Access to Work - DWP Support

I appreciate this may not not part of the remit of this site but as I am the appointee for my adult son regarding PIP and ATW i thought i'd ask this question here in case someone else has experienced the same or could point me somewhere where other people are dealing with the same issue:
THE ISSUE:
ATW now have an online portal for claimants to process their support claims. It's brilliant and we switched over to it - much quicker, saves lots of time, no paper and postage involved.
The issue is that they have now decided that appointees can no longer use the portal and have to submit paper claims.
This seems to discriminate against anyone who needs an appointee because of financial vulnerability.

If anyone else is dealing with this or cant point me anywhere useful Id be grateful to hear from you.

Thanks