The Consumer Council has called for domestic helper employment agencies to step up their gatekeeping role, as complaints over hiring disputes – including repeated no-shows and mismatched language abilities – have been mounting.

The council receives more than 100 such complaints annually, and on Tuesday it urged agencies to improve communication and vetting processes for both employers and helpers.

While helpers provide valuable support to many households, the council noted that complex hiring procedures often push consumers to turn to agencies – a step that sometimes ends in frustration.

In one case, a complainant paid HK$16,500 after confirming a helper through a video interview. Days later, the agency said it had lost contact with the candidate. When the customer asked for a refund, the agency refused, citing a clause that no money would be returned if a helper backed out. Only after mediation did the agency agree to a full refund.

Another employer waited five months and paid a service fee of HK$14,800, only to have two consecutive helpers withdraw before starting work. The agency initially rejected a refund request, but following council intervention, it agreed to return half the service fee.

A third case involved an agency that assured an employer a helper could communicate in English, despite the employer’s concerns during the interview. Once the helper started work, even simple instructions proved impossible to understand. The agency ultimately offered one free replacement.

Alaina Shum, the council's chief executive, urged agencies to verify helper information thoroughly, explain contract terms clearly before collecting fees and provide timely updates or refunds when hires fall through.

"Employment agencies should clearly explain the scope of the services and the relevant terms and conditions to consumers, including the refund policies, arrangements for replacing the helpers, and details of charges before accepting the payment," she said.

"As a bridge between prospective employers and foreign domestic helpers, both parties rely on the information provided by the employment agencies, and agencies should act as gatekeepers to ensure the accuracy of information."

Consumers, for their part, should read contracts carefully – noting that payment may imply acceptance even without a signed agreement – and keep records of all communication.

"Consumers should properly retain all the important information contained throughout the recruitment process, such as the helper's particulars, resume, and descriptions of abilities, employment arrangement, estimated arrival time in Hong Kong and all the transaction documents as supporting records," Shum said.



Edited by Thomas McAlinden