Another Government Dept that does nothing

We lodged a complaint in Dec2014 and were informed when we followed up in Jan 2015, all queries over that period needed to be resubmitted. Hubby resubmitted and we still have had no feedback of substance - really have to wonder what the point is if you can only phone between 14h00-15h00 and when you do call they either drop the call or tell you the extension is busy call again. How can you be busy if you don't contact people or answer their calls?????