Indonesia’s Ministry of Communication and Digital Affairs (Komdigi) has prohibited telecommunications operators from removing customers’ paid unused internet quota and from charging additional fees to keep or use the remaining quota (29/08).

The policy is set out in Ministerial Circular Letter No. 4 of 2026 on the Obligation to Fulfill Service Choices and Protection of Remaining Quota. The circular was issued on August 28, 2026, as a legal certainty instrument and as a follow-up to Constitutional Court (MK) Decision No. 273/PUU-XXIII/2025, dated July 23, 2026.

Komdigi Orders Operators to Protect Paid Internet Quota

Communication and Digital Affairs Minister Meutya Hafid said remaining internet quota is a customer right that must be protected.

“Quota that has been paid for by customers is the customer's right. Remaining quota must not simply expire, and operators must not charge additional fees to maintain that remaining quota,” Meutya said in Central Jakarta on Saturday (29/08).

Meutya said the policy is intended to ensure customers receive fair benefits from telecommunications services they have already paid for.

“We also receive many complaints from the public that operators have not fully complied with the Constitutional Court's decision that customers' internet quota must not unilaterally expire when the package's active period ends. Therefore, we made this circular to ensure operators comply with legal policies in Indonesia,” she said.

Customers Can Choose How Unused Quota Is Protected

Komdigi requires operators to provide service options that allow customers to choose a mechanism based on their needs.

The protection of remaining quota can take several forms, including quota accumulation (rollover), no quota accumulation (non-rollover), extension of the active period, transfer of benefits, compensation, refunds, or other forms of protection that do not harm customers.

Meutya said the policy changes the approach to telecommunications services by giving customers the right to choose the services that match their needs and usage patterns.

“Previously, service options were mostly determined by operators. Now we are ensuring that customers have choices. Customers have the right to choose services that suit their needs and usage patterns, rather than operators choosing for customers,” Meutya said.

Operators Must Provide Clear Quota Information

Komdigi also requires operators to provide education and clear information to customers about prices, quota volume, validity periods, usage segmentation, fair-use provisions, service expiration, and the treatment of remaining quota.

The information must be presented simply, clearly, and in a way that customers can easily understand. Operators must also provide an integrated monitoring channel to help customers check their service usage and remaining quota.

Operators Must Report Compliance by September 28

Komdigi has given operators until September 28, 2026, to submit reports on their fulfillment of the obligations.

Operators must also report their progress to Komdigi once every month. The reports will form part of the ministry’s mechanism for monitoring compliance with the rules on remaining quota protection and the provision of service choices for customers.

Komdigi will conduct regular supervision of the implementation of these obligations.

PHOTO: MINISTRY OF COMMUNICATION AND DIGITAL AFFAIRS

This article was created with AI assistance.

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