I can't quite work out which.  Those who follow my posts (ie no one) will know about my complaints of poor service from TelstraClear, the usual complaints: wrong answers, long delays, etc.  But the one thing that gets me the most are the waiting times to get through to them, usually over 45 minutes.  The thing is that the last 3 times I phoned them using my cellphone, I got through within 5 minutes.  Obviously, since they pay for the call, they don't want me on the line waiting forever.  It is however, discriminating against the people who don't know this trick and are waiting forever, like most of the people who ring, I guess.