Unabridged Birth Certificate

My mother went to apply for an abridged birth certificate for her and her late brother. She gave all the necessary documents (Parents marriage certificate, her ID, death certificates and a permit) She did all this 3 times already. Since the 20th of December 2024 till now .

All she get is documents are lost, her documents are not posted to the Home Affairs head quarters.

Can she be helped because since then she is not getting any help in this regards.