The Thai government plans to update policies requiring industries such as telecommunications, banking, and social media to take on greater accountability for online scams that their service users fall victim to; namely through offering financial compensation.
In a bold move to tackle fraud, the Thai government has approved a legal amendment that will hold banks, telecom operators, and social media platforms accountable for damages caused by call-centre scams if found negligent or reckless. The proposed change, an amendment to the Executive Decree on Measures to Prevent and Suppress Technological Crime 2023, was introduced by the Ministry of Digital Economy and Society. Under the new rules, financial institutions, telecom providers, and social media firms could face penalties if financial losses result from their failure to implement anti-scam measures effectively. The goal is to strengthen protections against technology-related crime and minimise harm to the public. “When the amended decree takes effect, it should help reduce technology crime and damages to the public,” says Digital Economy and Society Minister Prasert Chantararuangthong.
The Thai government’s new policy marks a shift in how responsibility for cyber scams is assigned. Instead of blaming individuals for falling victim to sophisticated attacks, the focus moves to companies and platforms whose systems are exploited by scammers. This reflects a growing recognition that these entities have a duty of care to protect users and create safer online spaces. For many, this shift is long overdue. Research from Ipsos UK, based on interviews with stakeholders and victims of cyber crime and fraud (online and offline) between December 2020 and January 2023, reveals that victims often feel unsupported when seeking help. Many reported heightened stress and frustration when faced with poor reporting experiences, a lack of compensation, or failure to achieve justice. The introduction of this policy by the Thai government could set a global precedent for addressing online fraud, signalling a move toward holding institutions accountable for preventing cyber crime. As a result, companies will need to provide stronger cyber security support and better user education, particularly through real-time assistance. Beyond reputational damage, businesses will also face financial consequences, encouraging a mindset focused on proactive protection for individuals using their services.