Disappointed and annoyed

I'm so highly disappointed with Kempton park traffic department. Why do we have ro make an online booking to be told that we have to queue that system does not apply to them. I have been standing outside in the cold for more than an hour to be told I must come every early in the morning or Saturday. Just to spend the whole to be treated like that. What are the appointments for? Why was this system implemented? Now I wasted time and money and I have not accomplished anything. Now I have to go look for another traffic department.