Complaints Against MPF Trustees

MPFA’s roles and policies on handling complaints


Who we are

The Mandatory Provident Fund Schemes Authority (MPFA) is a statutory body established under the Mandatory Provident Fund Schemes Ordinance (MPFSO) (Chapter 485, Laws of Hong Kong) to regulate and supervise mandatory provident fund (MPF) schemes and occupational retirement schemes (ORSO schemes).

One of its core functions is to regulate the affairs and activities of approved MPF trustees (trustees) and to ensure as far as reasonably practicable that those approved trustees are administering their registered schemes in accordance with the law and in a prudent manner. The MPFA also promotes and encourage the development of the retirement scheme industry in Hong Kong, including the adoption of a high standard of conduct and sound prudent business practices by approved trustees and other service providers.

Complaint and Investigation Department of MPFA is responsible for handling complaints against approved trustees.

We recognize the importance of complaints and regard them as opportunities to regulate the conduct of the approved trustees. We are committed to handling your complaint seriously and will deploy our resources effectively to follow up your case and protect your rights as a scheme member or employer.

What we can do

  • Supervise trustees' handling of complaints which are lodged by scheme members or participating employers, is thorough, fair and timely; and
  • Follow up with trustees on complaints which raise issues of supervisory/enforcement concern on trustees and take appropriate action if necessary.

What we cannot do

  • Interfere with trustees’ commercial decisions;
  • Supervise the performance of constituent funds;
  • Intervene or adjudicate on service quality issues between trustees and their clients;
  • Act as your financial or legal adviser; or
  • Handle the matter which is not related to the operation of MPF schemes.
Notes on criminal prosecution:
  • MPFA’s role: The duty of MPFA is to conduct investigation and collect evidence. As the MPFSO does not give MPFA the power to prosecute, upon investigation and collection of evidence, MPFA will seek legal advice and make reference to the “Prosecution Code” of the Department of Justice to determine if a case meets the requirements for initiating criminal prosecution.
  • Complainant’s role: In a criminal proceeding, the complainant serves as a witness and helps provide evidence during investigation. Even if the complainant insists on initiating criminal prosecution, MPFA will seek legal advice and make reference to the “Prosecution Code” of the Department of Justice to determine if a case meets the requirements for initiating criminal prosecution.

What to do first if you have a complaint

As complaints caused by misunderstanding or mismatch of expectations can often be resolved after you have liaised with the trustee, we suggest you to contact your trustee first to reflect your dissatisfaction and seek resolution before filing a complaint with MPFA. Please refer to the list of trustees’ hotline numbers.

When to seek help

You may lodge a complaint with MPFA about the scheme administration or services provided by a trustee if:
  • The trustee refuses to handle your complaint;
  • You consider that the trustee has not handled your complaint in a fair manner;
  • You are not satisfied with the responses provided by the trustee; or
  • You have grounds to believe that your interests as scheme members / participating employers have been prejudiced by the trustees’ scheme administration or services provided by any of the trustees’ staff.

How do we handle your complaint

The MPFA will conduct an initial assessment of all the materials provided by the complainant. If the complaint falls within the MPFA’s jurisdiction, having considered the nature and the content of the complaint, we will decide the most appropriate handling arrangement for the complaint. We will also follow up the complaint case with the relevant trustees so as to ensure it would be handled thoroughly, fairly and timely.

What is our response to your complaint

We endeavour to handle your complaint expeditiously, and upon investigation will inform you of our investigation result to conclude the handling of your case. However, we may not be able to provide you with all the details about our investigation because their disclosure may be subject to certain legal restrictions. For instance, there is a general prohibition in the MPFSO against the disclosure of information which we have obtained in the exercise or performance of our functions under the MPFSO. We may also be restrained from disclosing investigation details as it may adversely affect the administration of justice. Other grounds why such disclosure cannot be made include those set out under Part 2 of the Code on Access to Information of MPFA.

How to lodge a complaint with us

Hotline 2918 0102 (8:45 am to 5:45 pm on weekdays)
Mail Customer Services Department, Level 8, Tower 1, Kowloon Commerce Centre,
51 Kwai Cheong Road, Kwai Chung*
Fax 2259 8806
Email mpfa@mpfa.org.hk

Members of the public should lodge a complaint with us via the above channels which will offer greater convenience and save more time.

If there is any practical need (e.g. present documents) to visit the customer service counter of MPFA office in person, please call MPFA’s telephone enquiry hotline (2918 0102) to make appointment in advance. Visitors have to strictly follow the MPFA’s infection prevention guidelines during the visit.


Office Address Office Hours
Head Office Level 8, Tower 1, Kowloon Commerce Centre, 51 Kwai Cheong Road, Kwai Chung Weekdays:
8:45 am to 5:45 pm

Saturdays, Sundays and Public Holidays:
Closed
Hong Kong Island Office Room 1201 - 1207, Nan Fung Tower, 88 Connaught Road Central, Sheung Wan
Kowloon Office Level 25, Tower 1, Millennium City 1, 388 Kwun Tong Road, Kwun Tong



 
 



 


 


Announcement



* The MPFA will not accept underpaid mail which will be returned to the sender or disposed of by the Hongkong Post. Please affix sufficient postage.

Please note that messages sent via email may not be secure as they could be intercepted, corrupted or lost. You are strongly advised NOT to provide sensitive, personal or confidential data in your email, and you should consider sending your complaints by mail/fax or in person if the content involves such data.

If you would like to file a complaint in writing, you may fill in the Complaint Form below and return it to us by mail or fax, or submit it online. Our staff will contact you by phone upon receipt of your complaint to confirm the details.

Complaint against MPF trustees: download form

What information to provide when filing a complaint

To ensure your complaint is processed efficiently, please provide the following when filing a complaint to us:

  • Your personal particulars and contact details;
  • Your proof of identity (e.g. copy of Hong Kong Identity Card);
  • Your specific allegation(s) against the trustee and details about your complaint; and
  • All relevant supporting documents (duplicates), e.g. benefits statement, transfer form, fund switching form, fax journal of remittance statement and receipt of remittance statement by courier services, etc.

  • Please provide your identity proof (if applicable) and contact details, without which we will still take your complaint but the following applies:

  • We will not discuss and disclose case progress and findings to you; and
  • Fact-finding of the complaint may be impaired.

  • If you would like to authorize someone to lodge a complaint on your behalf, you must submit a signed authorization form and the authorized person must provide his/her proof of identity (if applicable) and contact details to us.

    Authorization by affected person: download form
    Authorization by affected company / organization: download form


    While MPFA does accept complaints lodged by informants (i.e. persons who are not personally affected by the alleged non-compliance), we will not provide case progress and fact-finding results to the informants. Please note that we might not be able to take follow-up action if only limited information is provided.

    Personal Information Collection Statement

    Please read our Personal Information Collection Statement for Complaints before filing a complaint.

    Last Revision Date: 22/10/2020