CelcomDigi is placing customer and data protection, backed by clear accountability, at the heart of its responsible AI approach. The telco set out this position at its Responsible Business Day 2026 forum in Petaling Jaya on 5 November, held under the theme “Responsibility in the Age of AI”.
The forum brought together experts from academia, law, cybersecurity, sustainability and industry to explore how businesses can turn responsible AI principles into real standards and practices. It also marked two years of CelcomDigi’s five-year ESG strategy, which aims to build an inclusive, sustainable and trusted digital society.
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Why Responsible AI Starts With Accountability
As AI changes how businesses operate and serve people, mobile operators face fundamental decisions. These include how data is used, who remains accountable and how digital growth contributes to the good of society.
“The way we adopt technology and enable new frontier services for customers matters as much as the opportunities it creates,” said Philip Ling, Head of Sustainability at CelcomDigi.
“People need confidence that their data is protected, that organisations remain accountable for decisions, and that businesses are managing the wider impact of digital growth on society.”
Ling said the company recognises the responsibility that comes with its scale. “That means raising standards within our own business and working with others to address the challenges we share,” he added.
“Responsible Business Day connects that work with the practical choices facing organisations today. By bringing different perspectives together, we hope to challenge our thinking and strengthen how we put responsibility into practice.”
Experts Unpack Responsible AI, Data and Cyber Resilience
Speakers from HELP University, Christopher & Lee Ong, the Asian Strategy & Leadership Institute, CrowdStrike, Catalyze Transition and Mondelēz Malaysia joined CelcomDigi leaders at the forum. Together, they examined four pressing issues for business:
- Human oversight of AI
- Responsible data use
- Cyber resilience
- The energy demands of digital growth
4 ESG Priorities Driving CelcomDigi’s Progress
Within CelcomDigi, this approach is reflected in progress across the four priorities of its ESG strategy.
1. Inclusive and Safe Digital Access
CelcomDigi flags around 260 million suspected scam calls and blocks 22 million SMS messages every month. These safeguards are paired with public education, including Online Safety IRL 2.0, which recorded 22.3 million views and a cumulative reach of 18.3 million.
The work builds on earlier anti-scam awareness efforts such as Kisah Benar: Scam Siber, CelcomDigi’s TV series with Media Prima.
2. Sustainable Value Chain
The company is on track to meet its annual commitments of 25,000 training hours and 800 supplier inspections. This supports stronger safety standards and responsible practices across its supplier network.
3. Governance and Performance Culture
A company-wide Responsible AI Governance Framework sets standards for AI adoption, transparency and accountability, including in areas where regulatory requirements are still evolving. Figures shared at the forum showed that 100% of critical AI use cases have been assessed.
Business continuity exercises, crisis simulations and disaster recovery testing further reinforce operational resilience.
4. Environmental Impact and Action
CelcomDigi reduced emissions from its operations and purchased electricity by 3.95% between 2024 and 2025. More than 15,000 network sites now have energy-saving features, while emissions for every terabyte of data used fell by 30% between 2023 and 2025.
Building a Trusted Digital Society With Responsible AI
Through this progress update and continued cross-sector collaboration, CelcomDigi aims to strengthen its responsible business practices and enable a more inclusive, safe and resilient digital society.
The focus on responsible AI also sits alongside the telco’s push to build digital skills, from the Huawei CelcomDigi MoU on future-ready talent to Junior Innovathon 2026, which gave 200 students a head start in AI.
CelcomDigi is Malaysia’s largest mobile network operator, with more than 20.3 million users on its network. Learn more about its sustainability work at CelcomDigi.
