Hello, Cosmo -
You do not state where you are located (residing in Itally and where in the country or residing outside of Italy and stating where that is.) You also do not state what Italian government agency you are calling and where it is located.
See the information here:
https://consfiladelfia.esteri.it/consolato_filadelfia/en/i_servizi/per_i_cittadini/passaporti
From the first paragraph:
(Quote)
IMPORTANT NOTICE TO ALL ITALIAN CITIZENS
Effective March 1, 2016, it is necessary to schedule an appointment, by using the
on-line appointment scheduling system to submit a passport application, and following the instructions set forth below.
The
new procedure for issuance of the electronic passport requires fingerprinting.Therefore, it is necessary to make a personal appearance at the Consulate. It is no longer possible to request the passport by mail, with the exception of minors under 12 years of age.
(End quote)
Be sure to read all the information on that web page.
Best wishes.
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