Useless Entity with Useless Employees

What is the point of the existence of this thing? I've been looking for something so simple, my dofa document. I asked to be registered, and was told I was, but there is no password. The person "helping" me told me the password was sent, but nothing. The website keeps saying the same, but nothing. Their call cantres are even worse. People answer the phone as if they're answering their personal phones; they claim to transfer you to someone that'll help but the call just keeps ringing and then goes dead. People getting paid for absolutely nothing. But I guess that's what they pride themselves on: being utterly useless.