Why Passkeys and Compatible Devices Matter for NDIS Participants: Reducing Cognitive Load and Support Dependency
As digital security evolves, the shift from passwords to Passkeys is transforming how people access online services. But for NDIS participants with cognitive challenges, and in environments with high support worker turnover, this shift isn’t just about convenience—it’s about protecting access, promoting independence, and future-proofing support systems.
Here’s why setting up Passkeys on compatible smart devices is becoming a critical assistive technology strategy for participants and providers alike.
🧠 The Problem: Cognitive Load and Password Fatigue
For many NDIS participants, remembering passwords and security questions is more than a nuisance—it’s a barrier to access.
Common issues include:
Memory impairments or cognitive disability affecting recall
Frustration or anxiety caused by repeated lockouts or failed logins
Inconsistent setups across devices (especially when support workers change)
Lost notebooks, unsafe password storage, or reliance on carers to manage credentials
This leads to a loss of independence, unnecessary reliance on support staff, and wasted support hours trying to recover or reset logins.
🔁 The Challenge of Support Worker Turnover
NDIS participants often experience high attrition rates among support workers. This creates a number of risks:
Inconsistent device setups
Different login routines or password storage methods
Loss of access due to prior workers managing (or forgetting) credentials
Time spent by new staff rebuilding digital access from scratch
Each change creates new friction, delaying essential tasks like logging into myGov, checking the NDIS portal, or managing appointments.
🔑 The Solution: Passkeys and Device-Linked Authentication
Passkeys are a new, passwordless login method backed by Google, Apple, Microsoft, and the FIDO Alliance. They use your device’s built-in authentication (e.g., fingerprint, face ID, or PIN) to log in securely.
Why Passkeys Are a Game-Changer:
No need to remember passwords – login is tied to the device and verified biometrically or via PIN
Faster logins for government, banking, and healthcare apps
Difficult to phish or hack – more secure than passwords
Simplifies login processes for participants with memory issues
Reduces need for external login help from support workers
💡 Once set up, a participant can log in to essential services using just their fingerprint or face ID—no typing or memory required.
🧩 Why It’s
Reasonable and Necessary
for NDIS Plans
Here’s how setting up Passkeys and using compatible devices aligns with NDIS funding principles:
✅ Linked to the Disability
Addresses cognitive impairments and memory limitations
Supports independence in managing personal data and services
✅ Achieves Plan Goals
Supports goals like “building capacity,” “independence,” “self-management,” and “reduced reliance on others”
Reduces risks of missing appointments, payments, or critical communication due to login issues
✅ Cost-Effective
Prevents repeated use of support hours for password recovery and device setup
Avoids time-consuming, expensive interventions when access is lost
✅ Promotes Best Practice
Reflects modern, secure access methods supported by Australian government services
Reduces risks associated with handwritten password sheets or shared logins
📱 Compatible Devices: What’s Needed?
To use Passkeys, participants need a device that supports:
Biometric authentication (e.g., fingerprint scanner, Face ID)
Modern OS and browser support (e.g., Android 9+, iOS 16+, Chrome, Safari, Edge)
Secure storage for passkeys (built-in to Apple Keychain or Google Password Manager)
🔧 For example, an entry-level Android phone with a fingerprint scanner or a basic iPad with Face ID can fully support Passkeys.
🛠️ Putting It Into Practice
When supporting a participant:
Check current devices for compatibility
Upgrade if necessary, and request funding under Low-Cost Assistive Technology
Set up biometric unlock with a trusted support worker
Register Passkeys for key services like myGov, banks, and healthcare apps
Document the setup in the participant’s support plan or communication book
🔗 Key References
✅ Final Thoughts
As government systems and security standards evolve, the expectation is digital compliance—but for many NDIS participants, that requires careful setup, compatible devices, and intelligent support planning.
Setting up Passkeys isn’t just about faster logins. It’s about protecting independence, ensuring continuity of access across support workers, and future-proofing NDIS participants in a digital-first world.
Here’s a Passkey Setup Checklist tailored for NDIS participants and their support workers. This guide ensures secure, future-proofed access to essential services—while reducing reliance on passwords and support hours.
✅ Passkey Setup Checklist
For NDIS Participants and Support Workers
1. 📱 Check Device Compatibility
Ensure the participant’s device meets these minimum requirements:
🔒 Biometric unlock method (e.g., fingerprint scanner, Face ID, or secure PIN)
📲 Operating system:
Android 9+ with Google Play Services
iOS/iPadOS 16+ or macOS Ventura+
Windows 10+ with Edge or Chrome
🌐 Modern browser:
Chrome, Safari, or Edge (latest versions)
🔄 If the device isn’t compatible, request funding for a replacement under Low Cost Assistive Technology (<$1500).
2. 🧠 Set Up Biometric or Secure Unlock
To use Passkeys, the device must be securely locked.
✅ Set up Fingerprint or Face ID
🔐 Use a PIN as backup (record this somewhere secure)
📝 Note: Avoid letting support workers set up logins using their own credentials
3. 🔑 Set Up Passkey-Ready Accounts
Create or prepare the following accounts for Passkey login:
Service
Link
Passkey Compatible
Google (Gmail, YouTube)
✅ Yes
myGov
my.gov.au (via Code Generator)
⚠️ Limited, uses 2FA for now
Apple ID (if on iOS)
✅ Yes
Banks (varies)
Check individual bank apps
⚠️ In Progress
myGovID (ATO/ABN)
✅ Yes (App-based login)
4. 🗂️ Register Passkeys
Set up Passkeys for supported websites:
Open the website on a supported browser (e.g., Chrome)
Log in to the account
Navigate to Security Settings > Passkeys > Create Passkey
Use Face ID, fingerprint, or PIN to register the device
💡 Example walk-through:
5. 🔐 Secure Backup and Recovery Plan
📸 Take a photo or screenshot of the biometric/PIN setup page (store securely)
📝 Record device make/model and backup unlock PIN
🔒 Save notes in a secure, offline location (e.g., printed sheet in care folder)
Optional: Enable cloud backup of Passkeys using:
Google Password Manager (Android/Chrome)
Apple iCloud Keychain (iPhone/iPad/Mac)
6. 📘 Document in Support Plan
For continuity across support workers:
Include device unlock method and key apps used
Note where passkeys are stored or synced (Google/Apple account)
Record the last date Passkeys were updated
Add a reminder to check/review logins every 6–12 months
7. 📞 Train the Participant (if applicable)
Support skill-building by:
Practicing logging in using the biometric method
Creating a simple guidebook with app icons, steps, and what to press
Reinforcing confidence with repetition and routine
Bonus: 🧾
Justification for NDIS Funding
If applying for a compatible smart device:
🧠 Link to cognitive/memory issues
🔐 Reference 2FA and Passkey requirements for myGov, health, and NDIS systems
💸 Justify as Assistive Technology that enables access and reduces ongoing support hours