An illiterate elderly Italian citizen in Australia for 40 years lost her pport. How can she get a new one?

My friend lives in country Victoria and has no drivers license, so is quite isolated. The Italian emby responsible for pports is in Perth and I have emailed them with photocopies of her relevant papers ( except she has no photo ID) but they will not deal with me.They tell me she is not registered as an Italian citizen but even though I followed all the steps to register her, I've hit a brick wall. She is an intelligent woman, just not well educated and especially has trouble with English. She does not want to become an Australian citizen but she wants a pport for a visit back to Italy. What can I try next?