Contact DOCEP if you haven't already.
Let the agent know you are in contact with REBA (yes, REBA, not REIWA) about the situation.
Most likely DOCEP will advise you to write a letter to the agent, requesting a written response within 7 days. If you get no reply DOCEP will investigate.
Sometimes a call from DOCEP to the agent is enough to get things resolved.

I've been down a similar path in the past.

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