Queensland government digitises seniors, carer, and companion cards via Service Queensland app

Consensus Summary

Queensland’s government has launched a major update to its Service Queensland app, allowing seniors, carers, and companion cardholders to store their credentials digitally while retaining the option to use physical cards. The move expands the app’s capacity to hold 22 types of licences and accreditations, up from just three over the past two years. Over 1.5 million Queenslanders now use the app for digital licences, reflecting growing adoption of digital government services. Both ABC and 7NEWS emphasize that the transition is voluntary, ensuring older Australians can continue accessing services in ways that suit them, whether through physical cards, in-person support, or digital tools.

The digitisation effort builds on a broader push to modernise Queensland’s service delivery, addressing long-standing barriers for older residents who often face higher rates of digital exclusion. According to 7NEWS, the Australian Digital Inclusion Index reveals that 66 per cent of Queenslanders aged 75 and older struggle with digital access, the highest exclusion rate after income disparities. The government’s decision to keep physical cards valid acknowledges these challenges, while also encouraging those comfortable with technology to adopt the digital option. ABC notes that the app’s expansion aligns with a commitment made by Minister Steve Minnikin before he entered government to prioritise service accessibility.

Key figures in the rollout include Minister for Customer Services Steve Minnikin and Minister for Families, Seniors and Disability Services Amanda Stoker, both of whom have framed the change as a matter of choice and convenience. Minnikin, quoted by ABC, stressed that the update would ‘give older Queenslanders greater choice,’ while Stoker, cited by both outlets, highlighted the ease of access once the digital setup is complete. National Seniors Australia’s Chris Grice, speaking to ABC, praised the flexibility but warned that cyber-safety concerns and the need for physical validation remain critical for many seniors.

While both sources agree on the core details of the digitisation—such as the voluntary nature of the change and the retention of physical cards—they diverge in emphasis. ABC focuses on the political context, including Minnikin’s pre-government promises and the launch of a mobile service centre for regional Queensland. In contrast, 7NEWS underscores the digital divide among older Australians, citing data from COTA Queensland and the Digital Inclusion Index to illustrate the practical hurdles many face. The latter also details the broader range of licences now available on the app, including driver licences and recreational permits, which ABC does not mention.

Despite the consensus on the app’s expansion and the voluntary approach, some questions remain unresolved. ABC suggests that take-up of the digital option may be high, though no specific adoption targets or timelines are provided. Meanwhile, 7NEWS highlights ongoing concerns about digital literacy and affordability, particularly for those aged 75 and older. The government’s response to these challenges—such as the mobile service centre announced by ABC—could shape the long-term success of the initiative, though neither outlet specifies how these efforts will be measured or funded.