Ninety One - not for the elder

My mother invested with your company in 2009, a decision that has proven challenging for her. She is now 93 years old, with impaired vision and hearing. The last statement she received from you was in 2020, and we’ve had no IT3 forms since then. We attempted to update her postal address by submitting your change of address form, along with all required details, but this was flatly rejected. Your response was that she must personally update it on your website and answer security questions herself. I’d like you to explain how a 93-year-old with her disabilities is expected to navigate a laptop or website. Additionally, please provide the section of your ESG program that addresses accessibility for people with such impairments. I’m at my wits’ end.