Ombudsman lack of competent employees.

I have laid a complaint with the ombudsman regarding Discovery Medical aid, last year. To this date no person from the ombudsman has feedbacked me. Are their jobs to protect consumers or just go in the office to get paid. Seems like the norm now in SA. Why do they have a complaints department is no one assists the public. Pathetic service from a department that is supposed to be for the South African consumers