You might have to wait on the phone for a long time, I hung on for 1hr 20 mins today! I had held for 30mins and thought b*gger this, I will see how long it takes to answer...When it was answered the apologetic girl at the other end said that she couldn't help as all she was doing was taking messages and someone would get back to me within 48 hrs.
Whilst this wasnt a major issue for me (other than reading some documents while holding), the problem revolved around leave entitlement, I will raise a formal complaint as 80 mins is definitely not 50 secs and these things need to be highlighted. I got the fax number for formal complaints from my OC PSF. One of the other guys in my office filed a formal complaint and within 24 hrs he was speaking to a person rather than leaving messages and waiting to get called back.
Raise the ante, see what happens.