Receiving suggestions or complaints from tourists

Suggestions or Complaints


How to apply

Can be through letter, fax, email, telephone, wake in and submit to tourist information counters


Location and service hours

MGTO headquarter

  • Address: Alameda Dr. Carlos d’Assumpção, n.os 335-341, Edifício “Centro Hotline”, 12º andar, Macau
  • Telephone: (853) 2831 5566
  • Fax: (853) 2833 0518
  • Email: mgto@macaotourism.gov.mo
  • Office hours:
    Mondl@macaotourism.gov.moday to Thursday: 9:00am – 1:00pm, 2:30pm – 5:45pm
    Friday: 9:00am-1:00pm, 2:30pm – 5:30pm
    (Closed on Saturdays, Sundays and public holidays)

Tourist Information Counters

  • Largo do Senado, Edif. Ritz
    • Telephone: (853) 8397 1120
    • Fax: (853) 8397 1116
    • Office hours: Monday to Sunday 9:00AM – 8:00PM
  • Outer Harbour Ferry Terminal
    • Telephone: (853) 2872 6416
    • Fax: (853) 2872 6417
    • Office hours: Monday to Sunday 9:00AM – 8:00PM
  • Border Gate
    • Telephone: (853) 2843 9310
    • Fax: (853) 2843 9311
    • Office hours: Monday to Sunday 9:00AM – 8:00PM
  • Macau International Airport
    • Telephone: (853) 2886 1436
    • Fax: (853) 2886 1437
    • Office hours: Monday to Sunday 9:00AM – 8:00PM
  • Taipa Ferry Terminal
    • Telephone: (853) 2885 0438
    • Fax: (853) 2885 0310
    • Office hours: Monday to Sunday 9:00AM – 8:00PM
  • The Hong Kong-Zhuhai-Macao Bridge Frontier Post at Macao Port
    • Telephone: (853) 2872 1213
    • Fax: (853) 2883 9853
    • Office hours: Monday to Sunday 9:00AM – 8:00PM

Fees

Fees: Free of Charge.


Time for processing

Receiving suggestions or complaints from tourists (letter/fax/email): Reply within 10 working days following receipt of the suggestion or complaint. (Performance pledge)

Receiving suggestions or complaints from tourists (in person): Attended by designated staff within 15 minutes. (Performance pledge)

Receiving suggestions or complaints from tourists (by telephone: 2831 5566 during office hours): Responded by designated staff within 90 seconds. (Performance pledge)

Receiving suggestions or complaints from tourists (by telephone: 2831 5566 during non-office hours): Return calls in 2 working days for voice mails received via audio recording system of 2831 5566 during non-office hours. (Invalid phone number or voice mails without contact information not applicable).(Performance pledge)


Enquiry on progress and reception of services results

Enquiry on progress: Can be through letter, fax, email and telephone.


Content provider: Macao Government Tourism Office (DST)

Last modified: 2020-08-26 14:58

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All information on this site is based on the official language of the Macao Special Administrative Region. The English version is the translation from the Chinese originals and is provided for reference only. If you find that some of the contents do not have an English version, please refer to the Traditional Chinese or Portuguese versions.