Performance Pledge
1. Performance Pledge:
| Items | Description | Provided by | Expected Achievement Rate (2024) | |
|---|---|---|---|---|
| 1. | One-stop Consultation Service for Investments in Macao | A meeting will be arranged between IPIM’s personnel and customer to handle enquiries on one-stop service, investment advice and business-matching services within 2 working days. Reservation can be made by letter, fax, telephone, e-mail or in person. | Investment Promotion and Commerce Development Affairs Department | 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 and Commerce Development Affairs Department | 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 and Commerce Development Affairs Department | 100% |
| 4. | Services to Assist Investors in the Search for Cooperation Partners | IPIM is committed to providing assistance to customer within 5 working days on the related technical support to the “Online Business Matching Service Platform”. | Investment Promotion and Commerce Development Affairs Department | 100% |
| 5. | One-Stop service for MICE bidding and support in Macao | A meeting will be arranged between IPIM’s personnel and customer 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. | Promotional Activities and Development of Conventions and Exhibitions Department | 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. | Promotional Activities and Development of Conventions and Exhibitions Department | 100% |
| 7. | Stimulation Programme for Professional Training and Education in the Convention and Exhibition Sector | 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. | Promotional Activities and Development of Conventions and Exhibitions Department | 100% |
| 8. | 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. | Promotional Activities and Development of Conventions and Exhibitions Department | 100% |
| 9. | 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 and Development of Conventions and Exhibitions Department | 100% |
| 10. | Local and Overseas Exhibition Information Enquiries | IPIM is committed to answering customers’ 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 and Development of Conventions and Exhibitions Department | 100% |
| 11. | 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% |
| 12. | 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 Application IPIM is committed to replying to customer’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% |
| 13. | 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) | Working 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 write 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: infocentre@ipim.gov.mo
