The Association of Banks in Malaysia (ABM) and Association of Islamic Banking and Financial Institutions Malaysia (AIBIM) today released findings from their third annual public survey on scam awareness. The study was commissioned by the banking industry and conducted by Rakuten Insight between March and April 2025, gathering responses from 1,000 Malaysians across the country.

This latest survey reflects continued momentum in public scam awareness and growing trust in the banking sector’s protective measures, supported by the ongoing #JanganKenaScam awareness campaign. 9 in 10 Malaysians say they actively read scam-related alerts, with satisfaction levels rising to 73% compared to the previous survey, indicating that scam education has become a prominent and consistent part of their banking experience.

The latest survey demonstrates growing literacy in recognising scam tactics. Key findings include:

• 92% recognised the risks of installing unsolicited APK files
• 79% would avoid clicking on links in SMS or emails claiming to be from banks
• 85% of Malaysians were able to correctly identify a fake SMS

These figures also reflect the impact of continuous outreach through media and public education, resulting in the public taking appropriate action in response to scam threats. The survey further highlighted that:

• 82% would immediately contact their bank’s 24/7 hotline or disable their cards if they were compromised
• 77% would disable or freeze their card via online or mobile banking features

Dato’ Khairussaleh Ramli, Chairman of The Association of Banks in Malaysia said that the #JanganKenaScam campaign has played a key role in improving public awareness and emphasised the need to move beyond education and towards behavioural readiness. “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. From the survey, we saw that 71% of respondents feared losing money if scammers’
instructions were not followed, as the primary factor in scam cases. 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.”

Through the #JanganKenaScam national awareness campaign, launched in 2023, member banks of ABM and AIBIM have continuously reminded customers to stay vigilant and avoid reacting impulsively to unsolicited messages. The campaign encourages the public to take a moment to pause, assess, and verify suspicious situations before taking action, reinforcing the importance of checking with banks or relevant authorities to determine the legitimacy of requests.

Banks’ Efforts in Scam Communications and Protection

More than half of the #JanganKenaScam campaign messages were seen via banking apps, making them one of the most effective touchpoints for reinforcing scam alerts. Push notifications also served as a strong source of information, with 7 in 10 respondents reading scam alerts from their respective banks’ mobile apps.

Malaysians are also expressing stronger confidence in the protection provided by their banks. 76% of respondents were satisfied with their banks’ overall effectiveness in safeguarding customers from scams, up 13% from the previous survey. Meanwhile, 3 in 5 respondents found their banks to be helpful after a scam had occurred, suggesting that post-incident support is becoming a trusted part of the response.

Scam Alerts through Digital Media and Messaging Apps

Social media remains the most common source of scam awareness, with 52% of respondents encountering scam-related information on platforms such as Facebook and Instagram. Encouragingly, 7 in 10 Malaysians now actively share scam warnings within their own networks, particularly on WhatsApp, signaling that public vigilance is extending beyond individual knowledge to community-based prevention.

Beyond bank-led efforts, 3 in 5 respondents recalled seeing scam awareness messages via media coverage or public education campaigns, reflecting a wider ecosystem of vigilance that supports the industry’s outreach.

Dato’ Mohd Muazzam Mohamed, President of Association of Islamic Banking and Financial Institutions Malaysia, said, “The results indicate that our awareness efforts are yielding positive outcomes, but we must not become complacent. Scammers are constantly evolving their tactics, and our response must adapt in tandem. We want to equip Malaysians not only with information, but also with practical instincts and tools they can rely on in moments of uncertainty. As a sector, we are committed to ensuring that customers feel supported and protected every step of the way.”

While the survey findings revealed promising trends, there remains room for improvement, especially in understanding what actions to take after a scam attempt. Only one-third of respondents could correctly identify the role or emergency hotline of the National Scam Response Centre (NSRC). As timely reporting is key to improving the chances of recovering lost funds, the public is encouraged to report any scam attempts quickly to NSRC at 997 or their bank’s hotline.

Banks in Malaysia have also collectively implemented five key anti-scam measures
across the industry, including:

• Migration from SMS One-Time Passwords (OTP) to more secure forms of authentication for online banking transactions
• Tightening of fraud detection rules and triggers for blocking suspected scam transactions
• Verification and a cooling-off period for first-time enrolment of online banking services or secure devices
• Restriction of authentication apps to a single mobile device per account holder
• 24/7 dedicated complaint channel/hotline for customers to report incidents or suspicions of scam/fraud

These safeguards aim to disrupt scam attempts before financial loss occurs and reflect the industry’s ongoing commitment to fraud prevention.

To find out more about the #JanganKenaScam campaign and for updates on scams, visit www.JanganKenaScam.com and follow the @JanganKenaScamOfficial Instagram account.