Negligence made by The lady from home affairs

I am so heart broken with the service I received, I didn't get my child's certificate because of the negligence the lady did.. now they can't assist me because they said the lady in on sick leave.. I fail to understand because it's their colleague and the glitch the lady did the supervisor must authorize so that it can be fixed. The supervisor said I must wait for the lady to come back and it's 3 weeks now my new baby doesn't have birth certificate 😭😭😭😭