MPFA

Corporate Governance and Corporate Social Responsibility

Code of conduct

MPFA has in place a Code of Conduct for Directors, incorporating key conduct rules specified in the Prevention of Bribery Ordinance, MPFSO and MPFA’s Standing Orders, for directors’ guidance.

MPFA directors are required to declare their interests upon appointment to the Management Board, make timely updates and review the disclosed information on an annual basis.

Directors are also required to disclose any real or potential conflict of interest in a matter under consideration by the Management Board. Particulars of any disclosure are recorded in a register available for public inspection.

MPFA staff must observe the Code of Conduct for Staff, which covers issues like the offer and acceptance of advantages, avoidance of conflicts of interest, declaration of financial interests, etc.

Reporting

Before the commencement of each financial year, MPFA prepares a corporate plan and budget for approval by the Financial Secretary of the HKSAR. Progress of the corporate plan is overseen by the Management Board. An annual report, together with audited financial statements and auditor's report, is submitted to the Financial Secretary of the HKSAR.

Key Performance Indicators

Call Centre Service

Service	KPIs	Target Achievement Rate
Answer hotline enquiries and messages	Answer hotline enquiries within 60 seconds or offer the option to leave a message for a return call, under normal circumstances (i.e. not more than 600 incoming calls a day)	95%
	Return hotline voice mail messages within the next working day	96%
Answer written enquiries	Acknowledge receipt within 2 working days	98%
	Answer enquiry or provide an interim reply within 5 working days	95%
Intake complaints	Acknowledge receipt within 2 working days	98%

Processing of Applications

Service	KPIs	Target Achievement Rate
Process applications for registration as principal intermediary	Complete processing of registrations within 17 working days after receipt of all requisite documents	95%
Process applications for registration as subsidiary intermediary	Complete processing of registrations within 17 working days after receipt of all requisite documents	95%
Process applications for approval of attachment of subsidiary intermediary to principal intermediary	Complete processing of applications within 12 working days after receipt of all requisite documents	95%
Process applications for approval as responsible officer in respect of principal intermediary	Complete processing of applications within 8 working days after receipt of all requisite documents	95%
Process applications by trustees/administrators or employers for registration/exemption of ORSO schemes	Complete processing of applications within 17 working days after receipt of all required information and documents	95%
Process applications by trustees for MPF exemption of relevant ORSO registered schemes (sections 14 and 16 of the MPF Schemes (Exemption) Regulation Cap. 485B)	Complete processing of applications within 5 working days after registration of ORSO scheme and receipt of all required information and documents	100%
Process applications for registration/approval/ cancellation of approval of schemes, constituent funds and pooled investment funds	Complete registration/approval/cancellation of approval within 10 weeks after receipt of all required information and documents	95%

Complaints Investigation

Service	KPIs	Target Achievement Rate
Make initial contact with complainant by Case Officer to establish communication and gather information for the purpose of starting an inquiry	Start an inquiry with complainant within 5 working days from the date of receiving a complaint under normal circumstances (i.e. if the complaint involves a straightforward suspected default contribution case in respect of one contribution period) (Complaints against employers’ non-compliances)	95%
	Start an inquiry with complainant within 5 working days from the date of receiving a complaint (Complaints against MPF trustees and service providers)	95%
	Start an inquiry with complainant within 5 working days from the date of receiving a complaint (Complaints against intermediaries’ non-compliances)	95%
	Start an inquiry with complainant within 5 working days from the date of receiving a complaint (Complaints against ORSO trustees/administrators/employers)	95%

Education, Publicity and Networking

Service	KPIs	Target Achievement Rate
Arrange media events and activities	Generate 1 300 media reports (print and electronic) from media activities (including blog posts, media briefings/interviews, press releases)	100%
Promote latest news and information of the MPF System and MPFA through corporate Facebook and LinkedIn pages	16 000 000 people reached Followers increased by 7,000 in a year	100% 100%
Engage with various stakeholder groups to garner support for MPF	Hold 330 engagement activities per year	100%
	Organize effective and impactful stakeholder engagement activities for enhancing participants' understanding of and support for the MPF System, with a view to achieving positive ratings (i.e. top 2 boxes in the 1 to 5 scale) in post-event evaluations	90%
Educate different target segments on early retirement planning and MPF management	Organize 100 sessions of customized education programmes per year for existing and prospective scheme members	100%
	Organize effective and informative member education activities for enhancing participants' understanding of the MPF System, MPF investment, retirement planning, and money management, with a view to achieving positive ratings (i.e. top 2 boxes in the 1 to 5 scale) in post-event evaluations	90%

Remark:

Calculation of working days: The number of working days shown in the key performance indicators (KPI) is counted from the next working day following the day on which the service request is received. Also, service requests received after office hours or on a non-working day will be deemed to be received on the next working day.
Date of receiving a complaint is defined as the date on which MPFA has received all the required information and documents necessary to register a complaint.
Office hours:
Weekdays: 8:45 am to 5:45 pm
Saturdays, Sundays and Public Holidays: Closed

Communication with the public

Through various activities, such as briefings, talks and exhibitions, MPFA enhances transparency and engagement with stakeholders and the public. MPFA also disseminates MPF messages through various channels, including: