when you need a phone to get help, who helps the people without one?
The hidden cost of accessing government services in Canada.
I learned something about the telephone system the hard way.
During the CERB confusion, when Canadians were being told to call the government for answers, I tried. Again and again.
You would finally get connected, only to be told to wait. Seventeen minutes, sometimes longer.
At the time, I had a mobile plan that cost me $50 a month. It included just 100 daytime minutes and 1 MB of data.
Think about that.
I could spend a significant portion of my monthly calling allowance simply waiting for someone at a government department to answer a question.
And what if I got disconnected?
What if I needed to call back?
What if I couldn't afford another month of service?
My phone situation has only recently changed. Between 2019 and this year, I spent much of my time in Mexico with my phone on airplane mode. I was barely using it, but maintaining access to a phone in Canada was still another expense.
That experience got me thinking about something much bigger.
what about people who don't have a phone?
We increasingly expect people to manage their lives through technology.
Apply for benefits online. Verify your identity. Receive a security code. Call a department. Download a document. Check an application. Wait for a callback.
But what happens when you are homeless?
Phones get lost, stolen, damaged or disconnected. People living outside may not have somewhere safe to charge a device. They may not have an internet connection, a permanent mailing address or money to maintain a monthly plan.
Some people don't have identification or the documents required to get through online verification.
Others simply cannot afford a phone.
And yet, these are often the very people who need government assistance most.
Imagine being hungry, sleeping outside and trying to apply for income assistance. You are told to call a number, but you have no phone.
Imagine finding a borrowed phone, getting through to an automated system, being placed on hold, and then losing the connection because the owner needs their phone back.
Imagine having to explain your circumstances repeatedly to different departments, none of which seems able to take responsibility for helping you.
How is someone supposed to get back on their feet under those circumstances?
technology is not the same thing as accessibility
We hear a lot about digital transformation, efficiency and modernizing government services.
Technology can certainly make services easier for some people.
But making something available online doesn't automatically make it accessible.
And replacing human assistance with automated systems doesn't necessarily save money if people cannot get the help they need.
The federal government's own reports have acknowledged barriers experienced by people who are homeless or living in poverty, including difficulties with telephone access, internet access, identity verification and obtaining documents.
These are not imaginary problems. They are known barriers.
Yet the responsibility for overcoming them is frequently left to the individual.
the hidden cost of waiting
There is another issue here: who pays for the time spent waiting?
If a government department has long telephone queues, the person calling may be paying for that time through their mobile plan.
Someone with unlimited calling might barely notice.
Someone with 100 minutes a month notices every minute.
Someone with a prepaid phone may run out of credit before reaching an actual person.
The department may record a call as answered or eventually completed, but that doesn't tell us what it cost the person trying to get help.
And this brings me back to the question of accountability.
We can measure call volumes, waiting times, customer satisfaction and service targets. But are we measuring how many people never get through at all?
How many abandon the call?
How many cannot call because they have no phone?
How many miss deadlines because they cannot access the system?
Those people may not appear in the department's customer-service statistics.
Their absence can make a broken system look more successful than it really is.
a basic right shouldn't depend on a monthly phone bill
I'm not suggesting that everyone needs a government-issued smartphone.
I'm suggesting that essential government services must have alternatives.
- Free telephone access to government departments.
- Call-back options that don't require people to remain on hold.
- In-person assistance for people who cannot use digital services.
- Community access points where people can use a phone, computer and scanner.
- Flexible identity verification for people without permanent addresses or conventional documents.
- A way to apply for and receive benefits without owning a smartphone.
And these alternatives need to be properly funded and available, not just listed on a government website.
who is being left out?
There is a difference between making a service available and making sure people can actually use it.
A person who is housed, employed and connected may never realize how many steps are involved in accessing assistance.
But take away the phone, the address, the internet, the identification and the money to maintain them.
Suddenly, even asking for help becomes an obstacle course.
We talk about reducing poverty, ending homelessness and helping people become independent.
But independence requires access.
You cannot tell someone to get back on their feet while putting essential services behind a wall of technology they cannot afford.
And perhaps the most important question is this:
If someone needs government assistance but cannot afford the technology required to access it, who is responsible for making sure they aren't left behind?
Government services are supposed to serve the public.
That includes the people without phones.
Because being poor should not mean being disconnected from the very services designed to help you.
#PovertyInCanada #Homelessness #DigitalDivide #GovernmentAccountability #CRA #CERB #SocialAssistance #DigitalAccessibility #HousingCrisis #LeaveNoOneBehind