Ilona Estherina, Jakarta – The Consumer Empowerment Forum Indonesia (FKBI) criticizes outlets that only accept Quick Response Code Indonesian Standard (QRIS) payments and reject cash transactions. The statement was issued following a viral video showing a man protesting at a Roti'O outlet at the Transjakarta Monas stop, as the cashier refused to accept cash payment from an elderly woman.
According to FKBI Chair Tulus Abadi, making QRIS the sole means of transaction and rejecting cash is not justified, either from a regulatory or sociological standpoint. "Referring to the law on currency, money is a legitimate means of payment in Indonesia," he said in a statement on December 22, 2025.
From a sociological standpoint, he added that the use of cash as a means of transaction is still more dominant than using QRIS or other non-cash transactions. He stated that rejecting cash transactions is an unjustified act from a regulatory perspective, both in the context of the Law on Currency and the Law on Consumer Protection.
"Consumers have the right to choose various means of transactions, both cash and non-cash. Moreover, the usage of QRIS and non-cash transactions has not dominated the transaction arena in Indonesia," said Tulus.
As the initiator of QRIS transactions, he urged Bank Indonesia to remind all outlets, business entities, and the public that using QRIS is optional. Despite the positive use of QRIS by the public, this consumer protection activist also encouraged other ministries, such as the Ministry of Industry, the Ministry of Trade, the Ministry of Cooperatives and the Ministry of MSMEs, to continue accepting cash payments.
Roti'O management has responded to the viral video of a customer protesting the refusal of cash payments by apologizing for the inconvenience caused. They explained that the use of applications and non-cash transactions at outlets aims to provide convenience and various promotions and discounts for loyal customers.
"We have conducted internal evaluations to improve our services in the future," wrote the management through the @rotio.indonesia Instagram account on Saturday, December 20, 2025.
In accordance with Law number 7 of 2011 on Currency, Rupiah is a legitimate means of payment and should not be rejected, except in cases of doubt about its authenticity. Deputy Governor of Bank Indonesia, Filianingsih Hendarta, explained that QRIS is only a means of transaction, but the source of payment still uses Rupiah.
She stated that payment system transactions are available in two ways: cash and non-cash, to provide options according to the public's comfort. "Likewise, traders also have options according to their comfort, but what is accepted is still Rupiah. QRIS is just a channel," said Filianingsih as quoted from @bank_indonesia Instagram, December 22, 2025.
– M Faiz Zaki contributed to the writing of this article
Source: https://en.tempo.co/read/2075322/refusing-cash-payments-violates-consumer-right