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Mediation and arbitration of consumer dispute | ||
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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
Complainant (consumer) or the party being
complained against (trader) whose consumer
dispute occurring in the territory of Macao, and
in which the claims involved do not exceed
MOP50,000 (patacas).
Remark:
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The following conditions must be fulfilled before
any case is accepted by Consumer Arbitration
Centre:
1.
the case is considered as a consumer dispute;
2.
the involved dispute occurs in the
3.
the involved claims do not exceed MOP50,000
(patacas)
4.
the consent of both parties to submit the dispute
to the Arbitration Centre for jurisdiction has
been reached;
5.
the dispute does not involve any inalienable
rights;
6.
the dispute does not relate to (i) services
rendered by liberal professionals; and (ii)
physical harm and mental suffering or death
arising from civil or criminal liabilities
collectively
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If the party being complained against is an
‘Adherent’ or ‘Certified Shop’ of the
Arbitration Centre, the submission of the
dispute to the Arbitration Centre for
jurisdiction can then be processed if agreed by
the complainant (consumer).
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If the party being complained against is not an
adherent of the Arbitration Centre but prefers
to solve the dispute through the Arbitration
Mechanism, the trader may temporarily join the
Mechanism and start the procedures for mediation
and arbitration.
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Any traders applying to become temporary adherents
shall complete the ‘Declaration for temporary
‘Adherent’ Membership’ (available at Consumer
Arbitration Centre), and submit relevant
information of business registration (e.g. copy
of business registration certificate, copy of
Business Tax M/1 form ‘Declaration of
opening/alteration’ or Business Tax M/8 form
‘Tax demand note’, ID copy of business owner or
its legal representative, etc.)
Application procedures and
required documents
Both parties must be present at
the Consumer Arbitration Centre and produce:
1. ID card;
2. Receipt(s) and
invoice(s) and other relevant documents.
Remark:
l
If a consumer has suffered a loss due to the defective goods he bought, or
is not satisfied with the service rendered to
him/her, he/she may go to the Consumer
Arbitration Centre for help.
l
If traders are mindful of the goodwill of their businesses, and wish to
resolve any dispute that may arise between them
and the consumers, they may also approach the
Consumer Arbitration Centre to obtain all the
needed information.
Fees: free of charge
(Time) Consumer dispute arbitration service : Any case applied will be scheduled for
arbitration within 14 working days from the date
of filing.
Remark:
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If the parties involved are present at the end of the
hearing, they shall be notified of the decision
there and then by means of an arbitration record
and a copy of the judgment or a legible copy of
the same. If they are absent, they shall be
notified of the decision within 5 days by means
of registered post with an acknowledgement of
receipt for both parties to sign, and an
acknowledgement of delivery and signed receipt
returned to the Consumer Council.
l
The arbitration judgment has the same legal status,
weight and effects as a judicial court order. |
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