'It's embarrassing': NSW government refuses to grant Sydney woman ID card due to laminated document

A Sydney immigrant's decision to protect her Australian citizenship certificate by laminating it has backfired after it led Service NSW to refuse her a photo ID card.

When Eudora Freeman migrated to Australia from India nearly 60 years ago she was so proud of becoming an Australian citizen she laminated her certificate.

At the time she said she "didn't think it was a big deal", but now the 76-year-old is stuck in a loop of bureaucracy after the state government turned her away.

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Despite raising four children in Australia, working and paying taxes, Eudora has never held a drivers licence, doesn't have a passport and has no photo identification.

She applied for the Service NSW identification so that she could access her bank account, but has so far struck out.

While the federal government accepts the laminated certificate for Eudora to collect her pension, Transport for NSW said having it laminated can "hinder" inspection of security features, increasing fraud risk.

"My mum needs a photo ID because the bank has now made it their policy that you now need a photo ID to access your account," her daughter and carer Debbie Freeman said.

"My mum is a legal Australian citizen, her only crime was to value the document she was issued in 1971."

Debbie has tried contacting their state and federal MPs, and has made several, sometimes heated visits to Service NSW to provide bills and Medicare details.

She even made a trip to the national archives, but can't get anywhere.

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She's been told she needs to provide Eudora's birth certificate from India, but they can't access that because Eudora has no photo ID.

The only way to get a new citizenship certificate is with that elusive photo ID.

"With all the information we have provided, what's it going to take?" Debbie said.

"These ministers, you're in there to help us, the public, start doing your job."

"It's embarrassing and I feel let down," Eudora said.

"I'm being treated like a second class citizen, that's not right."

In a statement to A Current Affair, Transport for NSW said it does not accept "altered identity documents" such as laminated documents because of "concerns about obscuring essential security features that help verify the authenticity of the document".

After A Current Affair became involved Eudora's case was resolved and she received her photo ID.

FULL TRANSPORT FOR NSW STATEMENT

Transport for NSW does not currently accept altered identity documents, including laminated documents, due to concerns about obscuring essential security features that help verify the authenticity of the document.

Any primary Proof of Identity (POI) documents such as an Australian Citizenship Certificate are printed on special paper and include an official seal and watermark.

Laminating can hinder the inspection of these features, increasing fraud risk.

Transport can assist customers on a case-by-case basis when they have extenuating circumstances and collaborates with its stakeholders, including Service NSW, to provide support where possible.