Consumer Protection in the Use of Electronic Money (E-Money) on Toll Roads as an Access to Public Services

Ayu Galuh Anggraini, Joshua Bachtiar, Muhamad Ibrahim Brata, Aligar Syahan Putra, Edmon Makarim

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


On October 31, 2017, the Indonesian government, through Bank Indonesia, issued a policy stating that only electronic money (e-money) would be accepted at toll gateways throughout the country. The policy, which complies with the Gerakan Nasional Non Tunai (the National Non-Cash Movement) to create a cashless society in Indonesia, is intended to ease consumers’ payment transactions in an efficient manner. However, Yayasan Lembaga Konsumen Indonesia (the Indonesian Consumers’ Foundation) said that this policy harms consumers who can only pay tolls in cash. These issues are examined by studying the literature and interviewing consumers and other parties who support e-money payment activities. If problems arise when paying with e-money at toll booths, as a public service, consumers may file a complaint with the toll road operator and/or the ombudsman of the institution that supervises public services. If e-money is the only allowed means of payment, though, perhaps the appropriate consumer protection should be provided by banks, in accordance with Bank Indonesia’s Regulation on Consumer Protection for Payment System Services.

Original languageEnglish
Title of host publicationChallenges of Law and Governance in Indonesia in the Disruptive Era I
PublisherNova Science Publisher Inc.
Number of pages13
ISBN (Electronic)9781536193480
ISBN (Print)9781536191295
Publication statusPublished - 1 Jan 2021


  • consumer protection
  • electronic money
  • GNNT


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