Unabridged birth certificate urgently required.

Over the last 10 years we have been waiting for an unabridged birth certificate for my grand daughter...18 weeks ago we reapp****...numerous attempts to contact the department has resulted in a "we have escalated this natter, please call again in 2 weeks" yesterday we were told that it could still take another 3 years...! This document is required urgently- there is just no accountability or anyone willing to assist...What recourse do we as South African citizens have on being successfully assisted in the regard?