Implementing body: Consumer Council[CC] – Consumer Arbitration Centre

Address: Rua Inácio Baptista, no. 6- 6A, Edifício Seaview Garden, R/C Macau

Telephone: 8988 9315

Fax: 2830 7816

Email: info@consumer.gov.mo

Website: http://www.consumer.gov.mo/

Office hours:  Monday to Thursday - 9AM to 1PM, 2.30PM to 5.45PM

                        Friday – 9AM to 1PM, 2.30PM to 5.30PM

Ways and channels

In person :

Main Office - Rua Inácio Baptista, Nº 6-6A R/C, Macao
Northern District Branch - Rua Nova da Areia Preta, Nº52, Macau

By mail: Consumer Council, Rua Inácio Baptista, Nº 6 R/C, Macao

By phone: 8988 9315

By fax: 28307816

Via email: info@consumer.gov.mo

Via Internet: http://www.consumer.gov.mo

Remark:

Information required:

l   Personal information: The complainant’s name according to his/her ID card, contact telephone number and address, etc.;

l   Information about the party against whom the complaint is being made: Name, address, telephone, etc.;

l   Details: Specifics on how the incident happened, particularly the date, time, place, reason, and course of events.

l   Evidence: Anything related to the case, including receipt(s), invoice(s), photographic evidence, the article, and other proof of information, etc..

l   Requirement(s) for processing a complaint: If a specific request is raised, relevant documents and information in support of the claim shall be provided by the complainant.

Remark:

l   All information provided by the complainant shall be true and completely factual, and, if this requirement is not met then the complainant shall bear all liabilities and consequences arising from offering any inaccurate or incorrect information.

l   According to the laws and regulations of Macao, and with reference to the ‘Law of the People's Republic of China on Protection of Consumer Rights and Interests’ and ‘Regulation for Accepting Consumers’ Complaints for China Consumers’ Association’, the following complaints shall be dealt with at the Consumer Council’s absolute discretion:

n   A complaint in the absence of any receipt or invoice.

n   A complaint which lacks of clear information about the party’s identity against whom the complaint is being lodged.

n   Any consumer activity under direct supervision of other Macao SAR Government Departments

n   A complaint which involves Consumption Policy (N. B. The Consumption Policy defines consumption of various goods and services, and defines whether the consumption is for private or business use. As the Council deals with consumer disputes in respect of supply of goods and services for private use by a person individually and collectively, it therefore deals with the complaints that fall within the scope of work of the Council, which are defined by the Policy). 

Complaints that the Consumer Council does not handle

l   Dispute arises from consumers’ personal deals;

l   The commodity being beyond prescribed warranty or maintenance period;

l   Damage or physical harm resulting from inappropriate use, storage, modification, alteration and/or from failing to follow operating instructions;

l   Complaints which have been mediated and implemented by both disputing parties, and no new circumstances and reasons have been raised;

l   Charges that are levied by Government public administrative departments;

l   Complaints which do not fall within the scope and authority of the Consumer Council;

l   Business-to-business disputes regarding purchase or promotional campaigns. 

How the Consumer Council handles complaints

l   The Consumer Council assists consumers to solve their issues through the following means:

l   Negotiating with traders for reconciliation;

l   Seeking assistance from related organization for mediation;

l   Referral to concerned administrative sector(s) for follow-up;

l   Filing for arbitration in the Consumer Arbitration Centre under the arbitration protocol.

Time

Consumer enquiry service

- General enquiry : immediate response;

- Enquiry with requested information : within 5 working days.

Consumer complaint service

- Case file will be opened on the same day of receiving the complaint;

- Consumers approaching the Council in person should be served within 15 minutes;

- Consumers leaving voicemail during office hours will be responded within the same day;

- Initial follow-up: either by written notice to the party being complained against or transfer to the relevant department, will be carried out within 3 working days, on condition that sufficient information is provided by the complainant.

- Upon receipt of the response from the party against whom the complaint is made, such response will be conveyed to the complainant by the Council within 3 working days.

Remark:

For better and prompt reply, the complainant shall endeavour to provide the reference number of his/her case and/or the identity of the officer in charge of handling the case.