Department of home affairs

We have been standing in the queue waiting to collect a first time ID sin 9:30. It is 12:09 now and nobody is coming out to say anything. I went to enqire how long do we still have to stand as I am standing with 2 small children and it's cold. Then the security tells me it's my problem that I am standing in the cold. Is this the customer service we get now a days?