With tech advancing rapidly, older South Africans are increasingly finding themselves on the wrong side of the digital divide.
While digital transformation has changed work, bank, and communication traits, some senior citizens have inadvertently been left behind. They struggle to navigate today’s world, which assumes everyone is digitally literate.
This past weekend, I listened to the struggles of a retired female police officer who lives in Morgenzon, a small farming town in Mpumalanga. After decades of service in law enforcement, she retired in 2023. The pensioner said she found herself in a world where digital engagement was no longer an option but a necessity.
She has never used a computer and the police station she worked in functioned entirely on paper records. Back then, smartphones, e-mails and apps were rare communication tools and concepts. To this day, she has avoided using basic communication tools like the WhatsApp messaging system.
This is not an isolated case.
According to research, only about 3.6% of older adults in South Africa are regular internet users. The majority of older adults miss out on the benefits of the digital economy, making them what we might call “digital refugees” — people displaced from modern systems due to a lack of digital access and skills.
The retired police officer recalled an incident in July 2024 when she received an SMS notifying her of an auto-assessment for her tax return. She said in the past she would drive to the Government Employee Pension Fund offices in Mbombela to collect her IRP5 and consult a tax practitioner.
The SMS notification requested an e-mail address to send the tax certificate, but she didn’t have an e-mail address.
Similarly, when her pre-owned Ford Ranger broke down the dealership in Ermelo, 46km from Morgenzon, quoted R80,000 for repairs. The pensioner needed to file a claim with her mechanical warranty provider, Bidvest Insurance. Again, she was asked for an e-mail address to initiate the process.
Without digital access, she felt inadequate. However, to resolve the matter, she visited an internet café, where an attendant helped her create a Gmail account.
But this “quick fix” solution came with potential risks. By entrusting the attendant with her personal details, she risked exposing herself to cyber fraud.
After acquiring the e-mail address, she struggled to use Gmail and had to go back to the internet café for help to send documents via e-mail.
Millions of people remain disconnected due to economic hardship, limited infrastructure and lack of digital education. But for seniors, the stakes are particularly high. They are expected to transition from a lifetime of manual processes to an environment where even essential services demand digital interaction
What should have been a straightforward process became a frustrating, disempowering ordeal. The retired police officer’s recollection of struggles with digital tools mirrors that of countless South Africans not participating in the digital economy.
The elderly, in particular, face multiple barriers: the high cost of smartphones and data, limited digital literacy, and platforms that are not designed with their needs in mind.
The digital economy is rapidly becoming the backbone of financial and administrative systems — yet it remains out of reach for many.
This digital exclusion isn’t just a rural issue. Some seniors and younger citizens in cities who are less educated still struggle with online banking, government portals and booking appointments.
South Africa’s digital divide doesn’t only affect senior citizens. Take, for example, the thousands of people who queued outside pension administrators in September 2024 to access their two-pot retirement withdrawals. Many of them could have easily filed their claims online but lacked the knowledge or digital resources to do so.
Millions of people remain disconnected due to economic hardship, limited infrastructure and lack of digital education. But for seniors, the stakes are particularly high. They are expected to transition from a lifetime of manual processes to an environment where even essential services demand digital interaction.
The solution lies in promoting digital equity, ensuring that all individuals, regardless of age or background, have access to the digital world. This requires action from multiple stakeholders. Tech companies should design simpler, senior-friendly digital tools and interfaces.
If not, this creates an opportunity for local developers to step in and do so.
The government and financial institutions must offer alternative ways for seniors to engage with services beyond digital-only options. In that regard, mobile operators are best advised to introduce subsidised data packages for pensioners to make digital participation more affordable.
Considering the rising lifespan of people, digital inclusion must be a priority. Seniors and the illiterate must be included in the use of digital tools.
The story of the retired female police officer should serve as a wake-up call. The elderly should not have to rely on internet café employees or strangers to navigate essential services.
• Lourie is the founder and editor of TechFinancials
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