No result even after Hello Peter complaint

I complained on Hello Peter 5 days ago that, after bringing my defective phone (under warranty) to the Rosebank branch for repair, I found that it had not been sent for repairs for at least 11 days. Within 30 minutes of that complaint, I received a phone call and an e-mail assuring me that my complaint had been escalated. To date, I have heard nothing more and do not even know how to contact the people dealing with my complaint. This is completely unacceptable and also a violation of the Consumer Protection Act in a number of ways. I certainly intend to take this further - I have suffered substantial inconvenience and additional costs as a result of this negligence.