I do not have an email address for them. We really do everything according to the book as we don't want to annoy them and get pushed to the back of the line. If they say on the website that you should not enquire about when you application will be processes, then we don't do it. I have had a question regarding changes and filled the appropriate forms in and attached online. With previous changes that we uploaded, you can see that they received it and it says "processing further" with a new date. But with the last forms, nothing changed online. I was just afraid that they did not get our papers, so I tried to email them via the immi site. Only thing that happens is that a computer reads your email and identifies key words. According to the key words you will get a reply (very general) with links to the immi site where you can find the answers to your questions. So it does not seem that someone is actually reading these emails. They send it from a "no-reply" address....
They do make it clear on the site that category 5 people still have a significant long wait and should consider other options....so they do warm us that the wait is long (no surprises), but the fact that they updated the progress page every two weeks until July this year. It has only been updated once since the new financial year started....it is now stuck on "Last update 29 July" and for more than a month it has not been updated. Even if they did not process any applications it would be nice to see that they at least update the site and state that no progress was made. Then we will know whats going on