Home > Common Enquiries and Opinions Common Enquiries and Opinions After I get connected to the Civic Service Hotline 2833 7676, what should I do to be put through to the staff for a conversation? After getting connected to the Civic Service Hotline and selecting the communication language, please press “0” for speaking directly to the staff. The system will guide the caller to select a service item (enquiry, commendation, submission of comments, activity enrollment or advance booking), and then the caller can talk with the staff directly. Put simply, if the caller wants to make enquiries about procedures or activities, etc., he/she can converse with the staff by pressing “4-0-1” after getting connected to the hotline. For convenient access to information by residents, the system also provides the residents with the “self-service” option so that they can choose to listen to its audio records to learn about the different kinds of administrative procedures and application results; or alternatively, residents can obtain different forms of the IACM via fax. Which service unit should I contact to carry out the street light repairs? CEM - Macau Electricity Company, Ltd. is responsible for the management of public street illumination systems. For any extinguished street lighting facilities found, please contact CEM for follow-ups. For issues regarding the illumination systems of footbridges, parks and gardens, and leisure areas, please report to the IACM via the Civic Service Hotline 2833 7676. CEM - Macau Electricity Company, Ltd. Address: Estrada de D. Maria II, nos. 32-36, Macau Email:firstname.lastname@example.org Telephone number: (853) 2833 9933 The defective water pipes of the building have caused water seepage through the walls and ceilings of my flat, what should I do? Repair and maintenance of installations of a private building should be arranged by the property owners or the authorized management entity. If the property owners cannot reach a settlement, or the building management entity is not able to fulfil its management obligation, assistance can be sought for coordination from the Joint Centre for Building Leakage Issues of the Housing Bureau when necessary. This Centre is formed by the Housing Bureau, the Land, Public Works and Transport Bureau, the Civic and Municipal Affairs Bureau (IACM), the Health Bureau and the Legal Affairs Bureau. Coordinated by the Housing Bureau, the Centre offers “One-stop” service in receiving and handling cases reported by residents and assists the residents to solve their problems in a simple and fast way by providing them with technical and legal support and promoting neighbourliness among them. If the water seepage affects the environmental hygiene of public places, the IACM will reinforce efforts in public street clean-ups to reduce the disturbance caused to residents. Housing Bureau - Joint Centre for Building Leakage Issues Address: Travessa Norte do Patane, no.102, Ilha Verde, Macau Email:email@example.com Telephone number: (853) 2859 4875 I am a Macao resident and have been prosecuted for spitting, what should I do now? In accordance with the stipulations of the “General Regulations Governing Public Places”, when an offender receives a prosecution letter, he/she may approach the IACM’s Operation Team for Execution of General Regulations Governing Public Places to make enquiries about the violation facts, and he/she is entitled to the right of conducting the following behaviours to the Team within ten days after the day of receipt of the prosecution letter issued by the IACM: 1.Accept the legal responsibility for the infringement by paying the fine immediately (only the minimum amount of the fine payable under this circumstance); declare to take the responsibility for the infringement and apply optionally for participation in the community service scheme as an alternative to payment of fine. 2.Apply for immediate payment of fine in installments. Complete and submit the application form, with immediate settlement of the first installment of no less than half of the amount of the fine payable. (For severe or very severe infringement, the amount of first installment is MOP700.) 3.File a pleading. 4.File a pleading. Apply in advance for payment of fine in installments on the assumption that a penalty decision is made. IACM’s Operation Team for Execution of General Regulations Governing Public Places Address: Avenida da Praia Grande, nos. 762-804, Edficio China Plaza, 5 andar, Macau Office hours: Monday to Friday, 9:00 a.m. – 1:00 p.m., 2:30 p.m. – 5:30 p.m. (excluding public holidays) Those who choose to pay the fine may make the payment at the above-mentioned venue; or alternatively, they may pay the fine through the IACM’s Online Fine Payment Service for Violation of General Regulations Governing Public Places by logging on to the website at http://www.iacm.gov.mo/rgep seven working days after the day of receipt of the prosecution letter. I was prosecuted for littering when travelling in Macao, what should I do now? What happens if I do not take any action for that? Non-Macao residents should, in accordance with Clause 2 of Article 18 of Decree Law No. 52/99/M, pay to the IACM’s Operation Team for Execution of General Regulations Governing Public Places or S. Domingos Activity Centre a deposit which equals the minimum amount of the fine payable within 10 days before their departure from Macao, unless the fine has been settled in full immediately. Pursuant to Clause 18 of Decree Law No. 52/99/M, non-Macao residents are not allowed to re-enter the territory of Macao Special Administrative Region until they pay the fine in full. Payment of fine can be made at the following venues: IACM’s Operation Team for Execution of General Regulations Governing Public Places Address: Avenida da Praia Grande, nos. 762-804, Edficio China Plaza, 5andar, Macau Office hours: Monday to Friday, 9:00 a.m. – 1:00 p.m., 2:30 p.m. – 5:30 p.m. (excluding public holidays) S. Domingos Activity Centre Address: Travessa do Soriano, Complexo Municipal do Mercado de S. Domingos, 4 andar, Macau Office hours: Monday to Sunday, 10:00 a.m. – 10:00 p.m. (open during weekends and public holidays, except Chinese New Year holidays) Those who choose to pay the fine may make the payment at the above-mentioned venues; or alternatively, they may pay the fine through the IACM’s Online Fine Payment Service for Violation of General Regulations Governing Public Places by logging on to the website at http://www.iacm.gov.mo/rgep seven working days after the day of receipt of the prosecution letter. Upon successful online payment of fine, please print and keep the receipt as a supporting document for re-entering the territory of Macao Special Administrative Region. If a school plans to arrange a tour visit by students to the Macao Giant Panda Pavilion, how should it apply for the admission tickets? For groups from schools, private organisations, public organisations, or associations which make a purchase of 30 admission tickets or more, the Application Form for Macao Giant Panda Pavilion Admission Tickets should be completed for applying to the IACM for a purchase of group admission tickets. The application form can be submitted to any of the IACM’s service centres or public services centres 30 days prior to the day of visit at the earliest or 5 working days before the day of visit at the latest. In addition, the following services are available for applications by visiting groups: Guided tour service for group: Guided tour service for group is available in the Macao Giant Panda Information Centre from Tuesday to Friday. If it needs to apply for the guided tour service, the application form may be submitted 10 working days before the day of visit at the latest. Shuttle bus service: Groups from the Macao SAR comprising of children aged 12 or below (or those below 13 years old), seniors aged 65 or above, socially disadvantaged (including the disabled, orphans, etc.) or students organised by schools may apply for free admission to the pavilion and the free shuttle bus service. Please note that such service is only available from Tuesday to Friday except public holidays, and application form should be submitted 10 working days prior to the day of visit. Enquiries can be made through the IACM’s Civic Service Hotline 2833 7676, operated by the staff assigned to respond to enquiries directly. What application procedures should I complete for vending in a market or a hawker area? Based on the principle of fairness and openness, the IACM has been holding open ballots on a regular basis to allocate the vacant stalls of markets, of cooked food areas of markets and of hawker areas. On the first working day of January, April, July and October every year, the IACM posts the list of vacant stalls for the respective quarter on the bulletin boards of all markets in Macao, and of the Division of Markets, the Division of Hawker Affairs, all service centres, all public services centres and the Integrated Services Centre of IACM, with the list also available in the IACM's website or City Guidefor public reference. After the quarterly release of the list of vacant stalls, applicant can apply by submitting the duly completed Application Form for Vacant Stalls of Marketplace, Cooked Food Centres of Marketplace and of Hawker Areas during the respective month, glued with the photocopies of both sides of the applicant’s Macao SAR Permanent Resident Identity Card, to the Documentation and Archive Centre, any of the service centres, any of the public services centres or the Integrated Services Centre of IACM. Each applicant can only submit one application form and apply for one vacant stall in each open ballot held quarterly. In each quarter, the provisional list of shortlisted applicants, the ballot result about the successful applicants and the waiting list of applicants are to be announced in the month following the month of acceptance of applications. For enquiries, please feel free to call the IACM’s Civic Service Hotline 2833 7676 or refer to the respective application rules on the IACM’s website. How should I apply for a job in the IACM? What kind of form should be submitted? Those who intend to be one of the staff of the IACM may follow the latest recruitment information released on the IACM’s website atwww.iacm.gov.mo. In addition, the respective information is also posted on the bulletin boards of all service centres, all public services centres and the Integrated Services Centre of IACM during the recruitment period. Eligible candidates can make the job applications through the application methods as stated in the respective recruitment announcement. The candidates can visit the above-mentioned venues to obtain the IACM’s job application form or download the form from the IACM’s website. What to do when rodent infestation is found at home? The Civic and Municipal Affairs Bureau (IACM) is responsible for carrying out the anti-rodent operations in public areas. In case rodent infestation is found in a private place such as domestic premises, building or office, etc., the property owner(s) or the authorized management entity (e.g. the building owner management committee, the building management company, etc.) should be responsible for treating the infestation. When necessary, the IACM can provide technical advice to residents for reference. As rodent prevention and control are long-term tasks to be carried out on a continual basis, the IACM schedules anti-rodent operations for all public areas in Macao every year to control the spread of rodent infestation in Macao. What to do when constantly facing the problem of water dripping from the air-conditioner(s) of the flat(s) upstairs? In accordance with the “General Regulations Governing Public Places” approved by the Administrative Regulation No. 28/2004 and the “List of Infringements” referred to by Clause 1(2) of Article 37 of the “General Regulations Governing Public Places”, failure to implement the technical advice provided to prevent water dripping from air-conditioners after the expiry of the period as prescribed by the IACM shall incur a fine of MOP600. For any cases found relating to water dripping from air-conditioners to public areas, please report to the IACM via its Civic Service Hotline 2833 7676. As regards water dripping from air-conditioners to private places such as the platforms, parking lots and corridors of a building, the unit owner management committee or the authorized management entity (e.g. the property management company) is, in accordance with the stipulations from Article 1313 to Article 1372 of Cdigo Civil (Civil Code), conferred with the authority to manage the common parts of the building. The management board may formulate regulations on the management of common parts of the building, which shall be binding upon the unit owners and any other unit occupants or temporary unit occupants. For information about building management, please contact the Housing Bureau at (853) 2859 4875. Can I request the IACM to assist in clearing the blockages of drains of the building? In accordance with the respective stipulations of the Administrative Regulation No. 32/2001 “Organization and Operation of the Civic and Municipal Affairs Bureau”, the IACM is responsible for repairing, maintaining and cleaning the public drainage network for domestic sewage and rainwater. As the drains of a private building are not included in the public drainage network, the property owner(s) concerned should hire professionals to carry out the drain maintenance of the private building. When silting up in drainage is occurred , the property owner(s) should apply the drains system drawings of building from Land, Public Works and Transport Bureau first, and hire professional(s) to check the condition of terminal sewer manhole that underneath the building. If manhole is blocked seriously, please report to the IACM via the “Civic Service Hotline 2833 7676” for assistance. A vacant construction site with stagnant water has become a breeding ground of mosquitoes. What should be done? The property owner(s) or the management entity of a construction site or a private building should be responsible for maintaining the environmental hygiene of such private lot under their management. In case the person concerned is negligent in management, residents can report the case to the IACM or the health inspectors of Centro de Sade of the respective district. The case will be transferred to the inter-departmental “Taskforce on Prevention of Dengue Fever” for follow-ups. The IACM will provide necessary support or adopt appropriate measures according to the result of the hygiene assessment conducted in the respective site by the health inspectors. It is found that the rubbish bins or the garbage chambers on the streets overloaded with waste have not been cleaned for days, affecting the environmental hygiene. Since the new contract on “Macao City Cleaning and Waste Collection and Removal Services” became effective on 1 April 2014, the IACM has been serving as one of the entities supervising the service provider. In case residents have found the above-mentioned situation, they can call directly the 24-hour Service Hotline of the Macau Residue System Company, Ltd. at 6658 1221 or contact the IACM through its Civic Service Hotline 2833 7676 for it to make the supervision. Where should I dispose of the unwanted large pieces of furniture or the waste from the renovation works carried out in my flat? In accordance with the respective stipulations of the Administrative Regulation No. 32/2001 “Organization and Operation of the Civic and Municipal Affairs Bureau” and “List of Infringements” of the “General Regulations Governing Public Places”, the IACM is responsible for disposal of domestic waste. Hence, residents who need to dispose of large pieces of furniture or waste from renovation works should have them transported personally or by the contracted company to Central de Incinerao de Resduos Slidos for treatment or to the designated landfills. Otherwise, shall incur a fine of MOP600. How to handle animal carcasses (e.g. carcasses of dogs, cats and birds, etc.) found on the streets? If any carcasses of animals (e.g. carcasses of dogs, cats and birds, etc.) are found on public streets, please report to the IACM via its Hotline for “24 hours Handling Animal Carcasses 2887 0120”. The IACM will send the staff to the scene for follow-ups upon receipt of the case. The trees of the housing estate in which I am living have stretched out to the pavements so that the street lighting is blocked. What should I do? The property owner(s) or the authorized management entity of a private place (e.g. the building owner management committee, the building management company, etc.) should hire a gardening specialist to carry out tree caring work on a regular basis. In accordance with the “General Regulations Governing Public Places” approved by the Administrative Regulation No. 28/2004 and the “List of Infringements” referred to by Clause 1(2) of Article 37 of the “General Regulations Governing Public Places”, failure to prune or log the parts of plants stretching out to the public places in any one of the following situations shall constitute a general offense and incur a fine of MOP600: (a) The plant obstructs a passage; (b) The plant hinders the public cleaning operations; (c) The plant decreases the illumination efficiency of street lamps; (d) The plant blocks a traffic light, a place name plaque or a vertical signpost. (e) The plant threatens the safety of pedestrians and vehicles. Is a company allowed to install a signboard before making application for the respective license? In accordance with the respective stipulations of the law No. 7/89/M and “General Regulations Governing Public Places”, advertisements which are visible or audible in public places can only be affixed to real estates, vehicles or any other buildings after submission of application to the IACM in advance and collection of a legal license. Information about the administrative procedures for application for license for placement of long-term advertisements and signboards has been uploaded to the Guidelines on Administrative Procedures of IACM’s website at www.iacm.gov.mo for reference. Any offenders found guilty of unauthorized placement of advertisements or signboards are liable to a maximum fine of MOP12,000 and must remove such unauthorized advertisements. Should the offender fail to comply with the said order after the expiry of the period allowed, the IACM may remove the respective unauthorized advertisements or signboards directly or arrange the removal of them by a third party, and the person concerned is liable to all the expenses incurred.