How do we deal with CSR issues?

This is a question to the higher-ups. If we had a problem with a CSR, how would we report it?

Some have said send a ticket in, but that method is flawed. If we had a complaint dealing with a specific CSR, what if that CSR read it?

Emails don't work either. A faction member of mine was talking to a CSR tonight. She sent him an email - and another CSR replied. She asked why, and was told that CSRs are allowed to check eachother's email.

I'm not looking to start any sort of flame debate on CSR issues. All I'm asking is theoretically, if a player had an issue with a Customer Support Representative, is there any safe way that could be resolved?