Frequently Asked Questions

We've received lots of questions from older people and their families about where they can get the information and support they may need during the coronavirus outbreak. 

We've provided answers to the questions we've been frequently asked, covering general issues, health and care, and your rights, which we hope you will find useful. Scroll down this page, or use the links below to jump to a specific section.

Questions on general issues

Questions on health and care

Questions on your rights

We will update this page as new information becomes available. 

If you're struggling to find something out, you can contact the Commissioner's casework team on 03442 640670. The team are working from home, in line with official guidance, so please leave a message and your contact details and someone will get back to you as soon as possible. You can also contact the casework team by email

The Commissioner is meeting regularly with Welsh Government Ministers and officials to raise concerns and call for action on the issues affecting older people, highlight where older people’s rights are under threat and ensure that the latest information and guidance for older people is communicated effectively.

You can get the latest updates about the Commissioner's work by following her on Twitter, or via her Facebook page. The Commissioner has also set up a new Facebook Group for older people, their families and professionals to connect and share useful information.  


General information (including shopping, advice services, banking services, scams, bereavements and pets)


FAQs: General

Expand all

  • Where can I find the latest information from the Welsh and UK Governments?

  • What do the recent changes to the stay at home message mean for me?

  • What is the latest advice for those in the shielding group?

  • Who can get tested for Coronavirus?

  • What is contact tracing and the Test, Trace and Protect system?

  • Should I wear a face covering?

  • How can I get food delivered if I am self-isolating or in the 'shielding' group?

  • What advice can you give on tackling loneliness during self-isolation?

  • Is anything being done to help people get online and stay connected?

  • Where can I get advice on financial matters, benefits, employment or housing?

  • How do I access my bank services if I do not have internet banking? How do I get cash to pay for things or pay bills?

  • How can I protect myself against fraud and scams?

  • Have arrangements for funerals been affected?

  • Should I let my handyperson or a tradesperson into my home? (i.e. any non-carers)

  • How can I volunteer?

  • What should I do if my pet is unwell?


Health and Care


FAQs: Health and Care

Expand all


Your Rights


FAQs: Your Rights

Expand all

  • What if I or a loved one have been asked to complete a Do Not Attempt CPR (DNA-CPR)?

  • What support is available for people experiencing domestic abuse during lockdown?

  • I think I have been discriminated against, what should I do?

  • What about my human rights?

  • What do I do if a business is exploiting the current situation?