"MOM feedback" covers several different things: telling MOM about your own helper, complaining about an employment agency, or asking for help with a dispute. Each one goes through a different channel. This guide explains which to use, what happens next, and what you must not do while a problem is being resolved. If you are looking for a new helper afterwards, you can compare licensed maid agencies and their biodata on SmartMaid.
Giving feedback on your helper
MOM's "Provide feedback on your MDW" form, listed on its notify-MOM page for Work Permits, is only for employers of migrant domestic workers and their family members. You can use it to:
- Agree to be a referee and share your contact details and feedback on her conduct, character and work.
- Withdraw your consent to be a referee.
- Report that she borrowed from unlicensed moneylenders, attaching a copy of the police report.
If you agree to be a referee, MOM tells prospective employers or agencies that you are willing to give feedback, and your contact details are shared for enquiries about her. MOM still processes a new employer's application if they decide to hire her, and helpers face employment bans only if convicted of criminal offences. Future employers can also check her employment history; see how to check an FDW's employment history.
Giving feedback on an employment agency
- Service disputes: start with the agency's dispute resolution process, which it must disclose to you. If a dispute over your service agreement cannot be settled through mediation, MOM suggests considering the Small Claims Tribunals.
- Possible breaches of the rules: use MOM's online feedback form or its "Report an infringement" eService, under infringements related to employment agencies. Examples include charging a helper more than the legal fee cap, or refusing a refund you are entitled to. Our guide to maid agency fees explains both rules.
- Confidentiality: MOM says it keeps your identity and information confidential. You can stay anonymous to the agency, but you need to identify yourself to MOM so it can follow up.
MOM asks you to report an infringement only when you are certain a violation has happened. Before you report, gather your service agreement, receipts and messages.
Getting help with a dispute with your helper
MOM's guidance is to try to resolve misunderstandings with your helper first, then involve your agency if you used one. If that does not work:
- Centre for Domestic Employees (CDE): employment advice, counselling and mediation for both employers and helpers. Its 24-hour helpline is 1800 2255 233 (1800-CALL-CDE).
- Association of Employment Agencies (Singapore): listed by MOM for dispute resolution and mediation, at 6836 2618.
- Police: report suspected crimes to the police, and call 999 in an emergency.
The MDW Helpline (1800 339 5505) is strictly for helpers in distress. Employers should use the channels above or MOM's general enquiry options.
For day-to-day problems such as a helper refusing tasks, see how to handle a stubborn maid.
What you must not do
- Do not punish her yourself, even if you suspect wrongdoing. MOM says criminal matters must be reported to the authorities.
- Do not hold back her salary or rest days as a penalty.
- Do not use her documents to stop her leaving. For Filipino helpers, Philippine rules require the passport to stay with her.
If the employment is ending
If you decide to end the employment, cancel her Work Permit properly and settle her final salary and ticket home. Our Work Permit cancellation checklist covers each step. If she wants to work for another employer instead, see when your helper wants to transfer.
FAQ
Will my feedback stop my helper from working in Singapore again?
Generally not. Feedback lets future employers contact you, and MOM still processes their application if they choose to hire her. Employment bans apply only after criminal convictions.
Will the agency know I complained?
You can ask MOM to keep your identity confidential from the party you report. You still need to give MOM your details so it can clarify the information.
Who can I call for advice as an employer?
The Centre for Domestic Employees runs a 24-hour helpline at 1800 2255 233 for employment-related advice and mediation.
Can I give feedback on a helper I employed years ago?
MOM's form is for employers of migrant domestic workers and their family members. Check the form's current eligibility on MOM's website before you submit.
Confirm the latest forms on MOM's notify MOM of changes and report an infringement pages.
