GEMS Contact Centre Insufficiently Resourced/Staffed

GEMS Contact Centre for provider claim queries is not properly and sufficiently resourced/staffed, since more often than not the agents answering the calls confirms that "due to high call volumes we are unable to attend to calls at the moment and we will call you back if you leave a message and your contact details". If this was the exception, it would be something providers could live with. However, it has become the new norm for the scheme when providers need to enquire regarding non-payment or short-payment on claims and other queries. THIS IS UNACCEPTABLE!!! It needs to be addressed without delay.