Public Services and Organizational Performance Appraisal System

Public Services and Organizational Performance Appraisal System is a quality management system monitoring the continuous improvement in provision of public services. To exercise a close supervision over service quality, all participating entities are subject to re-assessment by the Public Administration and Civil Service Bureau (SAFP) every 2 year. UTM joined this programme in 2008, and has been accredited ever since.

The UTM units that have joined the Public Services and Organizational Performance Appraisal System include: Pedagogic Affairs Department, Library, Educational Hotel, Educational Restaurant and Public Relations Team.

For service transparency, several reports are published on UTM website ( on a yearly basis, for public awareness and information: 1) Report of the Handling of Suggestions/Complaints/Objections, 2) User Satisfaction Survey Report and 3) Report of Target Implementation.

As always, UTM will keep up to strive for service excellence.

Service Items & Service Quality Standard
Report of User Satisfaction Survey
Report of Handling Suggestions, Complaints & Objections
Report of Target Implementation
Certificate of Recognition of the UTM

Suggestions and Comments

We welcome any valuable suggestions, comments or complaints on our courses or services provided. Kindly forward them via one of the following channels:

Macao University of Tourism
Colina de Mong-Há
Macao, China
(853)8598 3023/8598 3143 
(853)2852 1694
On-Line Form
Click here

For more updated UTM development and news, please browse our website at:


  • According to Item 3 of Article 21 of Decree Law no. 5/98/M, we will handle your case and give reply to you within 45 days, counting from the day of receiving your complaints or objections. If a longer period is needed, reasons will be given and an estimated reply date will be notified.
  • According to Article 21 of the above Decree Law, anonymous suggestions / complaints / objections can be ignored.