Barriers to digital inclusion exist where a section of the population has unequal access and capacity to use digital technology. They can take many forms such as literacy, disability, language, location and financial reasons. 

All of these can make it difficult for people to access a range of essential services such as welfare benefits and comparing energy suppliers for their homes. 

CAS works to secure changes within the private sector and to public government policy and regulation to ensure that people in Scotland do not encounter barriers to digital inclusion.

• Across the Citizens Advice network in Scotland, the number of clients recorded as digitally excluded in 2023/2024 has increased by 15% year on year.  
• Individual experiences of people who visit a CAB for advice and support highlight the issues facing those that are digitally excluded
• A Bureau in the north of Scotland supported someone applying for welfare online. The individual was not digitally literate and the process of applying online is causing anxiety and stress and requires CAB support to help them make a telephone application. As a result of being digitally excluded, this person also missed out on information related to benefits and financial support as much of the information and ways to apply are online.