Home > Comprehensive Reception Service > Governing Rules

Foreword

The “Organization and Operation of the Public Administration and Civil Service Bureau” are governed by Administrative Regulation no. 24/2011.
In accordance with the abovementioned Regulation, the “Public Service and Information Centre” is renamed as “Public Information Centre”.
The work procedures and operation of the Public Information Centre continues to be governed by the norms approved by Dispatch no. 41/GM/94, which is still in force.
Therefore, all the references to the Public Service and Information Centre in the abovementioned Dispatch and in the norms regarding the work procedures and operation of the Public Service and Information Centre should be considered as references to the “Public Information Centre”.

Dispatch no. 41/GM/94

In view of the facts that in the period of transition, shortening the distance between the structures of Public Administration and citizens to the minimum is the essential objective;

Formulating measures of simplification, promoting the celerity and efficiency of the processes and adopting criteria which permit greater transparency and uniformity in administrative acts and decisions are indispensable, in conjunction with the increase in the protection for individuals;

And in view of the fact that it is necessary to establish mechanisms for the administrative authorities in order to guarantee that citizens can obtain the services needed easily;

Accordingly;

Using the power conferred by subparagraph b) of paragraph 1 and paragraph 2 of article 16 of the Organic Statute of Macao and under paragraph 2 of article 17 of Decree-Law no. 23/94/M, of 9 May, the Governor determines:

Single Article: the Norms on the Procedures and Operation of the Public Service and Information Centre (CAIP), which is a part of the present Dispatch, contained in the annex to the present Dispatch are approved.

Governor’s Office, in Macao, 1 July 1994

Annex

Norms on the Procedures and Operation of the Public Service
and Information Centre (CAIP)

I

Procedures

1. In the execution of its work, CAIP should hold a just, impartial and cooperative attitude towards all the parties involved.
2. The requests for clarification, criticism, suggestions, complaints and oppositions of individuals on the work of the administrative authorities may be presented to CAIP in the Portuguese or Chinese language in writing or orally. In the latter case, the civil servant or service agent who makes the reception shall make a written record, without prejudice to the maintenance of anonymity of the citizen if he/she wishes so and if it is legally possible.
3. The requests, complaints or oppositions of individuals that are of direct, personal and legitimate interest should contain the following requisites:
1. An indication of the authority or organization concerned;
2. Identification information of the applicant, including his/her name, profession and residence;
3. A clear and precise listing of the facts on which the request is based;
4. Date and signature of the applicant, or signature of others whom he/she appoints, if the applicant does not know how to or cannot sign.
4. The previous paragraphs do not hinder citizens from resorting to the judicial and non-judicial means provided in the law for the defence of their legitimate rights and interests.
5. CAIP, when carrying out the procedures, should adopt swift and efficient methods, deliver all the requests of the individuals to the competent authorities in accordance with its powers and duties and inform the interested parties about the formalities already fulfilled or to be fulfilled and about the solution to the respective affairs.
6. After reception of the requests, the competent public authorities should, within 30 days, notify CAIP of the following:
1. Formalities already fulfilled;
2. Solution to the affair.
7. Without prejudice to the notification to CAIP, the previous paragraph shall be extended to all interested parties, provided that it is proved that the question raised is of direct, personal and legitimate interest.
8. Public authorities should ensure contact with CAIP through:
1. A person appointed for this purpose;
2. Regular sending of the latest information;
3. Assistance in the publicizing of the rights of the citizens and services provided by the administrative authorities.
9. In order to achieve the objectives appropriately, CAIP should support and encourage the collaboration of private entities, especially of neighborhood associations.

II

Operation

10. CAIP operates between 9 a.m. and 6 p.m. on all working days uninterruptedly, always maintaining bilingual personnel necessary for reception. *
11. CAIP also establishes a night-time telephone automatic recording reception system between 6 p.m. and 9 a.m. of the following day. Citizens, when using the system, should indicate their identification information, including their name, address and telephone number. *
12. For performing its competence, on matters involving the establishment of relationship with the public, CAIP possesses a network of reception stations.

* Altered – please consult Dispatch of the Secretary for Administration and Justice no. 10/2000.

       The English website is provided for reference only.