That’s what makes it so hard dealing with places like Centrelink. They’re deliberately understaffed and treated like shit to be the interface of a hostile system. There’s no point being angry at the person you’re talking to because they’re not the decision makers who set the system up to be so unpleasant to deal with. And those who did set it up that way are insulated off away from the public and just close down any channel of communication you find to tell them what pieces of shit they are.