Bad service from HR of medi clinic

HR at medi clinic veereineging failed to help my sister with maintenance payment after the court instructed that they should pay her from September 2019, when we call the HR (Estelle Botha). They keep saying the papers are lost and they ddnt process them. Now my sisters child (5 years old) can't attend school this because my sister doesn't work. Please assist because we tried everything to get medi clinic to help us with this issue but nothing is happening