Parcel to Canada

On the 17th of November 2017 a parcel destined for my son in Canada was accepted by Secunda Branch for airmail to Vancouver Canada. On the 18th of November 2017 it was labelled as in transit to Tshwane Hub from where it was transferred to JIMC Hub in Johannesburg on the 6th of December 2017, in order to process transit by airmail to Canada. Up to now the parcel has not yet arrived in Canada. I queried it at the Secunda Branch to follow up what the situation is. The feedback received by the Secunda Branch manager is that JIMC does not answer her phone calls or e-mails. I this the service of JIMC we sit with? What is their level of commitment to service delivery??