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