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Treat them as human beings: digital service providers must prioritise consumer protection | Scoop
Malaysian Communications and Multimedia Commission (MCMC) Online Harms and Information Security Committee Chairman Derek Fernandez points to a lack of sufficient resources dedicated to cybersecurity over the past two decades. – MCMC Facebook pic, February 14, 2024
News

Treat them as human beings: digital service providers must prioritise consumer protection

MCMC's Online Harms and Information Security Committee Chairman says customers are not mere 'products' of digitisation

Scoop Reporters
Updated
10:00 AM MYT

 

KUALA LUMPUR – Providers of digital services must make more effort to treat their customers as human beings instead of mere “products” that are part of the nation’s digitalisation process.

Malaysian Communications and Multimedia Commission (MCMC) Online Harms and Information Security Committee Chairman Derek Fernandez underscored the importance of involving consumers as integral stakeholders in cybersecurity measures implemented by both companies and the government. 

He advocates for a policy shift that positions consumers not merely as products but as individuals contributing to the digital landscape. 

“Hence, those who have profited the most from digitalisation bear the highest responsibility to ensure the protection of their consumers, subscribers, and those who pay for their services,” he told Scoop recently.

Addressing the challenges faced in safeguarding consumers, Fernandez points to a lack of sufficient resources dedicated to cybersecurity over the past two decades. 

“Cybersecurity is often seen as an afterthought or a cost item to those who provide those services.

“Therefore, not enough money is allocated by organisations that provide digital services to protect the consumer,” he said.

“Policies are being drawn up, as well as guidelines and standards to ensure that the subscriber or consumer is protected, and that the digital sovereignty of this country is protected, so that citizens in Malaysia are also protected.”

Malaysian Communications and Multimedia Commission (MCMC) Online Harms and Information Security Committee Chairman Derek Fernandez chaired the Regulators Round Table Session during the ‘Regional Regulators Forum ASIA 2024’ held in Kuala Lumpur recently. This significant session united participants from multiple countries, fostering a collaborative environment for sharing insights and perspectives on fortifying the telecommunications industry and its effective implementation within their respective nations. – MCMC Facebook pic, February 14, 2024

One major challenge Fernandez identifies is the issue of anonymity for criminals, making it challenging for law enforcement and legal proceedings. 

He attributes this challenge to inherent weaknesses in the regulatory approach, emphasising the necessity for service providers to know their customers and verify the legitimacy of those signing up for their services.

“This is done due to inherent weaknesses in regulatory approach to ensuring that all networks and all people that provide services ensure they know who their customer is, who is signing up for their services and whether such a person or organisation is a real entity.”

“Digitalisation has made it more convenient for the criminal to hide their identity. The sale, or marketing, or monetisation of data has made it a lucrative endeavour for a criminal to invest a lot of resources to be able to get in and grab that data,” he said.

“And therefore the incentive for the criminal is greater, and it must be measured and responded with equally big resources (that are) invested into cybersecurity.” 

However, during the Regulators Roundtable Asia 2024 conference, organised by the MCMC and International Institute of Communications recently, Fernandez said the MCMC is considering significant changes to combat online anonymity, adding to robust policies and guidelines that protect subscribers and consumers. 

In response to the rising threats of cybercrimes and scams, Fernandez proposes a comprehensive strategy, including registration and regulation of digital service providers, strict identity verification, global fines for breaches, and measures to disallow anonymous digital communication. – February 14, 2024

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