With all Mandatory Provident Fund (MPF) schemes successfully joined to the platform by the end of April this year, the eMPF Platform has officially entered its full operational phase. Since its launch, the platform has faced a steady stream of complaints, including registration failures, incorrect or missing contribution records, difficulties in updating personal data, an unfriendly user interface, and the inability to make voluntary contributions. As the system goes live, have the solutions for these issues also been fully “onboarded”? Here are the latest official updates:
🔖 Drop in Complaint Numbers
As of the end of February this year, authorities reported that the platform received approximately 11,513 complaints. Following the smooth integration of major trustees, the volume of complaints has slowed down for two consecutive months. Over 76% of cases (about 8,800) have been processed, with an average handling time of 18 working days.
🔖 Manpower and Technology Upgrades
The total project team has significantly expanded to approximately 4,200 members. Among them, 1,300 staff are now dedicated to handling inquiries and complaints—a more than five-fold increase compared to last year. The platform has also introduced AI to optimize data searches and implemented a “dedicated personnel” mechanism for case follow-ups.
🔖 Special Arrangements for Service Centres (May 9 – July 31)
To cope with service demand, the three major service centres will extend Saturday hours and add Sunday sessions from mid-May to the end of July:
Period: May 9, 2026, to July 31, 2026
📅 Mon – Sat: 9:00 AM – 6:00 PM
📅 Sun: 9:00 AM – 1:00 PM (Closed on Public Holidays)
⚠️ Note: During the contribution peaks (June 3–10 and July 3–10), all walk-in quotas will be reserved exclusively for employers.
🔖 On-site “Hand-holding” Support for Employers
One-on-one, on-site support is available through outreach services. Employers can book an appointment via the following link: empf.org.hk
🔖 Compensation and Mediation for Errors
If a member suffers direct financial loss (e.g., delayed transfer of accrued benefits) due to an eMPF error, they may file a claim for compensation. The compensation mechanism remains consistent with the practice prior to the platform’s launch. Members may also consider the “eMPF Platform Mediation Pilot Scheme” (https://www.empf.org.hk/page/mediation-scheme), which is set to end on June 24, 2026.
While the “Full Migration” has successfully lowered administrative fees from an average of 0.58% to 0.29%—with eMPF projecting a further drop to 0.20%–0.25% in the future—it is regrettable that the platform has not disclosed the specific progress for each category of complaint. As an affected member or employer, are you satisfied with the current arrangements and improvement progress?
Reference:
The Government of the HKSAR, Press Releases https://www.info.gov.hk/gia/general/202603/25/P2026032400520.htm
eMPF (Service Centres Opening Hours) https://www.empf.org.hk/contactUs/?language_id=5377681
eMPF (Press Releases) https://www.mpfa.org.hk/info-centre/press-releases/20260503
隨著所有強積金（MPF）計劃於今年 4 月底完成「上台」，積金易（eMPF）平台正式進入全面運作階段。針對平台自推出以來持續收到大量投訴，包括無法註冊、供款紀錄出錯或遺失、難以更改或更新資料、系統操作介面不友善、未能透過平台作自願性供款等問題，其解決方案又是否全面「上台」？最新官方消息如下：
🔖投訴數字已有回落
截至今年 2 月底，有關方面指平台共接獲約 11,513 宗投訴。隨著大型受託人順利對接，投訴量已連續兩個月放緩，目前已處理超過 76% 個案（約 8,800 宗），平均處理時間為 18 個工作天。
🔖 人手與技術升級
項目團隊總人數已大幅增加至約 4,200 人，其中專責處理查詢及投訴的員工達 1,300 人（較去年增加超過 5 倍）。平台亦引入人工智能優化資料搜尋，並實施「專人專責」機制跟進個案。
🔖服務中心特別安排（5/9 – 7/31）
為了應付服務需求，三大服務中心將於 5 月中至7月尾延長周六服務並增設周日時段：2026年5月9日至7月31日期間
📅星期一至六：上午9時至下午6時
📅星期日：上午9時至下午1時 (公衆假期休息)
⚠️6月3日至10日 及 7月3日至10日的供款高峰期間，未經預約的現場服務名額將全數預留給僱主。
🔖僱主實地「手把手」支援
會透過外展服務提供一對一、手把手實地支援，僱主可透過以下連結預約外展服務。https://portal.empf.org.hk/enquiry/entrance/out?lang=zh&_gl=1*1w2o67f*_gcl_au*NDA5ODA5NzQyLjE3Nzc4NzA5NzE.
🔖失誤賠償與調解機制
如有成員因積金易的失誤而招致直接經濟損失（如延遲轉移權益），可向積金易公司提出索償。賠償機制與積金易平台推出前的一貫做法無異。亦可考慮參與積金易平台調解先導計劃https://www.empf.org.hk/page/mediation-scheme ，計劃將於2026年6月24日結束。 雖然 “完成上台” 令行政費由過往平均0.58%下調至0.29%，積金易相信未來收費可以再下降至0.20%至0.25%，但遺憾積金易未就每一投訴項目公開處理進度，作為受影響的成員或僱主，您對上述的配套與改善進度感到滿意嗎？
參考資料:
香港特區政府新聞公報 https://www.info.gov.hk/gia/general/202603/25/P2026032400520.htm
積金易 (服務中心開放時間) https://www.empf.org.hk/contactUs/?language_id=5377681
積金易 (新聞稿) https://www.mpfa.org.hk/info-centre/press-releases/20260503