Authorized person
3 Personal representative or person entitled in priority to administer the estate of a deceased scheme member

Please mail or fax the completed form and a copy of the relevant ID document(s) to MPFA. Search results will be sent to you by mail.

 

Address: Customer Services Department, MPFA, Room 1201-1207, Nan Fung Tower, 88 Connaught Road Central, Hong Kong

 

Fax number: 3146 7367

 

It would be more convenient and time-saving to make enquiries by mail or fax. If  members of the public wish to visit the MPFA office in person, please call our hotline (2918 0102) to make an appointment in advance.

 

MPFA office addresses

Last Revision Date: 15/07/2020