Older People’s Experiences of Digital Exclusion

The use of digital technology across society and our public services has accelerated significantly in recent years, which has created barriers for older people who are not online trying to access services and information, as well as other kinds of amenities.

Issues relating to digital exclusion are frequently raised with the Commissioner by older people, and she is keen to learn more about the kinds of issues and challenges people are facing, including whether people’s rights to access information and services via non-digital means are being upheld.

For example, a number of older people have told the Commissioner they have been unable to take part in online / video call appointments with their GP and have been unable to book a face-to-face appointment. Others have spoken about the difficulties they have faced when forced to use an app to pay for things like parking the car, which in some cases has meant they are unable to get out and about and do the things that matter.

So if you (or an older person you know) have struggled to do something that matters to you due to not being online, or because of difficulties using digital technology, we’d like to hear about your experiences and any problems this may have created. This could be things like:

  • Booking appointments online e.g. GP appointments
  • Health consultations / services
  • Finding information and advice
  • Making your voice heard
  • Other issues, e.g. payments / finances


You can share your experiences by clicking the link here  – it will only take a couple of minutes – or, if you’d prefer, you can call us on 03442 640 670, email [email protected] or write to us:

Older People’s Commissioner for Wales
Cambrian Buildings
Mount Stuart Square
CF10 5FL

Many thanks for your help!

If you need assistance with any of the issues you have experienced, please remember you can contact the Commissioner’s Advice and Assistance team for help and support.

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