The hidden cost of innovation: how the digital divide is leaving some Australians behind

From booking appointments and paying bills to finding aged care or keeping in touch with family, digital technology is now essential to daily life. But for millions of Australians, the shift online has made life harder, not easier.

Research from the University of New South Wales (UNSW) shows nearly one in four Australians experience digital exclusion – meaning they struggle to afford, access or confidently use the internet. That’s almost six million people who face barriers to connecting, learning and participating fully in modern society.

Dr Ash Watson, a sociologist at UNSW Sydney, says the divide is widening.

“Digital technology is now the ticket that gets you in the door of belonging. If you can’t access that ticket, you become disconnected from society,” Dr Watson said.

Why some people are being left behind

According to the 2023 Australian Digital Inclusion Index, 23.6% of Australians are excluded or highly excluded from participating in everyday life due to barriers such as:

• Cost: Internet plans and new devices can be unaffordable for many, especially on fixed incomes.
• Access: Rural and remote areas often have poor internet coverage or service blackspots.
• Ability: Many people lack confidence or digital literacy, making online forms, logins and apps difficult to use.

The recent 3G network shutdown highlighted how quickly people can fall behind. “Some people lost access altogether or couldn’t afford a new phone, while others struggled to use newer models,” Dr Watson said.

Older Australians, people living with disability, and those from culturally and linguistically diverse backgrounds are among the most affected.

Digital exclusion and aged care

The move to digital-first systems also affects people looking for or managing aged care. Everything from registering with My Aged Care to reading provider reviews or signing service agreements now happens online.

For older people who aren’t confident with technology, this can make finding the right support feel daunting.

That’s where accessible information and offline options matter. The Aged Care Guide provides an easy way to search for home care and aged care services in your area – and for those who prefer print, the Aged Care Guide directory is available in hard copy. You can order a free printed copy or find it at many community centres, libraries and GP clinics across Australia.

Bridging the digital gap

Dr Watson says solutions need to focus on both technology and people. “Public libraries are doing fantastic work to improve digital inclusion. They offer free computer access, internet, and help from staff who can guide people through online tasks.”

Her research with Randwick City Library and the State Library of NSW is exploring how digital access affects people’s sense of connection, belonging and wellbeing.

“The social consequences of digital exclusion are escalating,” she said. “We need to build a digital society that starts with people first, not technology first.”

Getting support

If you or someone you care for struggles with online systems, help is available:

• Visit your local library for free digital skills classes and computer access.
• Call OPAN on 1800 700 600 for aged care advocacy and support.
• Order a print Aged Care Guide directory to explore aged care options in your area.

Together, these small steps can help ensure technology connects people – rather than leaving them behind.