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	Actual Achievement Rate (2022-23)
Answer hotline enquiries	Answer hotline enquiries within 3 minutes, under normal circumstances (i.e. not more than 600 incoming calls a day)	95%	95.21%
	Return hotline voice mail messages within the next working day	95%	99.93%
Answer written enquiries	Acknowledge receipt within 3 working days	95%	99.99%
	Answer enquiry or provide an interim reply within 10 working days	95%	100%
Intake complaints	Acknowledge receipt within 3 working days	95%	99.97%

Processing of Applications

Service	KPIs	Target Achievement Rate	Actual Achievement Rate (2022-23)
Process applications for registration as principal intermediary	Complete processing of registrations within 20 working days after receipt of all requisite documents	95%	100%
Process applications for registration as subsidiary intermediary	Complete processing of registrations within 20 working days after receipt of all requisite documents	95%	100%
Process applications for approval of attachment of subsidiary intermediary to principal intermediary	Complete processing of applications within 15 working days after receipt of all requisite documents	95%	100%
Process applications for approval as responsible officer in respect of principal intermediary	Complete processing of applications within 10 working days after receipt of all requisite documents	95%	100%
Process applications by trustees/administrators or employers for registration/exemption of ORSO schemes	Complete processing of applications within 20 working days after receipt of all required information and documents	95%	100%
Process applications by trustees for MPF exemption of relevant ORSO registered schemes (sections 14 and 16 of the MPFS (Exemption) Regulation)	Complete processing of applications within 12 working days after registration of ORSO scheme and receipt of all required information and documents	95%	100%
Process applications for registration/approval/ cancellation of approval of schemes, constituent funds and pooled investment funds	Complete registration/approval/cancellation of approval within 3 months after receipt of all required information and documents	95%	100%

Complaints Investigation

Service	KPIs	Target Achievement Rate	Actual Achievement Rate (2022-23)
Make initial contact with complainant by Case Officer	Contact complainant within 7 working days from the date of receiving a complaint (Complaints against employers’ non-compliances)	95%	100%
	Contact complainant within 7 working days from the date of receiving a complaint (Complaints against MPF trustees)	95%	100%
	Contact complainant within 7 working days from the date of receiving a complaint (Complaints against intermediaries’ non-compliance)	95%	100%
	Contact complainant within 7 working days from the date of receiving a complaint (Complaints against ORSO trustees/administrators/employers)	95%	100%

Education, Publicity and Networking

Service	KPIs	Target Achievement Rate	Actual Achievement Rate (2022-23)
Arrange media events and activities	Organize 15 media events/activities per year with both frontline reporters and senior management of media organizations	100%	100%
Engage with various stakeholder groups to garner support for MPF	Hold 200 engagement activities per year	100%	100%
Educate different target segments on retirement planning and MPF management	Organize 100 sessions of customized education programmes per year for existing and prospective scheme members	100%	100%

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.
Office hours: Monday to Friday from 8:45am to 5:45pm (except public holiday)

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: