The agency fee is significant. The two-year commitment is real. And a bad placement costs far more — in time, money, and disruption — than careful due diligence upfront. Whether you're in Klang, Shah Alam, Subang Jaya, or anywhere across the Klang Valley, these 10 questions separate agencies that will genuinely serve your family from those that will not.
Why This Checklist Matters
Most families evaluate maid agencies on price and word of mouth. Price tells you very little about what you'll actually receive - and personal recommendations, while helpful, rarely cover the specific situations that matter most to your household.
A licensed agency with a structured matching process and strong post-placement support will produce a better outcome than one that processes high volumes efficiently but poorly. The questions below are designed to reveal which type you're dealing with - before you commit.
The 10 Questions
JTKSM (Jabatan Tenaga Kerja Semenanjung Malaysia) licensing is a legal requirement for any employment agency operating in Malaysia under the Employment Agencies Act 1976. Operating without a license - or using an unlicensed agent - is a criminal offence for both the agency and the employer. Ask for the license number and verify it directly with the JTKSM portal.
If you plan to hire from Indonesia or the Philippines, the agency must hold accreditation from the respective embassy. Without this, they cannot legally source helpers from those countries - meaning any candidate they present was not properly cleared by the source country. Both the Embassy of the Philippines and the Embassy of Indonesia maintain public lists of accredited agencies.
A transparent agency gives you an itemised breakdown: candidate sourcing, documentation, PLKS permit processing, FOMEMA coordination, airport transfer, and so on. If they give you a single number without a breakdown, that's a signal worth noting. See our 2026 maid agency cost guide to understand what legitimate fees typically cover and what the government levies are separately.
The PLKS (Pas Lawatan Kerja Sementara) is the work permit that legally authorises a domestic helper to work in Malaysia. It is a mandatory step - and processing it is one of the core functions of a licensed maid agency. An agency that tells you to manage this yourself is either unlicensed or offloading a core obligation. See our full PLKS guide for what the process involves.
Ask specifically: what documents are verified, how work history is confirmed, whether references from previous employers are checked, and how experience claims (eldercare, infant care, etc.) are validated. The answer reveals whether vetting is substantive or merely a paper exercise. For eldercare placements especially, verification of prior experience is not optional.
An agency that sends biodata before understanding your household has not done any real matching. Effective matching requires knowing your specific requirements: language needs, care needs (if elderly or young children are involved), household routine, and what has or hasn't worked before. This is especially critical for eldercare - see our eldercare placement guide for why.
Ask specifically: what triggers a free replacement versus a paid one, how long the replacement guarantee period is, and what happens if the helper leaves for a reason not covered by the guarantee. Get the replacement policy in writing before signing. The terms vary significantly between agencies - understanding this upfront prevents disputes later.
The first 90 days carry the highest risk of a placement breaking down - for both the family and the helper. A good agency provides proactive check-ins, a direct contact person (not a general hotline), and practical guidance when issues arise. Ask how quickly they respond, and whether your case is managed by a consistent person or a call centre rotation.
SOCSO registration has been mandatory for all domestic helper employers in Malaysia since 2023. A JTKSM-licensed agency should advise you on this during onboarding and help you register correctly. The employment contract must be written and signed by both parties - it is a legal requirement, not a formality. See our complete guide to your legal obligations as an employer.
A reputable agency should be willing and able to connect you with past clients who had a successful placement. For eldercare placements, asking to speak with a family who went through a similar process is entirely reasonable. Reluctance to provide references - or offers of generic testimonials without the ability to speak directly to a real client - is worth noting.
Green Flags and Red Flags at a Glance
After your initial conversation with an agency, score their answers against these patterns:
Signals of a reputable agency:
- Provides JTKSM license number without hesitation
- Asks about your family's specific needs before showing candidates
- Gives an itemised fee breakdown
- Mentions SOCSO registration before you ask
- Has a named consultant - not a generic call centre - managing your case
- Can explain specifically why a candidate suits your household
Signals to investigate further:
- Sends biodata before any family assessment
- Cannot explain their matching process in concrete terms
- Offers a "zero fee" with no clear explanation of how they operate
- Replacement guarantee framed as their main value proposition
- Cannot provide direct client references
- Post-placement support consists only of a WhatsApp number
Frequently Asked Questions
JTKSM is the Jabatan Tenaga Kerja Semenanjung Malaysia (Department of Labour Peninsular Malaysia). All licensed employment agencies must hold a JTKSM license under the Employment Agencies Act 1976. You can verify a license number directly with the Department of Labour's office or portal.
Not automatically. Agency operations have real costs - recruitment, vetting, documentation, and staff. A zero-fee model recovers those costs elsewhere: often through higher deductions from the helper's salary, lower investment in candidate vetting, or volume-driven recruitment where quality suffers. Ask exactly how the model works before assuming it's the better deal. See our cost guide for more on this.
Replacement guarantees typically range from 3 to 12 months. The length matters less than the trigger conditions - what specifically qualifies for a free replacement, and what costs the employer bears. For eldercare placements, the more important goal is getting the match right the first time, not having a warranty for when it goes wrong.
No. Under Malaysian law, hiring a foreign domestic helper without a JTKSM-licensed agency is illegal and carries fines of up to RM10,000 and potential imprisonment. See our full guide on why a licensed agency is compulsory.