Poor service delivery

Why must it be such a mission to call any dept of labor in South Africa, just to inquire something. Why is there not a dedicated person picking up the calls, no one ever picks up when you call, you emails are not even answered at all. I stood in the line for over 4hours, at Somerset West they cut the lines at 2h30, saying they not helping anymore people. Just imagine standing in the lines already so irritated and annoyed and not be helped, having to come back. Apparently Ufiling and ussd is back online, but still people are having problems and have to physically go to DOL either way.