Appalling Customer service

Good day, I would like to file a serious complaint against our municipality in Benoni(City of Ekurhuleni), as it's been years since we've been dealing with their bad service and bad work ethic. Apparently systems are offline, granted, now with 3-4 ladies sitting in enquiries having a fat conversation instead of assisting at the cashier department, where there's literally ONE person working. The que is literally coming from outside because there's one person assisting customers. What is the criteria of working at the municipality? How can enquiries ONLY deal with that? Where is the customer service in all of this? We have pensioners standing on their feet for hours to come pay their bills, only to be welcomed by such service???? UNACCEPTABLE!