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Digital Lives Decoded report highlights 66% Malaysians believe govt is responsible for online safety

  • 56.8% believe that service providers should also take responsibility for online safety
  • Privacy paradox, convenience still sought after despite privacy concerns by users

Håkon Bruaset Kjøl, SVP head of investment management and deputy CEO of Telenor Asia, and Kulani Kulasingam, privacy and compliance director of Telenor Asia.

“This study offers a valuable snapshot of the current digital behaviours and attitudes of Malaysians, which can guide policymakers, businesses, and individuals on new growth opportunities and ways to shape a smarter and safer digital future.” said Håkon Bruaset Kjøl, SVP head of investment management and deputy CEO of Telenor Asia.

Håkon was speaking in KL yesterday when Telenor Asia released its Digital Lives Decoded Malaysia report which focuses on how mobile connectivity is shaping smarter and safer lives in Malaysia, with a deep dive into the usage and impact on new technologies such as generative AI. This is the second time it has released the report after the first release in Oct 2022.

The report is based on a survey Telenor Asia commissioned research agency, GWI to undertake in August 2024. GWI has a database of over 22 million internet users globally, and selected 17,117 Malaysian internet users for its quarterly surveys with questions remaining the same from Q3 and Q4 2023, and Q1 and Q2 2024. This sample size was labelled ‘GWI core’. 

Relying on GWI’s recontact methodology, 1,004 Malaysian respondents (aged 16-64) were interviewed from June 24 to July 13 2024. GWI’s recontact methodology enables respondents who have completed its core survey within the last year to be recontacted to take additional surveys.
 

AI in Malaysian society

Digital Lives Decoded report highlights 66% Malaysians believe govt is responsible for online safety

Three in four respondents are already using AI tools in their daily lives, indicating a positive opinion of AI’s impact on society.

“One of the areas we are most optimistic about is education, as the use of AI within education signals a very strong potential for it to play a pivotal role in making education more accessible and adaptable to individual learning needs,” Håkon said.

More than 1 in 2 Malaysians (55%) are excited about the possibilities and efficiency that AI can bring to their daily lives, with a significant focus on its ability to solve problems, the way research is conducted, and created.

However, people’s trust in AI-generated information is divided, especially with financial and medical advice, inviting scepticism. 

As Malaysia heads towards a future where AI-integrated devices are automating tasks and offering hyper-personalised experiences, increasing amounts of data from the user will be harvested. Therefore, responsible use and building trust is key as Malaysian respondents highlight concerns related to potential misuse of personal data and spread of misinformation. 

The study indicates that to maximise the benefits of digital technologies, people need to have trust in the digital world. Institutions and individuals have a shared responsibility when it comes to building this trust and equipping people with knowledge and tools to better protect themselves online.

 

Who's responsible for online safety - the user or the government?

Digital Lives Decoded report highlights 66% Malaysians believe govt is responsible for online safety

Malaysian respondents are clear that responsibility does not sit solely with them as users; nearly two-thirds (66%) believe that the government is ultimately responsible for ensuring online safety, which indicates a clear public demand for stronger regulatory oversight.  

Service providers, such as banks and telecom companies, are also seen as important players, especially for the older generations. 

Telenor has also been taking initiative by being part of the Global System for Mobile Communications Association’s (GSMA) responsible AI maturity roadmap, a telco-centric roadmap framework that the company contributed and adopted. Its associated companies like Axiata Bhd have also adopted it.

Telenor has also been part of the signatory of the EU AI Act, where it agreed to take on a voluntary commitment to start implementing requirements ahead of the deadline.

Kulani Kulasingam, privacy and compliance director of Telenor Asia said, “We collaborate to share knowledge and lead implementation, establishing ourselves as a thought leader in this space, our goal is to build global norms well before the act comes into effect,” 

“This means that we have developed a set of guidelines for ourselves that act as guardrails that we are using for the way we want to develop AI use cases, and you need to establish that up front or it's going to be too late to establish them when you start to deploy,” Håkon said.

People’s opinion remains divided on who is responsible for finding a path to a safer experience. More than half (56.8%) believe that service providers should also take responsibility for online safety, while less than half (47.1%) believe that responsibility falls on themselves. 

Håkon said, “It is clear that a collaborative approach to online safety is needed; by prioritising education, awareness, and holding high standards around responsible technology, together we can create a more secure digital landscape that empowers all Malaysians to thrive confidently in the digital age.” 

 

The privacy paradox

Digital Lives Decoded report highlights 66% Malaysians believe govt is responsible for online safety

A large majority of Malaysians are taking active steps to improve the security on their mobile phones or intend to do so in the future, with 97% utilising at least one privacy measure like  using private browsing mode, an ad-blocker or VPN.

Despite this widespread use of privacy tools, nearly 4 in 10 Malaysians continue to worry about how companies use their personal data online. The level of concern around online safety has remained the same in the past five years,  

Regardless, people still want the convenience of an AI-connected life as they are aware of the ways in which AI can contribute to a smarter and safer life. 

Those who worry about their data privacy when thinking about AI integrations are just as likely to believe AI can make their mobile more efficient and to be excited about the new possibilities that it could bring.

1 in 2 Malaysians say they expect AI smart devices to provide enhanced security and stronger data privacy controls, while 55% think AI can make their mobile more efficient. 

This highlights a privacy paradox: people are concerned about their privacy, yet they are unwilling to give up the daily conveniences that come from allowing technology to track them.   

That said, the concern over cyber threats is high with financial scams the top concern, followed by identity theft, data breaches and deep fakes. 2 in 3 still feel that they lack control over their personal data and 3 in 4 frequently worry about the security of their online accounts. 

Phishing is also a shared concern, especially among Generation Z (aged 16-27).

 

Malaysians take active steps to improve online security

Håkon is optimistic regarding the benefits of mobile connectivity outweighing the risks and pointing to ways AI can have a positive impact on society in the future.

“The report shows that while Malaysians are generally aware of the risks linked to mobile use, the benefit clearly outweighs the risks,” he said.

Malaysian respondents appreciate being able to stay in touch with loved ones, enjoying easy access to information with various ways to entertain themselves as well as the increased productivity and greater efficiency in their daily life. They also feel physically safer with a mobile phone. 

70% cite the ability to quickly call for help in emergencies as the top benefit, followed by features like GPS and navigation apps helping them to avoid unsafe areas and share their location with family and friends. 

Women tend to feel safer knowing they can share their physical location, while men appear to prioritise online safety and security afforded by the mobile phone, placing value on secure mobile payments and security features that protect personal information. 

Digital Lives Decoded report highlights 66% Malaysians believe govt is responsible for online safety

 

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