Some years back we paid a personal visit to a Federal dept in Canberra because we could never get to speak to anyone on the phone and messages were never returned. Answers to mail took months. When we got there(I won't bore you with how we eventually found and got into their office) we found a set up of 4 desks and the phones constantly ringing. No one was there. They had hooked up the system in some sort of round robin basis so eventually people just gave up or the call dropped out!!
Much later we found out that they had all been ''disciplined'' after our complaint was investigated and the result was that at least one of them had to be in the office at any time. The rest could continue to do as they saw fit which, we discovered, was attending ANU to continue their studies for additional degrees.
waiting for the permit, page-35
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