Sounds like it's not real but... It reads like an indictment of the government employee personally, rather than the rules and constraints that employee is forced to use. Probably fair to comment on the interaction, whether the person was rude, and so on. But blaming them for not accepting email is kind of silly. They are not empowered to do that kind of thing.
Yeah, this anger is entirely misplaced. I don't think this woman is happy to have to enforce this idiotic law and listen to angry people all day long. It's the politicians that people like us elected because they promised to cut wasteful spending, so now blind people have to prove they're still blind once a year. We did that to them.