Opinion: Digital Security Mandates Are Quietly Pushing Vulnerable Australians Off the System
As Australia moves deeper into a digital-first future, government services—from Medicare and Centrelink to aged care and the NDIS—are becoming increasingly accessible only through online portals. We’re told this modernisation is about efficiency, cost-saving, and keeping our information safe.
But there’s a question no one seems to be asking:
What happens to the people who can’t keep up?
For a growing number of older Australians and those with disabilities, secure digital access isn’t just hard—it’s impossible without the right support. And as the government tightens security requirements like two-factor authentication (2FA), passkeys, and biometric login, we’re beginning to see something alarming:
People are quietly falling off the system.
From Passwords to Passkeys — and a Growing Divide
Logging in to myGov, managing Medicare, or accessing My Health Record now requires more than just a password. It often means:
A compatible smartphone or tablet
The ability to receive SMS codes or install code generator apps
Biometric authentication like fingerprint or facial recognition
Navigating updates and recovering lost access
These features sound great—if you’re tech-savvy, confident, and have the latest phone in your pocket.
But for someone with memory loss, arthritis, vision impairment, or even mild cognitive issues, it’s a digital wall.
I’ve Watched It Happen
I’ve watched elderly people struggle to unlock their phones, let alone install a secure app. I’ve helped someone access their pension only to find out their phone was too old to support the latest 2FA update. I’ve seen people too proud—or too confused—to ask for help, quietly withdrawing from services they’re entitled to.
And when support workers change—as they often do—so do devices, setups, and logins. There’s no continuity. Only confusion.
We’re not talking about rare exceptions. We’re talking about a systemic digital disadvantage growing in plain sight.
The Government Has Built a Secure Door—But No Ramp
Yes, security matters. Yes, digital access is the future. But when you introduce mandatory 2FA, passkeys, and identity apps like myGovID, you need to ensure everyone has the tools and time to comply.
Library tech support in 30-minute blocks? It’s not enough. A printed brochure on how to use myGov? It’s not enough. Giving someone a smartphone without configuring it? That’s not support—that’s passing the burden back to them.
We’ve built a new secure door. But for many older Australians, there’s no ramp to get to it.
What Inclusion Looks Like
True inclusion means:
Pre-configured devices with accessibility settings turned on
Consistent, one-on-one digital support that’s patient and personalised
Acknowledging that tech setup is not a one-time event, but an ongoing process
Making space in aged care and disability budgets for real digital coaching
Recognising that some people may never be able to fully manage digital security—and building humane, flexible alternatives
The Stakes Are Higher Than We Think
This isn’t just about emails or video calls. This is about accessing essential income, healthcare, housing, and legal services. When someone gives up on logging in, it’s not because they don’t care. It’s because the system wasn’t designed for how they operate.
And when the government counts service usage and sees declining logins, I hope someone stops to ask:
“Are people truly opting out—or are they locked out, silently?”
Final Thought
Security should never come at the cost of participation.
If we truly value inclusion, then the digital systems we build must come with ramps, handrails, and patient guides—not just for the tech-literate, but for everyone.
Because a system that leaves its most vulnerable behind isn’t secure at all.
Data Summation:
Internet Usage Among Older Australians: In 2018, 38.4% of Australians aged 65 and over had not accessed the internet in the previous three months. The primary reasons cited were:
No need or interest: 79.0%
Lack of confidence or knowledge: 20.7%
No access to a computer or mobile technology: 14.4%
Internet Usage Among Australians with Disabilities: Similarly, 28.5% of Australians with disabilities had not accessed the internet in the same period. Their reasons mirrored those of the elderly:
No need or interest: 73.9%
Lack of confidence or knowledge: 23.4%
No access to suitable technology: 14.3%
These statistics highlight a pressing issue: as government services become increasingly digitized and implement stringent security measures like Two-Factor Authentication (2FA) and passkeys, a substantial portion of our population risks being excluded. Without targeted support and resources to bridge this digital divide, we risk creating a system that, while secure, leaves many behind.