Glossary
Terms you will meet in a Travelio deposit dispute
Half the difficulty of a deposit dispute in Indonesia is vocabulary. These are the terms that come up, in plain language.
- Deposit
- The security sum paid before you receive keys, held against damage and unpaid utilities. It is your money, held on trust — not a fee. Sums documented here range from Rp300,000 for a short stay to over Rp6,100,000 for an annual lease.
- Post charge
- A bill raised after you have moved out and the unit has been re-let, for damage you can no longer inspect. Nine records here describe it. The structural problem is that you have no access and no independent record by the time the claim arrives.
- Noda tembok
- Literally "wall stains". Documented as the stated reason for a unilateral deposit deduction. Normal wear is not chargeable, so ask for dated before-and-after photographs plus the repair invoice.
- PSM
- Perjanjian Sewa Menyewa — the rental agreement. One published complaint concerns a monthly tenancy handed over without the owner-signed PSM, leaving the tenancy with no document evidencing its terms.
- BPSK
- Badan Penyelesaian Sengketa Konsumen — the Consumer Dispute Settlement Body, at city and regency level. Hears consumer disputes through mediation or arbitration, requires no lawyer, and issues binding decisions. Usually the strongest route for a withheld deposit.
- BPKN
- Badan Perlindungan Konsumen Nasional — the National Consumer Protection Agency. Receives complaints directly and creates an official record that exists independently of the company.
- YLKI
- Yayasan Lembaga Konsumen Indonesia — the Indonesian Consumers Foundation, an independent NGO with genuine media reach and a track record of extracting responses that individual complaints do not.
- LAPOR!
- The national public complaint portal at lapor.go.id. Free, online, routes your complaint to the responsible ministry and issues a reference number you can cite later.
- UU No. 8/1999
- Indonesia’s Consumer Protection Law. Gives you the right to accurate information, to have complaints heard and resolved, and to compensation where a service does not match what was agreed. A rental platform holding your deposit is a business actor under this law.
- UU ITE
- The Electronic Information and Transactions Law. Has been used against consumers who posted complaints online, which is why accuracy protects you: publish dated facts, amounts and documents you actually hold, framed as your own experience.
- Surat pembaca
- A published reader’s letter. MediaKonsumen runs these, and four full pages of them concern Travelio. Companies frequently respond publicly there when they will not respond privately.
- Tanggapan
- A formal company response to a published complaint. Two appear in this record — both issued after the complaint became public, never before.