消费者对欺诈的态度和东南亚移动运营商的机会

Consumer Attitudes Toward Fraud andOpportunities for Mobile Network In today’s rapidly evolving digital landscape, financial fraud is a major concern for consumers,financial institutions, and digital commerce providers. Southeast Asia (SEA) is a region where mobileusage, digital transactions, and fintech adoption are growing rapidly, making security and fraudprevention crucial topics of interest for both consumers and businesses. This report focuses onconsumer attitudes towards fraud across five SEA markets (Thailand, Singapore, Malaysia, The study draws on data from a consumer survey on perceptions, preferences, and concerns relatedto key API features and use cases that have been developed to be made available with the GSMAOpenGateway project. The initial findings indicate that consumers across these markets share agrowing concern about fraud, especially in financial transactions, and there are clear opportunities for 1. Consumer Attitudes Toward Fraud in Southeast Asia 1.1 Overview of Consumer Concerns Fraud, particularly in financial transactions, has emerged as one of the foremost concerns amongconsumers in Southeast Asia. The data indicates a clear trend of increasing anxiety about securityrisks, with more than half of the respondents across all markets expressing concern about the risinglikelihood of fraud and hacking. These concerns are particularly pronounced in Indonesia and Furthermore, financial fraud, such as account hacking, SIM-swap attacks, and stolen credit cardinformation, has been a common experience in several markets. Singapore and Malaysia report thehighest levels of direct fraud experience, with over 30% of respondents having encountered financial Consumers are acutely aware that the increasing digitisation of financial services comes with greatersecurity risks. This growing perception of vulnerability is shared across the region, with 50-57% of respondents in most markets stating that they believe account security risks are “going up,” and 14-20% of respondents noting that they believe these risks are “increasing rapidly.” 1.2 Key Fraud Concerns Consumers’ concerns about fraud in SEA tend to focus on a few key areas, such as: SIM-Swap Attacks: This type of fraud, in which a hacker gains control of a mobile number bytransferring it to a new SIM card, is a significant worry in several markets. Indonesia (78%) and thePhilippines (71%) report the highest levels of concern about SIM-swap fraud, while Singapore, though Mobile Payments and E-Wallets: With the increasing adoption of mobile wallets and digitalpayments across SEA, many consumers are worried about the potential vulnerabilities of these Personal Data Theft: Across all five markets, consumers expressed serious concerns about theprotection of their financial data. More than 60% of respondents in Malaysia, Indonesia, and thePhilippines are very worried about the misuse or theft of Personally Identifiable Information (PII) and 1.3 Responsibility for Security When asked who is most responsible for preventing fraud and ensuring security, respondents acrossall five markets overwhelmingly pointed to account custodians (i.e., banks, e-wallet providers, etc.).Between 43% (Malaysia) and 62% (Indonesia) of respondents assigned primary responsibility to the However, consumers also expect device manufacturers (such as Apple, Google, and Samsung) toplay a key role in protecting their accounts. This expectation is higher in markets like the Philippines, MNOs and Government expectations in this area were fairly consistent with around 10%-13% ofparticipants across all markets expecting some responsibility to be born for each of these 2. Opportunities for Mobile Network Operators (MNOs) to Address MNOs in Southeast Asia are uniquely positioned to address the growing concerns about fraud. Bydeveloping APIs that integrate with fintech platforms, banks, and digital commerce providers, MNOscan offer enhanced security features, real-time fraud detection, and data-sharing tools that can help 2.1 API Opportunities for Enhanced Account Security One of the most significant opportunities for MNOs lies in the development of APIs that strengthenaccount security and prevent fraudulent activities like SIM-swap attacks. The high level of concern 2.1.1 Two-Factor Authentication (2FA) APIs Two-factor authentication (2FA) is one of the most widely adopted security measures across allmarkets, with 66% of respondents in Singapore and 51% in Thailand identifying it as a key securityfeature. MNOs can enable 2FA APIs that fintechs and digital commerce providers can integrate moreseamlessly into their platforms. These APIs allow consumers to receive real-time verification codes Opportunity:MNOs can partner with fintechs to integrate 2FA directly into mobile banking apps, e-wallets, and digital commerce platforms (Silent OTP), creating a seamless user experience where themobile network serves as an authentication tool. Given the wide adoption of 2FA