Cambodian maid fee hike [in Malaysia]

Agency clarifies increase 'too significant' for them to absorb'

Monday, April 25th, 2011
T.K. LETCHUMY TAMBOO
NURUL HUDA JAMALUDDIN
IKRAM ISMAIL
The Malay Mail

STEPHANIE WONG from Puchong is frustrated with the service shown by a local maid agency, Agensi Pekerjaan Setiakarib, particularly after paying a RM2,000 deposit last December for a Cambodian maid.

"The agency said the process would be completed by March 2, so I waited for two-and-a-half months. But on March 7, the agency said I have to pay another RM1,600 on top of the paid deposit. They said this was because the Cambodian agency increased their fee.

"I was extremely annoyed at that time, so I hung up," she tells Hotline.

Despite that, on March 22, STEPHANIE went to the maid agency. She negotiated with them by offering to pay RM800, half the amount, but was shot down.

"They didn't agree. When I enquired on the status of the maid, they said the one I had selected had been taken by another employer, as they assumed I had rejected the request. They also said they will give me a full refund," she says.

"How can they redirect the maid to another employer when I haven't officially cancelled my request?"

STEPHANIE says she is angry with the way the agency had managed the situation.

"I have yet to collect my refund even though I know it's ready for collection. This is because I don't want them to get an impression that I have given my consent to close this matter," she says.

STEPHANIE wants a clarification from the maid agency.

● AGENSI PEKERJAAN SETIAKARIB SDN BHD manager Evon Ting says: "We wish to explain the application for a Cambodian maid.

"Firstly, only after selection of biodata, deposit collection and obtaining complete documents from the employer and the maid, that the application is forwarded to the Immigration Department. Our sales personnel had explained this to the employer accordingly.

"Secondly, the RM1,600 fee increase was informed to us by the Cambodia recruiter and this is beyond our control. If the increase was only RM100 or RM200, our company would have absorbed it but the amount is quite significant. When our sales personnel called to inform and explain to the employer, the employer hung up. We presumed the employer disagreed with the fee and did not wish to proceed with the application.

"We were prepared to fully refund the fee to the employer. We could not wait too long to process the application because at that time, the maid's documents were complete and the application has to be prepared as soon as possible. This is because the Cambodian agent might cancel the maid as the maid had also waited for a long time to get her passport. As such, we had no choice but to find the maid a new employer whose application could be processed immediately.

"Finally, the employer's cheque for a full refund is ready for collection. We'd appreciate it if the employer can come to our office to collect the refund and settle the matter.

"We take this opportunity to thank the customer and regret the inconvenience caused to her."

When contacted, STEPHANIE says she is upset with the way the agency handled the situation.

"I feel cheated. If their Cambodian counterpart decided to increase the fee, the local agency should have stuck with the original price. They only told me of the increase after I signed the deposit contract. Instead of putting this new fee into implementation immediately, they should have implemented it for the new batch of employers who needed a Cambodian maid. The agency should have negotiated this with their Cambodian counterpart.

"Now, I have to apply for another maid in a new agency and have to wait again. It is such a waste of time."