MaidProvider.ph Weekly Transparency Report
An honest accounting of our work—what succeeded, what failed, and how we're improving
Week ending December 5, 2025
This Week's Overview
Our teams processed 10 requests for household professional replacements and completed 12 successful placements. We issued six refunds, including two cases where we failed to fulfill our commitment to place a household professional, and one discretionary refund we granted on principle despite falling outside our standard policy.
Three clients who initially requested refunds chose to continue working with us after we identified better-matched candidates.
Service inquiries increased 50 percent this week—a development we attribute to strengthened trust through improved transparency and communication practices.
Success metric: 87% of our placements this week succeeded without requiring replacement, reflecting improved compatibility matching.
The leading cause of placements ending prematurely remained compatibility challenges, prompting us to redesign our feedback collection process.
This Week's Success Story
Mrs. Santos from Makati had gone through three helpers from other agencies in six months—all ended within weeks due to personality conflicts. After our new compatibility assessment, we matched her with a household professional who shared her preference for structured routines and clear communication. Two months in, Mrs. Santos reports this is "the first time in years I don't feel anxious leaving my children at home." This is why we ask deeper questions.
Strengthening Our Matching Process
We now gather detailed information about compatibility concerns:
Specific skills or tasks requiring additional support
Interpersonal dynamics that didn't align
Communication approaches that differed from household needs
Cultural or lifestyle fit considerations
This deeper understanding serves everyone involved. When we ask better questions, we create more sustainable, mutually respectful working relationships between families and household professionals.
Learn more about our screening process and psychological assessments through Manila Doctors Hospital.
Operational Challenges and Our Response
1. Recruitment: Access Barriers and Timing
We experienced higher than anticipated walk-in volume this week. Many candidates exceeded the age parameters for available positions. We explained eligibility requirements respectfully and, where possible, suggested alternative pathways.
As year-end holidays approach, more candidates indicated they would prefer to begin work in January. We honored these preferences and scheduled follow-up conversations for early next year.
Candidates traveling from distant locations faced transportation cost challenges or uncertainty about processing timelines.
Our response:
Provided clearer guidance about our process and timelines
Offered flexible scheduling options
Communicated honestly about the limitations of what we can provide for travel support
Current timeline: From initial screening to placement-ready status typically takes 7-10 business days. After our system upgrade (expected completion: early January), we anticipate reducing this to 5-7 business days.
2. Human Resources: Digital Infrastructure Dependencies
Our HR team navigated several operational constraints this week as we scale our DOLE-compliant processes.
Some candidates arrived late to psychological assessment appointments due to navigation difficulties. Others lacked email addresses, which delayed national background clearance applications.
A structural evolution: Operating with modern, cashless transactions means clearance processing depends on timely digital fund releases—a more secure, auditable system than the industry standard of cash handling, though it introduces new coordination requirements as we scale.
Additional complications included banking system outages affecting LandBank and GCash, delayed funding approvals, candidates without identification photographs, and growing demand on our processing capacity.
Our response:
Creating email accounts for candidates → This ensures that when a household professional arrives at your home, their NBI and police clearances are already complete or well underway, reducing your wait time
Following up persistently on funding releases to prevent clearance delays
Communicating delays transparently so you know exactly where your placement stands
Requesting additional resources for identification photography
Working through system outages without letting your placement fall through the cracks
Providing individualized guidance to candidates unfamiliar with digital processes
Adding HR support capacity in Q1 2026 to handle increased volume
Backup plan: We cross-train team members across departments. If our primary HR processor is unavailable, our operations manager and recruitment lead can maintain clearance workflows without interruption.
3. Logistics: Traffic Impact and Scheduling
Severe traffic conditions affected our ability to maintain scheduled arrival times. Afternoon deployments to provincial locations resulted in team members returning extremely late—sometimes well past normal working hours.
Our response:
Communicated transparently with families about delays as they happened
Requested earlier departure times for provincial placements to protect both punctuality and our team members' wellbeing
For you, this means: More reliable arrival windows and less disruption to your household schedule
New protocol starting next week: All provincial deployments will be scheduled for morning departures, with arrival windows communicated 24 hours in advance.
4. Client Services: An Incident Requiring Immediate Response
A client treated one of our care team members—a proud member of the LGBTQ+ community—with disrespectful language.
We responded immediately: providing emotional support and management backing to our team member, and communicating clearly to the client that such conduct violates our standards.
Our position is unambiguous: every person working with or for MaidProvider.ph—whether internal staff or household professional—deserves to be treated with dignity. This principle is non-negotiable and foundational to our work.
This commitment is part of our Human+ Advocacy, which extends dignity protections to all workers regardless of age, identity, religion, or background.
5. Sales and Client Relations: Pricing Clarity and Communication Timeliness
Some clients expressed frustration that service fee adjustments felt unclear or were communicated inconsistently. We take this feedback seriously.
What happened: In a few cases, pricing information varied between initial inquiry and final quotation due to internal approval timing and role complexity assessments not being synchronized.
What we're fixing: We are implementing more stable pricing frameworks and strengthening internal approval processes to ensure consistency in how fees are explained.
What this means for you:
Clearer pricing information upfront, with all variables explained during first contact
Fewer surprises between inquiry and contract
More consistent explanations across our entire team
Transparent pricing structure available on our Human+ page
Other clients noted that status updates were sometimes slower than expected or inconsistent in frequency.
Our response:
Reinforced our standards for proactive communication
Improved coordination systems for replacement requests
Established 48-hour maximum response time for all client inquiries
For you, this means: You shouldn't have to chase us for updates—we'll reach out first
6. Professional Development: Documentation and Standards Support
Candidates sometimes struggled to recall complete employment histories or complete written documentation independently. We worked patiently to reconstruct work timelines and provided writing assistance where needed.
Limited availability of devices for Department of Labor reporting created logistical constraints.
Our response:
Coordinated shared laptop access to keep processing moving
Continued providing coaching on professional conduct based on employer feedback
Patiently reconstructed work histories with candidates
Filled out forms for those who cannot write well
Re-taught professionalism based on real employer feedback
For you, this means: The household professional who arrives has been properly documented and coached on professional standards
Learn more about our commitment to fair wages and our 2026 salary guide (₱12K+ vs. industry average of ₱5-8K).
Systems Investment and Organizational Development
We provided new equipment this week: two laptops and two mobile phones. These tools enable our HR team to accelerate clearance processing, help recruitment manage candidate flow more effectively, and improve client services team responsiveness.
We are integrating a comprehensive system upgrade, expected to be fully operational by early January 2026. This upgrade will:
Improve internal tracking so nothing falls through the cracks
Clarify communication pathways between departments
Streamline clearance and funding workflows
Reduce processing delays for both replacements and refunds—meaning faster service for you
This is part of our commitment to scaling ethically—investing in systems that protect both client experience and worker dignity as we grow.
Some team members, accustomed to existing systems, are navigating this transition with patience. We are providing step-by-step training designed to support adaptation rather than force compliance with new processes.
This week, we integrated ChatGPT Business into our operations to: enhance communication clarity, accelerate response times, reduce administrative writing burden, provide real-time support for complex situations, and assist team members who benefit from guidance on language, tone, or structure.
What this means for you: Clearer, faster responses when you reach out to us, and better-written communications that respect your time.
A Growing Community of Household Professionals
We are grateful for every household professional under our care—from Luzon, Visayas, and Mindanao, from different ages, identities, religions, and backgrounds.
Your diversity is our strength. Your stories fuel our empathy. Your challenges remind us why fairness matters. And your courage is what makes MaidProvider.ph the most human domestic work organization in the Philippines.
We've served over 80,000 families since 2009, operating from the same Pasay City location with continuous DOLE licensing M-24-04-034 (verify our license here)—proof that ethical practices and business sustainability go hand in hand.
Our Financial Decision-Making This Week
Six refunds processed. Twelve successful replacement placements. Three client relationships preserved through improved matching. One exception to standard refund policy, granted on principle.
When we make mistakes, we acknowledge them and make them right.
This is not standard practice in Philippine domestic staffing. We know most agencies make refunds nearly impossible. We believe fairness builds longer-term trust than perfect win rates.
Looking Ahead: Week of December 9, 2025
Next week, we are focusing on:
Refining compatibility assessment methods → Better first matches, fewer replacements needed
Establishing clearer, more stable service fee communication → Consistent pricing from first contact
Accelerating digital funding workflows → Faster clearances, shorter wait times
Implementing earlier deployment schedules → Morning provincial departures for reliable arrivals
Continuing patient system transition training → Smoother internal operations
Deepening our use of new communication tools → Faster, clearer responses
Protecting the dignity of all workers → Especially those from marginalized communities
Adding HR processing capacity → Ensuring no single point of failure
Why We Publish These Reports
Most agencies in our industry hide problems, blame workers when placements fail, and make refunds nearly impossible.
We believe transparency builds trust. We believe accountability drives improvement. And we believe clients deserve to know exactly how their household staffing agency operates—especially in an industry where exploitation is normalized.
This is our 16th year of operation. We are not perfect. But we improve quickly, operate ethically, and lead with honesty in an industry that often falls short of these standards.
MaidProvider.ph
Elevating household work through dignity, fairness, and accountability
Read more transparency reports: MaidProvider.ph/transparency-report
Questions about this report? Contact our care team
DOLE Licensed: M-24-04-034 (verify here) | Operating since 2009 | Location: Pasay City, Metro Manila