Info Center

MPFA Chairman Mrs Ayesha Macpherson Lau published her blog post today (26 October), highlighting that the eMPF Platform (eMPF) is well into the final phase of onboarding. In response to the rising demand for customer service, the MPFA and eMPF Platform Limited Company (eMPF Company) required the contractor to take more proactive measures to comprehensively enhance customer service. These include leveraging artificial intelligence to increase efficiency, expanding the capacity of its service centres, and significantly increasing manpower to improve the capacities of and accelerate case-handling by its service centres. 

As more trustees onboarded eMPF, Mrs. Lau expressed concern regarding the contractor’s responsiveness in handling enquiries. In fact, the contractor has already increased its manpower dedicated to handling eMPF enquiries and complaints by more than 60% over the past three months, from approximately 500 staff in late June to over 800 by the end of September. By the end of this year, the number of staff will be further increased to over 1,100, more than double in six months. Additionally, the contractor will step up training of frontline staff and redeploy supervisory personnel from the corporate group to provide stronger leadership and support.

To monitor the contractor’s performance in handling user enquiries, since August this year, eMPF Company has conducted regular on-site inspections of its hotline centres and service centres and has engaged mystery shoppers to evaluate the quality of frontline services and identify areas for improvement. Furthermore, the contractor has installed screen simulators in hotline centres, enabling customer service personnel to operate the eMPF interface in sync with users, thereby providing clearer responses.

Mrs. Lau also expressed her gratitude to the industry for mobilising MPF intermediaries to actively assist employers and employees in transitioning from trustees’ administration systems to eMPF. To better support intermediaries in performing their roles effectively, the MPFA and the eMPF team have maintained close communication with them and provided support through training, sharing sessions, enquiry counters and live-streaming sessions to help them address client enquiries. To date, more than 30,000 intermediaries have participated in these initiatives.

Mrs. Lau emphasised that eMPF will not replace the role of intermediaries. Instead, it will create new business opportunities by freeing up their time and resources to deliver high value-added services to clients, such as wealth management, retirement protection planning, and advice on asset allocation.

Furthermore, employers and employees may consider engaging intermediaries to help with administrative tasks according to their needs and circumstances, such as enrolling in MPF schemes, submitting employee contribution data, and transferring MPF benefits via the eMPF Assistant Portal. Mrs. Lau encouraged all intermediaries to familiarize themselves with and make full use of this tool to help employers and scheme members manage their MPF efficiently.

For the full version of the article, please visit the MPFA blog. The blog is available in Chinese only.

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26 October 2025