Pension or tension

Sir: Last Tuesday I went to a post office with my grandmother for her pension. Generally, the process takes half an hour but it took me more than four hours to get the work done.
The officials were non-supportive, talked rudely and showed least concern for pensioners’ matters. The place looked more of a public canteen with tea being served all around. Pensioners kept trying to bring to the notice of the officials their pending issues but the latter were busy discussing personal issues.
No complaint box or grievance committee is in place to help pensioners address their concerns; many pensioners do not complain openly, fearing the brunt of the problem would come in the form of losing important documents.
There is a complete lack of management, accountability, and ethics. Sitting in air-conditioned cabins, the officials do not realise the hardships faced by pensioners.
We will be thankful if senior authorities pay attention to this issue to give relief to pensioners.
UMME RUBAB
Karachi