Tax directive collection.

Coming to collect a tax directive. It is finalised, they just have to give it to me. All documents etc have been done. Was told that it will take average of one hour to sit here and wait for them to dish out a piece of paper. How is this possible. Person at the door very unfriendly telling me that there are hundreds of other people also collecting. Even a hundred papers can be dished out in 5 minutes.