Performance Pledge
1. Performance Pledge: (Leaflet)
| No. | Items | Description | Provided by | Expected Achievement Rate (2026) |
|---|---|---|---|---|
| 1. | One-stop Consultation Service for Investments in Macao | A meeting will be arranged between IPIM’s personnel and applicant to handle enquiries on one-stop service and investment advice within 2 working days. Reservation can be made by letter, fax, telephone, e-mail, online channels or in person. | Investment Promotion Division | 100% |
| 2. | Assistance with company registration procedures | IPIM will assist in arranging the company registration procedures within 10 working days after receipt of all required documents. | Investment Promotion Division | 100% |
| 3. | Personal service for investment project’s implementation | IPIM is committed to making personal arrangement within 2 working days after receipt of project proposal. | Investment Promotion Division | 100% |
| 4. | Services to Assist Investors in the Search for Cooperation Partners | IPIM is committed to providing assistance to applicant within 5 working days on the related technical support to the “Online Business Matching Service Platform”. | Commerce and Business Development Division | 100% |
| 5. | One-Stop service for MICE bidding and support in Macao | A meeting will be arranged between IPIM’s personnel and applicant to handle enquiries on one-stop service for MICE bidding and support in Macao within 2 working days. Reservation can be made by letter, fax, telephone, e-mail or in person. | Convention and Exhibition Industry Development Division | 100% |
| 6. | Convention and Exhibition Stimulation Programme | The review of submitted documents, issuance of receipt and notification of required supplementary documents can be completed 1 business day after the submission of application. | Convention and Exhibition Industry Development Division | 100% |
| 7. | Financial Support Programme for Participation in Exhibitions and Trade Fairs | The review of submitted documents, issuance of receipt and notification of required supplementary documents can be completed 1 business day after the submission of application. | Convention and Exhibition Industry Development Division | 100% |
| 8. | Application of trade fairs and conventions to be organised / participated by Commerce and Investment Promotion Institute | For application of trade and economic delegation registration, IPIM is committed to informing the applicant of the application result within 3 working days after the deadline of the application and receipt of all required documents. | Promotional Activities Division | 100% |
| 9. | Local and Overseas Exhibition Information Enquiries | IPIM is committed to answering applicants’ enquiries on local and overseas exhibitions within 3 working days after receipt of enquiries. Enquiries can be made by letter, fax, telephone or e-mail. | Promotional Activities Division | 100% |
| 10. | China-PSC Business Compass | Regarding enquiries made via in-person visit, phone, email, letter, fax, or message to customer service system of the Economic and Trade Co-operation and Human Resources Portal between China and Portuguese-speaking Countries, IPIM will reply within ten working days. | Permanent Secretariat of Forum Macao and Lusophone Markets Promotion Department | 100% |
| 11. | Temporary Residency Application Service |
Temporary Residency New Application / Application for Temporary Residency – Extension to Family Dependent / Temporary Residency Renewal Application The basic review of submitted documents, issuance of receipt and notification of required supplementary documents can be completed within 1 business day after the submission of application. Temporary Residency Enquiry IPIM is committed to replying to applicant’s enquiry on temporary residency application service within 5 working days. Enquiries can be made by letter, fax or e-mail. |
Legal Affairs Division | 100% |
| 12. | Registration service at Macau Business Database | IPIM is committed to upload the relevant business information to the “Macau Business Database” within 5 working days after receipt of all required information. | Organization and Information Technology Division | 100% |
2. Monitor System
Internal monitoring
IPIM has established a “Performance Pledge Committee”, with the purpose at maintaining the levels of service, seeking continual improvement and pursing the excellence of a quality service.
Public monitoring
Your valuable feedback and comments are welcome if our services do not reach the standards that you have come to expect. Any suggestions on how we can improve will be gratefully accepted. IPIM is committed to investigating the root cause of any complaints due to our failure of our “Performance Pledge Scheme” and we shall reply to all complaints/suggestions within 15 working days.
3. Service Duration
| Department(s) | Reception Service Hours |
|---|---|
|
Monday – Thursday (9:00am – 1:00pm, 2:30pm – 5:45pm) Friday (9:00am – 1:00pm, 2:30pm – 5:30pm) |
|
Monday – Friday (9:00am – 12:30pm, 2:30pm – 5:00pm) |
4. Report on the Handling of Complaints and Suggestions (Please refer to the Chinese/Portuguese version)
5. The Survey Analysis Report of the Level of Satisfaction with our Services (Please refer to the Chinese/Portuguese version)
6. Performance Satisfaction Survey (Click here to fill in the survey)
7. Complaints or suggestions which do not belong to the “Performance Pledge of IPIM” will be handled in accordance with the provisions of Decree-Law no. 5/98/M of 2 February.
Contact details for further information on our Performance Pledge scheme, or if you have any suggestions or complaints on our services:
Commerce and Investment Promotion Institute
Address: 1/F to 3/F of the office building of the Complex of Commerce and Trade Co-operation Platform for China and Portuguese-speaking Countries in Rua Sul de Entre Lagos, Macao
Tel: (853) 2871 0300
Fax: (853) 2872 8208
Email: ipim@ipim.gov.mo
