A recent survey commissioned by the Malaysian banking industry found strong public awareness of scams. Nine in ten respondents reported that they actively read scam alerts issued by their banks. The findings come from the third annual scam awareness survey. It was conducted by Rakuten Insight for the Association of Banks in Malaysia (ABM) and the Association of Islamic Banking and Financial Institutions Malaysia (AIBIM). The survey took place between March and April 2025 and involved 1,000 Malaysians from across the country.
The latest results underscore sustained momentum in scam awareness as well as growing trust in banks’ protective measures, bolstered by the ongoing #JanganKenaScam campaign.
Notably, 90% of Malaysians report actively reading scam-related alerts, a trend accompanied by growing satisfaction—up to 73% compared to the previous year—suggesting that scam education is now a consistent feature of banking experiences.
Public literacy in recognising scam tactics appears to be on the rise. The survey found that 92% of respondents were aware of the risks associated with installing unsolicited APK files, 79% knew to avoid clicking on links in suspicious SMS or emails claiming to be from banks, and 85% were able to identify a fake SMS.
Continuous media outreach and public education have led the majority to take quick, appropriate action: 82% would immediately contact their bank’s 24/7 hotline or disable their cards, while 77% would use digital features to freeze their accounts.
Chairman of ABM, Dato’ Khairussaleh Ramli, said the #JanganKenaScam campaign has been instrumental in shifting public behaviour, but more must be done. “We are seeing a positive shift in public awareness and trust, but we also recognise that scammers exploit fear and urgency to bypass rational thinking,” he said.
“Our responsibility as banks is not just to educate, but to help customers stay calm and make wise decisions under pressure. This means ensuring real-time safeguards are in place and accessible when it matters most.”
Since its launch in 2023, the #JanganKenaScam campaign has encouraged Malaysians to pause and verify before responding to suspicious messages. Customers are urged to check with banks or authorities to determine the legitimacy of any unexpected requests, rather than reacting impulsively.
Banking apps have emerged as one of the most effective ways to raise scam awareness. Over half of the campaign’s messages were viewed through these apps, and seven in ten respondents have read scam warnings delivered via push notifications.
Satisfaction with banks’ overall protection against scams has also increased, with 76% of respondents expressing confidence, up 13% from the previous survey. Additionally, three in five said their banks were helpful after a scam had occurred, highlighting the growing role of post-incident support.
Digital platforms remain a major source of scam awareness, with 52% encountering scam-related content on social media platforms such as Facebook and Instagram. Encouragingly, awareness is now spreading beyond individuals—70% of Malaysians have shared scam warnings in their networks, especially via WhatsApp.
This reflects a shift towards community-based prevention as part of a wider effort, with 60% of respondents recalling scam awareness messages from media coverage or educational campaigns.
Dato’ Mohd Muazzam Mohamed, President of AIBIM, emphasised the importance of not becoming complacent in light of these results.
He highlighted the evolving nature of scam tactics and that consumers must be equipped not only with information but also with practical instincts and tools to navigate moments of uncertainty. The sector, he said, is committed to supporting and protecting customers at every stage.
Despite the positive trends, the survey revealed a gap in public knowledge regarding the National Scam Response Centre (NSRC). Only a third of respondents could correctly identify its role or emergency hotline number.
As timely reporting is key to improving the chances of recovering stolen funds, the public is urged to report scam attempts immediately by calling NSRC at 997 or contacting their bank’s hotline.
In support of scam prevention, banks in Malaysia have implemented five key anti-scam measures across the industry.
These include the transition away from SMS one-time passwords (OTP) towards more secure authentication methods, tighter fraud detection rules, cooling-off periods for first-time online banking setups, restrictions limiting authentication apps to a single device per user, and the establishment of 24/7 hotlines for reporting fraud.
These measures are designed to disrupt scam attempts before financial loss occurs and form part of the industry’s broader commitment to customer safety and fraud prevention.
