Canberra's rapid shift toward cashless government services is creating significant barriers for people with disabilities, with advocates warning that vulnerable residents are being systematically excluded from essential support systems.
The move toward digital-only services through Access Canberra has left many individuals with disabilities struggling to navigate systems not designed with their needs in mind. From online portals that aren't screen-reader compatible to complex digital verification processes, the very people who rely most on government support are finding themselves locked out.
'A system working against us'
Disability advocates report growing concerns about the pace of digital transformation without adequate safeguards for accessibility. Many describe a system that appears efficient on the surface but fails to account for the diverse needs of Canberra's disability community.
"We're seeing people who genuinely need support being turned away because they can't navigate the digital gatekeeping," one advocate revealed. "It's creating a two-tier system where if you're digitally literate and have the right equipment, you're fine. If not, you're left behind."
The human cost of digital exclusion
The transition affects everything from disability support applications to parking permits and public transport concessions. Individuals report spending hours trying to complete simple tasks that previously took minutes with in-person assistance.
For those with visual impairments, cognitive disabilities, or limited digital literacy, the challenges are particularly acute. Many describe feeling abandoned by a system that's supposed to support them.
Critical gaps in the system
- Inaccessible online forms and portals
- Lack of alternative communication methods
- Reduced in-person service options
- Complex identity verification requirements
- Limited support for digital literacy challenges
Call for inclusive design
Advocates are urging the ACT government to implement proper accessibility standards and maintain multiple service delivery channels. They emphasize that digital transformation shouldn't mean leaving vulnerable citizens behind.
"True progress means ensuring everyone can access services, not just those who fit the digital mould," another disability representative noted. "We need systems designed for real people with real limitations, not theoretical users who don't exist."
The situation highlights the delicate balance between technological advancement and social inclusion, raising important questions about how governments can modernize services without creating new forms of discrimination.
