When will my parcel arrive at its destination?

I posted a parcel from New Zealand to South Africa on 19 July 2019. The parcel arrived at the JIMC on 24 July 2019 and was dispatched from JIMC on 29 July 2019. It is now more than a week later and the parcel has still not arrived to its destination. I’ve been trying to contact JIMC and EMS and have been unsuccessful at each attempt. How do I escalate this issue? The tracker shows that the parcel is in transit but surely it cannot take more than a week from Gauteng to Western Cape?