a word to the wise

don't go to the office - they are primarily trained in income support payments (so newstart, parenting payment etc) and are highly likely to send you to the phone in the office to call anyway!!! they are seriously short staffed, and any new staff coming in received no FAO training as most FTB stuff is done at central processing centres

go home, make a cuppa, relax, and make the call (FAO are available 8-8 mon-fri) - apparently the queues aren't as bad now as they were in july (i've not been at work for a while...)