The Empowered Access Program is a partnership between Community Information and Support Victoria (CISVic) and Consumer Affairs Victoria, working to improve access to essential digital services for communities across Victoria.
“While many digital tools offer great hope to deliver positive social and economic outcomes, those who might benefit the most are often those who lack the capacity to engage.”
Australian Digital Inclusion Alliance 2025
Why this work matters
As more government services move online, people risk being left behind. The communities we support face barriers such as low digital literacy, limited access to devices, language barriers, and unfamiliarity with government systems can make it difficult to engage. This includes people experiencing homelessness, older people, migrants and refugees, and people with disability.
CISVic’s network of place-based agencies plays a critical role in bridging this gap by providing trusted, face-to-face support across communities in Victoria, acting as digital navigators who help people interact with increasingly complex online systems.
“A lot of our clients just aren’t computer literate. They don’t have access or the skills. If they knew how to do it themselves online, they probably wouldn’t come in at all.”
A CISVic member agency representative
What the partnership is delivering
Through this partnership, CISVic member agencies across 17 Local Government Areas are delivering place-based support to help people understand, access and complete key consumer services.
This includes help with:
- * Navigating the Service Victoria app, including the Servo Saver fuel comparison tool
- * Accessing the Rego Rebate to ease cost-of-living pressures
- * Using Rental Dispute Resolution Victoria (RDRV) to mediate disputes before escalation to VCAT
- * Completing Rental Tenancy Bond Authority processes
- * Hands on help with digital applications, building longer-term confidence online
A collaborative approach
This partnership reflects strong collaboration between government and the community sector to improve digital inclusion.
CISVic supports its members with training and resources while working closely with Consumer Affairs Victoria and partners to ensure community experiences inform system improvements.
Looking ahead
As the project continues, the focus will be on:
- * Strengthening community awareness of available services
- * Expanding local engagement and outreach
- * Capturing deeper insights into client experiences and barriers
- * Sharing learnings that support more accessible and inclusive digital systems for those who need it the most
Most importantly, continued collaboration between government and community agencies is essential to ensure that no one is left behind. This requires ongoing investment in trusted, place-based services that build people’s skills, confidence, and access, enabling them to safely and independently engage with essential services.
If you would like to connect to discuss this work further, please contact support@cisvic.org.au.