The Older People’s Commissioner for Wales is calling on the Welsh Government to lead a range of action to ensure that policy commitments to tackle digital exclusion amongst older people are translated into meaningful improvements in their day-to-day lives and experiences.

Publishing a new briefing paper which provides a snapshot of the current situation in Wales, the Commissioner also warns that without this action, older people are at risk of being left behind and excluded, unable to access crucial information, services and support.1

The paper highlights that while there is evidence of a greater focus on digital exclusion and its impact within public policy since the publication of the Commissioner’s Access Denied report in 2024, there is little evidence that this has led to meaningful improvements for older people.

This is reflected in evidence shared with the Commissioner by older people, which consistently demonstrates that digital exclusion continues to act as a barrier to accessing essential services and support.

Many older people also experience barriers due to the limited availability of telephone, paper-based or face-to-face services, which provide crucial alternatives to digital services for those who are not online.

Evidence captured through the Commissioner’s Advice and Assistance Service also indicates that these issues are becoming more prevalent in older people’s day-to-day lives, with enquiries relating to digital exclusion increasing by over 400% in the 30-month period from January 2024 to July 2026 compared to the previous 30 months.

The Commissioner is calling for action focused on delivering key outcomes for older people, which will help to ensure that the success of digital inclusion support is measured in terms of its impact on their lives and experiences, and will enable stronger accountability.

These outcomes provide a framework for a coordinated national approach, led by the Welsh Government and supported by its public sector delivery partners, which will be crucial to ensure that awareness and ambitions are translated into meaningful improvements for older people.

Older People’s Commissioner for Wales, Rhian Bowen-Davies, said: “While digital skills amongst older people have increased significantly in recent years, tens of thousands of individuals across Wales still find themselves digitally excluded, including 1 in 5 people aged 75+. Older people also remain the age group least likely to possess basic digital skills, while Wales continues to have higher levels of digital exclusion than the UK overall.

“As highlighted in my paper, some progress has been made since the publication of Access Denied in 2024, including new initiatives, guidance and resources, as well as a greater understanding of digital exclusion and its impact amongst policy- and decision-makers.

“However, there is little evidence that this has resulted in meaningful improvements in older people’s lives, as reflected in the experiences and concerns many individuals across Wales continue to share with me.

“That’s why I’m calling for action focused on delivering key outcomes for older people: ensuring key services can be accessed offline, making digital platforms inclusive and accessible, and giving older people opportunities to influence the development of digital services.

“Being online is no longer just about making certain activities easier or more convenient, it’s now often essential to enable us to participate in everyday life and is increasingly important in terms of equality, participation, rights and independence.

“Tackling digital exclusion therefore continues to be a priority for me as Commissioner and why a stronger, more coordinated response is needed across Wales, led by the Welsh Government and supported by its public sector delivery partners.”