Service Pledge at a Glance

Trustee Principal Trust Company (Asia) Limited Principal Trust Company (Asia) Limited Principal Trust Company (Asia) Limited
MPF Scheme Principal MPF - Simple Plan Principal MPF - Smart Plan Principal MPF Scheme Series 800
Fund Choices      
Types and Number of constituent funds Equity Fund 3 5 6
Mixed Assets Fund 5 5 6
Bond Fund 1 2 3
Guaranteed Fund 0 1 2
Money Market Fund - MPF Conservative Fund 1 1 1
Money Market Fund - Other than MPF Conservative Fund 0 1 1
Total number of funds 10 15 19
Enrolment      
Regular Employee Provision of electronic application tools Entry via website functions × × ×
Others × × ×
Means of submitting application form by employer By website × × ×
By post / courier
By fax
At trustee's designated locations
Others By email By email By email
Required time to complete account setup (after the date of receipt of required documents) Submitted by employer by website 17 × × ×
Submitted by employer by paper form18 Within 5 working days Within 5 working days Within 5 working days
Submitted by employer by others17 Within 5 working days (By email) Within 5 working days (By email) Within 5 working days (By email)
Self-Employed Person Provision of electronic application tools Entry via website functions × × ×
Others × × ×
Means of submitting application form By website × × ×
By post / courier
By fax × × ×
At trustee's designated locations
Others Through intermediary Through intermediary Through intermediary
Required time to complete account setup (after the date of receipt of required documents) By website17 × × ×
By paper form18 Within 6 working days Within 6 working days Within 8 working days
By others17 Within 6 working days (Through intermediary) Within 6 working days (Through intermediary) Within 8 working days (Through intermediary)
Personal Account Provision of electronic application tools Entry via website functions × × ×
Others × × ×
Means of submitting application form By website × × ×
By post / courier
By fax × × ×
At trustee's designated locations
Others Through intermediary Through intermediary Through intermediary
Required time to complete account setup (after the date of receipt of required documents) By website17 × × ×
By paper form18 Within 6 working days Within 6 working days Within 8 working days
By others17 Within 6 working days (Through intermediary) Within 6 working days (Through intermediary) Within 8 working days (Through intermediary)
Tax Deductible Voluntary Contribution Account Provision of electronic application tools Entry via website functions × × ×
Others × × ×
Means of submitting application form By website × × ×
By post / courier × ×
By fax × × ×
At trustee's designated locations × ×
Others × × Through intermediary
Required time to complete account setup (after the date of receipt of required documents) By website17 × × ×
By paper form18 × × Within 7 working days
By others17 × × Within 7 working days (Through intermediary)
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
At trustee's designated locations
Others × × ×
Contribution payment methods By cheque
By e-cheque × × ×
By direct debit method (i.e. autopay)
By direct credit to trustee's bank account
Others × × ×
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 Within 8 working days Within 12 working days
Employer pays by direct credit to trustee's bank account8 Within 4 working days Within 4 working days Within 4 working days
Employer pays by cheque9 Within 4 working days Within 4 working days Within 5 working days
Tax Deductible Voluntary Contributions Contribution amount limit Maximum limit (HK$) × × ×
Minimum limit (HK$) × × Monthly regular: HK$300
Ad hoc: HK$3,000
Provision of electronic contribution tools Entry via website functions × × ×
Others × × ×
Means of contribution data submission Submission via website functions × × ×
By post / courier × ×
By fax × ×
At trustee's designated locations × ×
Others × × By email
Contribution payment methods By cheque × ×
By e-cheque × × ×
By direct debit method (i.e. autopay) × ×
By direct credit to trustee's bank account × × ×
Others × × ×
Required time to complete (after the date of receipt of required documents) By direct debit method (i.e. autopay)19 × × Within 6 working days
By direct credit to trustee's bank account 19 × × ×
By cheque19 × × Within 5 working days
Others19 × × ×
Change of Investment Allocation      
Change of Investment Allocation of Existing Account Balance Method of the Change Rebalancing × × ×
Fund switching
Through website Number of free changes (per calendar year / per scheme year) Unlimited Unlimited Unlimited
Cut-off time 4:00 p.m. 4:00 p.m. 4:00 p.m.
Date of fund price for fund dealing 1 Date of receipt of the completed instruction Date of receipt of the completed instruction Date of receipt of the completed instruction
Required time to complete (after the date of receipt of completed instruction)2 Within 1 working days Within 1 working days Within 1 working day
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 1 working day
By post / courier Number of free changes (per calendar year / per scheme year) Unlimited Unlimited Unlimited
Date of fund price for fund dealing 1 Date of receipt of the completed instruction Date of receipt of the completed instruction Within 2 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 1 working day Within 1 working day Within 2 working days
By fax Number of free changes (per calendar year / per scheme year) Unlimited Unlimited Unlimited
Cut-off time 4:00 p.m. 4:00 p.m. 4:00 p.m.
Date of fund price for fund dealing1 Date of receipt of the completed instruction Date of receipt of the completed instruction Within 2 working days after the date of receipt of the completed instruction
Required time to complete (after the date of receipt of completed instruction)2 Within 1 working day Within 1 working day Within 2 working days
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 Unlimited
Cut-off time 4:00 p.m. 4:00 p.m. 4:00 p.m.
Required time to complete4 Date of receipt of the completed instruction Date of receipt of the completed instruction 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 × × Date of receipt of the completed instruction
By post /courier Number of free changes (per calendar year / per scheme year) Unlimited Unlimited Unlimited
Required time to complete5 Within 1 working day after the date of receipt of the completed instruction Within 1 working day after the date of receipt of the completed instruction Within 2 working days after the date of receipt of the completed instruction
By fax Number of free changes (per calendar year / per scheme year) Unlimited Unlimited Unlimited
Cut-off time 4:00 p.m. 4:00 p.m. 4:00 p.m.
Required time to complete4 Within 1 working day after the date of receipt of the completed instruction Within 1 working day after the date of receipt of the completed instruction Within 2 working days after the date of receipt of the completed instruction
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 3 working days Within 3 working days Within 4 working days
As an original trustee, the processing time for redeeming the fund units in member's account11 Within 6 working days Within 6 working days Within 6 working days
As an original trustee, the processing time for transferring MPF benefits out to new scheme after redemption of fund units 12 Within 4 working days Within 4 working days Within 4 working days
As a new trustee, the processing time for transferring MPF benefits in from original scheme13 Within 2 working days Within 2 working days 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 3 working days Within 3 working days Within 4 working days
As an original trustee, the processing time for redeeming the fund units in member's account11 Within 6 working days Within 6 working days Within 6 working days
As an original trustee, the processing time for transferring MPF benefits out to new scheme after redemption of fund units 12 Within 4 working days Within 4 working days Within 4 working days
As a new trustee, the processing time for transferring MPF benefits in from original scheme13 Within 2 working days Within 2 working days Within 2 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 4 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 units 12 × × Within 4 working days
As a new trustee, the processing time for transferring MPF benefits in from original scheme13 × × Within 2 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 7 working days Within 7 working days Within 7 working days
The processing time for paying the accrued benefits out by trustee after redemption of fund units15 Within 5 working days Within 5 working days 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 Unlimited Unlimited
Fees charged for exceeding the number of free withdrawals by instalments offered (per withdrawal) × × ×
The processing time for redeeming the fund units in member's account (after the date of receipt of completed instruction)16 Within 7 working days Within 7 working days Within 7 working days
The processing time for paying the accrued benefits out by trustee after redemption of fund units15 Within 5 working days Within 5 working days Within 5 working days
Customer Services      
Member Benefit Statement Distribution method By mail / through website By mail / through website By mail / through website
Number of free statement (per calendar year / per scheme year) Mail : Once Mail : Once Mail : Once
Website : Once Website : Once Website : Once
Tax Deductible Voluntary Contributions Summary (applicable to tax deductible voluntary contributions account holder only) Distribution method × × By mail / through website
Fund Fact Sheet Distribution method By mail / through website By mail / through website By mail / through website
Number of free edition (per calendar year / per scheme year) Mail : Once Mail : Once Mail : Once
Other distribution methods : 4 times Other distribution methods : 4 times Other distribution methods : 4 times
Enquiry / Contact Customer service centre Business address 30/F, Millennium City 6, 392 Kwun Tong Road, Kwun Tong, Kowloon
Business hours 9 a.m. - 6 p.m. Mon to Fri (except public holiday)
Hotline Member hotline phone number 2802-2812 /  2885-8011 2802-2812 /  2885-8011 2827-1233
Employer hotline phone number 2519-1188 2519-1188 2251-9322
Service hours

9 a.m. - 7 p.m. Mon to Fri and

9 a.m. - 1 p.m. Sat (except public holiday)

With voice mail service
Service pledge to reply voice mail messages Reply within 24 hours (except non-working day)
IVRS Phone number 2802-2812 2802-2812 2827-1233
Service hours 24 hours 24 hours 24 hours
Fax number 2827-1707 2827-1707 2827-1707
Website http://www.principal.com.hk
Other channels Email
Services Available on Website Member account balance enquiry By fund
By source of contribution type
Member current investment mandate enquiry
Member account gain / loss enquiry
Member contribution history enquiry and periods available Latest 36 months contribution records Latest 36 months contribution records Latest 3 years contribution records
Change of member personal data
Change of employer particulars × × ×
Member e-statement Member benefit statement
Fund switching confirmation statement
Confirmation statement for change of investment mandate
Transfer-out statement × × ×
Transfer-in confirmation
Tax Deductible Voluntary Contributions Summary (applicable to tax deductible voluntary contribution account holder only) × ×
Others × × ×
Fund price history enquiry and periods available Since the launch date of the fund Since the launch date of the fund Since the launch date of the fund
Fund performance

MPF Scheme Brochure available for download

MPF forms available for download
Contribution calculator × × ×
Severance Payment / Long Service Payment Calculator × × ×
Services Available on IVRS Member account balance enquiry By fund
By source of contribution type
Member current investment mandate enquiry × ×
Member account gain / loss enquiry × ×
Member contribution history enquiry and periods available Latest contribution Latest contribution Since the effective date of the scheme
Obtain MPF member statements × ×
Fund price history enquiry and periods available Latest fund price Latest fund price Latest fund price
Obtain MPF Scheme Brochure × × ×
Obtain MPF forms
Access to Customer Service Representative during the service hours of the Hotline
Other Services Regular seminar to employer / member
Regular newsletter
E-alert service Through email
Through SMS
Apps Member account balance enquiry × ×
Member contribution history enquiry × × ×
Fund price history enquiry × ×
Member change of investment allocation of existing account balance / change of investment mandate of future contributions × ×
Member e-statement × × ×
Tax Deductible Voluntary Contributions × ×
Special Voluntary Contributions
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. Prescribed spreadsheets are developed by trustees with automatic calculation of contribution functions for employers to prepare contribution data.
  7. 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.
  8. 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.
  9. 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. 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), unless otherwise agreed between the trustee and the claimant. 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.
  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).
 
Service Pledge Principal-ORSO
Registration Service Targeted Completion Time
Scheme setup and dispatch
*Notice of Acceptance
(*for MPF scheme only)
5 days
Member enrollment and dispatch
Membership Certificate
6 days
After-Sale Service Targeted Completion Time
Contribution allocation (subject to cheque clearance) 4 days
Request for fund transfer of accrued benefits to the Trustee of original scheme 7 days
Change of employer or employee particulars 7 days
Change of employer or employee particulars 5 days
Fund switching N/A
Change of investment mandate 5 days
Reprint statements 5 days
Change of member salary 5 days
Counter / Hotline Service Targeted Completion Time
Telephone enquiries Within 5 rings to attend
Voice message Within 2 hours to reply
Walk-in enquiries Within 3 minutes to attend

Remarks: Processing time in terms of business day other than Saturday and upon receipt of completed information.

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