I would suggest that you send an e-mail to the e-mail addresses listed here below and explain in as much detail your complaint. The detail should include the date when she submitted her application, if she can remember the person's name who helped her at the Consulate, that person's name, if she received a receipt of her application, scan it and include the scanned copy, and then any other information which may be relevant, her full details.
*****@******.*** (Head Office of Department of Home Affairs)
*****@******.*** (Minister of Home Affairs)
*****@******.*** (Director- General)
*****@******.*** (Deputy Director-General: Civic Services)
Request a response within 7 days. If you receive no response, then I would suggest you send an e-mail to the Leader of the Opposition, Musi Maimane at***@******.*** , in which you ask him to take the matter up, since it is not a good reflection on SA if it takes so long for an unabridged birth certificate.
I have to add that an unabridged birth certificate does take long under normal circumstances, but 12 months are a bit too long.
I hope my suggestions will assist.