2025年东盟消费者诈骗报告：受害者人数上升，防御能力紧张

ASEAN Consumer Scam Report 2025:Victims Rising, Defences Under Strain Authors The GSMAis a global organisation that unifies themobile ecosystem to discover, develop, and deliverinnovations foundational to positive businessenvironments and societal change. Our vision is tounlock the full potential of connectivity, enablingpeople, industry, and society to thrive. Representingmobile operators and organisations across themobile ecosystem and adjacent industries, theGSMA delivers for its members across three broadpillars: Connectivity for Good, Industry Services andSolutions and Outreach. This activity includesadvancing policy, tackling today’s biggest societalchallenges, underpinning the technology andinteroperability that make mobile work andproviding the world’s largest platform to convenethe mobile ecosystem at the MWC and M360 seriesof events. 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 fraudprevention, growth, and strategy execution. Theytranslate research into practical playbooks thatreduce losses, enhance recovery, and foster trust. Acknowledgements We thank Julian Gorman, Head of Asia Pacific atGSMA, for his input and guidance on this report, aswell as the GSMA APAC team for their support inoutreach and platform visibility. We are also gratefulto the survey partners, Milieu Insight andrespondents across ASEAN, whose participationmade these insights possible. 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 permarket; VN baseline added in 2025) and associatedqualitative insights gathered during analysis andindustry consultations. Contact the authors:contact@armidale.co Executive Summary Scams are on the rise across ASEAN, and they are increasingly targeting people’s everydaychannels. The equal-weighted share of consumers who report having ever been scammedincreased from 31% to 45%. Involvement is overwhelmingly mobile and multi-channel, withvictims most often citing OTT messaging, voice calls, and social platforms, while SMS andemail remain present. The mix differs by country (for example, social/SMS are moreprominent in the Philippines, while voice/OTT is more prevalent in Thailand, Singapore, andIndonesia), which means countermeasures must be tailored to where scams actuallyoriginate. The harm is real, and people are reporting it. In 2025, 68% of victims reported losing money,with 11% stating they had lost a large sum, and ~76% reported the incident to the authorities.Reporting is split across banks/fintechs, police, and platforms, so no single institution seesthe whole case, which slows recovery and weakens deterrence. 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 moved95% to 98%). The signal from consumers is consistent: keep data use tight, transparent andtied to specific outcomes. Acceptance of protective mobile-network signals is strong. 72% are comfortable with limited,purpose-bound checks, and support rises further when sharing is exception-based; thiscreates a practical path for GSMA Open Gateway–style APIs (e.g., SIM swap, numberverification, device status, coarse location confidence) to harden logins and payments whileminimising data point use. In contrast, comfort with conversational-app data sharing hasdropped from 53% to 40%, mirroring concerns about impersonation and phishing on thoseplatforms. 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, authoriseddata sharing to verify transactions, and close the reporting loop so every report turns into fast,visible remediation. Consumer Experience & Attitudes Toward Scams Overview of consumer experiences Across ASEAN, 45% of people reported having been the victim of a scam, compared to 31%last year. The number of people reporting being a victim of a scam within the last yearincreased from 6% in 2024 to 8% in 2025, indicating accelerating growth. Significantincreases in scams were observed this year, particularly in the Philippines and Thailand, withmore moderate increases in Indonesia and Malaysia. The implication is straightforward: risk factors are rising rapidly, whereas enforcement andcontrols are patchy and falling. For organisations holding customer data or money, thisjustifies continued investment in threat intelligence, call-back hygiene, and consume