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Home > Comprehensive Reception Service > Referral of Complaints and Forwarding Suggestions
If you would like to lodge a complaint or make suggestions to government departments, please feel free to contact us.
Ways of Contact
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| Visiting in person: |
Reception counter: Rua do Campo, n.° 162, Edifício Administração Pública, r/c, Macau |
| Office hours: Monday to Friday, 09:00 – 18:00 (Closed on weekends and government holidays) |
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Via telephone:
(853) 8866 8866 (voice mail service available during non-office hours） |
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Via facsimile:
(853) 2835 3355 |
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Online Suggestion Box |
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By post: postage free; only “Centro de Informações ao Público” or “CIP” need to be written on the envelope. |
Time Taken to Forward Complaints, Suggestions and Respective Replies
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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.1 (Performance Pledge) |
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Notifying the citizen about the replies given by competent departments |
Telephone notification within 3 working days2(Performance Pledge) |
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Written notification within 6 working days2 (Performance Pledge) |
| Note 1: |
Our 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:
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(a) |
If the complaints or suggestions are filed anonymously, the competent departments may not take them under consideration; |
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(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; |
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(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. |
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| Note 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. |
The English website is provided for reference only.
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