Home Affairs in-efficiency

My partner is trying to apply for a passport, but his ID is blocked on their system with a code BRC CASE FILE NO 266 IN R3027 refer to fingerprint identification. No one at their offices knows what this means and not even their area manager knows. They say they have had several cases like this but none have been resolved according to their knowledge. So we are stuck and have to cancel our holiday plans. Who can we contact?