The Civil Aviation Authority of Macao SAR has launched the performance pledge in order to improve the quality of service and respond to customer expectations since 2003. In November 2008, the performance pledge has been granted by the Public Services Evaluation Committee and was officially launched.
 
In order to further enhance quality of service and respond to customer requests, the Civil Aviation Authority of Macao SAR has newly added 9 performance pledge (involving 17 service quality indicators) in June 2010. Upon the approval of the Public Services Evaluation Committee, the new performance pledge was launched.
 
Looking ahead to the future, we will continue its march forward to expand and optimize the programme of the performance pledge for the purpose of satisfying the needs of our customer.
 
Implementation Status of Performance Pledge
Services
Time Guaranteed
Target Achievement Rate
Actual Achievement Rate
2003
2004
2005
2006
2007
2008
2009
2010
Flight approval
Non-Scheduled services
3 working days (1)
90%
100%
97%
97%
97%
95%
95%
99%
99.7%
Scheduled services
15 working days (1)
90%
N/A (4)
98%
96.3%
Reply to surcharge filing  
3 working days (1)
95%
N/A (5)
Flight crew license
Issuance
5 working days (1)
90%
90%
100%
100%
96%
97%
94%
94%
100%
Renewal
2 working days (1)
90%
N/A (5)
Renewal Air traffic controller license
Issuance / Renewal
5 working days (1)
90%
N/A (5)
Student issuance / renewal
5 working days (1)
90%
N/A (5)
Renewal Flight operations officer license
Issuance / Renewal
5 working days (1)
90%
N/A (5)
Student issuance / renewal
5 working days (1)
90%
N/A (5)
Crew member certificate
Issuance / Renewal
5 working days (1)
90%
N/A (5)
Examination
Variation Pilot license examination
Exam result is available in 5 working days (1)
90%
N/A (5)
Variation Air traffic controller examination
Exam result is available in 5 working days (1)
90%
N/A (5)
Variation MAR-66 aircraft maintenance engineer examination
Exam result is available in 10 working days (1)
90%
N/A (5)
MAR-145 maintenance organization approval
Issuance
70 working days (1)
90%
N/A (6)
80%
80%
83%
100%
100%
100%
N/A (6)
Renewal
24 working days (1)
90%
100%
80%
80%
60%(7)
100%
83%
100%
100%
Variation
70 working days (1)
90%
N/A (4)
100%
100%
100%
Certificate of airworthiness for Aircraft
Issuance
70 working days (1)
90%
N/A (5)
Renewal
20 working days (1)
90%
N/A (5)
Registration of aircraft
30 working days (1)
90%
N/A (5)
MAR-66 aircraft maintenance engineer license
Issuance
40 working days (1)
90%
N/A (5)
Renewal
20 working days (1)
90%
N/A (5)
Variation
40 working days (1)
90%
N/A (5)
Application for an activity that affects flight safety
10 working days (1)
90%
100%
100%
100%
100%
100%
100%
100%
100%
Certificate of occupancy of airport facilities
Renewal
45 working days (1)
90%
N/A (5)
Receiving and forwarding complaints
14 working days 
90%
N/A (6)
82%
82%
71%
91%
98%
98%
97.3%
 
Notes:
1.       The time guaranteed commences from the next date following the date of submission of all documents.
2.       If service involves audit inspection, then the period from document review completion till the inspection date fixed with
          mutual agreement will not count in calculating the time guaranteed.
3.       For special cases, after thoroughly analyzing the situations, we will inform and explain to the applicants the processing
          time required.
4.       The respective performance pledge was launched in June 2008.
5.       The respective performance pledge was launched in January 2011.
6.       No applications or cases were received from till the end of that year.
7.       Due to factors such as insufficient manpower, documents submitted by applicants being incomplete, applicants failing 
          to meet the required technical specification and so on, the processing work took a longer time. The achievement rate
          was not satisfactory as a result. Despite this, the situation has improved in 2007.
 
 
Complaint Statistics
Year
Entities being complained (categorized by organization and nature)
Total
Cumulative
Total
AACM
Macau International Airport
Local Airlines
Foreign Airlines
Others (non-aviation entities)
Staff
Services / Facilities / Operations
Concession / Sub-concession
Ground Handler
Airport Security
Aircraft Fuel
Duty Free
Airport Restaurant
Airport Facilities
Airport Managements / Services / Operations
Aviation Safety
Aircraft noise
Environmental Pollution
Lost / Damaged of articles
Staff
Services / Facilities / Operation
Denied boarding
Flight Delay / Cancellation / Assistance and Compensation
Aviation Safety
Lost / Damaged of Articles
Staff
Services / Facilities / Operations
Denied boarding
Flight Delay / Cancellation / Assistance and Compensation
Aviation Safety
Lost / Damaged of Articles
Facilities / Services surrounding Airport
Immigration
2001
0
0
0
0
0
0
0
0
2
1
0
1
0
1
0
0
0
0
0
0
0
0
0
1
0
0
0
0
6
6
2002
1
0
0
0
0
0
1
0
0
0
0
1
0
1
0
1
0
0
0
0
0
0
0
0
0
0
0
0
5
11
2003
0
0
0
0
0
0
0
0
1
0
0
1
1
2
0
0
0
2
0
0
0
0
0
0
0
0
1
1
9
20
2004
0
1
0
2
2
0
0
0
0
0
1
1
0
2
1
3
0
1
1
0
0
1
0
0
0
0
0
0
16
36
2005
0
0
0
0
0
0
0
0
0
2
0
2
0
0
0
2
0
1
1
0
0
2
0
0
1
0
0
1
12
48
2006
1
3
0
0
2
0
0
0
0
1
0
1
0
0
0
1
0
1
0
1
2
4
2
0
0
1
0
0
20
68
2007
0
0
0
1
2
0
0
1
4
4
0
0
0
0
1
4
0
5
0
1
2
4
0
2
0
1
1
0
33
101
2008
0
0
0
2
7
0
1
0
2
10
0
0
0
0
1
7
1
13
0
0
0
4
0
4
0
1
1
1
55
156
2009
0
0
0
1
2
0
0
0
1
6
0
0
0
2
2
8
1
17
0
0
0
4
3
4
0
1
1
1
54
210
2010
1
0
0
6
0
0
0
0
1
0
0
0
0
1
1
7
3
9
0
0
4
2
2
6
1
2
0
0
46
256
2011
0
0
0
0
2
0
0
0
2
2
0
1
0
1
2
6
0
13
1
0
0
5
1
7
1
0
0
0
44
300
Total
3
4
0
12
17
0
2
1
13
26
1
8
1
10
8
39
5
62
3
2
8
26
8
24
3
6
4
4
300
 
 
2010 Customer Satisfaction Survey
For the purpose of assessing the development of the performance pledge and enhancing the quality of the service effectively in order to achieve continuous improvement. The Civil Aviation Authority of Macao SAR has conducted the customer satisfaction survey of 2010 for the following 2 services:
 

 

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