Certified Shop
In order to strengthen the image of the adherents and to promote the relative mechanism to the businesses, starting in 2001, the Macau Consumer Council will issue the emblem of ¡§Certified shop¡¨ to those adherents who have never had complaints filed against them. This emblem encourages the certified shops to exercise due care for consumer rights when promoting their businesses.
The relative traders are obliged to submit and resolve any disputes that may arise between them and the consumers in the Consumer Arbitration Centre. In addition, the traders are expected to comply with the guiding principles set out by the Macau Consumer Council.
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The guiding principles for the ¡§Adherents¡¨ and ¡§Certified Shops¡¨:
l To provide information to consumers about products and services and after-sales service in a way that will not mislead them.
l To have mechanisms in place whereby safety considerations become part of the daily process of product procurement, storage and delivery.
l To maintain mechanisms to ensure the security of consumer transactions and privacy of consumer information.
l To have a policy which guarantees at the very least that refunds will be provided where goods are not of merchantable quality or fit for the claimed purpose, and that services will be provided with due care and skill.
l To maintain appropriate internal compliance measures with regard to industry regulations.
l To refrain from engaging in restrictive practices that impair economic efficiency or free trade.
l To establish an open dialogue with user/consumer/community groups.
l To ensure that consumers have easy access to information about a business and that complaints are dealt with effectively
l To refrain from selling counterfeit, pirated and inferior goods and to display clearly the price labelling of the goods; or to ensure that consumers have easy access to information regarding the prices and details of the services rendered before they make any purchases.
l To disclose to consumers the features of the goods and /or services they have purchased and to provide them with the receipts.
l To have the exchange rates of Reminbi and/or Hong Kong dollars to Patacas displayed explicitly if payments are accepted in the corresponding currencies.
l To deal with the complaints lodged by the consumers and settle the disputes by means of refund or exchange; or to submit the disputes to the Consumer Arbitration Centre within 14 days after receiving the complaints.