"Long waiting List,"

It is nearly a year since the initial appointment, despite being told they would send an appointment in September 2014, after the school holidays.despite telephoning the department twice, It is impossible, all you are told is "It's busy, we will write to you in a few weeks" this was February 2015, 6 months from when she should have been seen again. So how are guidelines being met ? i believe it is approx 16 months since referral and she has only been seen once a year ago.