Referral and Handling of Complaints and Suggestions Related to Government Departments
2017-04-20

Referral and Handling of Complaints and Suggestions Related to Government Departments
Service Information:
Service Provider:Public Administration and Civil Service Bureau〔SAFP〕- Public Information Centre (CIP)
Other Entity / Agency:N/A
Application Location:

- Public Information Centre 
- Centro de Serviços da RAEM
- Central District Public Services Centre
- Islands District Public Services Centre
 


Office Hours:9:00am to 6:00 pm, Monday to Friday, no lunch break. (closed on weekends and public holidays)
Introduction (Service Coverage):N/A
Enquiry Methods:

Telephone: (853) 8866 8866 (Comprehensive Reception Service) (voice mail service available during non-office hours)
Fax: (853) 2835 3355


Referral of complaints and forwarding suggestions for the public

Application Proceduce:
Transactional Categories:Referral of complaints and forwarding suggestions for the public
Target Groups and Application Eligibility:Citizens who lodge a complaint or make suggestions to any government department
Application Approach:

-  Visiting in person :Public Information Centre 
                            Centro de Serviços da RAEM
                            Central District Public Services Centre
                            Islands District Public Services Centre
-  Via telephone: (853) 8866 8866 (Comprehensive Reception Service) (voice mail service available during non-office hours)
-  Via facsimile: (853) 2835 3355
-   E-mail: E-form
-   By post: postage free; only “Centro de Informações ao Público” or “CIP” need to be written on the envelope.
-   Via postage paid form:Available Location

Time Needed:Referral of citizens’ complaints and suggestions to competent departments:
Referral to the competent departments will be made within 6 working days, from the day of formally establishing a file. (remark 1) (Performance Pledge)

Notifying the citizen about the replies given by competent departments:
Telephone notification within 3 working days (remark 2) (Performance Pledge)
Written notification within 6 working days (remark 2) (Performance Pledge)
Remark:

1. The Public Information Centre will be able to establish a file for the matter and make respective referrals only when the citizen provides sufficient information. Therefore, upon lodging a complaint against a government department, the citizen should, whenever possible, give substantial details about the matter, time and place of occurrence, and persons involved. When making any suggestions, concrete content should be included. Moreover, the citizen should also take note of the following:
    (a)If the complaints or suggestions are filed anonymously, the competent departments may not take them under consideration;
    (b)In case of requesting personal information to be kept confidential, our Centre shall provide appropriate guidance in accordance with the actual situation of the case;
    (c)If the complaint involves direct, personal and legitimate interests (i.e. directly involving the complainant’s personal interests that are infringed by administrative acts), the complainant must provide his or her personal identification information, at least with his or her name and address.
2. In case a reply by the competent department is required to be translated to the other official language or English, 5 more working days will be added. 

Provider: SAFP
Launch Date: 2017-04-20 11:51:35
Number of clicks: 4
"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