What was the actual issue in the first place?
I've found most of phone centre staff at OZ follow the book extremely closely. I refer to them as human robots. That goes for many offices worldwide, London, Frankfurt, Seoul, LA.
The Sydney office I have found very helpful and not so robotic.
That's kind of how Asian airlines train their staff. That said, LA center made an exception to some policy for me once (made a reservation for LH F award without enough miles when I assured them that the BOA Asiana CC miles would post the next day).