
Apologies alone ring hollow. The violations of personal privacy by mobile phone makers Oppo and Realme demand more than words. Only an honest admission about what happened and concrete corrective measures to ensure such errors do not recur will restore public trust.
Equally culpable are the state regulators who have remained conspicuously silent. Not a single one has stepped forward to acknowledge the allegations, let alone propose measures to safeguard consumers.
The smartphone maker Oppo, and its spinoff Realme, issued an apology last week for preinstalling a loan application, "Fineasy", on their products.
The statements followed an uproar by consumers, who claimed the money-lending app had been installed without their permission.
They also raised concerns that the app, which can send notifications, may have access to sensitive personal information stored in their phones. The app can also not be removed by normal methods or by less advanced users.
In the statement, Oppo apologised for the "issue", while Realme expressed regret for the "inconvenience" caused. Both brands pledged to cooperate with relevant agencies to investigate the matter concerning the loan software and resolve the issue as quickly as possible.
The smartphone makers also stated that Fineasy had removed all the data involving money-lending from its application, leaving only features for daily-life services.
This action is less than reassuring. There is no clear explanation of what these daily-life service features are or whether they, too, require user consent for installation. The ambiguity raises concerns about whether personal data is still being accessed or retained without user knowledge.
The vague details surrounding the app's removal are unsettling. Oppo and Realme promised to expedite an update that would allow users to delete the app themselves, but they failed to provide any specific deadlines.
The option to contact their service centres seems to add another layer of inconvenience for users, highlighting a lack of control over their devices and apps.
Both smartphone makers vowed not to install loan apps in the next batch of their mobile phones or recommend them on their app markets.
Despite the promises, the crucial question remains: Why did they install such apps in the first place? Who exactly was behind the agreement? If Oppo and Realme genuinely value user privacy and experience, as described in the statements, should they not have thoroughly vetted the app before preinstalling them?
So far, it is reported that both Oppo and Realme have yet to receive official permission from the Bank of Thailand to operate financial services offering loans.
Following the scandal, the Thai Consumers Council is the first, and so far only organisation to have voiced concern that the installation of software without user consent could be a violation of consumer rights.
Financial losses from call centre scams and online frauds amount to billions of baht and are a growing problem for authorities to deal with.
Thus, the council's focus on data protection is particularly timely and highlights the need for regulation and oversight in the tech and financial sectors, especially when it comes to protecting personal data and preventing exploitation.
Without clear directives and decisive action, more rebooted apologies may be called for from phone makers, while consumers remain vulnerable to unwanted pre-sale installations on their devices.