We had a similar problem with the major phone company here in western canada. Eventually they started loosing so many customers that the federal regulator was considering imposing a rate cut on their services. Now they are among the best again, but it took a couple years to get there. From my brief stay in Queensland, it seems that Telstra is a similar dinosour company that has some serious fat trimming to do.
I guess its the same the world over.
As far as I'm concerned, there is not excuse for not having a human on the other end.
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