Chen Haolian: 17 Mandatory Provident Fund plans have joined the FundEasy platform, accounting for approximately 43% of the total assets of the Mandatory Provident Fund.

On October 22, Hong Kong Acting Financial Secretary Chen Haolian replied to legislators' questions, stating that the MPF eChannel platform was launched in June last year. Since then, 10 trustees managing 17 trillion MPF plans have joined the platform, accounting for approximately 43% of the total MPF assets. The platform has been operating smoothly, processing over 1.6 million transactions, including contributions and withdrawals, by the end of September this year. Chen Haolian stated that from June last year to the end of September this year, the platform received approximately 2,400 complaints. More than 90% of these cases were replied to within the promised timeframe, with a general processing time of 10 to 12 working days. The remaining cases that could not be resolved within 12 working days were mainly due to their complexity, such as involving administrative instructions given by complainants before joining the platform. The Hong Kong government has requested the Hong Kong Monetary Authority and the MPF eChannel company to closely monitor the service level of the service providers in handling complaints to ensure all complaints are dealt with appropriately. In terms of manpower, the service providers have increased their staff dedicated to handling MPF eChannel queries and complaints by over 60% in the past three months, from around 500 employees at the end of June to over 800 employees by the end of September. They plan to further increase manpower to over 1,100 employees by the end of this year to enhance user experience and prepare for the addition of larger trustees to the MPF eChannel platform. In addition, the Hong Kong Monetary Authority and the MPF eChannel company have urged the service providers to continuously optimize the complaint handling mechanism. Measures already implemented include assigning customer service staff to follow up on cases, maintaining close contact with complainants, optimizing the system interfaces used by frontline staff, and providing appropriate training to staff to speed up the handling of complaints. The Hong Kong government, the Hong Kong Monetary Authority, and the MPF eChannel company will continue to closely monitor the complaint handling mechanism of the MPF eChannel platform to provide better customer service for employers and plan members.