Minister of Communication, Digital Affairs Issues Circular to Protect Customers’ Remaining Internet Quota

The Minister of Communication and Digital Affairs has issued Circular Letter Number 4 of 2026 on the Obligation to Offer Service Options and Protect Remaining Internet Quota, dated Friday, August 28, 2026.

The circular, which was addressed to Mobile Cellular Network Providers (mobile operators), serves as operational guidance and an official directive for the direct implementation of Constitutional Court (Mahkamah Konstitusi/MK) Decision Number 273/PUU-XXIII/2025.

“We have also received numerous complaints from the public that operators have not fully complied with the Constitutional Court’s ruling, which states that customers’ remaining internet quota must not expire unilaterally when the active period of their mobile package ends. This circular is therefore issued to ensure that operators comply with Indonesia’s legal and policy framework,” said Minister of Communication and Digital Affairs Meutya Hafid.

The circular aims to:

1. Guarantee the fulfilment of the rights of telecommunications service users who have fulfilled their payment obligations to obtain the benefits of the service and the economic value inherent in payments for internet access services.
2. Ensure the availability of flexible and proportional service package options that correspond to users’ needs and financial capabilities.
3. Prevent harmful billing practices, where unused quota must remain usable until fully consumed without being subject to additional charges or tariffs under the pretext of active period extensions or any other reason.

In implementing the circular, all mobile operators are required to:

1. Offer a range of flexible service package options, including packages with quota accumulation features (rollover), packages without quota accumulation (non-rollover), and other service innovations.
2. Protect unused remaining internet quota (for both prepaid and postpaid services) through mechanisms such as accumulation (rollover), active period extension, benefit transfer, compensation, refunds, or other forms of protection.
3. Treat remaining quota as the customer’s property that may be used until fully consumed, and strictly prohibit imposing additional charges under the pretext of active period extensions or any other reason for such quota.
4. Improve customers’ access to information regarding prices, quota volume, validity periods, usage segmentation, fair use policies, service termination, and treatment of remaining quota.
5. Provide integrated monitoring channels to enable customers to easily check their usage and remaining quota for the selected service.
6. Strengthen customer complaint handling mechanisms to make them more effective and accessible, accompanied by periodic service evaluations.

The Ministry has set September 28, 2026 as the deadline for operators to submit reports on compliance with these obligations and to submit periodical report on their progress in fulfilling the obligations every month. The Ministry will also conduct periodic supervision over the implementation of these obligations.

Through this circular, the Government ensures the continuous development of national telecommunications services while putting the public interest and the protection of citizens’ rights at the essential core of the national digital ecosystem. (Public Relations of Ministry of Communication and Digital Affairs/Public Relations of Ministry of State Secretariat) (EST/TM)