Odd isn't it? If I was the CEO, I'd visit the stores myself to see what the customer experience is. I'd get on the phone and call support to see how it operates. And after noticing how shit Telstra is, I'd bring the managers in for a meeting to fix it.
But that's not how big companies operate. Instead, they make you wait on the phone. Whilst your waiting, they tell you how important you are to them. If you can be bothered waiting, you reach someone who has a thick accent and a bad connection (because they're in the Philippines, not Australia). You are forced.... to....speak....slowly... so that they can understand you.
Once you get through to the right person, instead of answering your query, they have 20 questions to identify you. All the big companies work this way now. The bigger they are, the worse they treat customers. They can afford to because they know you have no other option. Who else will you use....Vodaphone? I don't think so. All the big companies work this way.
