Mediation and Arbitration of Consumer Dispute
2016-12-05

Mediation and Arbitration of Consumer Dispute
Service Information:
Service Provider:Consumer Council [CC] – Consumer Arbitration Centre
Other Entity / Agency:N/A
Application Location:Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C
Office Hours:

Monday to Thursday - 9AM to 1PM, 2.30PM to 5.45PM
Friday – 9AM to 1PM, 2.30PM to 5.30PM


Introduction (Service Coverage):

If a consumer has suffered a loss due to the defective goods he bought, or is not satisfied with the service rendered to him/her, or being forced to consumer an article or service with unreasonable prices, he/she may bring along with him all the relevant documents including receipt(s) and invoice(s), etc. 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.

This emblem symbolizes the mutual trust that should always exist between consumers and traders.


Enquiry Methods:

Address: Avenida de Horta e Costa, n.º 24-A, Edifício Cheung Heng, R/C
Telephone: (853) 8988 9315
Fax: (853) 2830 7816
Email: info@consumer.gov.mo


Mediation and Arbitration of Consumer Dispute

Application Proceduce:
Transactional Categories:Mediation and Arbitration of Consumer Dispute
Target Groups and Application Eligibility:

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 MOP50,000 (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 MOP50,000 (patacas)
  4. He 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 (i) services rendered by liberal professionals; and (ii) 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 procedures 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 relevant information of business registration (e.g. copy of business registration certificate, copy of Business Tax M/1 form ‘Declaration of opening/alteration’ or Business Tax M/8 form ‘Tax demand note’, ID copy of business owner or its legal representative, etc.)
Required Document:

Both parties must be present at the Consumer Arbitration Centre and produce:

  1. ID card;
  2. Receipt(s) and invoice(s) and other relevant documents.


Remark:

  • If a consumer has suffered a loss due to the defective goods he bought, or is not satisfied with 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.
Charges (or Taxes):free of charge
Time Needed:

Any case applied will be scheduled for arbitration within 14 working days from the date of filing.
 

 
 

Remark:
 

  •   If the parties involved are present at the end of the hearing, they shall be notified of the decision there and then by means of an arbitration record and a copy of the judgment or a legible copy of the same. If they are absent, they shall be notified of the decision within 5 days by means of registered post with an acknowledgement of receipt for both parties to sign, and an acknowledgement of delivery and signed receipt returned to the Consumer Council.
     
  •   The arbitration judgment has the same legal status, weight and effects as a judicial court order.
     
Provider: CC
Launch Date: 2016-12-05 20:13:14
Number of clicks: 14
"Chinese and Portuguese are the official languages of Macao, the English version of the web site is the translation from the Chinese originals and is provided for reference only."
node: portal-app01