TELECOMMUNICATIONS companies have come under fire from consumer groups and digital security experts for introducing a RM10 monthly charge for scam protection services, a move they say contradicts the basic responsibility of telcos to safeguard their customers.
They argue that digital safety should be a core feature of telecommunications services, not a profit-making add-on.
The Department of Statistics Malaysia (DOSM) reported in April 2024 that 99.3 per cent of the country’s 34 million people have access to mobile phones, either through prepaid or postpaid plans — underscoring the wide reach and responsibility of telcos.
Associate Professor Dr Mohamad Yusof Darus from Universiti Teknologi MARA (UiTM) said digital security should never be treated as a paid product but as a fundamental right for all customers.
“The issue is not merely about the cost, but about the principle — whether consumer safety is an optional feature or a core responsibility of the service provider,” Beria Harian (BH) cited him sayng.
“When safety becomes a premium product, it effectively turns basic protection into a source of profit, even though public trust in communication networks relies on comprehensive security guarantees.”
Some telcos currently charge RM10 per month for scam protection packages, prompting public criticism that security should be an inherent part of telecommunications services rather than a commercial offering.
A review of one telco’s website suggested that such promotions effectively shift the burden of safety onto users, even though providers have the technical capacity to implement centralised, system-wide protection against scams and fraudulent calls.
Dr Mohamad Yusof stressed that customers who do not subscribe to the service should not face greater risk of being scammed, as the threat stems from systemic network vulnerabilities, not individual choices.
“All customers are entitled to a minimum, uniform level of protection. Digital security is a collective responsibility — users must stay vigilant, but service providers are obligated to ensure a secure ecosystem,” he said. “The imposition of safety charges must be reviewed and replaced with a more inclusive and comprehensive policy.”
He added that digital security should not be commodified for profit, describing it as both a moral and professional obligation of the telecommunications industry to ensure that all calls, messages and data connections remain trustworthy and secure.
Federation of Malaysian Consumers Associations (FOMCA) Chief Executive Officer, T Saravanan, echoed this view, stating that basic consumer protection against scams through calls, messages or online links should never be turned into a new revenue stream.
“Consumer safety is part of the cost of doing business — a fiduciary duty for every telco to maintain a secure communications network,” he said.
“Additional charges should only apply for truly ‘premium’ protections, not for basic features such as call filtering, suspicious SMS alerts, or phishing website blocking that can be implemented at the network level.”
He warned that the RM10 monthly charge could burden users, especially those from the B40 and M40 income groups already struggling with the high cost of living.
“If the protection offered is simply a combination of antivirus, VPN and link filtering — all of which are available for free or at lower cost through third-party apps — then the charge is disproportionate to the value provided,” he said.
“Worse still, it could create a ‘security paywall’ where only those who can afford to pay receive stronger protection. If telcos wish to market paid security products, they must prove their effectiveness, ensure existing safeguards are not reduced, and avoid fear-based marketing.”
According to the company’s advertisements, customers would receive real-time alerts of data breaches or online threats, along with subscription discounts under certain postpaid plans. However, critics warn that such high subscription costs could lead to low uptake, leaving most users unprotected.
Deputy Home Minister Datuk Seri Shamsul Anuar Nasarah recently revealed that online scam cases remain alarming, with 47,854 incidents reported between January and September this year, involving losses of RM1.919 billion.
This marks an increase of 12,486 cases from 2024’s total of 35,368 cases, which saw RM1.574 billion in losses.
“This shows how widespread the problem has become. In view of this situation, the government is determined to strengthen enforcement and legislation to tackle these crimes,” he said.
Efforts are currently under way to obtain a response from the telco involved regarding the specific features of its scam protection package and how it differs from existing security measures. - November 13, 2025
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