andynz: Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)

T2 supports T1 in this model, that way T1 learns and improves.

From my past experiences dealing with T1 I am not sure this is really happening...... especially when you request to talk to a TL etc and get refused 

I'll pass on your feedback to the Head of Dept for T1 (she is based in Northcote)