A terrifying incident occurred recently in Shanghai when an 8-month-old baby girl nearly suffocated in her sleep and had to be rushed to the ICU. Surveillance footage showed the infant rolling onto her stomach during the night and remaining in that position for two hours, crying for help multiple times while the nanny slept soundly beside her, completely unaware. The situation was only discovered when the blood oxygen monitor alarm sounded.
The baby was diagnosed with severe pneumonia after being hospitalized and required over a month of treatment, with medical expenses totaling 120,000 yuan. The parents had specifically paid more than 50,000 yuan for "professional care" from an agency due to the baby's pre-existing lung condition. However, the nanny was not only negligent—constantly using her phone—but also allegedly slapped the baby's chest, causing prolonged crying, and was even seen attempting to strike the infant's face.
Heartbroken by their daughter's ordeal, the parents demanded a refund of the remaining 40,000 yuan in service fees and compensation of 120,000 yuan for medical expenses. The agency flatly refused, with its representative denying any wrongdoing and stating they would not provide any compensation.
In recent years, "professional misconduct" and "safety hazards" in domestic childcare services have become a growing concern. Similar distressing cases frequently appear on consumer complaint platforms.
One such complaint involved a family who booked a nanny service through an online platform. The nanny was found sleeping soundly and snoring loudly while caring for the baby on her first day. Later that night, she improperly rinsed the newborn under a running tap and carried the unclothed infant into an air-conditioned room. After feeding, the week-old baby, who normally woke every two hours, fell into an unusually deep sleep and could not be roused for hours, requiring emergency hospitalization. The parents later discovered used ibuprofen pills in the nanny's bag.
The complainant provided detailed evidence, including service timelines, photos of the medication, order and refund screenshots, and full communication records with customer service. The case resulted in a full refund of 5,000 yuan.
**Three Essential Steps for Choosing Reliable Childcare Services:** 1. **Verify Credentials and Reputation** - Check certification authenticity through official channels. - Request recent health reports, focusing on contagious diseases or sleep apnea. - Conduct background checks for criminal records or financial disputes. - Research online reviews using keywords like "agency name + complaint." - Conduct in-person interviews to assess communication and emergency response skills.
2. **Clarify Contract Terms** - Specify daily routines, rest periods, and phone usage rules. - Define immediate termination conditions (e.g., smoking, alcohol, abuse). - Avoid vague compensation clauses; detail medical, lost income, and legal fee coverage.
3. **Implement Monitoring Mechanisms** - Install audio-visual monitors in common areas with written consent. - Maintain a daily log co-signed by parents and caregivers. - Schedule weekly feedback sessions with the agency.
**Four Steps to Hold Negligent Caregivers Accountable:** 1. **Preserve Evidence Within 24 Hours** - Save unedited surveillance footage and photograph injuries/abnormalities. - Back up chat logs, payment receipts, and service agreements. - Obtain medical reports linking injuries to caregiver actions.
2. **Lodge Complaints Across Platforms** - File detailed complaints on consumer rights platforms. - Report to market supervision (12315) and labor authorities (12333). - Contact police if abuse or illegal drug use is suspected.
3. **Pursue Civil Compensation** - Claim medical, nursing, and travel expenses under civil law. - Demand punitive damages for fraudulent or defective services.
4. **Initiate Criminal Proceedings** - Submit evidence to police for investigation if abuse meets legal criteria.