Adherents

To safeguard consumer rights and interests, the Macao Consumer Mediation and Arbitration Centre (*originally named Macao Consumer Arbitration Centre) was established in 1998 together with the “Adherent” scheme. “Adherents” promise to resolve disputes arising from consumer contracts concluded within the territory of Macao SAR involving an amount not exceeding the statutory value of appeal interest of the Court of First Instance through arbitration at the Macao Consumer Mediation and Arbitration Centre. Businesses joining the “Adherent” scheme are obliged to resolve consumer disputes and this obligation gives confidence to consumers.

Certified Shop

In order to promote honest business practices of “Adherents”, the “Certified Shop Accreditation Project” was launched in 2001. “Adherents” that meet the required standards and pass the evaluation of the Project are entitled to the “Certified Shop” emblem.

* The Macao Consumer Arbitration Centre was renamed as the Macao Consumer Mediation and Arbitration Centre on 15 December 2020.

Any retail business operating in Macao, including physical or online stores, that agrees to submit and resolve consumer dispute at the Macao Consumer Mediation and Arbitration Centre (the claims involved do not exceed the statutory value of appeal interest of the Court of First Instance)

1. Physical store: open to public and operates at a fixed business premises.
2. Online store: online store with a registered domain name and that allows online payment options/an online store that operates in a certified electronic market.

Promises to abide by “Regulations of Certified Shop” and carry out retail sales/service provision activities continuously.

1. “Adherent” application

2. Approval of “Certified Shop”

Application > documents review > qualification assessment > Certified Shop

1. * “Adherent” qualification is awarded after documents review
2. * For application that does not pass the documents review, requested information may be submitted or objection may be raised within 15 days
3. * For application that does not pass the on-site evaluation, a written application for re-assessment may be submitted after rectification.

1. Follow the Code of Practice established by the Macao Consumer Council(if applicable)

2. Provide the most updated information of the business to the Consumer Council and ensure such information is accurate.

3. Display clearly the name of the shop/business on the premises/website for consumers’ identification.

4. Display clearly the “Adherent” and “Certified Shop” emblems at a conspicuous space on the premises.*

5. Display clearly in MOP the final price of the goods/services, or the composition of the final price so that consumers are able to calculate the amount to be paid.

6. Display clearly in MOP any other burdens (such as transportation surcharges or delivery charges).

7. Display clearly the accepted currencies and the related conversion rate to MOP.

8. Display clearly the accepted payment methods together with the conditions applied (if applicable).

9. Display clearly the characteristics of the goods/services and ensure that they are accurate and easy to understand.

10. Carry out periodic check-up on goods to ensure that they are of merchantable quality, and to have a mechanism in place for the assurance of product quality (i.e., repair, exchange, price reduction, or termination of contract are ready for defective goods).

11. Be careful about the sources of goods in daily procurement, and refrain from selling counterfeit, pirated, or inferior goods.

12. Provide consumers with receipts, proof of purchase (if applicable), and proof of repair (if applicable).

13. Refrain from using unbalanced terms that may mislead or result in the loss of consumers (e.g. disclaimer).

14. Respond to complaints, suggestions or enquiries lodged with the Consumer Council in the same manner within 14 days of receipt.

15. Avoid promulgating information that may mislead consumers, and respect the suggestions and decisions of consumers.

16. Co-operate with the work of the Consumer Council in a positive manner.

17. Safeguard consumer rights and interests by refraining from engaging in commercial activities that impair consumer rights.

18. Co-operate, respect and implement the arbitral award rendered by the Macao Consumer Mediation and Arbitration Centre.

*Not applicable to online shops

1. The Council carries out irregular inspection on “Certified Shops”, entitlement of the emblem will be suspended for those that fail to meet the requirements, and personalized consultation service will be provided. Entitlement will be restored if the shops make improvement and meet the requirements again.

2. Entitlement of the “Certified Shop” emblem will be suspended for a period not exceeding one year for shops that commit violations that greatly infringe consumer rights and interests or affect the image of “Certified Shops” (corresponding sanction will be imposed on shops operating the same kind of industry by the same licensed person)

3. The Consumer Council has the right to take preventive measures on shops pending investigation procedures and suspend its entitlement of the “Certified Shop” emblem for a period not exceeding one year.

1. The emblem of Adherent, Certified Shop (and the extended qualification), and Online Certified Shop are issued by the Macao SAR Government Consumer Council (hereafter referred to as Consumer Council), and can only be used by businesses being awarded with the corresponding entitlement by the Council. The Consumer Council reserves the right to sanction any improper use of the emblems.

2. The emblems of Adherent and Certified Shop distributed by the Consumer Council must be affixed in a conspicuous place at the premise for consumers’ identification.

3. The relevant emblem cannot be used unless the shop has been notified in written format by the Council regarding the permission to use the emblem.

4. The relevant emblem can be used solely by the shop entitled to the emblem, other subsidiary companies/branches/groups without the entitlement must not use the relevant emblem.

5. When using the relevant emblem, the shop must show information that can be identified by consumers (such as brand name and address, except for those branches that are all awarded the qualification and bear the same name).

6. Only the following designs can be used in promotion and no amendments can be made without permission.

Adherent

Certified Shop

7. Using emblem in any of the following items is prohibited:

• Product or related matter (e.g. product label, wrapping paper, shopping bag);
• Contract, invoice, receipt;
• External documents (e.g. letterhead, envelope).

8. Contents of all advertisements and promotional materials must abide by laws, must be positive, healthy, factual, and does not contain any defamation, discrimination, insult or misleading information.

9. Permission to use the emblem will be lost once the shop loses its entitlement to the qualification, all promotional materials containing the relevant emblem must be removed immediately. The shop is responsible for all responsibilities and losses caused.

10. Violation of this Terms of Use will be punished. Minor ones will be punished according to the “Regulations of Certified Shops”, major ones will be announced publicly to avoid misleading consumers.

11. Shops may contact the Consumer Council to request the soft copy of the emblem or guideline for using the emblem.