Recommendation 15

Just as a one-size-fits-all approach does not work for assessments, the same is true for applications and contact channels. We welcome progress towards better online provision, but digital does not work for everyone and people’s independence should not be compromised by poor accessibility. As the Department moves towards a single digital platform for health benefits, it must ensure the system is accessible to everyone, and that alternative formats and channels are easily available to those that need them, and maintained and updated in the long-term alongside the digital platform.