2 months package delay and phone calls simply ignored - call that "professionalism"?

In the post office's Code of Practice, it states that the South African Postal Industry's main objective is to " To uphold professionalism, responsiveness, honesty, trust, respect, excellence, quality and commitment to client satisfaction and compliance." I called (or tried to) in connection with my international parcel not being received after two months of the shipment's arrival in Johannesburg. In my opinion, their main objective can't be brought to standard. The phone's at the post office rang for half an hour. After reaching Johannesburg's line, I was told that the international packages are 'backlogged' after 2 months of arriving ? It also states that the South African Postal Industry's main objective is also to "Ensure that all complaints received are recorded appropriately and resolved in a courteous, efficient and fair manner." Phones are simply not answered, so how can a complaint be submitted in a efficient and fair manner in the first place?