Dear Dr Leon Schreiber,
Trust that you will find my email complaint in a good spirit.
My family with three minor children had an online booking at the Home Affairs in Heidelberg for today, 30th instant, scheduled for 13h00.

The staff at the Home Affairs were not willing to assist them despite the online bookings and informed them to wait and that it doesnt matter whether they had an online booking. After standing in the line for about an hour it came to their attention, by other applicants, that they were scheduled for 9h00 and still had to wait. Needless to say the public were sitting on the pavement outside. The bookings were very important and also while it was school holidays. Home Affairs in Heidelberg doesnt even answer there telephones. I did write an email the the Branch Manager and he has opted to read but not to respond. Could you please look into the matter. Thank you for your assistance which will be appreciated.