My tip in Australia on migration advise is NEVER EVER contact the Immigration Department for advice - They are not qualified or are they accountable for life changing advise on life altering migration issues. That is a fact.
CAsA is no different with the exception that they are "qualified" to give advice, but they are not accountable for that advice.
My advice is never ever contact CAsA for advice.
There are others to use/contact. Use them not CAsA.