Considering the above passage it is in present continuous tense pattern and passive voice form.
<u>Explanation:</u>
Now, Bruk is feeling better in the afternoon. He talks to a customer. Many customers are waiting outside for their turn.
Most of them are very exhaustedas they were standing there for more than an hour. So, they are complaining about thedelayed servicesof the organization.
It seems that Bruk's organization islosing all the reputation that it gives so far.
