I used to be on their level 2 tech support (primus adsl and dialup) about 6 years ago... it was far worse back then, then it is now. The queues were massive.
I dont really use tech support much, not for setups, just to check connection issues from the other end, but ive used Optus, Telstra, iPrimus, TPG and DoDo and iPrimus has always been slightly better then the rest.
Looking forward to finally getting on a decent plan... 21GB on optus was never enough.