Brand registery- australia

Hello

We have a brand registry in UK, CA, FR,DE, etc.
It didnt take too long to register it - approx 2 days in total.
No major issues and

concerns when registering in these markets.
Since i got email in UK that they have a new registery file and in it and its in pending. We can still continue to list as we do and the new brand registery will have added control and features address once we are in.

The problem is coming in AUSTRALIA
we have recently opened an account- it took 2 working days to sort it all out and get it opened.

Then i opened for a brand registry in Australia and they keep refusing. But the reason for refusal are beyond me. 3 total stupid reasons to not do it. the third took 2 days to answer and reply.

1. We cant add you- as you are not trademark registered (sent a link for the trademark)
2. WE cant register - as we cant get hold and contact of the trademark owner- so we reply back it is our brand and we are the trademark holder.
3. we cant register you here it is absolutely ridiculous reason. We cannot get hold of a solicitor or a representative at the trademark registry office. We understand you may have a certificate for the registry but we need someone to contact from the office. This is beyond a joke to be honest. Why would they want to contact a legal rep or someone at the trademark office when it is clearly registered on the register and a certificate is issued

From what i see either the register is not working properly in Australia or they are using any old excuse to not register the brand and coming up with made up reasons for refusals.

The later excuse they know that the trademark reps will not email them

Any advise on this

thanks