terrible service, lack of caring and inafficiancy

for some reason, most of the departments are always off line. I went to three, before I found one that was on line. after standing in the que for five hours, i finally got in the room, were every one was milling around, no one knowing were to go. There certainly should be soerone to tell people were to go. There were six tills, out of the six, only one was operational. at one of the tills, 2 tellers were sitting and chatting. i asked them if they coul help me, they said no. i asked them were i should go,they shrugged. i got into a que, because it was shorter than the others, it happened to be the right one. the man behind the desk, gave me a number and sent me for finger prints. After these were taken the lady told me to sit. I asked her were, and she just shouted at me to sit. I asked if they would call me, and she just shouted at me to "SIT". I finally payed for a new id document and i am in the process of trying to collect it. the first time i went, thay were locked up with a sign to say they were off line, today, i arrived a two and was told that the collections department was closed for the day, and to come at 5am and wait in the que until they open at eight. Basically, the systems are all in place, the staff however are too sure of their jobs and know they can treat us anyway they like without repremand. things would run much more efficiantly, if there was someone to tell us were to go and what is happening, and if the staff learned how to speak to people as well as that there are many people without jobs, who would be very pleased for theirs.