Over 65% of Australians Aged 75+ Digitally Excluded as Services Go Online

More than 65 per cent of Australians aged over 75 are digitally excluded, according to the Australian Digital Inclusion Index. As banking, government support and aged-care systems shift online, older people are losing independence and relying on family, neighbours and retirement-village staff to navigate essential services. Advocates warn that digital-first policies risk leaving vulnerable seniors isolated and unable to manage their own lives.

The scale of digital exclusion among older Australians

The Australian Digital Inclusion Index found that more than 65 per cent of people over 75 were digitally excluded. The 2025 study recorded improved access and digital ability over the previous two years, but access for Aboriginal and Torres Strait Islander people, regional and remote residents, people with disability and public-housing residents remained below the national average. In Balingup, Western Australia, a town with a median age of 58, the problem is acute. Wendy Trow helps her 85-year-old sister Marjorie Jones access online aged-care services and banking after the bank’s move away from cheques left Ms Jones unable to manage her finances independently.

How families are stepping in to fill the gap

Relatives, neighbours and retirement-village staff are increasingly stepping in to help older people access essential online services. Wendy Trow has organised volunteers to assist older residents with My Aged Care services, though she said they had received no training. She warned that people in rural towns and cities could be falling through the cracks because digital access is too difficult. Bolton Clarke retirement villages in Brisbane began digital-literacy seminars three years ago, covering online searches, scams and artificial intelligence. Ms Trow said vulnerable residents needed face-to-face help with banking and government support in every community.

Why services must offer non-digital options

Patricia Sparrow, chief executive of Council on the Ageing Australia, said services could be digital first but not digital only. Digital exclusion can leave people isolated, frustrated and less confident in managing their own lives. Experts warn that essential services must remain accessible through non-digital options, while more digital literacy support should be provided to older Australians. Marjorie Jones, a former nurse, said computers make her nervous and that she would be in aged care without her sister’s support.

Final Thoughts

The digital divide is forcing older Australians to surrender independence and rely on unpaid family help. Without non-digital access to banking, government and aged-care services, seniors risk isolation and loss of autonomy.

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