Too marvelous for words

Corporate Customer Care Focus Group Meeting. Surprising unanimity about the council's commitment to customer care, typified by the comment

"We're trying our best to provide services to the public but we never know when we're going to hit a brick wall and find out that we're not allowed to do something for no apparent reason. I feel like I'm lost in a maze."

I agree entirely but I'm surprised to hear that coming from somewhere else in the organisation.