YLKI Executive Secretary Rio Priambodo said on Tuesday that while businesses are free to offer digital payment options, they are still required to accept cash under national consumer protection law.
“Business owners may provide digital payment services, but they must not sideline conventional payment systems, which are cash,” he stated.
His remarks followed an incident on December 18, when a bakery near Jakarta’s National Monument (Monas) refused cash payment from an elderly customer, enforcing a digital-only policy.
The case sparked public criticism after a video of the confrontation was posted on Instagram, showing a man protesting against the bakery’s refusal to accept cash.
Priambodo emphasized that Article 4 of Law No. 8 of 1999 on Consumer Protection guarantees customers the right to choose their preferred payment method.
He cautioned businesses against adopting single-method policies and called on the government to strengthen monitoring of payment practices in commercial areas.
He also highlighted the need to protect vulnerable groups, including the elderly, people with disabilities, and children, who may face difficulties with digital transactions.
“Digital payment must not hinder consumers from completing their transactions,” he said.
In response to the controversy, the bakery chain issued an apology on social media and promised an internal review of its policy.
The company explained that its digital-only system was intended to facilitate promotions and discounts but acknowledged concerns raised by customers.
The incident underscores ongoing tensions in Indonesia’s transition toward cashless payments, as authorities and consumer advocates stress the importance of balancing technological innovation with inclusivity and legal compliance.
Translator: Ilham Kausar, Nabil Ihsan
Editor: Aditya Eko Sigit Wicaksono
Copyright © ANTARA 2025
