Issue with deputyship application

Posting for a friend:

My mother fell sick overseas and is medically unfit to travel back to Singapore for the time being. I am trying to submit the simplified deputyship application to manage her bank account etc as I am still studying and I come from a single parent family. Due to my mum’s situation she is unable to work and my mother was the sole breadwinner.

However as I try to apply online I am stuck and unable to submit the application as there is no medical record tied to her NRIC which was required before the submission. As she is not in Singapore, there was no Singapore-based doctor to access her situation nor to submit any medical records on her behalf which seems like a prerequisite to the submission.

I have tried to read online FAQs etc but none address my situation.

I have emailed the MSF and they advised me to call family courts (64355471 or 63257619) however I have been calling for a month and they have never once picked up. I also emailed the Judiciary, however they did not give any useful advice on next steps and declared they cannot give me any legal advice.

Have anyone experienced something similar or know what’s the best next steps?