The problem is that their leadership may not care. Bureaucrats at higher education don't take the job because they're good at it. They take it because they're not and want a job with high job security. The poor pay and unrewarding tasks are acceptable to them as a means to coast. Couple that with a job that can be quite stressful at times, students can be very demanding, and you have a recipe for entrenched apathy. I base my assessment on my time working for a University for 8 years.

The registrar's office are the wrong people to appeal to. The deans office can fix this, but they may only move if it makes the University look bad. That's where the news and media can help, but this guy likely needs help to make that happen effectively.