ETDA has released 2025 statistics from the 1212 ETDA center showing a rise to 39,112 online problem complaints, a 10.62% increase over the previous year. Online shopping issues continue to lead, with working-age Gen Y as the most affected victims.
The Electronic Transactions Development Agency (ETDA) disclosed complaint statistics from its 1212 ETDA online help center for 2025, reporting a total of 39,112 complaints—an increase of 3,754 cases or 10.62% from 2024. "Online shopping and illegal websites" remain the top issues. Working-age groups (Gen Y and X) are at greatest risk, making up 71% of all complainants due to frequent online transactions and personal data exposure. ETDA is accelerating joint regulatory mechanisms under the DPS law to oversee "illegal goods and services and user identity verification" on platforms, closing loopholes to curb criminal activity.
Dr. Chainarong Mittrapant, Director of ETDA, said that according to the complaint data from the 1212 ETDA online help center for 2025 (January to December), there were 39,112 online complaints, up 3,754 cases or 10.62% from 2024’s 35,358 complaints. Although this is a decrease from 2023’s high of 45,181, online shopping problems have been the top complaint for three consecutive years. This reflects consumer behavior increasingly relying on online platforms as the main channel for purchasing goods and services, leading to issues such as non-delivery or items not matching agreements, causing significant consumer harm and numerous complaints.
The top five complaint categories for 2025 were:
An in-depth analysis between 2024 and 2025 of digital platform services complaints showed an increase of 2,827 cases. The top issues included: 1. Unfair business practices on platforms, such as trading conditions, fees, and policies favoring businesses over users, account closures without explanation, and lack of compensation for damages; 2. Personal data protection problems, including unauthorized data use, fake accounts, and personal data leaks; and 3. Ride-hailing app problems, such as unfair fees, discrepancies between displayed and charged prices, last-minute cancellations without notice, and service not meeting terms, all increasing compared to 2024.
When categorizing complainants by age from 2023 to 2025, the working-age group was most frequently deceived. Gen Y (ages 29–44) had the highest victim rate at 41.91%, followed by Gen X (ages 45–60) at 29.94%, combining for 71.85% of all complaints.
Meanwhile, the elderly group (Baby Boomers) accounted for 10.64%, Gen Z (16–28 years) made up 17.28%, and Gen Alpha (12–15 years) represented 0.23%.
The risky behaviors causing the working-age group to be most victimized include:
1. Frequent online shopping and transactions due to higher purchasing power, creating more "risk points" and higher chances of problems compared to other groups.
2. Regularly sharing personal information, photos, and lifestyle activities, making their data easy to collect, misuse, or impersonate, increasing risks of data violations and scams. 3. Overconfidence in technology leading to complacency; despite good digital skills, familiarity and confidence cause them not to thoroughly check privacy policies, account security, or source credibility, making them prime targets and likely to remain so through 2026.
The "online threats" are evolving to become more sophisticated, faster, and cause immediate consumer harm. The scam patterns to watch for this year are: They are:
1) Scams requiring payment before revealing the truth, making refunds difficult—such as unsolicited cash-on-delivery packages, fraudulently urging transfers to gambling or investment sites, or prepayments for goods or accommodation pressured before verification. When problems arise, contact is impossible, withdrawals fail, and refunds are hard, causing quick and hard-to-trace losses.
2) Fake credibility built through realistic content, identities, or reviews—such as fake images, videos, or endorsements, including impersonation of celebrities, influencers, brands, or hotels to quickly gain consumer trust. These appear very real and are hard to distinguish, especially when unusually low prices and numerous positive reviews are offered.
3) Unfair platform services directly impacting consumers, which are systemic service issues—such as ride-hailing apps charging prices inconsistent with displays, leading to higher user costs and confusion in verifying expenses.
“Given the growing complexity of digital platform problems, ETDA’s 1212 center has resolved 99.78% of complaints, reflecting effective coordination and close follow-up. In 2026, ETDA will continue expanding online threat immunity across all regions, while also enhancing joint regulatory mechanisms under the DPS (Digital Platform Services) law using a risk-based approach. Platforms will serve as 'frontline' risk managers from the start, including standardizing goods and services through Online Marketplace rules requiring Notice & Take Down systems to screen substandard products, extending these measures to Social Commerce. Ride-sharing platforms will verify vehicle and driver status before service to boost passenger safety and confidence. Additionally, ETDA is reviewing e-commerce platform fee structures to promote transparency and fair competition. The DPS Trust Every Click campaign enters its second year, fostering collaboration among regulators, platforms, and stakeholders to co-design oversight mechanisms, aiming to build a transparent, safe, and sustainable digital ecosystem.”
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