Fixing, replacing or ending a placement
When a placement is struggling, the order matters: talk to your helper first about the specific duties and routine, tell the agency early while things are still fixable, and write down what you agreed. If it still does not work, there are three routes: a replacement under your agency agreement, a transfer of the helper to a new employer under MOM’s procedures, or ending the employment, where MOM’s statutory refund protection can apply within the first six months. Which route fits depends on your agreement and the facts, so get every figure in writing before you choose.
Describe what was agreed, what is happening instead, and what you have already tried. We will set out the routes that genuinely apply to your case.
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By APEX Maids Agency Pte. Ltd. · MOM EA Licence 25C3180 · UEN 202547196H. Based in Jurong West and serving households across Singapore. Our website is apexmaids.sg and our phone is 8405 6661.
Most struggling placements in the first weeks are mismatches of expectation rather than ability: duties that were never written down, a routine that differs from the brief, or communication habits on both sides. Sit down with her, go through the written duty list from your agreement, and agree what changes. Give a changed routine one to two weeks before judging it. If the problem is a specific skill, say cooking a cuisine she has not cooked, decide whether it can be taught or whether it was a core requirement.
Do not wait until you have already decided to end the employment. An agency that hears about a problem early can mediate, re-brief the helper, or start preparing options. Our own employer agreement asks for at least seven working days’ notice before a helper’s service ends so that outstanding matters can be settled properly. Whichever agency you used, keep a simple written record: dates, what was agreed, what happened instead. Calm, specific notes make every later step easier, including writing a better brief for any replacement.
Where our own agreement’s schedules are involved, the figures come from your signed copy and itemised quotation; we will walk through them line by line rather than quote a universal number here.
MOM publishes guidance on resolving disputes with an MDW or an employment agency. Keep your written records, stay factual, and remember the helper’s salary and wellbeing obligations continue until the employment properly ends.
MOM requires agencies to refund at least 50% of service fees when its conditions are met, and says agencies should not set their own terms for employers to qualify. No agency agreement overrides that.
Questions
Often, partly. For contracts signed on or after 1 June 2022, MOM requires the agency to refund at least 50% of service fees if the employment is terminated within the first six months and MOM’s refund conditions are met. MOM lists the exceptions itself and says agencies should not add their own qualifying terms. Check MOM’s refund guidance and your agreement together.
Compare the actual numbers and your situation. A replacement uses your agreement’s terms and fees; a refund within the first six months is governed by MOM’s statutory requirement where its conditions are met. Ask the agency for both computations in writing before deciding.
She may transfer to a new employer under MOM’s procedures, either through an agency or directly, or return home. Our agreement provides a defined transfer window with food and lodging provided for under its terms. She must continue to be paid and housed properly until the employment properly ends.
Immediately, and in writing. Early, specific feedback gives the agency a chance to mediate or prepare options, and our agreement asks for at least seven working days’ notice before a helper’s service ends. Waiting until the situation has collapsed removes most of your options.
No. MOM’s dispute guidance sits alongside your contract. Keep records, stay factual, and use MOM’s published channels if you cannot resolve the matter with the agency directly.
Talk to us
Tell us what was agreed and what is happening. We will set out the replacement, transfer and refund routes that actually apply, with the figures in writing.
