Poor administration and poor service

I app**** for an additional contract at Mall @ Reds yesterday and this morning I got a message that it has been approved

I have been waiting for an hour now and I am told that there is only one person that can assist me. Why is it like that? What if this person is not at work?

This is poor customer service. I have a lot to do than to wait for one person to assist me. Other customers come and go