FAQ: Scam Call Protection

1. What is Scam Call Protection?
Scam Call Protection is a network-based security feature that helps block or detect suspected scam calls before they reach your phone. It works in the background to reduce your exposure to fraudulent calls, giving you greater peace of mind every time your phone rings.
 

2. How does Scam Call Protection work?
Scam Call Protection uses network intelligence to identify suspicious voice call activity. When a suspected scam call is detected, the service will take the appropriate action to help protect you. Depending on the assessed risk, the call may be blocked before it reaches you or identified with a "Suspected Scam" warning on your phone, helping you make a more informed decision before answering.
 

3. Do I need to install an app or change my phone settings?
No. Scam Call Protection is built into CelcomDigi’s network, so there's nothing to download, install, or configure. Once the service is available on your line, protection works automatically in the background.
 

4. Does Scam Call Protection protect all types of calls?
Scam Call Protection helps protect voice calls made over the mobile network. It does NOT protect calls made through internet-based Over-the-Top (OTT) communication apps such as WhatsApp, Telegram, FaceTime Audio, Messenger, WeChat, LINE or other mobile applications.
 

5. Will every scam call be blocked?
Our system continuously analyses call patterns and intelligence to identify suspected scam calls and stop as many as possible before they reach customers. However, there’s no single solution can guarantee that every scam call will be blocked, we are constantly enhancing our detection capabilities to stay ahead of evolving scam tactics. Customers should continue to stay vigilant and avoid sharing personal or financial information with unknown callers.
 

6. What does "Suspected Scam" mean?
"Suspected Scam" warning indicates that our network has identified the incoming call as potentially suspicious based on known scam indicators. While the call may not necessarily be fraudulent, you should exercise caution and independently verify the caller's identity before sharing any personal or financial information.
 

7. Could legitimate calls be blocked?
Our technology is designed to minimise disruption to genuine callers while identifying suspicious activity. However, as scammers continually change their methods, there may occasionally be instances where legitimate calls are affected. We continuously refine our detection systems to improve accuracy and maintain a balance between protection and accessibility.
 

8. What should I do if I receive a “Suspected Scam” call?
If you receive a call that appears suspicious or is identified as "Suspected Scam", exercise caution before answering or continuing the conversation. Never share passwords, PINs, TAC/OTP codes or banking credentials over the phone. If in doubt, end the call and contact the organisation using its official contact details for verification.
 

9. Is there any additional cost for Scam Call Protection?
No. Scam Call Protection is provided at no additional cost to eligible customers because we believe everyone deserves greater protection against scam calls.