Joking aside, you'd think they'd automatically send anyone over the age of 80 a paper copy along with the web link letter. An awful lot of people of that age have no internet access, and to be honest, it's a bit of an imposition expecting their relatives (if, indeed they have any!) to sort things out for them.
Under those circumstances, a recorded message on the official helpline telling people to go to the web link is not helpful at all in my book and I'm sure a court of law would kick out a case for non-compliance if someone without internet connection is put through that sort of treatment.