When I upgraded to a higher license some years ago I had to call a particular telephone number whereupon I was instructed to follow an automated procedure that lasted, if I recall correctly, around five minutes or so.
All this for more than $100. While I don't recall the exact figure I did think it was particularly expensive and reeked of a (non-market) rate being set by a monopoly.
It is more or less still the same, just the same old revenue gathering exercise, but the problems associated with foreign language speakers has not lessened at all. I fly from an airport that has a sausage factory with students from all over the planet and some of their spoken English leaves a lot to be desired. I shudder to think what their comprehension is like, especially with the Nu Zulund uksunt being difficult to understand at the best of times for non Kiwi's.