by Kyle Scott, manager of the CAS Strong Communities team.

This article was first published in the Herald on 25 April 2026.

9% of households in Scotland have no access to the internet. Whether through poverty, geography or lack of skills, this makes it hard for them to get basic services that the rest of us take for granted.  

In the Citizens Advice network we have long campaigned to raise awareness of this issue and help those affected. 

But even for those of us who advocate on their behalf, it is hard to understand what it means to be truly excluded from digital services. 

So recently I decided to gain some personal perspective on what it is actually like. I put my phone and laptop in a drawer and took myself ‘off-grid’ for 24 hours.  Here’s what my day was like. 

I started off trying to book a GP appointment, which – let's face it - is challenging at the best of times. I headed to my local library to find the GP’s number. The staff were kind enough to let me use their telephone to book an appointment. Not too hard, but then I’m fortunate to have access to a local library.  

I then went to my local bank branch to pay my rent, which would normally be done through the banking app on my phone. Some transport challenges getting there without using tap-to-pay, but once there the bank staff walked me through the process.  

Again, I’m fortunate to have access to a local bank branch. For some people, particularly in rural areas, these are a thing of the past - and that’s where the intersection of digital and financial exclusion is really visible.  

Anyway, next I needed to renew my passport, so I popped back to the library to do this online.  

This went OK until I had to upload a digital picture. Spent an hour looking for somewhere I could get a digital picture taken and then upload it, having no luck whatsoever.  

Giving up, I went to meet a friend. Normally she’ll text or call to say she’ll be a bit late (in reality by about an hour) and I’ll sit patiently waiting. But this time there’s no text, no call, just me sitting in a coffee shop for two hours. I can’t check to make sure she’s okay. (Full disclosure, she was - she’d had to rush off to the vet with her dog).  

Going home, I spent the evening making dinner with only the radio and some well-read books for entertainment. I can’t claim this was a great hardship, but I must admit I was relieved to get my hands on my phone and plug in the laptop again next morning.  

So yes, I survived. But it wasn’t easy – and that was just one day. Plus I’m a healthy 31 year-old who lives in a city with libraries, banks and decent transport links. I can well understand now how tough it must be to be permanently off-grid, particularly for those who have none of those advantages.  

The next Scottish Government must take steps to end digital exclusion entirely. And if any ministers – or any readers – think this is not a priority issue, my challenge is: do what I did. Try it and find out.   

by Gillian Fyfe, head of the CAS Strong Communities team.

This article was first published in The Herald on 27 September 2025.

You may have read this column a few weeks ago where one of my colleagues outlined the great work and partnerships we are taking part in to support people to get online and be digitally included.  

This is crucial work on the ground as around 10% of people in Scotland are unable to access the internet. Being digitally excluded can have many negative repercussions for people across various aspects of their lives, whether that be maintaining their social security income, looking for work, making health-care appointments or just keeping in touch with loved ones. Being digitally excluded can cost people in many different ways.  

There are a number of barriers to digital inclusion including poor connectivity and infrastructure issues and a lack of skills/confidence, and these need to be addressed if we’re to improve the situation. 

But there’s no doubt that one of the main barriers to getting online is of course cost. And one of the best ways to tackle this is to ensure that mobile and broadband contracts are affordable for everyone in the first place - including those on lower incomes.  

This is where social tariffs come in. These are affordable tariffs offered by a number of telecoms providers across the UK for people claiming Universal Credit, Pension Credit and some other social security benefits. Sometimes telecoms providers brand them as ‘essential’ or ‘basic’ broadband - and essential is exactly what they are.  

Although it’s great that these tariffs exist, the numbers of people accessing them could be higher, and this is where Citizens Advice Scotland and our network of CABs come in.  

For the next six months or so we’ll be running a ‘Get Connected’ campaign. Through this campaign CABs up and down Scotland will be encouraging greater take-up of these affordable tariffs and working with local partners to raise awareness of them. We hope the campaign is a success and helps people across Scotland get and stay online.  

It’s essential this message gets out there about these tariffs: what they are, which companies offer them, who can access them, and how to do so. 

But in addition, we at CAS also think telecoms providers should go further and offer social tariffs not just to those receiving certain benefits but also to other vulnerable groups, whether that be people who have experienced domestic abuse, those leaving the care system or others. 

Many more people could benefit from social tariffs beyond those who are currently eligible for them. We hope telecoms providers take note and expand their criteria so that more people are able to access these tariffs and can stay connected. 

In the meantime, if you or someone you know might be eligible and could benefit from a social tariff, check with your current provider to see if they offer one. If they don’t, you could consider switching to one who does. If you’re not confident about doing any of this, then reach out to your local CAB for support, as they will be able and willing to help.  

And remember that Citizens Advice services are free, confidential and impartial. We never judge, we just help.

by Derek Mitchell, CAS Chief Executive. 

This article was first published in The Herald on 20 September 2025.

In a couple of weeks’ time I’ll be off on an autumn tour of some of our Citizens Advice Bureaux in the Highlands and Islands. I’ll be visiting the CABs in Orkney, Caithness, Ross & Cromarty, Inverness, Skye & Lochalsh and Lochaber. 

The CAB network prides itself on being active in every community in the country so it’s important for me to get out of the central belt and visit our hardworking colleagues in more remote areas to hear first-hand their experience and ideas.  

The challenges that face people in rural communities are often overlooked. The cost-of-living crisis certainly affects the whole country and there is chronic under-investment in services wherever you live, but those living in rural communities face additional problems, like isolation, digital exclusion and inadequate transport infrastructure. As a result they can feel particularly left behind.  

One of the most pressing concerns for those living in remote and rural areas is poverty. Many of these communities rely on seasonal industries, such as tourism and agriculture, which can leave households vulnerable during the rest of the year. The combination of low income and rising living costs forces families to make tough choices about their priorities. 

In addition, energy costs – one of the biggest factors in the cost-of-living crisis – tend to be disproportionately higher in northern Scotland due to the colder climate and poorly insulated housing.  

Isolation is another significant challenge. In remote and geographically dispersed communities, people often need to travel considerable distances to visit the doctor, jobcentre or shops. For sick and elderly people, or those without private transport, this can lead to feelings of loneliness and despair. The absence of community resources, such as social clubs or support groups, can further contribute to isolation, creating a sense of disconnection from the wider world. 

Transport links in rural Scotland can be unreliable or frankly non-existent. Ad-hoc bus schedules can be infrequent and many roads are poorly maintained, making travel difficult, especially in inclement weather. Without proper transport options, individuals may struggle to access services or even keep in touch with loved ones. 

Digital exclusion too is a critical issue. The internet has become an essential tool for accessing services, applying for jobs, and connecting with others. However, many rural communities in Scotland still face poor internet connectivity, leaving people unable to take advantage of these opportunities.  

Taking all of this into account I know the need for advice and support has never been more crucial and I know our CABs are a vital lifeline to many, many people across rural Scotland.  The CAB network is all about bringing solutions to improve peoples’ lives, and I want us to be at the forefront of identifying what problems exist and how they can be solved.  

Because despite the challenges, I know there is great resilience and strength among rural communities. A strong advice service is a key and increasingly vital part of that. More needs to be done to create a fair, inclusive and sustainable rural Scotland, where everyone can thrive. I want the CAB network to be at the heart of delivering those solutions.  

by Kyle Scott, manager of the CAS Strong Communities team. 

This article was first published in The Herald on 06 September 2025.

We received a lot of very positive feedback from our recent column here that detailed how the Citizens Advice Bureau (CAB) in West Dunbartonshire is challenging the stigma of poverty. This week I want to share an example of how our network as a whole is making a real difference in fighting against digital exclusion.   

Smartphones are a staple of modern life. Indeed, it’s increasingly difficult to stay in touch with friends and family and to access services without one. But what about the thousands of people that can’t afford one of their own? 

We are working with Virgin Media 02, Hubbub, and the Scottish Government in a new project to distribute re-furbished mobile phones along with a data package to people who are digitally excluded. In total around 1,200 devices are being made available and distributed free by local CABs to those most in need. 

The project is a culmination of work with public, private and third sector partners, and we’re so pleased to see devices now getting into the hands of those who need them the most. This is where policy, advocacy and influencing meets practice with a real solution to change peoples’ lives. 

One of these people is Elaine (not her real name), who is disabled, lives on a low income on a Scottish island and recently visited her local CAB for support because her phone was about to cease functioning as it used 2G and 3G technology, and she couldn’t afford an upgrade. One of the re-furbished phones delivered to the CAB was given to Elaine and her adviser then did a home visit to help set up the phone and show her how to use it. Elaine now remains connected and can continue to manage her assisted care package herself via her new device.  

This of course is just one example, but the phones are being issued to people like Elaine across the Scottish CAB network and making a real difference, allowing them to maintain connections with family and friends and access public services, welfare benefits or the jobs market. This would not have been possible without this project, and we’re excited to see what comes next and to hear the stories of the impact it has made for individuals’ lives 

However, we also know that a single initiative like this is just a drop in the ocean and more needs to be done to promote better digital connections. We need to see more affordable products, enhanced digital skills and a more resilient infrastructure so that all of Scotland can benefit from stable connections. We also need to ensure that public services are designed with a variety of channels in mind and provide additional digital support services where needed. CAS will continue to influence policy and legislation on all these issues to help tackle the digital divide, but it needs a multi-agency approach. 

With both the Scottish and UK Governments increasing their focus on digital exclusion we’re hopeful that real change can happen. As this project shows, the CAB network certainly stands able and willing to help make digital exclusion a thing of the past. 

Thousands of people experiencing financial hardship across Scotland can now access a free smartphone and mobile data to help them get online, thanks to a new partnership between the Citizens Advice Scotland (CAS) network, Virgin Media O2, Hubbub and the Scottish Government. 

Through the initiative, Virgin Media O2 has provided 1,200 refurbished smartphones to Citizens Advice Bureaux (CABs) across 12 Local Authorities throughout Scotland. The devices are being distributed to people who can’t afford a device or data, enabling them to get online, access essential services, and stay connected with loved ones.

Empowering people and strengthening communities 

The project was developed in response to what CAB advisers across Scotland were seeing on the ground: people unable to manage basic tasks because they lacked digital access. This was particularly prevalent among vulnerable groups including disabled people, those experiencing homelessness or on low incomes, refugees and asylum seekers, people leaving prison and those fleeing domestic violence.

The project aims to help people become more independent, where having a phone can help them access a variety of online services, such as banking, Universal Credit claims, social housing applications and employment opportunities, and keep in touch with loved ones. 

A circular approach to digital inclusion 

This Scottish initiative is part of Virgin Media O2’s largest ever device donation programme, where it has pledged to provide 12,000 pre-owned devices to charities across the UK during 2025.  

As part of Virgin Media O2’s circular economy strategy, the tech has been sourced from Virgin Media O2’s customer returns and its O2 Recycle service ensuring high quality devices are refurbished, reused, and given a second life rather than sent to landfill. 

Each device comes with free O2 mobile data, texts and calls from the National Databank, which it founded with the UK’s leading digital inclusion charity, Good Things Foundation.  

The devices and data are being distributed to CABs via Community Calling – set up by Virgin Media O2 and environmental charity, Hubbub, which rehomes smartphones to people who need them. 

The Strong Communities team at CAS has been working closely with the CAB network and VMO2 to oversee the project. 

Kyle Scott, CAS policy manager said: 

“Having access to a device opens so many opportunities for people, especially within the vulnerable groups identified. 

“We know that almost one in ten households in Scotland do not have access to the internet. By providing access to a device, we’re one step closer to eradicating digital exclusion.

“Thanks to Virgin Media O2, we’re providing a significant number of devices to people in Scotland who need them most. From enabling people to contact energy suppliers and arrange medical appointments, to applying for jobs or keeping in touch with loved ones, having this way to connect will help thousands manage their lives more independently.”

CABs offering the devices include those in: Glasgow, South Lanarkshire, North Lanarkshire, Renfrewshire, East Renfrewshire, Scottish Borders, Dumfries and Galloway, Aberdeenshire, Highlands, Inverclyde, East Lothian and West Lothian. 

Dana Haidan, Chief Sustainability Officer at Virgin Media O2, said:  

“Access to smartphones and data can transform lives, and that’s why we’re proud to work with Citizens Advice Scotland and the Scottish Government to provide these devices, helping local communities get online and thrive.

“With our circular economy strategy, we’re committed to reusing phones from our supply chain to give tech a second life, which is also connecting communities across Scotland, and preventing e-waste. It’s a win-win for people and the planet."

Business Minister, Richard Lochhead, said:

"Ensuring equitable access to digital tools and services is fundamental to a fairer, more inclusive society. This partnership between Citizens Advice Scotland and Virgin Media O2 demonstrates the power of collaboration in addressing digital exclusion. 

“By providing refurbished smartphones and free mobile data to those most in need, this initiative is enabling individuals to engage more fully with essential services, employment opportunities, and their communities.

ENDS

Notes to Editors:

The National Databank provides free O2 mobile data to people in need. It can be accessed at all O2 stores across the UK.  People can find their nearest store here.

About Virgin Media O2

Virgin Media O2 launched on 1 June 2021, combining the UK’s largest and most reliable mobile network with a fully gigabit broadband network. 

The company has around 45 million UK connections across its award-winning broadband, mobile, TV and home phone services. Its fixed network covers more than half of the country (18.5m premises serviceable) alongside a mobile network that covers 99% of the nation’s population. The company is on track to bring 5G to all populated areas by end 2030 and already offers 5G outdoor coverage to more 75% of the UK population.

Virgin Media O2 is upgrading its fixed network to full fibre to the premises with completion in 2028. Its shareholders and investment firm InfraVia Capital Partners, through a joint venture called nexfibre, are investing to build fibre to 2.5 million homes and businesses not currently served by Virgin Media O2’s network by the end of 2025. As a wholesale customer of this network, Virgin Media O2’s total footprint will reach around 80% of the UK once build and upgrade work is completed.

Through its B2B venture, O2 Daisy, the company plays a leading role supporting entrepreneurs, businesses, enterprises and the public sector with their digital transformation through a range of connectivity, security, cloud and tailor-made services. It is also the network of choice for mobile virtual network operators giffgaff and Sky Mobile, as well as managing a 50:50 joint venture with Tesco for Tesco Mobile. 

The company is committed to using the power of connectivity to make its better for people and the planet, taking action to close the digital divide and building an inclusive, resilient, and low carbon economy. The business has set an ambitious commitment to achieve net zero carbon across its operations, products and supply chain by the end of 2040. 

Virgin Media O2 is a 50:50 joint venture between Liberty Global and Telefónica SA, and one of the UK’s largest businesses. Virgin Media O2 is registered in England and Wales. Registration number: 12580944. Virgin Media O2 Limited, 500 Brook Drive, Reading, RG2 6UU.  

Article by Kyle Scott on including everyone in the new digital landscape, first published in The Herald on 17 January 2025.

I was lucky enough to spend a lot of time with family and friends over the festive period. Above the food (too much!) and present opening (very lucky!), I noticed a stark contrast between myself and some of my loved ones - they were being left out.

It wasn’t because of inside jokes or relationship differences, but because they were being digitally excluded. And while it happened subconsciously, it shouldn’t be happening at all, let alone within my own family.

The pace that many essential services have moved exclusively online has been fast enough to give people virtual whiplash. And while it has its benefits, particularly in terms of speeding up processes and to lessen the environmental impact, the infrastructure and education needed to support everyone is still catching up.

Governments, local authorities and utility providers are putting systems in place to be digital first but are leaving behind anyone who can’t afford a connection, people that live in rural parts of Scotland and barely get a signal, or those that simply don’t want to go digital.

Last year, Audit Scotland and the Accounts Commission highlighted in their report Tackling digital exclusion that more needs to be done to make sure people can get online.

Recommendations include a refreshed digital strategy and action plan for tackling digital exclusion and how the Scottish Government should work with UK Government and Ofcom to promote and improve access to social tariffs. The report also calls for all public bodies to provide clear digital and non-digital methods, and for councils to work with partners to develop approaches that tackle digital exclusion at a local level.

Article by Sarah-Jayne Dunn of the CAS Financial Inclusion team. First published in The Herald on 26 October 2024.

It’s an old adage but sadly it’s true: money makes the world go round. Being financially excluded can have serious ramifications on your life.  It means you can’t access even the most basic financial products and services such as bank accounts, affordable credit and insurance policies.    

In its most ultimate form it means you can’t set up direct debits or have access to cardless payments and you can even struggle to access your own money. Claiming social security benefits requires a bank account. So does taking on a tenancy, getting a job, and paying for most goods and services today. Imagine what it’s like being locked out of such simple services that we all find so vital today just to live our daily lives. 

Citizens Advice Scotland was involved as a mentor to several of the innovating companies, offering our policy insight but more importantly channelling the lived experience of our clients, to drive product design at the earliest stage and ensure the solutions truly met the needs of those people who are currently financially excluded.  12 teams took part in the TechSprint, and the solutions presented have the potential to make a real difference to people’s lives.  

Take VouchSafe, who specialise in using digital ID to enable people who may lack the identification documents to open a bank account: effectively acting as a trusted intermediary to ‘vouch’ for them. Using similar processes to passport applications, their easy-to-use app takes a matter of minutes and will allow people to have someone act as their guarantor of identity.    

Or Ask Silver, who developed an idea of a free, AI-powered scam-checking tool that lives in WhatsApp. Again it’s very simple –to –use: you forward a message, screenshot or photograph of the suspected scam, such as a suspicious ad, text or email. Ask Silver’s AI technology then scans the suspect item and provides almost instant feedback on whether it is a scam or not.

Article by CAS CEO Derek Mitchell, first published in The Herald on 25 May 2024.

Just over five years ago I was having crisis management meetings with our comms team. CAS was experiencing our first ever Twitter pile-on!

We’re used to having a public image as the good guys, so it was a bit of a shock to see real anger and disappointment all over our social media. How did we come to such an unpleasant pass? Let me explain.

But to me, the situation was very straightforward: there were people desperate for help; we needed more resources to deliver that help; the government offered us those resources. We weren’t going to say no and leave all those people suffering.  

What our critics failed to realise was that we’d made absolutely sure that the funding agreement guaranteed our complete independence and freedom to go on calling out the failings in UC – and in government policy in general.

And if you look at our public statements since 2019 we’ve repeatedly criticised the size of the UC payment; we were particularly critical of the £20 cut from UC after the pandemic; and we’ve consistently argued for the abolition of the five week wait between claim and first payment. One ‘win’ I’m particularly proud of is scrapping the premium rate phone number that cost people a fortune to call.

Throughout all this fire and fury, our HTC advisers have been working hard behind the scenes, quietly helping people, case by case, every day, to claim the money they’re entitled to but were struggling to access.

Over the five years HTC has helped over 70,000 such people in Scotland, helping them access a total of £123 million. That’s food on the table, radiators turned on, rent paid, stress reduced.