5-Month MatchCare
Support continues after the helper arrives.
If a serious placement problem develops, MatchCare gives MMHelpers a structured way to understand the situation, support reasonable adjustment and determine the appropriate replacement outcome where necessary.
Employer and helper circumstances are both reviewed.
Original household expectations and agreed duties matter.
Learning difficulty is not automatically treated as refusal.
Replacement responsibility depends on why the placement ended.
MatchCare period
Post-arrival placement support
5
months
MatchCare is not simply an automatic exchange promise. Each serious placement issue is reviewed before the appropriate support or replacement category is applied.
How MatchCare works
Understand first. Decide second.
New placements can involve adjustment, different working styles and misunderstandings. MMHelpers reviews the circumstances before deciding whether the situation can improve or whether a replacement category should apply.
Hear both sides
We review the circumstances from both sides before deciding what happened.
Review what was agreed
Duties, workload, Household Assessment information and significant changes after deployment are considered.
Try reasonable resolution
Where suitable, expectations can be clarified and reasonable teaching or adjustment time considered.
If something goes wrong
A placement concern becomes a review process.
The objective is to move from an initial concern to a clearer, documented understanding of the situation before deciding what happens next.
Tell us early
Contact MMHelpers when a serious placement difficulty starts so the situation can be reviewed before both sides have already decided the placement must end.
Hear both sides
We speak with the employer and helper separately to understand the concern from both perspectives.
Review expectations
We review the Household Assessment, duties explained before deployment and what the helper understood and accepted.
Support reasonable adjustment
Where appropriate, expectations are clarified and reasonable teaching, coaching or adjustment time is considered.
Decide the category
If the placement still cannot reasonably continue, MMHelpers reviews which MatchCare category applies.
Replacement if necessary
Replacement terms are then applied according to why the placement ended rather than treating every change the same way.
Replacement outcomes
Not every replacement is treated the same way.
The replacement arrangement depends on why the placement can no longer continue.
MMHelpers takes the larger share
Both sides made reasonable efforts, but the working relationship still cannot reasonably continue.
Employer
S$750
MMHelpers
S$1,000
Total standard replacement deployment burden: S$1,750.
The employer contributes S$750 (S$500 × 1.5 months); MMHelpers absorbs S$1,000. These amounts use the fixed reference, not the helper's salary.
Up to 2 qualifying genuine-mismatch replacements within the 5-month MatchCare period, starting on the original helper's arrival date. A replacement does not restart or extend that period.
Free replacement or remaining-loan refund
After a qualifying helper-fault review, choose a replacement without an additional deployment fee or, if you do not need another helper, a refund of the remaining unrecovered placement-loan balance.
Quits without a valid reason.
Repeatedly refuses clearly agreed core duties.
Repeatedly refuses to learn or follow reasonable instructions.
Theft, serious dishonesty or serious misconduct.
The helper bears the full standard S$1,750 loan burden under the agreed terms and applicable law. Repayments already made count toward that total; this is not an additional S$1,750 charge. Valid reasons for leaving and both parties' accounts are considered before helper fault is established.
S$1,750 for a new deployment
Personal preference, moving abroad, no longer needing a helper or ending employment without a qualifying placement issue does not qualify for a free replacement. If another helper is requested, the full standard S$1,750 applies to the new deployment. Original loan settlement, where no replacement is requested, follows the written case agreement.
Minor issues or personal preference.
Moving abroad or no longer needing a helper.
Employer simply wants to change helpers.
Materially changed household expectations may also be considered during review.
Important distinction
“Cannot do yet” is not the same as “will not do”.
This distinction matters when reviewing performance during the early adjustment period.
Needs more time or teaching
The helper is making an effort but still needs repetition, guidance or time to understand the household's preferred method.
Needs instructions repeated.
Makes mistakes while learning.
English is still improving.
Needs time with a new household routine.
Usually suitable for coaching and reasonable adjustment.
Understands but repeatedly refuses
The helper understands a reasonable agreed responsibility but repeatedly refuses to cooperate or make a genuine effort.
Refuses an agreed core duty.
Repeatedly ignores reasonable guidance.
Refuses to learn after coaching.
Shows no reasonable effort to improve.
May qualify as helper-side responsibility depending on the full circumstances.
Households can change
New responsibilities need communication and adjustment.
A baby may arrive, an elderly parent may need more assistance, another family member may move in, or household routines may naturally change.
If the change significantly increases duties or workload, the new responsibilities should be explained clearly and reasonable guidance and adjustment time provided.
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Core principle
A helper is not automatically responsible for a mismatch simply because she cannot immediately manage significant new duties that were not part of the original agreed expectations.
How MMHelpers decides
We review the placement in context.
A MatchCare category is based on the available information before and during the placement, not one isolated complaint.
Before deployment
Original Household Assessment
Duties explained before deployment
What the helper understood and accepted
During placement
Changes after deployment
Employer and helper communication
Teaching and coaching already provided
Whether reasonable adjustment time was given
Behaviour & circumstances
Helper effort to learn and improve
Serious misconduct or safety concerns
Overall circumstances of the placement
Singapore costs and outstanding loans
Singapore-side insurance, SIP, MOM fees, medical costs and return flights remain the employer's responsibility. In a reviewed helper-fault case, insurance-loss reimbursement may be available; any insurer refund is taken into account and the arrangement is confirmed in writing.
A helper-fault refund covers the original placement loan paid less repayments already recovered. For example, S$1,750 less S$500 recovered leaves S$1,250 to refund. Choose either a replacement or this refund for the same case. Salary already earned is not refundable. Loan settlement must follow the agreed terms and applicable law, without unlawful salary deductions or withholding.
Read the full Terms of ServiceProtection with a review process behind it.
MatchCare gives employers and helpers a structured way to deal with serious placement problems while keeping replacement responsibility tied to the actual circumstances.
5
months of MatchCare
2
qualifying genuine-mismatch replacements
case review before category is assigned
Need clarification?
Understand MatchCare before deployment.
If you want to understand how a particular situation would be reviewed, speak with MMHelpers before proceeding.