Update. A very nice apology from the local area assistant manager and my questions answered. Amazing that it takes an email to a minister to get what someone could have told me in 5 minutes and not made us wait 55 mins to find out.
Good news for you all though, it appears WINZ are not happy with customers having to wait that long either so things might speed up. Also, they agreed with my assessment that WINZ and CYFs seem to have a "If they don't ask, don't tell them anything" work ethos and that it is going to be addressed too. Nice to be able to say something positive, now let's hope it is not all talk from said departments and that action might be seen. Fingers crossed.