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I agree with JAGO's comments - having been on both sides of this matter - inside the bureaucracy and later appearing before the same agency - I feel that direct dial telephone numbers for those inside an agency and the courtesy of a return call should be a required minimum.
While there are good folks inside the beast, many, too many, hide for an entire career.
Many, have mastered the art of "bureaucratese" - playing phone tag, sending unsigned correspondence, and while in a meeting of "decision makers" one learns quickly that all that needs be done to slow something down is to express "concern" whether real or imagined. Often, the matter is tabled and the meeting rescheduled months later after a "select blue ribbon" committee "studies" the matter at hand.
Unfortunately, much of our bureaucratic system is populated with sophists who provide the conclusion that the long time boss wants to hear - don't make waves is the mantra and don't make decisions.
Many, in the revenue area will eschew actual analysis and race to the inevitable conclusion..."no" or "taxable" because they believe it is their job to protect the fisc, not provide the "right" answer.
Rant over, back to trying to scratch out a living.
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