Yeah - it owuld be great if they could use email/phone more. They do ask for an email address, and two phone numbers on all of the forms I've filled in.
Yet, whenever they have contated me regarding licences/confirmation of exams etc they always send it in the post. Not once have I recieved a phone call, or an email from them.
Using email would speed up the process of rectifying any problems. If they use the post, you are looking at up to a week to get things sorted.
And, think of all the trees, and money they could save on postage.