It takes 11 days to get a reply to a single email!

I needed to have my Identity information changed and a new card issued as my card expired on 11/2015.<br> I sent a mail requesting the changes be made, they responded the next day informing me to submit certified copies of my ID, which I did, it then took 11 days for them to come back to me and tell me that I need a certified copy of the back of my ID card as well, this is after trying to follow up multiple times and submitting a complaint.<br> On the same day, about 5min before asking me to submit the copy of the back of my ID card, I get an email saying that my card is with the courier and I must give them an address to send it to.<br> <br> So which is it? Do I need to submit the documents or have you changed them and are issuing the card?<br> <br> How can it take 11 days to send this email:<br> To change your details we would need a copy of the front and back of the ID card certified by a Commissioner of Oath.<br> <br> 11 DAYS!!!!????!! Seriously?