‘Inclusive’ tech? Not for everyone living with disability

We often hear that technology is improving life for everyone, especially for people living with disability. Innovations like screen readers, mobility aids, smart devices and AI-powered apps promise greater independence and participation. However, for many Australians, the digital shift is creating new barriers, just as it removes old ones.

The digital-only dilemma: when progress excludes

Across Australia, essential services are moving online at a rapid pace. Banks are closing branches in droves, Medicare and Centrelink are pushing people to manage services via MyGov and even public transport systems are increasingly app-dependent.

In February, the big four banks agreed to temporarily halt branch closures until July 2027, however, the future of face-to-face communication — a necessity for many with disability or those in regional Australia — remains uncertain. Without accessible digital alternatives or reliable internet, many fear that they may be left without practical options to manage their money.

Likewise, while telehealth services have improved healthcare access for some, not all platforms are user-friendly for people with cognitive impairments or limited vision. For others, a lack of digital literacy or access to the right devices becomes a barrier to getting care.

When assistive tech doesn’t go far enough

While Australia’s National Disability Insurance Scheme (NDIS) funds some assistive technology, affordability and compatibility remain issues. A person might receive funding for a screen reader, for instance, but still find that many Australian websites (including government ones) are not properly coded to support it.

Voice recognition tools, increasingly integrated into home devices and services, often fail to understand people with speech impairments or strong accents. New biometric systems — like facial recognition or fingerprint logins — can be unusable for people with physical differences or mobility limitations.

Designed without disability in mind

Too often, tech solutions are designed by people with little to no lived experience of disability. Without consulting those who use assistive devices every day, developers risk building services that are not just inconvenient, but completely inaccessible.

Take the rollout of touch-only EFTPOS terminals in some Australian stores — these can be difficult for people with limited fine motor control to use independently. Alternatively, consider apps with no text-to-speech options or poor contrast settings, thereby excluding those with limited vision.

When technology assumes one ‘standard’ user, everyone outside that mould is excluded.

There’s a better way: inclusive tech from the start

The solution isn’t less technology — it’s better technology, built inclusively from the beginning. Universal design principles aim to create products that work for everyone, including people with diverse physical, sensory and cognitive abilities.

There are promising signs in Australia: the Australian Human Rights Commission continues to advocate for digital inclusion through its Human Rights and Technology report and organisations like the Centre for Inclusive Design work with businesses to make products accessible for more Australians.

Some banks have begun trialling mobile service teams and accessible ATMs in response to branch closures. Meanwhile, open-source tech communities are creating affordable, user-led solutions like custom mobility devices and accessible communication apps.

Progress with purpose

Technology can be transformative — but it’s not neutral. If systems are designed without input from people living with disability, they risk entrenching inequality rather than reducing it.

It’s time to rethink the idea that digital means better for everyone. Real progress means listening to the people most affected and building a future that leaves no one behind.

If you’re looking for more information about assistive technologies, check out the Equipment and Technology portal on the Disability Support Guide website to see what’s there.

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