Rebecca Evans AM, Assembly Member for Mid and West Wales, has used a debate in the National Assembly for Wales to highlight the fact that people who have no access to the internet, are computer illiterate, or have a preference for paper correspondence can end up paying more for services.
Speaking in a debate on the cost of being poor (‘How high interest lenders and other providers make poor people pay more’) Mrs Evans highlighted the ‘Keep Me Posted’ campaign. The campaign is backed by a partnership of representatives from charities, interest groups and businesses who believe that individuals should not be financially penalised because they choose to receive correspondence in paper format from banks and other financial service companies, utility companies, media companies and other service providers.
In the debate, Mrs Evans said:
“Research shows that older people, disabled people and people on low incomes, are less likely to have access to digital technologies; and that people in rural areas have a preference for paper communications.
“Over 7 million people in the UK have never used the internet and a further 16 million adults do not have basic online skills.
“Despite this, some banks, financial service companies, utility companies, media companies and other service providers show a clear preference toward the digital medium with online-only tariffs meaning that services can be more expensive for people who cannot access those deals. Some charge extra for sending statements and so on in paper format.”
Mrs Evans urged Members to support the campaign which would help ensure that people without internet access would not be penalised:
“The Keep Me Posted campaign seeks to ensure that customers do not face a financial penalty as a result of choosing to receive paper bills or statement – and given that we know that many people who require paper correspondence do so against a backdrop of deprivation, I hope that members will support that principle.”
The campaign has already won the support of several Welsh groups and charities, including the Pensioners Forum Wales, Age Cymru, and the Welsh Senate of Older People.
Graeme Francis, Head of Policy and Public Affairs, Age Cymru said:
“We live in an increasingly connected world but there is a digital divide between those who can take advantage of technology and those who cannot or choose not to. Less than a third of people over 65 in Wales (28.2%) use the internet and it is a major concern that people without Internet access may increasingly be unable to access important information and services. It is vital that people are provided with vital information such as bank statements or utility bills in a format they can use. We don’t believe people should be penalised, financially or otherwise, for this.”
Bridget O’Connell, Head of Information at mental health charity Mind, said:
“In the current economic climate, where so many people are struggling with financial worries, we are very concerned that 4 in 10 people say the removal of paper statements entirely could seriously affect their finances, leading even to missing a bill payment. The link between debt and mental health problems is well known and businesses should be interacting with people in a way that supports good financial management”
