2025年东盟消费者欺诈报告：受害者增加，防御系统承压

ASEAN Consumer Scam Report 2025:Victims Rising, Defences Under Strain Authors The GSMAis a global organisation unifying themobile ecosystem to discover, develop and deliverinnovation foundational to positive businessenvironments and societal change. Our vision is tounlock the full power of connectivity so that people,industry and society thrive. Representing mobileoperators and organisations across the mobile Leslie Falvey&Tyson Hackwoodare the Founders of Armidale and founding members ofCROSEC. Together they bring board-levelexperience across telecoms, technology, paymentsand retail, with deep specialisation in fraud Acknowledgements We thank Julian Gorman, Head of Asia Pacific atGSMA, for his input and guidance for this report,and the GSMA APAC team for their support inoutreach and platform visibility. We are also grateful We invite you to find out more atwww.gsma.com Follow the GSMA on X:@GSMA Data sources: This report draws on Armidale’s 2024and 2025 consumer fraud surveys (n≈500 per Contact the authors:contact@armidale.c Executive Summary Scams are rising across ASEAN, and they are getting closer to people’s everyday channels.The equal-weighted share of consumers who say they have ever been scammed climbedfrom 31% to 45%. Involvement is overwhelmingly mobile and multi-channel: victims mostoften cite OTT messaging, voice calls, and social platforms, with SMS and email still present. The harm is real, and people are reporting it. In 2025, 68% of victims said they lost money,with 11% of people saying they lost a large sum of money, and ~76% reported the incident Privacy concerns remain near-universal at ~97%, and demands for broad disclosures haveincreased (the share saying it is important that companies disclose what they share moved Acceptance of protective mobile-network signals is strong. 72% are comfortable with limited,purpose-bound checks and support rises further from this when sharing is exception-based;this creates a practical path for GSMA Open Gateway–style APIs (e.g., SIM-swap, numberverification, device status, coarse location confidence) to harden logins and payments while Consumers will reward better protection. 81% say they would switch financial providers forstronger security, favouring products that bring verification to the front, confirmation-of-payee, safer payment instruments, and simple “official call-back only” habits. The way forward is clear: prioritise the hot routes (voice/OTT first; strengthen social and SMSwhere elevated), make safe behaviours the default, use targeted, transparent, authorised Consumer Experience & Attitudes Toward Scams Overview of consumer experiences Across ASEAN, 45% of people reported having been the victim of a scam vs. 31% last year,with those reporting being a victim of a scam within the last year increasing from 6% in 2024 The implication is straightforward: risk factors are rising rapidly, whereas enforcement andcontrols are patchy and falling. For organisations holding customer data or money, this Across ASEAN, scammers use a broad mix of psychological triggers rather than a singlescript. Fear of loss and urgency tend to appear most often, with authority/impersonation close This sharp increase in scam activity is also increasing anxiety across the population, andthose reporting being worried are now near-universal across ASEAN: 96% say they areconcerned (Top 2), up roughly 10pp from 2024. The shift is not just more people worried, theshare saying they are very worried jumped sharply in every market (i.e., TH 28%-67%, SG When split by gender, the situation becomes even more extreme, with women expressinggreater intensity of worry about scams than men. 68% of women say they are “very Consumers see everyone playing a role, but some are judged more effective than others.Banks/fintechs lead (~62%), followed by hardware/software providers (~57%) and merchants Key fraud concerns and channels Victims most often describe voice calls and OTT messaging (e.g., WhatsApp) as contactpoints, with social platforms also material, particularly where marketplace scams andimpersonation occur. SMS remains a meaningful trigger in some markets, and email is the Defences must be channel-specific, caller display and screening for voice, sender-ID andcontent controls for SMS, rapid platform escalation for suspicious behaviour on social media, An emerging vector is fake QR codes, often called “quishing” (QR-code phishing). In our2025 data, QR routes show up in ~10% of scam contacts across ASEAN (higher in VN 13% Dating/romance sites and apps account for ~7% (notably SG 12%, TH 10%) but arguably impact people the most post-scam as they leverage people’s emotional connection. “I was scammed into a relationship-app-related investment. Lost a large sum ofmoney through that scam, and I am still paying for loans that I took out.” These channels are a small but significant share today and are cheap to scale, so they couldgrow quickly if left unchec