On A Mission Against Scams in Malaysia
On A Mission Against
Scams in Malaysia
As Malaysian society embraces new opportunities brought about by technology advances, the urgency to protect consumers from sophisticated online scams becomes even more critical. As Telenor marks 25 years in Malaysia, we speak with Philip Ling, Head of Sustainability at CelcomDigi, a Telenor associated company, who has been working tirelessly to equip and protect Malaysians from online harms.
As millions in Malaysia have reaped the benefits of connectivity, one of the dark sides of the digital age is the alarming rise in voice and online scams. From 2021 to April 2024, a total of RM3.18 billion has been lost to online scams involving more than 95,800 victims [1].
Scammers, often equipped with understanding of law enforcement procedures and financial payment processes, are adept at targeting victims, exploiting their personal data, emotions and vulnerabilities. Victims, from all layers of society often shy away from reporting their incidents as they fear the stigma associated with being scammed and believe their money is irretrievable. This silence allows scammers to thrive, as public awareness and safety tips struggle to keep pace with the sophistication of these scams.
CelcomDigi is tackling the issue of rising scams head on. Under the leadership of Philip Ling, Head of Sustainability, the company is raising scam awareness and enhancing online safety. A veteran of 15 years in sustainability and online safety, Philip is passionate and dedicated to advancing online safety among CelcomDigi customers. We speak to him to find out more about developments in CelcomDigi’s efforts and successes in combating voice and online scams.
“Sophisticated online and voice scams are a significant concern in Malaysia, especially for vulnerable communities. As we raise awareness and educate our customers, we put in additional efforts to be inclusive and to protect marginalised communities, fulfilling our commitment to the U.N. Sustainable Development Goals to reduce inequalities,” Philip says.
Joining forces to make a difference
As Malaysia moves into the 5G era, the call to fight scams becomes even more urgent. Enhanced speed and connectivity expands the attack surface for cybercriminals, while AI enables scammers to impersonate trusted entities and automate fraudulent activities, making it easier to execute scams at scale. As these technologies evolve, traditional fraud detection methods do not always work, posing new challenges for cybersecurity and online safety.
To combat the evolving landscape of scams, CelcomDigi launched its annual National Scam Awareness Survey in 2024 raising awareness among citizens and providing vital data and insights for stakeholders to devise targeted strategies to prevent scams. This initiative builds on CelcomDigi’s extensive experience in online safety, through its S.A.F.E. Internet programme.
CelcomDigi is also a founding member of the National Anti-Scam Action Coalition, which includes Cybersecurity Malaysia and the Malaysian Crime Prevention Foundation and is backed by Malaysia’s Ministry of Communications[2].
The Coalition, which comprises 15 member organisations such as government agencies, law enforcement, academic institutions, NGOs and companies, aims to enhance public knowledge about scam awareness, prevention and reporting. Nationwide tours have been organised and coordinated by the three founding member companies on the dangers and mechanics of voice and online scams. These roadshows have provided invaluable insights into how scammers operate, revealing that investment scams are now merged with love scams targeting affluent individuals, while job scams combined with mule account scams prey on those in the lower income or rural areas.
“I am proud that CelcomDigi plays a central role in uniting efforts by various industry players through the Coalition, ensuring customers benefit from integrated measures. We bring stories to life during these events, showing scam victims that they too can become survivors and advocates for scam awareness,” Philip adds.
No free gifts please
Scammers often exploit personal data leaks to initiate their schemes. Companies must prioritise the protection of customer data and strengthen internal processes.
“At CelcomDigi, we align our data privacy practices across the organisation, ensuring all employees understand policies and best practices for safeguarding personal information in everything they do,” Philip explains. This commitment extends to suppliers and partners. “We really want trust to be central to everything CelcomDigi does.”
The public can also play a crucial role in reducing scams by changing their behaviours. “Through our campaigns, we educate people on the importance of protecting their personal data. By declining to exchange personal information for free gifts or discount coupons, as one example, Malaysians can significantly reduce personal data risk,” Philip warns.
Consumers should be proactive in understanding their data risks when engaging with service providers. “When seeking services, choose providers that clearly communicate how they use your data and their policies on data deletion,” he advises. “CelcomDigi, for instance, has created an infographic to easily explain our privacy notices to ensure customers understand how their data is handled.”
Looking ahead, Philip hopes for increased resources to enhance scam prevention measures. “More resources such as AI enabled solutions could help us better identify scam attacks and in a faster timeframe to provide timely warning and intervention to our customers in the age of digital-everything,” he says.
“Hearing successful preventive measures undertaken by individuals who avoided scams due to our educational initiatives brings me immense satisfaction. After 15 years of promoting online safety, these stories still give me joy.”
[1] Source: https://www.nst.com.my/business/economy/2024/08/1090337/rm32b-lost-online-scams-between-2021-and-april-2024-gobind
[2] Source: https://www.komunikasi.gov.my/en/public/news/24717-cyber-crimes-always-be-sceptical-when-receiving-information-fahmi