Tourist visa status is "finalised", but no further info

Hi guys,

A friend of mine applied for a tourist visa on 29 Dec. On 26 Jan the application status was updated to "finalised" but there is no correspondence with the actual decision (nothing in Messages through the Immi account and no emails).

When we contacted the Global Visa Processing centre (the application was made from Russia and this centre is apparently the one you need to call) on 29 Jan we were told that they can see the decision has been made, but no correspondence sent (and they say they can't tell what the decision is and whether they can see it). They sent a request to the some visa processing centre and this is where everything got stuck. Tried calling them again but they say there is nothing else they can do and we should just wait.

Has anyone had this issue before?

Is there anyone else we could contact? It seems that a case officer did half the job.

Thanks!