Imagine this scenario:

Your family is away, and a natural disaster unexpectedly impacts your home while you’re there alone. Emergency Services arrive in the middle of the night and require you to evacuate immediately, leaving behind all your belongings, including your wallet. Sadly, your home is destroyed.

You aren’t aware of any local emergency housing, so you drive three hours to a friend’s house. The next morning, during business hours, you call Services Australia seeking support. You’re informed that you qualify for emergency accommodation and emergency grant funding, but the only way to access this support is through an online process via Services Australia.

The person on the phone cannot apply for you or assist you with the process. You’re told you can visit a Services Australia branch in person for help, but there may be long wait times, and you’ll likely need to physically present identification.

This is understandably a stressful situation, and people respond differently depending on their confidence and familiarity with digital systems.

Firstly, We'd like you to log into Services Australia's home page or App using your MyID.

PLEASE DO NOT PROCEED BEYOND THE INITIAL LOG-IN.

Pause at this point and please share your responses to the following questions:

Explain your initial reaction to the request to apply for housing and emergency support via the online experience through Services Australia.
Let’s say the Services Australia online service requires 'strong' identification through MyID to proceed. How would this impact you personally in this situation? Would it be straightforward, or would it prevent you from accessing support online?
If the digital process isn’t an option for you, what would you do next to get the support you need? For example: Would you need to ask for help from a friend? Would this mean you need to pay for a support worker?
Describe How easy or challenging this process would be for you.

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