💻 Digital participation and help
In brief
More and more banking, retail and administrative services are handled digitally. Since 28 June 2025, many private providers of digital services (e.g. online banking, e-commerce) have had to be made accessible under the Accessibility Improvement Act (Barrierefreiheitsstärkungsgesetz). For getting started with or deepening digital skills there are free learning and advice services designed specifically for older people.
Step by step
- Find a suitable learning offerUse adult education centre (Volkshochschule) courses, senior citizens' offices or the "Digital-Kompass" offer from BAGSO and the Verbraucherzentrale to get started.
- Set up basic protectionSet up secure passwords, software updates and, if possible, two-factor authentication for important accounts.
- Try online authority services step by stepTry out digital services such as the online pension information first together with a trusted person or at an advice centre.
- Use advice if problems ariseIf you are unsure or have problems, contact the Verbraucherzentrale or a senior citizens' office (Seniorenbüro).
Deadlines
- Whether and to what extent there is a uniform nationwide legal entitlement to an analogue alternative to online administrative services could not be conclusively clarified in this research – in case of doubt, ask the authority concerned whether in-person or telephone routes are still offered.
- Digital services should only be used via official, known addresses and apps, not via links in unsolicited e-mails or messages.
- Free, independent support is offered by Verbraucherzentralen and Seniorenbüros – paid "computer help" at the door should be viewed critically.
In depth · legal basis, figures and practice – for advisers and professionals
Accessibility Improvement Act (BFSG)
The BFSG transposes the European Accessibility Directive into German law and, since 28 June 2025, obliges providers of certain products and services (including e-commerce, consumer banking services, passenger transport services) to make them accessible.
Online Access Act (OZG)
The OZG obliges the federal government and the Länder to offer administrative services digitally as well. It primarily regulates the administration's duty to digitalise, and does not conclusively regulate whether and for how long an analogue alternative must be offered in parallel – this is arranged differently depending on the authority and the service.
Support services
Besides adult education centres, the Bundesarbeitsgemeinschaft der Seniorenorganisationen (BAGSO, Federal Association of Senior Citizens' Organisations) together with the Verbraucherzentralen offers, in the "Digital-Kompass" project and through the "Silver Tipps" portal, free, low-threshold learning services specifically for older people.
A question about your situation that this page does not answer? Write to us or use the contact form – we will tell you which office is responsible and what to bring. Free of charge, without individual legal advice.