17 June 2026
Joint statement from COTA ACT and the ACT Discrimination and Community Services Commissioner
World Elder Abuse Awareness Day (which occurs this week on 15 June) is a reminder that exclusion takes many forms. For many older Canberrans, the increasing inaccessibility of everyday services is one of them.
COTA ACT and the ACT Discrimination & Community Services Commissioner are calling on businesses, community organisations and government agencies to review how their services are designed - and whether older people can genuinely access and use them.
As services increasingly move to apps, web chats, AI and automated phone systems, many older people are being left behind. The consequences extend far beyond inconvenience. When someone cannot access their bank, book a medical appointment, pay a bill, complete a form or speak to a real person, they lose independence, choice and connection. In some cases, they miss out on essential services altogether.
"Accessibility is not a nice-to-have - it's a legal and ethical responsibility," said Jenny Mobbs, CEO of COTA ACT. "When services are designed without older people in mind, we exclude a significant part of our community, increase social isolation and make people more vulnerable to abuse."
What we're asking of Canberra's service providers
Older Canberrans are a diverse group with varying abilities, experiences and needs. Good service design recognises this diversity and provides multiple ways for people to engage.
COTA ACT and the ACT Discrimination and Disability Services Commissioner are calling on service providers to provide reasonable adjustment such as:
- Accept cash, recognising that not everyone uses cards or digital payments.
- Provide phone numbers answered by real people, not just automated systems.
- Offer hard-copy forms and information alongside digital options.
- Make face-to-face appointments available where appropriate.
- Ensure physical spaces are accessible, with seating, mobility access and suitable facilities.
- Provide hearing loops and visual supports in customer-facing settings.
- Offer interpreter and translation services for culturally and linguistically diverse older people.
A legal obligation, not just good practice
“Under the ACT's Discrimination Act 1991, service providers have obligations not to discriminate on the basis of age or disability. Increasingly, organisations are expected to take proactive steps to create inclusive environments, rather than simply avoid discrimination,” said ACT Discrimination and Community Services Commissioner Karen Toohey.
“From April 2024 a positive duty to provide reasonable adjustments has applied to all organisations and agencies in the ACT under the ACT Discrimination Act 1991.
“From April 2025 a positive duty to take steps to eliminate discrimination from service provision also applied to ACT government, and the duty will extend to private sector organisations from April 2027
“When services are designed so that older people cannot easily access or use them, exclusion is not accidental - it can amount to indirect discrimination or potentially a breach of the positive duties.
“Consulting with older people about how to keep services accessible will ensure Canberra remains an inclusive city for all Canberrans,” Commissioner Toohey said.
About World Elder Abuse Awareness Day
Observed globally on 15 June, World Elder Abuse Awareness Day shines a light on the many forms of abuse and neglect experienced by older people, including systemic exclusion from services and community life.