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.