1. Performance Pledge

Items Description Provided by Expected Achievement Rate (2018)
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. Enquiries can be made by letter, fax, telephone, e-mail or in person. Investor Service Department 100%
2. Notary Service and Company Registration IPIM is committed to making arrangement to process the company registration within 10 working days after receipt of all required documents. Investor Service Department 100%
3. Personal service for Investor Project’s Implementation IPIM is committed to making personal arrangement within 2 working days after receipt of Project Proposal. Investor Service 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”. Investor Service Department 100%
5. Application for the Use of Temporary Office Space IPIM is committed to informing the applicant of the application result within 7 working days after receipt of application form and all required documents. Investor Service Department 100%
6. Application for the Use of the Multi-Functional Conference Halls IPIM is committed to informing the applicant of the application result within 7 working days after receipt of all required documents. Investor Service Department 100%
7. User Registration Service IPIM is committed to informing the applicant of the application result within 3 working days after receipt of all required documents. If the application is approved, applicant may collect the MBSC User Card within the 3 working days. Investor Service Department 100%
8. Local and overseas exhibition information enquiries IPIM is committed to answering customers’ enquiries on local and overseas exhibitions within 5 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%
9. Application of Trade Fairs and Conventions to be Organised/Participated by IPIM 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. “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, investment advice and business-matching services within 2 working days. Enquiries can be made by letter, fax, telephone, e-mail or in person. Promotional Activities and Development of Conventions and Exhibitions Department 100%
11. Approval for Operating Offshore Service Institution (Non-financial Business) Customers will be informed of the application results within 30 working days after receipt of all required documents. Offshore Services Department 100%
If the required information cannot be provided at the time of enquiry, a reply will be provided to the investor within 5 working days. 100%
Application for Notarised Copy of Offshore Services Permit, and Certificate of Good Standing for Offshore (Non-financial Business) Institution. IPIM is committed to informing the applicant of the application result within 10 working days after receipt of all required documents. 100%
12. Investment Residency Application IPIM is committed to replying to customer’s enquiry on residency application within 5 working days. Enquiries can be made by letter, fax, telephone or e-mail. Residence Application and Legal Affairs Department 100%
13. Enquiry Service at Information Centre IPIM is committed to providing assistance to walk-in customers within 5 minutes after arrival at IPIM´s Information Centre. Research and Information Division 100%
Telephone enquiries will be followed up and handled within 5 working days. 100%
IPIM is committed to replying to customer’s enquiry on market information within 7 working days. Enquiries can be made by letter, fax or e-mail. 100%
14. 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. Research and Information Division 100%

Achievement Rate 2013-2016 (Please refer to the Chinese/Portuguese version)

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
DAP / DSO / DAI / DPEC/
Information Centre
Monday – Thursday (9:00am – 1:00pm, 2:30pm – 5:45pm)
Friday (9:00am – 1:00pm, 2:30pm – 5:30pm)
DJFR 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)

Contact details for further information on our Performance Pledge scheme, or if you have any suggestions or complaints on our services:
IPIM´s Information Centre
Address: 19th Floor, Edif. China Civil Plaza, 263 Alameda Dr. Carlos d’Assumpção, Macao
Tel: (853) 8798 9131
Fax: (853) 2872 8102
Email:infocentre@ipim.gov.mo