No solution or proposal for one after 11 months and counting

I recently read a review from someone who was complaining about the time it takes to get feedback from MIOSA after the person's case was only 3 months old with them.

I reported a case to MIOSA on the 19 of March 2018. After three months, i started calling once a month to find out about the progress of the case. Today is the 11 February 2019, almost 11 months after my complaint and despite all the follow-up calls, no resolution from the Ombudsman. The person handling my case has never proposed any solution and whenever i call, i get informed that my case is in the queue.

How can one case be sitting on the queue for 11 months and counting? Even if their workload is too much as they claim? If this is how long they take to deal with one case, why would the Motor Industry that understands the Ombudsman very well not continue messing up with people. So sad and disappointed! Is the Motor Industry Ombudsman really useful? Should they be disbanded?