Not sure these fully qualify for wrgmg but off topic doesn't seem appropriate either.
Aaaah, the "benefits" of new technology. I expect we all realise that we are being inexorably pushed and even forced to use and accept the introduction of technological versions of so many things, like it or not. All for the customers benefit of course. Some aspects of the changes leave a lot to be desired.
Firstly an older issue we were caught out on & were reminded of by a friend's recent experience. Once upon a time there were Medicare offices where you could go to to submit claims. You could wait in line or just drop it off, you could see how long the line was to help with deciding whether to wait. Then they were merged with Centrelink where you could get a readily available form, filll it out and leave it for processing, you knew you could quickly go in and get the form etc. Nowadays, you line up, wait your turn, ask for a form, your request is entered, you wait until that "job" pops up on someones screen, the form is printed, your name is called, you fill out the form, then line up so you can hand it in, and then wait x weeks which is longer than it used to be. There is an option to wait to be served instead of wait for the printed form, time period unknown either way. Printing the form at home is not an option. I think there is an online option as well? Which I've used? Those less likely to cope with the online technology are also those less likely to cope with the added physical difficulties of current office processes.
This next one is happening to a lady my wife knows. She lost her seniors/pensioner Opal card. Bearing in mind what I said earlier about being forced to use new technology including Opal cards, what happens next is mind boggling. The only way to report this and request a replacement is by phone. You can't deal with it online, or go to any office of any sort. So, she calls the number - yes, I can see you have a card linked to your pension number - good, please arrange a replacement - I can't do that because your husband was the one who applied for the card, as one of two, we need to talk to him - that will be difficult, he's dead - we still can't arrange a replacement for you - can I go online, send an email, write a letter ... ? - no! She gives up and calls again the next day hoping for a better result from a different customer service officer. No such luck, but she perseveres a little more. So, to get a replacement of one of these wonderful technological advancements, she needs to submit a paper form with attachments, she can't get the form online, it has to be posted, she then needs to complete it and submit it with proof of her husband's death to get a replacement card in her own name, which she will be able to use to spend her own money (albeit with seniors concessions). You must use the new technology!! However if you lose it we will use prehistoric processes to give you a replacement! Madness! She would have been better off getting some bloke to get on the phone and pretend to be her deceased husband!
Aplologies to MathyouWSW for the length of this post.