Digital Access Is a Human Right: Supporting Digital Inclusion

Digital Access Is a Human Right: Supporting Digital Inclusion

Published: Friday, 17 April 2026
Category: Rights & Social Justice
Reading time: 7 minutes

"Just apply online."

"Download the app."

"Check your myGov account."

"Join the Zoom meeting."

"Scan the QR code."

These simple instructions exclude millions of Australians. People without smartphones. People without internet. People who don't know how to use technology. People for whom "just" doing something online is actually impossible.

And increasingly, we're designing services—including community services—that are digital-first or digital-only.

The result? Digital exclusion becomes social exclusion.

If you can't access the internet, you can't:

• Apply for housing

• Check Centrelink payments

• Access your NDIS plan

• Apply for jobs

• Do online banking

• Connect with distant family

• Access telehealth

• Participate in online community groups

Digital access isn't a luxury. It's essential infrastructure for participating in modern society.

Which means supporting digital inclusion is part of equity work in community services.

Let me show you why it matters and what you can do.

The Digital Divide in Australia

We talk about the digital divide like it's simple: some people have internet access, some don't.

But it's more complex than that.

Four Dimensions of Digital Exclusion

1. Access (Infrastructure)

The problem:

• 2.5 million Australians have no internet at home

• Rural and remote areas often lack reliable infrastructure

• Cost is prohibitive for people on low incomes

• Some people have no device (smartphone, computer, tablet)

Who's affected:

• People experiencing poverty or homelessness

• People in rural/remote areas

• Older people on fixed incomes

• People leaving institutions (prison, child protection, mental health)

2. Affordability (Economic)

The problem:

• Internet plans cost $50-100+ monthly

• Smartphones cost hundreds to thousands of dollars

• Data is expensive

• Repairs and replacements add up

Reality: When you're choosing between food and phone credit, phone credit loses.

3. Ability (Accessibility)

The problem:

• Many websites aren't accessible to people with disability

• Screen readers don't work on poorly designed sites

• Video content lacks captions

• Forms don't work with assistive technology

• Small text, complex navigation, poor colour contrast

Who's excluded:

• People who are blind or have low vision

• Deaf or hard of hearing people

• People with cognitive disabilities

• People with motor disabilities affecting device use

4. Skills (Digital Literacy)

The problem:

• Not everyone knows how to use technology

• Interfaces change constantly

• Online safety risks (scams, privacy)

• Knowing where to find information

• Understanding digital communication norms

Who struggles:

• Older people who didn't grow up with technology

• People with limited education

• People with cognitive disabilities

• People who've been incarcerated or institutionalised

• Recent arrivals to Australia

All four dimensions matter. Giving someone a device doesn't help if they can't afford internet. Having internet doesn't help if they don't know how to use it or sites aren't accessible.

Why Digital Inclusion Matters

1. Access to Essential Services

Government services are increasingly digital:

• Centrelink: myGov account required for most transactions

• NDIS: portal for accessing plans and requesting changes

• Medicare: online claiming, digital health records

• Tax: myGov for returns and communications

If you can't access these digitally:

• Wait in physical offices (long waits, limited hours)

• Rely on phone (often equally difficult, long wait times)

• Miss important notifications

• Can't manage your own affairs

2. Economic Participation

Employment:

• Most jobs require online applications

• Many jobs require basic digital skills

• Working from home requires internet and devices

Financial inclusion:

• Online banking is cheaper than branch banking

• Bill payment is often only online

• Financial services assume digital access

Without digital access:

• Locked out of many jobs

• Pay more for financial services

• Can't access online shopping or price comparison

3. Social Connection

Particularly during COVID, digital became lifeline:

• Video calls with family

• Social media to stay connected

• Online community groups

• Dating apps

• Gaming communities

For people with disability or mobility limitations: Digital connection may be primary or only social connection.

For people in rural areas: Online communities may be only way to connect with others who share experiences.

4. Information and Learning

Health information:

• Telehealth

• Health portals

• Researching conditions

• Booking appointments online

Education:

• Online courses

• Remote learning

• Educational resources

Civic participation:

• Accessing government information

• Participating in consultations

• Petitions and campaigns

• Voting information

5. Crisis Response

COVID showed how quickly services shift online. People without digital access were:

• Cut off from services

• Isolated from family

• Unable to access pandemic information

• Excluded from online shopping during lockdowns

Digital exclusion becomes acute in emergencies.

Who's Most Affected

Digital exclusion intersects with other forms of disadvantage:

Older people: May not have grown up with technology, on fixed incomes, physical barriers to using devices

People experiencing poverty: Can't afford devices or internet, may have unstable housing affecting connectivity

People with disability: Face accessibility barriers, may have cognitive or physical barriers to device use

Aboriginal and Torres Strait Islander people: Particularly in remote communities, infrastructure challenges plus cost barriers

People from CALD backgrounds: Language barriers, different technology norms, lack of translated resources

People experiencing homelessness: No stable address for service connection, no safe place to charge devices, theft risk

People with mental health challenges: Cognitive impacts, paranoia about surveillance, difficulty managing complexity

People in rural/remote areas: Poor infrastructure, higher costs, fewer support options

People leaving institutions: Prison, child protection, mental health—often no devices, no digital skills, playing catch-up

Supporting Digital Inclusion: What You Can Do

1. Never Assume Digital Access

Don't assume everyone has:

• A smartphone

• Internet access

• Email they check regularly

• Ability to download apps

• Knowledge of how to use technology

Always ask: "What's the best way to contact you—do you prefer phone, text, email, or something else?"

"Do you have reliable internet access, or would you prefer paper?"

2. Offer Non-Digital Alternatives Always

For every digital option, offer alternatives:

• Paper forms as well as online

• Phone appointments as well as video

• In-person meetings as well as remote

• SMS as well as email

• Mail as well as portal

Don't make digital the ONLY option.

Even if it's easier for you, it may exclude people.

3. Provide Supported Access

If your service has computers/internet:

• Offer time for people to use them

• Support them to access services online

• Help them set up accounts

• Print information they need

Examples:

• Support person to log in to myGov and check Centrelink

• Help someone complete online job application

• Print NDIS plan for them

• Set up video call with family member

This isn't "doing it for them." It's providing access to infrastructure they need.

4. Teach Digital Skills

Basic skills many people need:

• Setting up email

• Using myGov portal

• Online safety (passwords, scams)

• Video calling

• Searching for information

• Using apps

• Smartphone basics

How:

• One-on-one support (most effective)

• Group workshops

• Peer teaching (someone who recently learned teaching others)

• Slow, patient, step-by-step

• Written instructions they can keep

• Practice sessions

Remember:

• Don't assume prior knowledge

• Use plain language, not jargon

• Go at their pace

• Celebrate small wins

• Expect to teach same thing multiple times

5. Connect to Digital Inclusion Programs

National programs:

• Be Connected (digital literacy training for older Australians)

• Good Things Foundation (digital skills programs)

• Libraries (free internet access, digital literacy support)

Local programs:

• Community centres offering digital support

• Telco subsidies (discounted plans for concession card holders)

• Device donation programs

Make warm referrals. Connect the person directly, don't just give them a phone number.

6. Support Device Access

Options:

• Device donation programs

• Refurbished device suppliers

• No-interest loans for devices

• Payment plans

• Government programs (e.g., NBN SkyMuster for rural areas)

For people experiencing homelessness:

• Mobile devices more realistic than computers

• Pre-paid plans may work better than contracts

• Consider safety (theft, domestic violence)

7. Advocate for Digital Accessibility

Within your service:

• Is your website accessible?

• Do videos have captions?

• Are forms screen-reader compatible?

• Can people access services without digital literacy?

In systems you navigate:

• Provide feedback when government services are inaccessible

• Advocate for phone/paper alternatives

• Highlight when digital-only creates exclusion

8. Consider Safety

Digital access isn't always safe:

Domestic violence: Phones can be monitored, locations tracked, communications read.

Stalking: GPS, social media, tracking apps create risks.

Justice involvement: Parole conditions may restrict internet use. Past charges may create barriers.

Privacy concerns: Some people reasonably don't want digital footprint (survivors of abuse, people in hiding).

Before assuming digital is best, ask: "Is it safe for you to use email/video/apps?" or "Do you have privacy concerns with digital communication?"

Practical Scenarios

Scenario 1: NDIS Planning Meeting

Problem: Planning meeting scheduled as Zoom call. Person doesn't have internet or device.

Solutions:

• Offer phone option

• Invite them to your office to use device with support

• Provide transportation to service with internet

• Ask NDIS if meeting can be in-person instead

Scenario 2: Centrelink Debt

Problem: Person received debt notice via myGov. They don't have internet or know how to use myGov.

Solutions:

• Support them to access your office computer

• Log in to myGov with them (with their permission)

• Call Centrelink together

• Write down steps so they can do it themselves next time

• Advocate for Centrelink to send paper notices

Scenario 3: Job Applications

Problem: Person wants to apply for jobs but all applications are online. They don't know how.

Solutions:

• Teach them basic computer skills

• Support them to create email address

• Help set up job search accounts

• Practice completing applications together

• Connect with employment service for ongoing support

Scenario 4: Isolated Older Person

Problem: Person is isolated, family lives interstate. They don't use technology and feel left out.

Solutions:

• Assess interest in learning video calls

• Start simple (tablet may be easier than smartphone)

• Teach one thing at a time (video calling only, to start)

• Set up device with family member's contact

• Practice together

• Connect to Be Connected program for ongoing support

When Digital Exclusion Is By Choice

Some people choose not to engage digitally:

• Privacy concerns

• Philosophical objections

• Prefer in-person communication

• Find technology stressful

That's valid.

Don't push. Respect their choice. Ensure services remain accessible to them.

The Bigger Picture

Digital inclusion isn't about making everyone use technology. It's about ensuring technology doesn't create new forms of exclusion.

Questions for services:

• Are we inadvertently excluding people by moving services online?

• Do we offer genuine alternatives, or token paper options?

• Are we assuming digital access and literacy?

• Are we building accessibility into digital services from the start?

Questions for systems:

• Why are essential government services digital-only?

• How do we ensure people aren't locked out of rights and entitlements?

• What's our responsibility to provide infrastructure and support?

Digital inclusion is equity work. It's recognising that in 2026, internet access is as essential as electricity or running water.

And community workers? We're often the bridge—connecting people to access, teaching skills, advocating for accessibility, and ensuring no one is left behind in the digital shift.

That's not extra work. It's core work.

Key Takeaways

• Digital exclusion has four dimensions: access, affordability, ability (accessibility), and skills

• 2.5 million Australians have no home internet; many more face affordability or accessibility barriers

• Essential services increasingly digital-only, excluding people without access

• Never assume digital access—always offer alternatives

• Support can include providing access to devices, teaching skills, and connecting to programs

• Digital safety matters—some people can't safely use technology

• Respect when people choose not to engage digitally

Reflection Questions

• What assumptions does your service make about clients' digital access and literacy?

• If someone walked in without a smartphone or internet access, could they still access your service fully?

• Who in your community might be most affected by digital exclusion?

• What's one thing you could do this week to support digital inclusion?

Further Learning

Deepen your understanding of accessibility and inclusion with The Community Workers Hub:

• Digital Inclusion and Accessibility in Community Settings - Practical strategies for supporting digital access

• Rights & Social Justice Frameworks - Understanding access as a right

• Advocacy Through Policy - Advocating for accessible systems

Join The Hub for training that centres equity and access.

Sarah Smallman is the founder of The Community Workers Hub and believes digital access is a right, not a privilege.