Carer Support - an update

And some notes on the digital divide in Aotearoa

Last week I wrote a post regarding changes to Carer Support claim processes that had been poorly communicated and our concerns for those who rely on paper forms:

I am very happy to report that, thanks to some excellent advocacy from Carers NZ, Whaikaha Ministry of Disabled People, some carefully worded emails from myself, and a willingness to listen and readjust by the relevant departments, these changes have since been adjusted. Health NZ has also apologised for the abruptness of the changes and the poor communication. They have worked hard to communicate the changes better and have adjusted their process. Not unexpectedly, the drive to cancel all postage of paper based claim forms was driven by a directive to save costs - and post is increasingly expensive. Unfortunately, while perhaps well-meaning, the changes needed a little more thinking through from a practical perspective. There is a significant digital divide in NZ; most who make paper-based claims are either not on online or have limited online access (more on this below).

A core challenge faced by the processing team is that the original Carer Support claim process was designed pre-digital age. Claimants were posted out pre-filled-in forms which had their details and number of days left to claim. These forms were written on, signed, and posted back via a freepost address. This system worked reasonably well, but has struggled to shift to the current digital approach. Until recently, the only nod to an electronic system was that the paper form could now be downloaded from the relevant government websites. Instructions remained centred on physical post; it was primarily assumed people would print the form at home, write on it, and scan it back attached to an email. Instructions were muddled and confusing.

The now-refreshed instructions are clearer and more attuned to digital process, a welcome move.

Effectively, what is needed going forward is two concurrent approaches - a paper based, analogue one (paper forms sent out, filled in, and sent back) for those who aren’t online, and a fully digital one (an online portal to fill out and include attachments). The latter requires investment into IT systems so that the Te Whatu Ora | Health NZ team who process claims can develop and implement an online dashboard and portal.

Guess who canned all the planned funding for upgrading our aged and failing health IT systems? This National-led government and their Health Minister. The cracks are showing across health. There is an urgent need for investment into basic IT functionality, but this is not a government who wishes to spend our tax dollars on improving public health systems. Demanding cost savings by avoiding printing and posting forms, while simultaneously denying the needing IT investment into digital systems, is short-sighted and counterproductive.

It is the type of regressive, punitive thinking that has become typical of this government and is the kind of calculated cruelty we’ve come to expect. It might be dressed up as efficiency, but it is delivered as neglect.

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The digital divide

The digital divide in Aotearoa New Zealand refers to the division between those who have access to, and use, digital technologies effectively - and those who do not. While mostly about access to the internet, it also encompasses access to technology, affordability, digital literacy, and confidence in moving through online spaces. While many New Zealanders are confident using digital technologies, and our national rates of internet access are high, there is a percentage of households that remain completely offline. Not unsurprisingly, these are often households that already experience marginalisation (social housing, disabled people and families, Māori, Pasifika, and older adults aged 75+).

Just 69% of those living in social housing, and only 71% of people with disabilities report having access to the internet, compared with 91% reporting access across all respondents (Source: NZES). Similarly, internet usage decreases with age, dropping from over 97% for under 65s to as low as 50% for those 85 and older.

If we think about the above in conjunction with those engaged in the work of caring for family members, of the work spouses do in providing care for each other as they age, disability and care, you can see why a paper-based system is still needed for some.

The Digital Equity Coalition Aotearoa’s Affordable Connectivity in Aotearoa report revealed that 58,000 families in Aotearoa currently lack any internet access, and that these are often low-income households with children. The report emphasized the need for internet connectivity alongside affordable devices, uncapped data plans, and digital literacy support.

The Technology Users Association of New Zealand (TUANZ), in their Connecting Aotearoa 2025 report, found that 1 in 5 households in New Zealand remain digitally excluded, despite efforts around digital infrastructure. Their report calls for connectivity to be treated as a utility and for investment that prioritises affordability, rural coverage, and digital skills development.

The digital divide in Aotearoa New Zealand has a profound impact on people’s ability to access and engage with government services, particularly as public services increasingly shift online. Many essential services (e.g., applying for benefits via Work and Income, booking medical appointments, accessing education resources, or renewing driver’s licenses) now require a level of digital access and literacy. For those without reliable internet, a suitable device, or the digital skills to navigate online systems, this can lead to missed entitlements, delays in receiving support, and increased stress. While online services can be highly efficient, they also unintentionally exclude already marginalised populations (as noted earlier).

These barriers contribute to a double disadvantage; those most in need of government support end up being the least able to access it. This is not a new finding - in 2019 a research report, “Digital inclusion and wellbeing in New Zealand” by Arthur Grimes and Dominic White, found that people who are digitally excluded are more likely to experience financial hardship, poor housing, and lower levels of education. This both further reduces ability to engage with digital systems, embedding systemic inequity and marginalisation.

A summary haiku:

Internet access:
A good thing but fades like snow
And some groups miss out.

For now, thanks to some solid advocacy work, people without digital access can still access and claim for Carer Support.

Let’s celebrate this small win together.