Rosie's Challenges with Technology

When I visited Rosie, her husband had recently passed away, and she was preparing for an upcoming knee surgery. As she had not yet registered with My Aged Care, my visit was to assess her care needs so that appropriate services could be arranged for before or shortly after her surgery.

Upon arrival, Rosie presented concerns about an unauthorised $600 charge to her credit card from an American health supplement company. She explained that she had not ordered any products from this company for years and had simply unsubscribed from their email list but subsequently received unsolicited products and a $600 charge on her credit card.

Although this issue was outside the purpose of my visit, I could not ignore it, especially as it sounded like a possible scam - despite the company being a well-known brand founded by an American doctor who often gives health talks online.

Through our conversation, I learned that Rosie had tried to call the company but did not understand the need to dial the international and country codes, so her calls never connected. Furthermore, she was not familiar with how to search for a customer service email address online. Recognising her vulnerability and distress, I assisted Rosie by:

*Writing down the correct international dialing instructions for her.

*Drafting and sending an email to the supplier on her behalf requesting a refund.

This process took approximately 30-40 minutes before proceeding with the intended care needs discussion.

When I left Rosie’s home, while the additional time spent was a non-recoverable cost, I felt a deep sense of fulfillment - knowing I had supported her both in organising much-needed home services and in addressing a situation she could not resolve. Note: The following week, Rosie informed me that she had received the full refund on her credit card.

Rosie highlights a common yet not much talked about issue among older people, their vulnerability to potential financial exploitation due to limited technological literacy. This issue highlights the broader need for accessible, in-person technological support services for seniors. Given the increasing reliance on technology for communication, financial management, and accessing services, it reminds us that we should:

*Advocate for expansion of tech-support services to all older Australians.

*Explore partnerships with local organisations or volunteers who can provide basic digital literacy assistance as part of home care support.

*Share more with seniors about technology education providers (e.g., ReadyTechGo) to counter digital isolation.