it's normal this year - in the past, it's not been normal. i worked Family Assistance for several years before i had DD, and dramas like yours were few and far between. no idea what last year was like (yay for mat leave!) but this year, it has been nasty with the delays. i get to work and log into everything, and actually open the link to the updated process each day cos i KNOW at least 10% of my calls will be about this, and i KNOW that it's changing every couple of weeks. it sucks for the customers. those of us on the frontline are getting mighty frustrated because we know it's come about because of an upgrade gone bad - and we know we can't fix it. we are the ones copping abuse from customers on a daily basis because, understandably, customers are damn frustrated about all the delays