Cashless Payments Spark Consumer Rights Debate in Indonesia

The Viral Incident and Its Implications

A recent viral video showing an elderly customer being refused service at a Roti O outlet for paying with cash has ignited a national discussion about the growing trend of cashless payments in Indonesia. The incident, captured on video and widely shared on social media in late December 2025, has brought to the forefront concerns about the balance between the digitalization of financial transactions and consumer rights.

Understanding Cashless Payments

The term 'cashless' refers to the practice of making payments without using physical currency. In Indonesia, this trend has been gaining momentum, with various retail and food establishments adopting cashless payment systems. Proponents argue that cashless transactions offer convenience, enhance security, and reduce transaction costs. However, the Roti O incident has highlighted potential downsides, particularly the exclusion of certain consumer groups who may not have access to digital payment methods.

Regulatory and Consumer Protection Implications

The viral incident has raised important questions about compliance with national currency regulations and consumer protection laws. In Indonesia, the rupiah is the legal tender, and businesses are generally required to accept it for transactions. The move towards cashless payments by some establishments has sparked debate about whether this practice violates consumer rights and the legal status of the rupiah.

Balancing Digitalization and Consumer Rights

As Indonesia continues to embrace digital financial services, the recent incident underscores the need for a balanced approach that promotes financial innovation while protecting consumer rights. Stakeholders, including regulators, businesses, and consumer advocacy groups, are likely to engage in further discussions to establish guidelines that ensure the benefits of cashless payments are realized without compromising financial inclusion and consumer protection.