Falling Through the Digital Cracks: Are Government Mandates Pushing People Off the System?
Australia’s rapid transition to digital-first service delivery is designed to improve efficiency, security, and accessibility. From myGov to Medicare, from Centrelink to the ATO, essential services are now accessed online—and protected by mandatory security measures like Two-Factor Authentication (2FA) and Passkeys.
But in the rush to modernise, something critical may be happening beneath the surface.
Could it be that some of the most vulnerable members of our society—particularly the elderly, those with disabilities, or individuals with low digital literacy—are quietly falling off the system entirely?
The signs are subtle, but they’re there.
🔒 A System That Now Demands Digital Compliance
Let’s review what’s required to stay connected in 2025:
Access to a smart device or computer
The ability to receive SMS codes or use authentication apps
Secure passwords or biometric login setup
Comfort navigating myGov, Medicare, and other portals
Familiarity with updates, new apps, and account recovery processes
These aren’t optional anymore. They’re mandated by design.
For example:
myGovID is becoming essential for business, ATO, and even identity verification
My Health Record access is primarily digital, via secure logins
🧠 Who’s Falling Behind?
While many Australians can adapt, a significant number are struggling with:
Memory issues or cognitive impairments
Lack of access to a compatible device
Vision or dexterity issues that make small screens hard to use
Low confidence in using technology or fear of “breaking something”
No one to assist with setup or troubleshooting
For these individuals, digital mandates aren’t empowering—they’re exclusionary.
🛑 The Quiet Drop-Off: Real Consequences
We’re now seeing early signs of disengagement:
Seniors unable to access Medicare or Centrelink due to login failures
Missed telehealth appointments because they couldn’t navigate video apps
People locked out of payments after failing to verify identities
Entire accounts left inactive or abandoned due to inaccessible setup
And because these individuals often suffer in silence, there’s no visible complaint—just quiet disconnection.
The government may see fewer system logins. But that doesn’t mean fewer people need help. It may mean fewer people can get through the door.
💡 The Human Cost of Digital Convenience
What was meant to simplify and secure is—without proper support—creating a new form of digital gatekeeping.
People may go without medication, services, or income because of failed logins
Support workers may change too frequently to provide consistent tech help
Elderly individuals may simply “give up” and stop engaging with the system
There’s a risk that services could be cut off without anyone realising until it’s too late
This isn’t theoretical—it’s already happening in low-income areas, aged care facilities, and among isolated clients.
🧭 What’s Needed Now
If the government is mandating digital access, then:
Devices must be configured appropriately for those with special needs
Time-limited support like library sessions is not enough
Personalised, ongoing digital coaching must become part of aged care, disability services, and welfare support
Agencies should consider low-tech alternatives or exemptions for those truly unable to comply
✅ Final Thoughts
In a nation as advanced as Australia, no one should fall off the system just because they can’t manage a password reset or set up a fingerprint login.
We must recognize that digital inclusion is now fundamental to service access—and it requires more than just good Wi-Fi or a working phone.
It requires compassionate, customised support—or we risk creating a society where security protocols protect systems, but leave people behind.