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Press release · September 9, 2026 · prnewswire.co.uk

GSMA releases two reports on digital trust and scam outcomes at M360 ASEAN

Summary

GSMA released two reports at the M360 ASEAN Digital Trust Summit, focusing on digital trust in ASEAN as digital services expand. The releases addressed how unresolved scam activity and confidence in digital systems can affect uptake of digital services across the region.

The GSMA ASEAN Consumer Scam Report 2026 reported that nearly half of reported scam cases across Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam stayed unresolved even after consumers took steps to protect themselves. The report also stated that unresolved cases were linked to lower trust in communications channels, digital platforms and data sharing, along with changes in how consumers engaged with digital services and inbound communications.

That report further stated that nearly one in ten consumers surveyed said they were scammed in the previous 12 months. Among scam victims, 68% reported losing money, and of those, 82% recovered none of their losses, while 10% recovered all losses. It also reported that consumers who had experienced scams were more than twice as likely to switch accounts or service providers as those who had not.

The second report, Digital Nations 2026: Building Trusted Digital Ecosystems in ASEAN, said trust had become a strategic enabler of ASEAN’s digital future. It connected the growth of AI adoption, digital government programmes and cross-border digital integration to whether confidence in digital infrastructure, services and institutions supported digitalisation outcomes. “Consumers with unresolved cases report lower levels of trust in communications channels, digital platforms and data sharing,” said the GSMA report.

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