People who are digitally excluded

What people told us

Digital exclusion in NSW affects different community groups in different ways.

• Socio-economically disadvantaged communities commonly experience limited
  internet access and lack digital skills.
• Aboriginal and Torres Strait Islander people in remote regions often lack internet
  and phone services, with cost being a significant barrier.
• People with disability are likely to encounter digital accessibility issues, and some face the additional costs of assistive technologies needed to access online information and services.
• Older people can lack the skills needed for important online tasks. 
• CALD communities tend to face challenges with digital literacy and access to translated online content.
• Geographically remote groups are challenged by inadequate broadband infrastructure*, limited connectivity options, higher internet costs and social isolation.  
• Women are more likely to have digital skills gaps, especially if they have taken time out of the workforce, and struggle with affordable access to digital connectivity and devices. They are also more likely to experience harassment, coercive control and domestic abuse, which may manifest in not being able to access digital services.
• Representatives from the LGBTIQ+ community told us they are more likely to experience online harassment. School students of all backgrounds can face cyberbullying.

Our public consultation survey results showed that 90% of respondents felt they benefit from digital technologies in their daily lives, underscoring the importance of digital inclusion. However, 20% felt they lacked the skills for important online tasks, including work and accessing government services.

This figure rose to 50% for social housing residents. Also, nearly 50% of all respondents said they experienced problems with internet connections, mainly low speed and frequent outages.

Financial challenges to using the internet and digital devices were reported by 33% of respondents overall, with this number rising to 66% for those living in social housing or remote areas. Further, 25% of respondents said their greatest barrier to digital participation was internet and device costs.

Inaccessible online content was raised as another barrier, with 21% of respondents reporting this as a challenge. This number increases to 48% for Aboriginal and Torres Strait Islander people and 47% for people with disability. Reported accessibility issues include complex language, dysfunctional forms, difficult navigation and lack of options for visual disabilities.

The survey results indicated that lack of trust and safety online is a significant barrier to digital inclusion. Overall, 83% of respondents reported experiencing online scams, privacy breaches or harassment, while 92% of Aboriginal and Torres Strait Islander people reported experiencing scams.

These findings highlight that while NSW communities want and need digital inclusion, they face significant barriers that prevent full participation in the digital world. These barriers don’t just cause digital exclusion – they can also cause social and economic isolation, such as not being able to access healthcare, jobs or education. 

* Broadband is a type of high-speed internet connection. There are 6 main types of broadband technologies: digital subscriber line (DSL), cable modem, fibre, wireless, satellite, and broadband over power lines (BPL). To have wi-fi at home, you need to have broadband first.