How to apply
Processing time
Not applicable
Formalities and required documents
Methods:
- In person :
–Consumer Council (Head Office)
Address: Av. Horta e Costa, N.º 26, Edf. Clementina A.L.Ho, 4.º andar, Macau
Office hours:
Monday to Thursday - 9:00-13:00, 14:30-17:45
Friday - 9:00-13:00, 14:30-17:30
–Government Service Centre - Northern District Branch
Address: Rua Nova da Areia Preta, Nº52, Macau
Office hours: Monday to Friday - 9:00-18:00
–Islands District Public Services Centre
Address: Rua de Coimbra, nº 225, 3/F, Taipa
Office hours: Monday to Friday - 9:00-18:00
- By mail: Consumer Council, Av. Horta e Costa, N.º 26, Edf. Clementina A.L.Ho, 4.º Andar, Macau
- By phone: (853) 8988 9315 (voicemail available during non-office hours)
- By fax: (853) 28307816
- By e-mail:info@consumer.gov.mo
- Website: choose “Online Complaint” under the “Complaint and Enquiry” category on the Council’s website.
- WeChat: consumers may look up “Macao SAR Government” via WeChat on mobile phones or tablets, or scan the QR code available on the Council’s website to follow the official WeChat account and make their complaints through that channel.
Necessary documents to be submitted by the complainant:
- Personal details: Name (as shown on ID), phone and address, etc.;
- Details of the party being complained against: name, address, phone, etc.;
- Details: specifics on how the incident happened, particularly the date, time, venue, reason, and course of events, etc.;
- Evidence: anything related to the case, including receipt(s), invoice(s), photographs, the article, and other proof of information, etc.;
- Request: if a specific request is raised, the relevant documents and information in support of the claim shall be provided by the complainant.
Service location and hours
In person
- Consumer Council (Head Office)
Address: Av. Horta e Costa, N.º 26, Edf. Clementina A.L.Ho, 4.º Andar
Office hours:
Monday to Thursday - 9:00-13:00, 14:30-17:45
Friday - 9:00-13:00, 14:30-17:30
- Government Service Centre - Northern District Branch
Address: Rua Nova da Areia Preta, Nº52, Macau
Office hours: Monday to Friday - 9:00-18:00
- Islands District Public Services Centre
Address: Rua de Coimbra, nº 225, 3/F, Taipa
Office hours: Monday to Friday - 9:00-18:00
Fee
Free of charge
Processing Time
–Consumers approaching the Council in person should be served within 15 minutes. (Performance Pledge)
- Consumers leaving voicemail during office hours will be responded within the same day. (Performance Pledge)
- Initial follow-up, either by written notice to the party being complained against or referral to the relevant department, will be carried out within 3 working days, on condition that sufficient information is provided by the complainant. (Performance Pledge)
- 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. (Performance Pledge)
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.
Enquiry on Progress and Collection of Results
Case progress can be tracked on “Track Status of Complaints”. When a letter or e-mail is sent by the Council to inform the complainant of the status of the case, an SMS reminder will also be sent to the complainant regarding such delivery.