Does Getting the Busy Signal Every Time You Call FAO Put You Off Calling Them?

Seeing the number of times that people are told to ring first because the office cant do much, or will just send you to a phone anyway reminds me of how often I have called the FAO and gotten a busy signal or been on hold for over an hour. Does anyone else find this a deterrent from claiming what they are entitled through from the government? Is there anything we can do to get the service we need when the need arises?

I try to postpone calls like this until nap time so that I can actually hear the person on the other end of the phone, but often I can't get through or am on hold so long that the kids wake up before I get a person to speak to. Kind of puts me off claiming but I know we cant afford to live if I don't

If I do need to call I start calling as soon as lines open, find that the least busy.
Try to get set up online too they encourage that cause you can do a fair bit on there.