Receiving and handling complaints and suggestions related to civic and municipal affairs

   

Receiving comments

Type of procedureReceiving comments
Documents to be submittedBy phone, letter, e-mail, fax or in person
Documents to be presentedNo need to present any document
Important notesNot Applicable
Target groupAny citizen who wants to enquire about or is dissatisfied with or has any suggestion on any issue within the jurisdiction of the IACM.
Application feeNo need to pay for the application fee
Form feeNo need to pay for the application form
Stamp dutyNo need to pay stamp duty
Security depositNo need to pay deposit
Fees, Charges and Prices ListNot Applicable
Unit in-chargeCentral District Service Centre
Location for processing the procedureCentral District Service Centre: Avenida da Praia Grande, no. 762-804, China Plaza Building, 2/F, Macau
Toi San Service Centre: Avenida de Artur Tamagnini Barbosa, no. 127, D. Julieta Nobre da Carvalho Building, Block B, G/F, Macau
S. Lourenço Service Centre: Rua de João Lecaros, Complexo Municipal do Mercado de S. Lourenço, 4/F, Macau
Fai Chi Kei Service Centre: Rua Nova do Patane, Habitação Social do Fai Chi Kei, Edf. Fai Tat, Bloco II, r/c, lojas G e H, Macau

Northern District Public Services Centre: Rua Nova da Areia Preta, no. 52, Service Centre of Macao SAR, Macau
Islands District Public Services Centre: Rua da Ponte Negra, Bairro Social da Taipa, no. 75K, Taipa
Central District Public Services Centre: Rotunda de Carlos da Maia, no. 5 e 7, Complexo da Rotunda de Carlos da Maia, 3/F, Macau
Office hoursServices Centres
Monday to Friday, 9:00 a.m. to 7:00 p.m. (no lunch break, closed on Saturdays, Sundays and public holidays)

Public Services Centres
Monday to Friday, 9:00 a.m. to 6:00 p.m. (no lunch break, closed on Saturdays, Sundays and public holidays)
Tel / FaxE-mail: gc@iacm.gov.mo

Civic Service Hotline: 2833 7676 (24-hour hotline with voice-mail service outside office hours)
Central District Service Centre: (Tel) 8795 2520 (Fax) 2871 1203
Toi San Service Centre: (Tel) 2823 2660 (Fax) 2823 3012
S. Lourenço Service Centre: (Tel) 2893 9006 (Fax) 2893 9007
Fai Chi Kei Service Centre: (Tel) 2826 1896 (Fax) 2826 0477

Northern District Public Services Centre: (Tel) 2847 1366 (Fax) 2847 2857
Islands District Public Services Centre: (Tel) 2882 5252 (Fax) 2882 7689
Central District Public Services Centre: (Tel) 8291 7233 (Fax) 8291 7236
Processing timeComplaint by telephone or in person – The pledge period starts from the day after receiving the case by telephone call or in person. The concerned person should be replied to, within 15 working days, regarding either the case follow up or its conclusion report;

Complaint recorded in the telephone system – Pledge to input, within the next working day, the case data into the system and send it to the related departments, and also inform the concerned person regarding the case follow up;

Complaint presented by e-mail – Pledge to input, within the next working day after the e-mail reception date, the case data into the system, so that the related departments can handle it, and inform the concerned person that the case is being followed, by sending a preliminary e-mail reply.