Service categories:

NService itemsService quality indicatorTargeted achievement rate
0Receiving and handling complaints and suggestions related to municipal affairs Issuance of reply to complaint made by phone or in person within 15 working days (1) 90%
1Receiving and handling complaints and suggestions related to municipal affairs Follow-up to a telephone message received in non-office hours within 1 working day (2) 98%
2Receiving and handling complaints and suggestions related to municipal affairs Issuance of reply to complaint made by email within 1 working day (3) 98%
3Rental of venues and facilities of IAM 90%
4Rental of venues and facilities of IAM 93%
5Visits or guided tours 100%
6Visits or guided tours 100%
7Visits or guided tours 99%
8Visits or guided tours 100%
9Visits or guided tours 100%
10Visits or guided tours 100%
11License for Dogs Processing application for issuance or renewal of dog license within 1 working day 100%
12Microchip Implantation Service for Animals Completion of microchip implantation service for animals within 1 working day 100%
13Redemption of Captured Dogs Processing application for return of captured dogs within 1 working day 100%
14Health Certificate of Animal Issuance of Animal Health Certificate within 1 working day 100%
15License for Racing Animals Processing application for renewal of license for racing animals (horses) within 30 working days# 100%#
16License for Other Animals - Horses Processing application for renewal of license for other animals (horses) within 30 working days 100%#
18License for Import of Live Animals Processing application for license for import of live animals within 3 working days 99%
19Vaccination against Rabies Vaccination of dogs against rabies within 1 working day 100%
20Health Inspection of Live Animals for Transit Purpose Processing application for health inspection of live animals for transit purpose within 3 working days 99%
21Veterinary Care for Animals Completion of veterinary treatment and care procedures within 1 working day 100%
22Quarantine of Bit or Attack Animals Processing application for quarantine of animals that attack people within 1 working day 100%
23Declaration to Effect Exportation/Importation Issuance of declaration to effect importation within 3 working days 99%
24Declaration to Effect Exportation/Importation Issuance of declaration to effect exportation within 3 working days 99%
25Inspection for Imported Endangered Wild Animals Processing application for inspection of imported endangered wild animals within 3 working days 99%
26File a lost dog report Issuance of declaration of lost dog within 1 working day 99%
27Cremation Service for Pets--Retrieve the Cremain with Container Completion of cremation service for pets—retrieval of ashes with container within 30 working days 90%
28Procedures for Processing Import License/Declaration and Advance Booking for Sanitary Inspection Processing procedures for import license or declaration and advance booking for quarantine inspection within 1 working day 99%
29License for retail establishment of fish Processing application for renewal of license for retail establishment of fish within 30 working days 99%
30License for retail establishment of vegetables Processing application for renewal of license for retail establishment of vegetables within 30 working days 99%
31License for retail establishment (of fresh meat/chilled meat/frozen meat) Processing application for renewal of license for retail establishment (of fresh meat / chilled meat / frozen meat) within 30 working days 99%
32Registration of establishment for import (of chilled meat / frozen meat / meat products ) Processing application for renewal of registration of establishment for import (of chilled meat / frozen meat / meat products) within 30 working days 99%
33Rental of Market Stalls Processing of vacant market booth rental procedures for successful applicants within 5 working days 99%
34Temporary License for Itinerant Stalls at Marketplaces# Processing application for renewal of temporary license for itinerant stalls at marketplaces within 15 working days# 90%#
35Rental of Market Stalls Processing of application for cancellation of market booth rental within 10 working days 99%
36Application for Change of Equipments installed at the Market Stalls Processing of application for change of equipment installed at the market booths within 10 working days (5) 100%
37Application for Leave of Absence, Issuance of Certificates and Other Issues by Market Stall Tenants Issuance of certificate of proof for market booth tenants within 15 working days 99%
38Application for Leave of Absence, Issuance of Certificates and Other Issues by Market Stall Tenants Processing of application for leave of market booth tenants within 10 working days 99%
39Licensing of Hawkers Issuance of new hawker license within 5 working days 99%
40Licensing of Hawkers Processing renewal of hawker license within 10 working days 98%
41Licensing of Hawkers Processing application for cancellation of hawker license within 10 working days 99%
42Other Applications pertinent to Hawker License (Change of Particulars pertinent to License) To approve and reply application for cancellation of assistant for operation of hawker within 22 working days 90%
43Temporary vending license 100%
44Temporary vending license 100%
45Temporary vending license 100%
46Burial in Ordinary Tombs Processing application for burial in ordinary tombs within 3 working days 98%
47Extension of the Right of Use of Ordinary Tombs Processing application for extension of right of use of ordinary tombs within 3 working days 98%
48Joint Burial in "Permanent Tombs" Processing application for joint burial in “permanent tombs” within 5 working days 98%
49Permit for Construction Works in Tombs or Coffin Chambers Processing application for permit for construction works in tombs or coffin chambers within 3 working days 98%
50Removal of Bone Ashes, Bone Remains or Human Remains from the Cemetery Processing application for removal of bone ashes, bone remains or human remains from cemeteries within 3 working days 98%
51Exhumation Issuance of permit for exhumation within 3 working days 98%
52Bone Boxes Processing application for right of use of bone boxes within 3 working days 98%
53Ash Boxes Processing application for right of use of ash boxes within 3 working days 98%
54Joint Burial of Bone Remains/Bone Ashes Processing application for joint burial of bone remains/bone ashes within 3 working days 98%
55Permit for Temporary Storage of Remains Issuance of permit for temporary storage of human remains within 3 working days 98%
56Permit for Temporary Storage of Remains Issuance of renewed permit for temporary storage of human remains within 3 working days 98%
57Religious Ceremony held in the Chapel of the Cemetery Processing application for religious ceremonies held in chapels of cemeteries within 3 working days 98%
58Certificates - Records of the Deceased Person Issuance of certificate of record of deceased person within 10 working days 98%
59Burial in Private Cemeteries Processing application for burial in private cemeteries within 3 working days 100%
60Exhumation in private cemetery under supervision of IAM staff Processing application for exhumation in private cemetery under supervision of IAM staff within 3 working days 100%
61Burial relocation in private cemetery under supervision of IAM staff Processing application for burial relocation in private cemetery under supervision of IAM staffwithin 3 working days 100%
62License for Occupation of Public Area on a Long-term Basis Processing application for replacement of license for occupation of public area on a long-term basis within 10 working days 90%
63License for Temporary Occupation of Public Streets - Others Within 15 working days, the first-time application for “License for temporary occupation of public streets – Others” is processed and answered (6) 85%
64License for Temporary Occupation of Public Streets – Hoarding and Scaffolding Processing application for license for temporary occupation of public streets (hoardings and scaffolding) within 15 working days (6) 90%
65License for Placement of Long-term Advertisements and Signboards Processing application for license for placement of long-term advertisements and signboards within 15 days (6) 95%
66Administrative License - Sale of Pornographic Materials Processing application for change of license holder of administrative license for sale of pornographic materials within 10 working days 90%
67Administrative License - Amusement Game Centres 90%
68Administrative License - Laundries 90%
69Administrative License - Bleach and Dye Shop 90%
70Administrative License - Bowling Alleys 90%
71Administrative License - Billiard Rooms 90%
72Administrative License - Cinemas 90%
73Administrative License - Theatres 90%
74Administrative License - Shows and Performances 90%
75Administrative License - Cyber Cafes 90%
76Administrative Permit - Beauty Parlours Processing application with advance notification submitted by beauty parlours within 11 working days (6) 100%
77Administrative Permit - Hair Salons and Barber Shops Processing application with advance notification submitted by hair salons and barber shops within 11 working days (6) 100%
78License for Food and Beverage Establishments 95%
79License for Food and Beverage Establishments 95%
80License for Placement of Publicity Materials Processing application for license for placement of publicity materials (banners / posters / flags on lamp posts) within 15 days (6) 95%
81Calibration of Weighing and Measuring Equipment Process and reply to application for calibration of weighing and measuring equipment within 5 working days (7) 95%
82Advertisements on Vehicles License Processing application for advertisements on vehicles license within 15 days (6) 95%
83Administrative License - Entertainment Activities held in Public Entertainment Establishments or Centres Processing application for change of license holder of administrative license for entertainment activities held in public entertainment establishments or centres within 10 working days 90%
84Administrative Permit - Auctions Processing application for auction administrative license within 7 working days 90%
85License for Outdoor Cafes Processing application for license renewal for outdoor cafes within 1 working day 95%#
86Phytosanitary inspection of landscape plants Completion of application for advance booking for phytosanitary inspection of landscape plants within 30 minutes# (8) 100%
87Licensing of trees and shrubs Issuance of tree and shrub cutting license for 20 trees or less within 15 working days (6) 90%
88Licensing of trees and shrubs Issuance of tree and shrub cutting license for 21 to 50 trees within 20 working days (6) 90%
89Licensing of trees and shrubs Issuance of tree and shrub cutting license for 51 trees or more within 25 working days (6) 90%
90Phytosanitary Certificate# Issue of Phytosanitary Certificate within 5 working days# 90%
91Inspection of Water Supply System of Building Completion of inspection of water supply systems in buildings within 18 working days 95%
92Application for registration in the list of construction companies invited by IAM to execute construction works Processing application for registration in the list of construction companies invited by IAM to execute construction works within 30 working days 90%
93Application for certification of attribution of door numbers and/or other cadastre information Processing application for certification of allocation of building numbers and/or other cadastre information within 12 working days 95%
94Application for attribution of door numbers Processing application for allocation of building numbers within 15 working days (9) 95%
95Licensing of ditching works in public streets of Macao Processing application for license for ditching works in public streets of Macao within 12 working days (6) 95%
96Licensing of works connecting drainage pipes to the sewers in public streets of Macao Processing application for license for works of connecting drainage pipes to sewers in public streets of Macao within 10 working days 90%
97Application for licence of installation of drainage pipes of air-conditioning systems Processing application for license for installation of drainage pipes of air-conditioning systems within 10 working days 95%
98Installation or maintenance of pipeline in the technical corridor Processing application for installation or maintenance of pipelines in technical corridor within 10 working days 90%
99Licensing of works for alteration of pavements Processing application for license for works for alteration of pavements within 13 working days (6) 90%
100Payment of Fines for Violation of General Regulations Governing Public Places Processing procedures of payment of fines for violation of General Regulations Governing Public Places within 4 minutes 98%#
101School Exhibition Tour Processing application for school exhibition tour within 15 working days 100%#
102Tickets to Macao Giant Panda Pavilion Completion of procedures of sale of admission tickets of Macao Giant Panda Pavilion within 5 minutes# (10) 95%
103License for Temporary Advertisement Processing of first-time application for license for temporary advertisement for approval and reply within 15 days (6) 95%
104Cremation of skeletal remains Processing application for cremation of bone remains within 3 working days 98%
105Tree Burial Processing of first-time application for tree burial service for approval and reply within 3 working days 98%#
106Application for “Friends of IAM” Membership Card Processing first-time application for “Friends of IAM” membership card within 13 working days 90%
107Application for IAM online account Processing application for IAM online account within 5 working days 90%
109Providing technical opinions for the Tourism Office concerning application for license for hotels 85%
110Providing technical opinions for the Tourism Office concerning application for license for restaurants 85%
111To provide the Macao Economic Services with technical advice on import license for animals of endangered species 90%
112Application for use of advertising space in Centro de Servios da RAEM 90%


Remark:
  1. a. Pledged response time is counted from the day following the receipt of case reported by phone or in person.
    b. We pledge to reply to the complainant on the follow-up status or results of the relevant case within 15 working days.
  2. We pledge to input the comments into the system and transfer to the relevant departments for follow-up on the first working day immediately after the complaint is received, and notify the complainant by phone that the case is being processed.
  3. We pledge to input the comments into the system and transfer to the relevant departments for follow-up on the first working day immediately after the complaint is received, and notify the complainant by e-mail that the case is being processed.
  4. Made less than 3 months prior to the proposed date of use.
  5. Do not include applications involving embedded equipment or consultation for technical advice in project works.
  6. Consultation for entities’ comments is not included in the performance pledge time
  7. Except calibration of weighing and measuring equipment with load weighing over 35 kg.
  8. The applicant is required to make an advance booking by phone one working day prior to the intended day for processing phytosanitary inspection of landscape plants.
  9. Excluding applications that require naming of streets
  10. Applicable to sale of less than 25 reserved or non-reserved admission tickets.
  11. Internal services
  • The above pledged response time is counted from the following day after the completed form and all required documents are received.
  • # Accreditation application is in process / On a trial basis.