Senior citizens adrift in a digital world

WHEN I read the letter “Cashless transactions: Have we gone too far, too fast?” (The Star, July 25), I wanted to shout “Hear, hear!” Kudos to the writer for raising an issue that has been the bane of many senior citizens.

Digitalisation may be considered the way forward in this day and age, but senior citizens need time to learn how to navigate the new landscape. Being forced to handle online or digital transactions before they are ready puts them under tremendous stress, not to mention being an easy target for scammers and cheats.

What is also very frustrating for the elderly today is that even simple non-financial activities are not entertained at the counter.

When I went to the Employees Provident Fund (EPF) office recently to change my home address, I was instructed to do so at one of the kiosks outside the main office. My request to go to the counter was turned down, and I was told there would be staff to assist at the kiosks.

Well, there were about three staff and a sizable group of people milling around, looking rather lost, and there was no proper queue.

Finally, with the help of a staff member, I managed to register my online account and make the necessary address change.

But it was quite a harrowing experience. In an open room and with other customers within earshot, I was asked to give a username and password. Since such particulars are meant to be confidential, shouldn’t some privacy be provided?

Companies and institutions, be they in the private or public sector, should be more cognisant of the needs and concerns of vulnerable groups and take these into account when implementing measures in the name of progress.

Shouldn’t the elderly and other vulnerable groups, such as the illiterate, be given the choice of face-to-face transactions?

Just like those answering machines that tell you to press such and such a number and then promptly put you on hold for ages, ATMs and other digital tools only add to the frustration and feelings of helplessness of senior citizens who already have to deal with other issues that come with ageing.

The lovely term “warga emas” will sound hollow if services reflect little consideration for senior citizens.

OF SIEW

Johor Baru