Originally Posted by Mish
The minister forwards the complaint to the relevant department (in your case DIBP) then that department replies on his behalf. Therefore you will get exactly the same answer as what DIBP will give you if you complain directly to DIBP.
Hopefully, it's the Minister himself that forwards and not his secretary. And it was the Director (Partner Migration), the head of that department that replies on his behalf. Again, hopefully it was the Director and not his secretary. If so, perhaps these emails goes a long way to create awareness at the higher ups. Sometimes I get a feeling some of them are living in their ivory towers and not aware of what's happening to common folks like us.