A generation left behind
The internet isn’t safe or inclusive for older adults, writes Kerry Kingham. It’s time to change that.
The internet was once hailed the great equaliser. It promised connection and opportunity for all. Yet for older adults, things are not as equal as they may seem. This generation arguably needs digital tools the most, yet older Australians are being systematically excluded through a combination of design oversights, lack of education and continued exploitation.
Older adults are one of the fastest-growing demographics online. In fact, in 2022, 68 per cent of Australians aged 65 and over used the internet, according to the Australian Communications and Media Authority (ACMA).
This is a huge jump from previous years and while it’s certainly reflective of our older Aussies’ increasing digital engagement, it’s not the whole story. For many older adults, the online world is far from inclusive. The two biggest barriers facing them? Cybersecurity risks and a lack of accessibility.
According to ACCC’s Scamwatch, in 2023, Australians over 65 lost more than $120 million to scams.
This group is disproportionately targeted by phishing attempts and fraud because of their lack of familiarity with technology, and their tendency to be more trusting and less skeptical about their digital interactions.
With the rise of AI, these numbers will rise as it becomes increasingly difficult to differentiate real human interactions and sophisticated AI-generated scams. AI-powered phishing emails, deepfakes and convincing chatbots pose new threats that older adults are more vulnerable to, further eroding trust and instilling fear in a generation already struggling to navigate online spaces.
Accessibility is another huge issue.
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Poorly designed websites with tiny text, cluttered layouts and complex navigation are all unnecessary hurdles for older users, especially those with visual, cognitive or motor impairments. Despite guidance from global standards like the Web Content Accessibility Guidelines (WCAG), many websites are still falling short of best practices, leaving older Aussies to navigate an internet that is unfriendly at best and impenetrable at worst.
Why it matters
Excluding older adults from safe and inclusive online spaces goes beyond inconvenience. It has very real and serious consequences.
With so many public and private services moving exclusively online, the internet is becoming essential for older adults to access healthcare, manage their finances and maintain social connection. A lack of digital literacy leaves older Aussies vulnerable. Without the right support they may struggle to use digitised financial systems, putting them at risk of missed payments, increased stress and again, a heightened risk of exploitation.
The pandemic saw telehealth services surge, yet many older adults still struggle to use these services effectively due to unfamiliarity with video conferencing platforms or difficulties navigating patient portals. This growing digital divide is worsening health disparities and risks further isolating older individuals, who are already more prone to loneliness and depression.
The solution isn’t just telling older adults to ‘learn how to use the internet’. Taking down the barriers they face will require systemic change and collective action from tech companies, policymakers and our politicians and community leaders.
What’s needed
1. Inclusive Design Technology should serve everyone. Not just the tech-savvy. Simple changes,like larger fonts, clear navigation and high-contrast visuals can make a world of difference for older users. Apple’s accessibility features, such as voice commands and text resizing, are great examples of inclusive design in action. Such features should be standard, not optional extras or afterthoughts.
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2. Digital Literacy Programs Education is key to empowering older adults online. Australia’s Be Connected program offers tailored courses and in-person support, helping older individuals build confidence in using digital tools. But these initiatives need to scale. Governments and non-profits should collaborate to ensure resources reach the communities that need them most.
3. Enhanced Cybersecurity Older adults deserve better protection from scams. Tech companies must simplify security tools like password managers and multi-factor authentication, while regulators enforce stricter cybersecurity standards. Public awareness campaigns targeting older users can also provide practical advice on identifying threats.
4. Accessible Online Services Providers of essential services, like healthcare and banking, must prioritise user-friendly design. Telehealth platforms should offer simplified interfaces, technical support and step-by-step instructions.
Platforms like Healthdirect, Australia’s approach to telehealth, has been celebrated for its straightforward, patient-first design and is a model worth emulating. At The Chooze Shop, our entire mission is founded on providing a seamless online shopping experience for Australians of all ages and abilities, ensuring older Australians can easily navigate and access the products they need.
5. Policy and Regulation Governments must step up with stronger policies to bridge the digital divide. Subsidies for internet access and devices, mandatory accessibility compliance and penalties for exploitative practices are critical. Countries like the United Kingdom have already begun implementing digital inclusion strategies aimed at bridging the generational gap. Something we need to roll out globally.
A collective responsibility
Too often, the internet prioritises speed and innovation over inclusivity and safety and this has got to change.
We need to call on tech companies to design for accessibility, educators to empower those of all ages with digital skills and knowledge and our governments to regulate digital platforms to fairness.
After all, the promise of the digital world was connection and equity – not exclusion.
Kerry Kingham is CEO and Managing Director at The Chooze Shop.
