Mediation Service Overview

1. The Consumer Mediation and Arbitration Centre (hereafter referred to as the Centre) provides mediation service that aims to solve consumer disputes occurring in the territory of Macao SAR.
2. If a consumer has suffered a loss due to the defective goods he/she bought or the service rendered to him/her, and if traders are mindful of the goodwill of their businesses, and wish to resolve any dispute that may arise between them and consumers, both parties may approach the Consumer Mediation and Arbitration Centre for assistance and solve consumer disputes by means of mediation or arbitration.

Service target and eligibility

Service target

The parties of a consumer dispute that occurs in the territory of Macao SAR.

Eligibility:

The following conditions must be fulfilled before any case is accepted by the Consumer Mediation and Arbitration Centre for mediation:

1. The case is considered a consumer dispute;
2. The involved dispute occurs in the territory of Macao SAR;
3. The written consent of both parties (consumer and business) to submit the dispute to the Centre for mediation has been reached;
4. The dispute does not relate to any non-disposable rights;
5. The dispute does not represent any signs of a criminal offence;

*Both parties negotiate to solve the dispute by means of either mediation or arbitration, or by means of both mediation and arbitration.

Service results

The mediation agreement signed by both parties is legally effective.

Arbitration Service Overview

1. The Consumer Mediation and Arbitration Centre (hereafter referred to as the Centre) provides arbitration service that aims to solve consumer disputes occurring in the territory of Macao SAR.
2. If a consumer has suffered a loss due to the defective goods he/she bought or the service rendered to him/her, and if traders are mindful of the goodwill of their businesses, and wish to resolve any dispute that may arise between them and consumers, both parties may approach the Consumer Mediation and Arbitration Centre for assistance and solve consumer disputes by means of mediation or arbitration.

Service target and eligibility

Service target

The parties of a consumer dispute that occurs in the territory of Macao SAR.

Eligibility

The following conditions must be fulfilled before any case is accepted by the Consumer Mediation and Arbitration Centre for arbitration:

1. The case is considered a consumer dispute;
2. The involved dispute occurs in the territory of Macao SAR;
3. The consent of both parties (consumer and business) to submit the dispute to the Centre for arbitration has been reached;
   *if the party being complained against is an “Adherent” or “Certified Shop” of the Centre, and the claims involved do not exceed the maximum amount prescribed by the Court of First Instance, the submission of the dispute to the Centre for arbitration can be processed if agreed by the complainant (consumer).
4. The dispute does not relate to any non-disposable rights;
5. The dispute does not represent any signs of a criminal offence;

*Both parties negotiate to solve the dispute by means of either mediation or arbitration, or by means of both mediation and arbitration.

Service results

The arbitration award has the same legal status, weight and effect as a judicial court order.

Enquiries

Enforcement department and unit：Consumer Council – Macao Consumer Mediation and Arbitration Centre

Address:Av. Horta e Costa, N.º 26, Edf. Clementina A.L.Ho, 4.º Andar

Phone:（853）8988 9315

Fax:（853）2830 7816

E-mail: info@consumer.gov.mo

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