Macau Yearbook 2013 - Macao Yearbook

Macao Yearbook 2013By 2012, 1,261 active companies had joined the Consumer Arbitration Centre. They includedChinese and western pharmaceutical businesses, department stores, supermarkets, cateringcompanies, jewellery and timepiece shops, insurance agencies, laundry and dyeing companies,beauty and fitness centres, mobile telephone companies, computer products companies, travelagencies and real estate agencies.Consumer RightsUnder Law No. 12/88/M, any person who accepts products and services for private use fromindividuals or groups of a business nature who engage in business activities is regarded as aconsumer.Consumers have the right to receive health protection and be safeguarded against dishonest andirregular practices relating to the promotion or provision of goods or services; to receive guidanceand be informed; to be safeguarded against risks that could damage their interests; to be protectedagainst any loss and to receive compensation; and to be treated fairly and be able to participate inthe legal and administrative defence of their rights and interests.ComplaintsIn 2012, the Consumer Council received 1,609 complaints and 5,520 enquiries. The numberof cases handled totalled 7,222, including 93 suggestions. The complaints mainly concernedtelecommunications services, the quality, maintenance and sales method of communicationsequipment, and disputes arising from food and beverage sales methods.In line with the Government’s strategy to develop gaming and tourism and the facilitatedindividual travel (FIT) scheme for mainland residents, the Consumer Council is strengthening itsservices for tourists, and is dedicated to promoting the development of a sound consumer rightsprotection mechanism in Macao. Of the nearly 7,200 complaints and enquiries received in 2012,about 12 percent were made by tourists.Yearly Quality Mark of “Certified Shops”On 15 March 2001, the Consumer Council introduced the “Certified Shop” quality mark to thegeneral public. To boost wider acceptance of this mark, enhance protection of consumers’ rights inMacao and promote “good faith tourism”, since 2007 it has been jointly issued by the ConsumerCouncil and the Chamber of Tourism of the All-China Federation of Industry and Commerce(ACFIC).To qualify for membership of the Consumer Arbitration Centre and receive a “Certified Shop”emblem, a shop must not have had any complaints filed against it within the previous year. Thismechanism encourages shops to maintain a good reputation and respect consumers’ rights. As atthe end of 2012, the Consumer Council had issued the “Certified Shop 2013” emblem to nearly1,045 establishments.To reinforce the regulations concerning Certified Shops and to provide consumers with better194