I have decided to send an email since it's been over 3 weeks that they've received my passport. They replied in a few hours (which is pretty fast):
"Good day,
Your passport has been received at our office and will be returned to you shortly. We are currently experiencing a high volume of mail intake and we cannot confirm how long this process will take.
Should you wish to travel urgently and recover your passport, please send us a detailed explanation of your situation along with proof that you require your passport urgently (a copy of your confirmed itinerary) and your request will be reviewed."
"Good day,
Your passport has been received at our office and will be returned to you shortly. We are currently experiencing a high volume of mail intake and we cannot confirm how long this process will take.
Should you wish to travel urgently and recover your passport, please send us a detailed explanation of your situation along with proof that you require your passport urgently (a copy of your confirmed itinerary) and your request will be reviewed."