Not satusfied with due process after complaint log

On the 28/4/15 my mother app**** for my and brother's unabridged birth certificates. She paid R75 for each and was informed that they will be ready after 6 weeks. This afternoon 9/6/15 we tried our luck to see if they were ready or not. Shock and anger as the consultant at the customer service desk informed us that the she cold not find the request for the birth certificates. She informed me the request would only be made from today. I was too distraught to think of the impact of this delay and lack of service delivery. I'm leaving the country on the 13/6/15 and I was hoping to soare my mother the expense of at least R520.00 in posting the documents overseas. The sad thing was the lack of accountability from the person who failed to make a request at the appropriate time, and the lack of a satisfactory resolution to help expedite the request, even after correspondence with the supervisor of the centre. For me this is sad as services like this are meant to meet needs for people in Soweto, however when bad customer service exists, it compromises the integrity of the service to deliver and meet those needs. No one should be expected to accept such service standards from local GOVT. ?