【eMPF】Xu Zhengyu: eMPF Platform Receives 11,500 Complaints; MPF Members Can Claim Compensation for Losses Caused by eMPF Company Errors

SocialAnxietyStaker · 2026-03-25T15:18:39+00:00

The transition of Mandatory Provident Fund schemes to the eMPF platform is nearing completion. Financial Secretary Paul Chan stated that as of the end of last month, 11,500 complaints have been received, with over 76% of cases resolved. Some employers and members have encountered difficulties while using the platform. eMPF Company provides one-on-one support, and members can claim compensation to cover losses caused by platform errors.

SocialAnxietyStaker

2026-03-25 15:18:39

Abstract generation in progress

The transition of the MPF (Mandatory Provident Fund) scheme to the eMPF e-Platform has come to an end. Financial Secretary Paul Chan Mo-po stated in a written reply to Legislative Council members that as of the end of last month, the platform received a total of 11,500 complaints. The MPF Easy company has handled over 76% of these cases, approximately 8,800, with an average processing time of about 18 working days.

Table: Details of 11,500 Complaints about MPF Easy

Category	Number of Complaints Received
Employers	Plan Members
Registering for MPF Easy Platform	419	262
Registering for MPF Scheme	956	225
Making MPF Contributions	3,295	1,570
Transferring MPF Accrued Rights	139	407
Changing Account and User Information	282	192
Changing Investment Portfolios	N/A	149
Withdrawing MPF Accrued Rights	N/A	2,053
Offsetting Long-term Service Payments / Severance	387	285
Customer Service	350	370
Others	72	100
Total	5,900	5,613
11,513

Paul Chan Mo-po explained that during the initial phase of integrating certain MPF schemes into the platform, some employers and plan members encountered difficulties adapting to and using the platform. This included delays in marking contributions and identifying voluntary contributions, which led to some contributions not being displayed on the MPF Easy platform in a timely manner. He added that MPF Easy is providing one-on-one, hands-on support through outreach services. To date, over 16,000 outreach visits have been conducted to ensure employers understand how to operate the platform and make successful contributions.

He also mentioned that if plan members suffer direct financial losses due to errors by MPF Easy, such as delays in transferring MPF accrued rights, they can file a claim against MPF Easy. Generally, MPF Easy will deposit the difference in fund units into the affected plan member’s MPF account to restore the account to its pre-error state without loss. Plan members may also consider participating in the MPF Easy platform mediation pilot managed by the Financial Dispute Resolution Centre, which provides an independent, fair, and efficient channel to resolve monetary disputes with MPF Easy through mediation.

The MPF Authority announced on January 29, 2021, that it awarded a contract to PCCW Solutions for the design, construction, and operation of the MPF Easy eMPF platform. The contract includes a two-year implementation period and a seven-year operation/maintenance period, with an option to extend by one to three years.

Source: Government Press Release

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