Performance Pledge of the Consumer Council
Performance Pledge of the Macao Consumer Council
Service |
Target |
Enquiry |
Immediate response to general enquiry. |
Should the enquirer request any information to the enquiry, a response will be given within 5 working days. |
Complaint |
Initial follow-up, either by written notice to the party being complained against or refer 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. |
Consumers approaching the Council in person shall be assisted within 15 minutes. |
Complaints made via voice message on a working day will be replied on that instant day. |
Application for becoming an “Adherent” |
Upon receipt of the application form and other related information, approval status will be notified to the applying business within 20 workings days. |
Entitlement of the “Certified Shop” emblem |
Upon receipt of documents submitted by an “Adherent”, approval status will be known within 20 workings days. |
Consumer dispute arbitration service |
After a case submitted for arbitration has been accepted, the case may be scheduled for arbitration at the Macao Consumer Mediation and Arbitration Centre within 12 working days. |