Kylz, put in feedback on the website - give the approx time of the call, the number you called from, and whether you put in your customer reference number - if they accessed your file, there will be a footprint identifying the person. if they didn't, it is harder to "find" the person, but if they've called you stupid, it would be something they are keen to stamp out, so they can trace the call via the number you called from (provided everything on the system has been set up properly - can't guarantee that - i used to work for Telstra dealing with complaints like this and this is what we did - no idea if FAO are set up quite as well for that sort of thing). there are only a limited number of staff taking PPL calls at the moment, so even if they can't get THE person, there can be some pretty strong feedback sent through to the entire group about attitude etc



on another note, if your incomes are too high for FTBA and B, you will probably be better with PPL - but definitely run the estimator to check it out - you may be surprised. the estimator what tax bracket the PPL will put you into, when the baby is due (so it looks at tax brackets for two financial years and FTB entitlement in both of them)...