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Performance Pledge


To fulfill our pledges, our quality service standards are introduced as follows:
  1. Upon acceptance of application for performing raffle, lucky draw or other similar activities, we undertake to issue permit within 5 working days.
  2. For complaint of raffle, lucky draw or other similar activities, we undertake to reply within 5 working days.

Statistics

i) Quality indicators of administrative permit service for raffle, lucky draw or other similar activities

Next update: January 16-18, 2021
Quality Indicators Achievement Rate Undertaken Achievement Rate Implemented in 2020
1st Qtr. 2nd Qtr. 3rd Qtr. 4th Qtr.  Whole year
Performance Pledges Administrative Permit issuing1 80% 100% 100% 100% -- --
Complaint replying2 80% N/A N/A N/A -- --
Ratings of Satisfaction3 4.57 4.72 4.53 -- --
N/A means the ratio is not available due to no application or complaint has been received during the quarter or within the year.

Note:
  1. The pledge of permit issuing means permit will be issued within 5 working days once an application is accepted and all required documents are received.
  2. The pledge of complaint replying means complainant will receive a reply within 5 working days once a complaint is accepted.
    Fourteen complaints have been received from 2007 to the third quarter of 2020.
  3. Ratings of satisfaction refer to satisfactory assessment by applicant about our permit services on the aspects of accessibility, service of staff, environmental equipment, internal process, effectiveness, information, e-services, performance pledge and overall service etc. The highest scoring is 5 marks.
ii) Improvements implemented on comments collected from public

Next update: before April 30, 2021
Types of comments Comments

Status of Improvements(by the end of 2019)
Accessibility of Contacting Channels Suggest to introduce web application or e-mail submission From November 2008, for non-first application in a calendar year, in which identification of applicant or authorized agency is the same as the latest application, electronic channels for application through web and submission through e-mail or fax are provided.
Internal Procedures
1) Suggest to provide specific application form
In addition to samples of application letters provided in 2007, specific application forms of our services are also provided and uploaded on our website since November 2008.
2) Suggest to exempt repetitive submission of  identification copy of the same applicant
From August 2007, non-first application in a calendar year, in which identification of applicant or authorized agency is the same as the latest application, was exempted to submit identification copy.
Others Strengthen public awareness and understanding of the obligations and services provided by DICJ through promotion enhancements In addition to publishing of performance pledge in the past and description of formalities in 2007, our website has been streamlined and updated in November 2008. To increase public understanding of our services, quality indicators including achievement rate of performance pledge, ratings of satisfaction by applicants, comments collected and improvements implemented are also published.
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Note: The legislation, whenever provided, in this site is only for reference.
Please refer to the MSAR official gazette for the related information in chinese and portuguese languages.
Av. Praia Grande Ed. China Plaza 762-804, 21fl.    Tel: (853) 2856 9262    Fax: (853) 2837 0296    Email: enquiry@service.dicj.gov.mo