Boxer Lakeside please do better

I don't understand why we supposed to go to the kiosk to make bill payments, I was on the long queue and then when I was done buying groceries I try to make a bill payment I am told to go to the kiosk and when I get the there's no one and apparently we supposed to wait for the cashier to finish by the speed till. I really hated the minutes of waiting from one que to another