Complaint and enquiry

Complaint and enquiry
Service Information:
Service Provider:Consumer Council [CC]
Other Entity / Agency:N/A
Application Location:( Main office ) Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C( Northern District Branch ) Rua Nova da Areia Preta, Nº52, Macau
Office Hours:

( Main office )
- Monday to Thursday - 9AM to 1PM, 2.30PM to 5.45PM
- Friday – 9AM to 1PM, 2.30PM to 5.30PM

( Northern District Branch )
- Manday to Friday - 9AM to 6PM

Non-office hours telephone message service

Introduction (Service Coverage):

How the Consumer Council handles complaints
The Consumer Council assists consumers to solve their issues through the following means:

  • Negotiating with traders for reconciliation;
  • Seeking assistance from related organization for mediation;
  • Referral to concerned administrative sector(s) for follow-up;
  • Filing for arbitration in the Consumer Arbitration Centre under the arbitration protocol.

Enquiry Methods:

( Main office ) Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C( Northern District Branch ) Rua Nova da Areia Preta, Nº52, Macau

Telephone: (853) 8988 9315

Fax: (853) 2830 7816



Complaint and enquiry

Application Proceduce:
Transactional Categories:Complaint and enquiry
Application Approach:

In person : 
  ( Main Office ) Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C
  ( Northern District Branch ) Rua Nova da Areia Preta, Nº52, Macau

By mail: Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C

By phone: 8988 9315

By fax: 28307816

Via email:

Via Internet: 

Required Document:

Information required :
-   Personal information: The complainant’s name according to his/her ID card, contact telephone number and address, etc.;
-   Information about the party against whom the complaint is being made: Name, address, telephone, etc.;
-  Details: Specifics on how the incident happened, particularly the date, time, place, reason, and course of events.
-   Evidence: Anything related to the case, including receipt(s), invoice(s), photographic evidence, the article, and other proof of information, etc..
-   Requirement(s) for processing a complaint: If a specific request is raised, relevant documents and information in support of the claim shall be provided by the complainant

Time Needed:

- General enquiry: immediate response;
- Enquiry with requested information: within 5 working days.

- Case file will be opened on the same day of receiving the complaint;
- Consumers approaching the Council in person should be served within 15 minutes;
- Consumers leaving voicemail during office hours will be responded within the same day;
- Initial follow-up: either by written notice to the party being complained against or transfer 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.

- 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.


Complaints that the Consumer Council does not handle 
-   Dispute arises from consumers’ personal deals;
-   The commodity being beyond prescribed warranty or maintenance period;
-   Damage or physical harm resulting from inappropriate use, storage, modification, alteration and/or from failing to follow operating instructions;
-   Complaints which have been mediated and implemented by both disputing parties, and no new circumstances and reasons have been raised;
-   Charges that are levied by Government public administrative departments;
-   Complaints which do not fall within the scope and authority of the Consumer Council;
-   Business-to-business disputes regarding purchase or promotional campaigns. 

Provider: CC
Launch Date: 2016-12-05 20:10:52
Number of clicks: 33
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