What many (non-US) civil authorities have failed to realize is that by charging people for their services(?), they create an expectation of a service being provided in a timely and effective manner.
Part of charging for a service means that you will have properly qualified people taking care of the customers. And that customers shouldn't have to pay additionally to have the authority's people qualified for a particular speciality.
I'm sure we all have lots of stories about this not being true, but the authorities need to understand they are taking people's money and need to return a service.
On the other hand, if you're not paying for it (like the FAA) you have little reason to complain.