Pretoria pensioners having trouble navigating growing digital divide
As more public services move online, some older residents are embracing technology while others still rely on family support, raising questions about digital accessibility and inclusion.
Older residents in Pretoria are calling for simpler and more accessible digital services as more essential services move online, with many saying they still rely on help from family members or other to complete everyday tasks.
While some seniors have embraced technology for banking, municipal services and communication, others say complicated websites, password issues, and limited support continue to make digital platforms difficult to use.
Pretoria resident Louise Klopper said digital services had become part of her daily life because they allowed her to manage tasks from home.
“I use email and a banking app every day. It is just easy and I am on oxygen 24/7 and I can’t go to shopping centres,” explained Klopper.
She added that downloading information from the internet could sometimes be challenging and suggested that smartphone courses for people over the age of 70 would help older residents become more confident when using technology.
Another resident, Heloise Engelbrecht also said that service providers could add guidelines that help people to navigate online services a bit better.
“There may be guidelines that companies can use to make their online services more accessible,” she said.
Jorrie Jordaan said although he regularly used online banking and received his municipal account by email, navigating digital platforms was not always straightforward.
“Password management is a constant headache. I frequently have to use the ‘Forgot Password’ function just to log into accounts I don’t use daily,” he said.
Jordaan, who is dyslexic, said text-heavy websites and complicated booking forms often leave him relying on his wife or other family members for help.
He encouraged government and service providers to simplify online platforms, strengthen security and always provide access to a real person when users need help.
Marlene Jordaan described digital services as convenient, but said unfriendly websites remained a challenge.
“There may be guidelines that companies can use to make their online services more accessible,” she suggested.
For Maureen Jansen Vuuren, technology remains something she prefers to avoid.
“Me and technology are very dangerous together,” said Jansen Vuuren, adding that she mainly uses the city’s WhatsApp service to access her municipal account.
She also believes patience is key when assisting older people.
“Some of them are very patient, but others are not so patient with older people,” she said.
Tshwane spokesperson Lindela Mashigo said residents can access a range of municipal services through the city’s e-Tshwane Mobile App and WhatsApp, including viewing and paying accounts, submitting meter readings and reporting service-related queries.
Mashigo added that residents who are not comfortable using digital platforms can still access municipal services through the city’s call centres and walk-in centres across all regions.
Marie Wagenaar, fundraiser at Huis Janri said the organisation often assists older residents with digital challenges.
“With a tremendous amount of patience and the help of myself and AI,” said Wagenaar.
She explained that older people commonly forget to charge or switch on their devices, while others unknowingly expose themselves to viruses and online scams by accepting suspicious advertisements.
Wagenaar believes more regular awareness initiatives are needed to help older residents use digital services safely and confidently as technology continues to shape everyday life.
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