Cape Town Department of Labour is a disgrace

My dad is disabled and he has been medically boarded. My mom has been to the Labour department more than 4 times to submit the papers. The first time (24/08/2022) she was given the incorrect papers to be completed. The second time (17/10/2022) she was told it will be declined as it was a late submission, she was waiting for the papers from his work. The third time (16/11/2022) she went she was told that she should have received a paper from the lady she saw the second time stating she was there. Nolan (think he is a supervisor) then said to her that it must be declined even though the papers were still being processed on the system. Nolan then gave my mom his personal number to contact him to ensure the papers were received, I have sent numerous emails to Nolan which he confirmed with my mom he recieved with all the relevant documents that was needed. This is an utter disgrace that he has been ignoring my moms calls and messages since the department went on strike. The money is owed to my dad that has been working for more than 20 years and all the relevant documentation from hospitals and his work has been submitted. This is a disgrace that someone that needs the money now is being told it will be declined and they need to appeal which has been done Monday 09/01/2023. Nolan is not a human and to be ignoring someone in need is not helping the community at all. This is now a matter of urgency that I require a response!!!!