28/03/2024 - 09:14:24
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Performance Pledge

1. Performance Pledge: (Leaflet)

  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. 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 investment 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. 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%
6. Application of trade fairs and conventions to be organised/participated by IPIM 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%
7. 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%
8. Temporary Residency Application Service 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.

Inquiries made by telephone can be replied immediately. If the required information cannot be provided immediately, the inquiry will be followed up within 3 working days from today.
Residence Application and Legal Affairs Department 100%
9. 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%
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. Lusophone Markets Economic and Trade Promotion Department 100%
11. 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%
12. 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%
13. 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%
* Achievement Rate (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
  • Promotional Activities and Development of Conventions and Exhibitions Department
  • Investor Service Department
  • Lusophone Markets Economic and Trade Promotion Department
Monday – Thursday (9:00am – 1:00pm, 2:30pm – 5:45pm)
Friday (9:00am – 1:00pm, 2:30pm – 5:30pm)
  • Residence Application and Legal Affairs Department
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:
Macao Trade and Investment Promotion Institute -IPIM
Address: 1/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