The Arbitration Centre aims to solve small-claim consumer disputes occurring in the territory of Macao through the provision of information, mediation, and arbitration.

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 MOP100,000 (patacas).

Remark: 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 territory of Macao;
3. The involved claims do not exceed MOP100,000 (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 services rendered by liberal professionals, and physical harm and mental suffering or death arising from civil or criminal liabilities collectively.

- 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).

- 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 proceedings for mediation and arbitration.

- Any traders applying to become temporary adherents shall complete the “Declaration for temporary ‘Adherent’ Membership” (available at Consumer Arbitration Centre), and submit the relevant information of business registration (e.g. copy of business registration certificate, copy of business registration tax-form M/1 –new registration/amendment form, or business registration tax-form M/8-tax demand note, ID copy of the business owner or its legal representative, etc.)

Both the complainant and the party being complained against must arrive at Consumer Arbitration Centre in person and present the following documents:

1. Original copy of ID documents;
2. Receipt or other relevant documents.

Remark:

- If a consumer is not satisfied with the product he/she bought, or the service rendered to him/her, he/she may go to the Consumer Arbitration Centre for help.

- 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.