I needed to clarify a point in LASORS yesterday, so rang the Belgrano. First call started with the dreaded "If you want indifference, press 1. If you want help, $od off" style menu. Got through to the PLD menu - listened to the "We can't be ar$ed to answer the phone between 1200 and 1400 as we're far too busy having lunch" message, then another menu selection. Pressed the right option and was told "All our agents are busy. Please try later. CLICK,...brrrrrrrr". BUG.GER!! So I ring the switchboard, very polite young lady attempts to put me through to the correct extension - it's a voice mail box. The phone diverts back to here and she tries someone else. He answers, we chat amiably then he puts me on to someone else who tells me that there's been a recent policy change - and gives the answer, but also agrees that LASORS are vague on the point about which I needed clarification...
So, my summation:
1. Ron Elder's outburst is inexcusable. He is no longer an Air Marshal, he is an unelected public servant with a duty to his customers.
2. The phone menu system does not help much.
3. Human operators are so much more efficient and helpful.
4. 2 hours for lunch? You have GOT to be taking the pi$$...
5. LASORS was published with some errors and is not yet complete. So don't be surprised to receive queries from the public!
6. DON'T CHANGE POLICY WITHOUT TELLING INDUSTRY FIRST!! We the Examiners might be good at what we do, we even try to help by answering queries, but we are NOT clairvoyant.