It is general practice that inbound correspondence is copied/scanned. The duplicate filed and the original sent on its merry way.

Straightforward? Yes, to a person of reasonable intelligence. Unfortunately, those intervening steps of scanning and filing were apparently a little too hard for admin girl.

Creating the audit trail was an annoyance to be discarded. Why waste precious time actually doing your job when high scoring on angry birds is more important.

Surely, this is a sackable offence. Please bring back workchoices.