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. © 2021 by Nova Science Publishers, Inc.