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Gay Again, maybe not, but what is being done to address the problems other than not answering the phone for so many hours a week and sending out misguided letters which result in a public apology? We are taxpayers for heaven's sake - we shouldn't be paying for inept public services which fall well short of an acceptable standard by any benchmark. As usual, we get the "but they're doing their best" response, but if the management at the top levels is not up to it, then it won't get resolved.