Service Processing Time

Service Processing Time

The MPF information provided on this webpage is for reference only, which may be subject to adjustment or correction without notice. While we endeavor to ensure the accuracy and reliability of the information provided, but we and any member of the HSBC Group are not responsible for any loss or damage arising from any inaccuracy or reliance upon such information.

The processing time of MPF services provided under Hang Seng Mandatory Provident Fund – SuperTrust Plus (“Service Processing Time”) is to be achieved under normal circumstances only. It is subject to the receipt of valid forms/information/instructions and relevant payments (if any) by The Hongkong and Shanghai Banking Corporation Limited (the ‘administrator’) and/or HSBC Provident Fund Trustee (Hong Kong) Limited (the ‘trustee’). There may, however, be occasions when the Service Processing Time cannot be met due to circumstances that are unanticipated or beyond control.

Trustee			HSBC Provident Fund Trustee (Hong Kong) Limited
Administrator			The Hongkong and Shanghai Banking Corporation Limited
MPF Scheme			Hang Seng Mandatory Provident Fund - SuperTrust Plus
Enrolment
Regular Employee	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	designated HR software PDF fillable form on website
	Means of submitting application form by employer	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	designated HR software
	Required time to complete account setup (after the date of receipt of required documents)	Submitted by employer by website¹⁷	X
		Submitted by employer by paper form¹⁸	Within 5 working days
		Submitted by employer by others¹⁷	Within 1 working day via designated HR software
Casual Employee	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	designated HR software PDF fillable form on website
	Means of submitting application form by employer	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	designated HR software
	Required time to complete account setup (after the date of receipt of required documents)	Submitted by employer by website¹⁷	X
		Submitted by employer by paper form¹⁸	Within 5 working days
		Submitted by employer by others¹⁷	Within 1 working day via designated HR software
Self-Employed Person	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	X
	Means of submitting application form	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	X
	Required time to complete account setup (after the date of receipt of required documents)	By website¹⁷	X
		By paper form¹⁸	Within 5 working days
		By others¹⁷	X
Personal Account	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	Tablet via MPF Specialist in designated branches of Hang Seng Bank
	Means of submitting application form	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	Tablet via MPF Specialist in designated branches of Hang Seng Bank
	Required time to complete account setup (after the date of receipt of required documents)	By website¹⁷	X
		By paper form¹⁸	Within 5 working days
		By others¹⁷	Within 1 working day (Tablet via MPF Specialist in designated branches of Hang Seng Bank)
Tax Deductible Voluntary Contribution Account	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	Tablet via MPF Specialist in designated branches of Hang Seng Bank
	Means of submitting application form	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	Tablet via MPF Specialist in designated branches of Hang Seng Bank
	Required time to complete account setup (after the date of receipt of required documents)	By website¹⁷	X
		By paper form¹⁸	Within 5 working days
		By others¹⁷	Within 2 working days (Tablet via MPF Specialist in designated branches of Hang Seng Bank)
Flexi-Contribution Account	Provision of electronic application tools	Entry via website functions	X
	Provision of electronic application tools	Others	X
	Means of submitting application form	By website	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	X
	Required time to complete account setup (after the date of receipt of required documents)	By website¹⁷	X
		By paper form¹⁸	Within 5 working days
		By others¹⁷	X
Contribution Allocation
Mandatory Contributions and Voluntary Contributions	Provision of electronic contribution tools	Prescribed spreadsheet⁶	✓
		Entry via website functions	✓
		HR software	✓
	Means of contribution data submission	Submission via website functions	✓
		Data file sent via website	✓
		Data file sent via email	✓
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	X
	Contribution payment methods	By cheque	✓
		By e-cheque	✓
		By direct debit method (i.e. autopay)	✓
		By direct credit to trustee's bank account	✓
		Others	X
	Required time to complete (after the date of receipt of required documents)	Employer pays by direct debit method (i.e. autopay)⁷	Within 8 working days
		Employer pays by direct credit to trustee's bank account⁸	Within 6 working days
		Employer pays by cheque⁹	Within 7 working days
Tax Deductible Voluntary Contributions	Contribution amount limit	Maximum limit (HKD)	X
	Contribution amount limit	Minimum limit (HKD)	Monthly: HKD300 Annually: X Lump sum: HKD1,000
	Provision of electronic contribution tools	Entry via website functions	X
	Provision of electronic contribution tools	Others	X
	Means of contribution data submission	Submission via website functions	X
		By post / courier	✓
		By fax	X
		At trustee's designated locations	✓
		Others	X
	Contribution payment methods	By cheque	✓
		By e-cheque	✓
		By direct debit method (i.e. autopay)	✓
		By direct credit to trustee's bank account	X
		Others	X
	Required time to complete (after the date of receipt of required documents)	By direct debit method (i.e. autopay)¹⁹	Within 3 working days
		By direct credit to trustee's bank account¹⁹	X
		By cheque¹⁹	Within 4 working days
		Others¹⁹	X
Change of Investment Allocation
Change of investment allocation of existing account balance	Method of the Change	Rebalancing	✓
	Method of the Change	Fund switching	✓ (Through website and by mail only)
	Through website	Number of free changes (per calendar year / per scheme year)	Unlimited
		Cut-off time	4:00 p.m.
		Date of fund price for fund dealing¹	Date of receipt of the completed instruction
		Required time to complete (after the date of receipt of completed instruction)²	Within 2 working days
	Through Interactive Voice Response System (“IVRS”)	Number of free changes (per calendar year / per scheme year)	Unlimited
		Cut-off time	4:00 p.m.
		Date of fund price for fund dealing¹	Date of receipt of the completed instruction
		Required time to complete (after the date of receipt of completed instruction)²	Within 2 working days
	By post / courier	Number of free changes (per calendar year / per scheme year)	Unlimited
		Date of fund price for fund dealing¹	Within 5 working days after the date of receipt of the completed instruction
		Required time to complete (after the date of receipt of completed instruction)³	Within 5 working days
	By fax	Number of free changes (per calendar year / per scheme year)	X
		Cut-off time	X
		Date of fund price for fund dealing¹	X
		Required time to complete (after the date of receipt of completed instruction)²	X
	Confirmation statement for change of investment allocation		✓
Change of investment mandate of future contributions	Through website	Number of free changes (per calendar year / per scheme year)	Unlimited
			Unlimited
		Cut-off time	4:00 p.m.
		Required time to complete⁴	Within 1 working day after the date of receipt of the completed instruction
	Through IVRS	Number of free changes (per calendar year / per scheme year)	Unlimited
		Cut-off time	4:00 p.m.
		Required time to complete⁴	Within 1 working day after the date of receipt of the completed instruction
	By post /courier	Number of free changes (per calendar year / per scheme year)	Unlimited
	By post /courier	Required time to complete⁵	Within 5 working days after the date of receipt of the completed instruction
	By fax	Number of free changes (per calendar year / per scheme year)	X
		Cut-off time	X
		Required time to complete⁴	X
	Confirmation statement for change of investment mandate		✓
Transfer of MPF Benefits
Transfer of MPF Benefits	Employee Choice Arrangement	As a new trustee, the processing time for serving a copy of election form on the original trustee (after the date of receipt of completed instruction)¹⁰	Within 5 working days
		As an original trustee, the processing time for redeeming the fund units in member's account¹¹	Within 6 working days
		As an original trustee, the processing time for transferring MPF benefits out to new scheme after redemption of fund units¹²	Within 5 working days
		As a new trustee, the processing time for transferring MPF benefits in from original scheme¹³	Within 2 working days
	Transfer arrangement for self-employed person, personal account holder or employee ceasing employment	As a new trustee, the processing time for serving a copy of election form on the original trustee (after the date of receipt of completed instruction)¹⁰	Within 5 working days
		As an original trustee, the processing time for redeeming the fund units in member's account¹¹	Within 10 working days
		As an original trustee, the processing time for transferring MPF benefits out to new scheme after redemption of fund units¹²	Within 5 working days
		As a new trustee, the processing time for transferring MPF benefits in from original scheme¹³	Within 3 working days
	Transfer arrangement for tax deductible voluntary contribution account holder	As a new trustee, the processing time for serving a copy of election form on the original trustee (after the date of receipt of completed instruction)¹⁰	Within 5 working days
		As an original trustee, the processing time for redeeming the fund units in member's account¹¹	Within 10 working days
		As an original trustee, the processing time for transferring MPF benefits out to new scheme after redemption of fund units¹²	Within 5 working days
		As a new trustee, the processing time for transferring MPF benefits in from original scheme¹³	Within 3 working days
Withdrawal of MPF benefits
Withdrawal of MPF benefits	In a lump sum	The processing time for redeeming the fund units in member's account(after the date of receipt of completed instruction)¹⁴	Within 10 working days
	In a lump sum	The processing time for paying the accrued benefits out by trustee after redemption of fund units¹⁵	Within 5 working days
	By instalments (applicable to claims of benefits on the grounds of attaining the retirement age of 65 and early retirement only)	Number of free withdrawals by instalments offered (per account in a calendar year)	Unlimited
		Fees charged for exceeding the number of free withdrawals by instalments offered (per withdrawal)	X
		The processing time for redeeming the fund units in member's account (after the date of receipt of completed instruction)¹⁶	Within 10 working days
		The processing time for paying the accrued benefits out by trustee after redemption of fund units¹⁵	Within 5 working days

Date of fund price means the date on which the fund price is used for fund dealing after the trustee has received the instruction for rebalancing / fund switching. If the instruction is received by the trustee after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day.

From the day following the day of receipt of member's valid instruction (before the cut-off time on that day) by the trustee's administration centre to the working day on which the trustee has completed changing the investment allocation of the existing account balance and allocating the relevant fund units into member's account (exclusive of the day of receipt of the instruction by the trustee). However, the relevant information may not be updated simultaneously to the trustee’s website, mobile apps and IVRS. You may contact the trustee for details. If the instruction is received by the trustee after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day.

From the day following the day of receipt of member's duly completed form by the trustee's administration centre to the working day on which the trustee has completed changing the investment allocation of the existing account balance and allocating the relevant fund units into member's account (exclusive of the day of receipt of the form by the trustee). However, the relevant information may not be updated simultaneously to the trustee's website, mobile apps and IVRS. You may contact the trustee for details. If the form is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

From the day following the day of receipt of member's valid instruction (before the cut-off time on that day) by the trustee's administration centre to the working day on which the trustee has completed updating the investment allocation of future contributions(exclusive of the day of receipt of the instruction by the trustee). However, the relevant information may not be updated simultaneously to the trustee’s website, mobile apps and IVRS. You may contact the trustee for details. If the instruction is received by the trustee after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day.

From the day following the day of receipt of member's duly completed form by the trustee's administration centre to the working day on which the trustee has completed updating the investment allocation of future contributions (exclusive of the day of receipt of the form by the trustee). However, the relevant information may not be updated simultaneously to the trustee’s website, mobile apps and IVRS. You may contact the trustee for details. If the form is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

Prescribed spreadsheets are developed by trustees with automatic calculation of contribution functions for employers to prepare contribution data.

From the day following the day of receipt of employer's completed Remittance Statement by the trustee's administration centre to the working day on which the trustee has received the contributions from employer's designated bank account and then used the contributions to subscribe for units in the relevant constituent fund(s) (i.e. the date on which the fund price used for fund subscription is quoted) for the member (exclusive of the day of receipt of the Remittance Statement by the trustee). If the document is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

From the day following the day of receipt of employer's completed Remittance Statement and the contributions by the trustee's administration centre to the working day on which the trustee has used the contributions to subscribe for units in the relevant constituent fund(s) (i.e. the date on which the fund price used for fund subscription is quoted) for the member (exclusive of the day of receipt of the Remittance Statement and the contributions by the trustee). If the document is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

From the day following the day of receipt of employer's completed Remittance Statement and cheque by the trustee's administration centre to the working day on which the trustee has used the contributions to subscribe for units in the relevant constituent fund(s) (i.e. the date on which the fund price used for fund subscription is quoted) for the member (exclusive of the day of receipt of the Remittance Statement and cheque by the trustee). If the document is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

10.

From the day following the day of receipt of member's duly completed election form by the new trustee's administration centre to the working day on which the new trustee has served a copy of the election form on the original trustee (exclusive of the day of receipt of the form by the new trustee). If the form is submitted through other channels provided by the trustee(e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

11.

From the day following the day on which the original trustee receives a copy of the duly completed election form and all required supporting documents from the new trustee to the working day on which the original trustee has redeemed the fund units in the member's account (exclusive of the day of receipt of the copy of the form and the supporting documents by the original trustee).

12.

From the day following the day on which the original trustee has redeemed the fund units in the member's account to the working day on which the original trustee has transferred the accrued benefits out to the new trustee (exclusive of the day of redemption of fund units by the trustee).

13.

From the day following the day on which the new trustee receives the accrued benefits from the original trustee to the working day on which the new trustee has used the transferred-in benefits to subscribe for units in the relevant constituent fund(s) (i.e. the date on which the fund price used for fund subscription is quoted) for the member (exclusive of the day of receipt of the accrued benefits by the new trustee).

14.

From the day following the day of receipt of claimant's duly completed claim form and all required supporting documents by the trustee's administration centre to the working day on which the trustee has redeemed the fund units in the member's account (exclusive of the day of receipt of the form and the required supporting documents by the trustee). To facilitate members' comparison, the processing time provided in this field assumes that the claim for payment is made on the ground of attaining the retirement age of 65, early retirement, total incapacity, terminal illness, death, or small balance. The trustee may need more time to process claims under other circumstances. If the form is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

15.

From the day following the day on which the trustee has redeemed the fund units in the member's account to the working day on which the trustee has paid the accrued benefits to the claimant (exclusive of the day of redemption of fund units by the trustee).

16.

17.

From the day following the day of receipt of applicant's duly completed form and all required supporting documents (before the cut-off time on that day) through the designated means by the trustee's administration centre to the working day on which the trustee has completed the member's account setup (exclusive of the day of receipt of the applicant's duly completed form and the supporting documents by the trustee). However, the relevant information may not be updated simultaneously to the trustee's website, mobile apps and IVRS. You may contact the trustee for details. If the instruction is received by the trustee after the cut-off time on a working day or at any time on a non-working day, it will be deemed to have been received on the next working day.

18.

From the day following the day of receipt of applicant's duly completed form and all required supporting documents by the trustee's administration centre to the working day on which the trustee has completed the member's account setup (exclusive of the day of receipt of the applicant's duly completed form and the supporting documents by the trustee). However, the relevant information may not be updated simultaneously to the trustee's website, mobile apps and IVRS. You may contact the trustee for details. If the form is submitted through other channels provided by the trustee (e.g. bank branch), it may take extra time to pass the form to the administration centre of the trustee.

19.

From the day following the day of receipt of the member's tax deductible voluntary contributions through the designated payment channel by the trustee's administration centre to the working day on which the trustee has used the contributions to subscribe for units in the relevant constituent fund(s) (i.e. the date on which the fund price used for fund subscription is quoted) for the member (exclusive of the day of receipt of the member's contributions by the trustee).

HSBC Provident Fund Trustee (Hong Kong) Limited is the trustee of the Hang Seng Mandatory Provident Fund – SuperTrust Plus.
The Hongkong and Shanghai Banking Corporation Limited is the administrator of the Hang Seng Mandatory Provident Fund – SuperTrust Plus.

Last Modified Date: 1 July 2019

Contact Us
Hang Seng MPF Hotline	Make an e-Appointment
Existing MPF Customers	Make a reservation online and meet with our MPF Specialists at designated branches
- Employers: 2288 6822
- Members / Self-employed persons: 2213 2213
- HKSARG Employees: 2269 2269
Non-existing MPF Customers
- Enquiries / Apply for Hang Seng MPF: 2997 2838

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