Frequently Asked Questions about Electronic Submission System - Creditor Portal

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Part A - General

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1. Q: What is Electronic Submission System (“ESS”)?
A:ESS is an information system developed and operated by the Official Receiver’s Office (“ORO”) to receive submissions of documents in electronic form from stakeholders including bankrupts, private insolvency practitioners (“PIPs”) and creditors.
2. Q: For whom is the Creditor Portal?
A:The Creditor Portal is a gateway for registered institutional creditors to submit Proof of Debt forms (“POD”) together with supporting documents in bankruptcy and compulsory winding-up cases electronically where the Official Receiver acts as the trustee or liquidator. It also serves as a communication platform between the creditors and the ORO.
3. Q: Who is eligible to register an account for the Creditor Portal with ORO?
A:Any organization that regularly lodges Proof of Debt forms with the Official Receiver is eligible to register an Organization Account for the portal (for more details, please refer to Part B).
4. Q: What are the key features of the Creditor Portal?
A:The Creditor Portal is specifically designed for institutional creditors to provide them with a simple, direct and effective means for filing Proof of Debt forms as mentioned above. It is particularly suitable for institutions who are regular creditors in insolvency cases. The portal provides the following key features:
  1. Account registration is required;
  2. Supports batch submission of multiple PODs and online tracking of PODs submitted via ESS;
  3. Provides 2-tier approval system, namely Preparer-Checker for better control;
  4. Direct communication through the Creditor Portal; and
  5. Support digital signature and additional payment means via a Prepaid Account (for more details, please refer to Part E).
5. Q: If our organization is a registered user, can we still submit documents by traditional means?
A:Yes. ESS only provides an alternative means for creditors to submit documents readily to ORO and will not replace the traditional means of submission. However, creditors are encouraged to use ESS as far as possible as it is a more convenient, efficient, free and green means for submission of documents to ORO.
6. Q: Can I continue to submit the Proof of Debt in hard copy form?
A:Yes. The ESS only provides an alternative means for submitting documents. However, you are encouraged to use the ESS as it is a more convenient, efficient, and environmentally sustainable process.
7. Q: Can I view information on submissions made before our organization registered for the ESS?
A:No. Only the submissions made via ESS would be kept in ESS.

Part B - Application for an Organization Account

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8. Q: Is there a fee for registering an Organization Account?
A:No. The registration is free of charge.
9. Q: How do we apply for an Organization Account?
A:An eligible applicant is required to complete the specified application form (as set out in Annex A to the Guideline for User Registration of Creditor Portal of Electronic Submission System) for registering a Preparer Account or Checker account with administrator role under the organization on the ESS (“the First Administrator”). The completed application form signed by the authorized signatory of the applicant, and affixed with official stamp (if any) of the applicant, should be submitted to the ORO through the following means:
(a) by email (Email address: oroadmin@oro.gov.hk); or
(b) by post [Address: 10/F, High Block, Queensway Government Offices, 66 Queensway, Hong Kong].
10. Q: How long does the application process take?
A:Upon receiving a duly completed application form with all the required documents, the ORO usually takes at least five working days to complete the vetting process.
11. Q: How will we know if our application is successful?
A:Once approved, the nominated first Administrator will receive an email with an assigned login name and an account activation link to set their password.

Part C – Account Types and Administration

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12. Q: What types of accounts are available for an Organization Account and their respective responsibility?
A:There are two types of user accounts:
  1. Preparer Account: Responsible for preparing information and documents for the organization.
  2. Checker Account: Responsible for reviewing the work done by a Preparer, digitally signing documents, and making payments.
13. Q: Who is responsible for administering the accounts under an Organization Account?
A:An organization must designate at least one user with an Administrator role. Administrators can create, manage, or deactivate other Checker and Preparer accounts within their organization.
14. Q: How to create Checker Accounts and Preparer Accounts for my organization?
A:Upon approval of the application by the ORO, the First Administrator will be able to create Checker Accounts and Preparer Accounts within the ESS for your organization.
15. Q: How many Checker Accounts can I create?
A:The ORO allows, as a default, a maximum of ten (10) Checker Accounts per organization. If an organization requires to create more Checker Accounts due to operational needs, ORO’s approval for additional Checker Accounts with justifications should be sought by the organization.
16. Q: How many Preparer Accounts can I create?
A:The ORO allows, as a default, a maximum of twenty (20) Checker Accounts per organization. If an organization requires to create more Preparer Accounts due to operational needs, ORO’s approval for additional Preparer Accounts with justifications should be sought by the organization.

Part D – Account Administration and Password Security

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17. Q: Can I change my account password?
A:Yes. All individual accounts in the Creditor Portal of the ESS can change their own passwords in accordance with the prescribed password policy using “Forgot Password” function in login page and follow the steps as indicated to reset the password.
18. Q: What can I do if I forgot my password?
A:All individual account users can click “Forgot password” in login page and follow the steps as indicated to reset the password.
19. Q: What happens if an account remains inactive for a long period?
A:A Checker or Preparer Account will be automatically suspended if it is inactive for more than 180 calendar days. An Administrator can reactivate a suspended account.
20. Q: How can I terminate my Organization Account?
A:Your organization should notify the ORO of the reasons in writing with supporting documents. Such notification should be sent to oroadmin@oro.gov.hk.

Part E – Digital Signatures

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21. Q: What types of digital certificates are acceptable in the Creditor Portal?
A:The Creditor Portal supports iAM Smart+ for individuals to digitally sign a proof of debt readily and free of charge on PCs [Note: Though iAM Smart version provides functions such as login, authentication, form-filling and personalized notifications, it does not have a digital signature feature].
  1. The portal also generally supports the main recognised digital certificates subscribed by individuals and entities on PCs operated on Microsoft Windows as follows:Hongkong Post e-Cert (Personal)
  2. Hongkong Post e-Cert (Organisational)
  3. Digi-Sign Personal ID-Cert Class 1, Class 8
  4. Digi-Sign Personal (Remote) ID-Cert Class 12
  5. Digi-Sign Organizational ID-Cert Class 2, Class 5 and Class 9
  6. Digi-Sign Organizational (Remote) ID-Cert Class 15
22. Q: What kind of device does the Creditor Portal support?
A:The Creditor Portal is currently designed to support only web browsers on computers but not on mobile devices (for more details, please refer to Part G).

Part F – Payment

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23. Q: What are the fees for submitting a Proof of Debt?
A:A prescribed fee of HK$35 must be paid upon filing of a proof of debt, otherwise the proof of debt will not be accepted. The said prescribed fee is however not payable for proof of debt not exceeding HK$250 or for employees’ claim for wages or salary.
24. Q: What payment methods are available for paying the POD filing fee in the Creditor Portal of the ESS?
A:You may choose one of the following payment methods:
  1. Prepaid Account (if one is created)
  2. Faster Payment System (FPS)
  3. JCB / Mastercard / VISA
  4. UnionPay
  5. PPS
25. Q: How can I top up my Prepaid Account?
A:A request to top up the Prepaid Account can be made by a user through the ESS. A Checker Account user can then approve the request and make payment by one of the following payment methods:
  1. Faster Payment System (FPS)
  2. JCB / Mastercard / VISA
  3. UnionPay
  4. PPS
  5. Cheque
  6. Pay-in-person at the ORO Counter (Cash, Octopus, FPS)

Part G – System Requirements

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26. Q: What are the system requirements for using the Creditor Portal?
A:A prescribed fee of HK$35 must be paid upon filing of a proof of debt, otherwise the proof of debt will not be accepted. The said prescribed fee is however not payable for proof of debt not exceeding HK$250 or for employees’ claim for wages or salary.

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Storage: 10GB free storage

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HTML version: HTML5
Encryption: TLS 1.2
JavaScript: Enabled
Cookies: Enabled
Chinese Character Support: Hong Kong Supplementary Character Set (HKSCS-2016)

Part H – Help and Support

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27. Q: What are the service hours of the Creditor Portal?
A:The Creditor Portal of the ESS operates 24 hours daily and 7 days a week all year round, except for scheduled maintenance and unexpected downtime and/or otherwise announced.
28. Q: Where can I find assistance while using the Creditor Portal?
A:You may obtain assistance through any of the following means:
  1. Visit the ORO website https://www.oro.gov.hk/pdf/eng/electronic_submission_system/creditor/guidelines.pdf for access to the “Guideline for User Registration of the Electronic Submission System” and the ESS user manual.
  2. Send an enquiry to us by email at oroadmin@oro.gov.hk.
  3. Call the general hotline: 2867 2448.