Poor service at Home Affairs Orlando

My mother has been trying to apply for a marriage certificate for her and my father (her husband) who is late. They were married in customary marriage but never registered with Home Affairs. We’ve been going to Home Affairs at Orlando but have been met with poor service from the immigration department who are meant to assist with this case. There is a lady named Kgolophelo (not sure of spelling and her last name) but she has zero customer service and seems to lack understanding of what her actual job is. I would like to know where I can report her and this matter to get assistance as well as have the lady mentioned above to avoid further cases like for other people.