o2 pac

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diff --git a/src/o2-pac/.gitignore b/src/o2-pac/.gitignore
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+/document.en.du.xml
+/document.it.du.xml
diff --git a/src/o2-pac/document.en.rest.txt b/src/o2-pac/document.en.rest.txt
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+=====================
+Getting a PAC from O2
+=====================
+:CreationDate: 2013-08-02 08:15:04
+:Id: o2-pac
+:tags: rant
+
+I used O2 for my mobile phone; it was "good enough", although I really
+disliked their practise of modifying webpages and recompressing
+images. So when 3 came up with a decent pay-as-you-go tariff, I moved
+to them. After getting the new SIM, I had to obtain a PAC from
+O2. Their website says you can only do it over the phone, but several
+people I know have managed to get it via the "live chat" on the
+website. So I tried; this is the full transcript.
+
+  *Welcome to O2. Someone will be with you soon.*
+
+  *You're through to 'O2 - Penelope'*
+
+  **Penelope**: Hi I'm O2 - Penelope. How can I help?
+
+  **Gianni**: Hello. I need a PAC.
+
+  **Penelope**: I'm sorry you're thinking of leaving us.
+
+  **Penelope**: May I know the reason of leaving us?
+
+  **Gianni**: the mobile data connection modifies web data (some
+  javascript is injected, and images are re-compressed)
+
+  **Penelope**: Alright I respect your decision. We've a separate team
+  to generate your PAC, I'll help you with the number.
+
+  **Penelope**: To get your PAC code you’ll just need to call 4445
+  (25p per call) from your mobile or 0844 809 0222 from a land line
+  and pick option 3 then option 2. We are open 8am to 8pm Monday to
+  Saturday and 10am to 6pm Sunday.
+
+I hadn't realised that you had to pay for the privilege of leaving!
+
+  **Penelope**: Is there anything else I can help you with?
+
+  **Gianni**: Is there really no other way than on the phone? I have
+  serious problems understanding people over the phone.
+
+  **Penelope**: Gianni I do understand your problem, if I were be in
+  your place I feel the same.
+
+  **Penelope**: Please understand there's no way except this, I hope I
+  could do this for you.
+
+  **Gianni**: Can I go to an O2 shop and get the employees there to
+  phone for me?
+
+  **Penelope**: Gianni our concerning team have different tools and
+  different authorities from us and from all to generate the
+  customer's PAC.
+
+  **Penelope**: I'm sorry O2 shop can't give you PAC code, as they
+  don't have access for this.
+
+Note that she apparently misunderstood my question: I had asked if the
+people at the shop could phone the PAC service for me!
+
+  **Gianni**: can you give me any point of contact to complain about
+  this state of affairs?
+
+  **Penelope**: Just a moment please.
+
+  **Penelope**: Gianni I'll transfer your chat to my supervisor, is it
+  fine for you. You can explain your all situatios to them.
+
+  **Gianni**: ok
+
+  **Penelope**: Just a moment please.
+
+  *Hold on. You're being put through to Yamini.*
+
+  *You're through to 'O2 - Yamini'*
+
+  **Yamini**: Hi Gianni.
+
+  **Yamini**: How can I help you?
+
+  **Gianni**: hello.
+
+  **Gianni**: I need a PAC; Penelope has kindly explained that I can
+  only get it over the phone. I have serious problems understanding
+  people on the phone. I'm sort-of resigned to it, but I want to know
+  who can I complain to, about this state of affairs.
+
+  **Yamini**: I'm sorry for the trouble but this is the process that we follow.
+
+  **Yamini**: Please help me with few details so that I can transfer
+  the chat to the escalations team.
+
+  **Gianni**: What will they do?
+
+  **Gianni**: Can they help me lodge a written complaint?
+
+  **Yamini**: They will take your complaint and help you.
+
+  **Yamini**: Can you tell me the current calltime balance and what
+  you get free when you Top-Up?
+
+This is considered authentication? Anyway, I answer… then:
+
+  **Yamini**: Thanks.
+
+  **Yamini**: Please allow me a few minutes.
+
+  **Yamini**: I am now transferring the chat to the escalation team.
+
+  **Yamini**: Please stay connected.
+
+  *We’re putting you through to the right person, won’t be long.*
+
+  *You're through to 'Nikhat'*
+
+  **Nikhat**: Hi I'm Nikhat from complaints support team.
+
+  **Gianni**: hello.
+
+  **Gianni**: I need a PAC; Penelope has kindly explained that I can
+  only get it over the phone. I have serious problems understanding
+  people on the phone. I'm sort-of resigned to it, but I want to know
+  who can I complain to, about this state of affairs. Yamini told me
+  you can help me lodge a complaint.
+
+  **Nikhat**: Gianni, I'm sorry that you had to go through with
+  problems to get the PAC.
+
+  **Nikhat**: I'll take your feedback about this.
+
+  **Nikhat**: I'll also help you with the PAC.
+
+  **Gianni**: Thank you. Now I have 2 complaints, then.
+
+  **Nikhat**: Okay, please tell me.
+
+  **Gianni**: Complaint 1: I've been told I could only get a PAC over
+  the phone, but it turns out it's not true. Please instruct your
+  customer-facing personnel better.
+
+  **Gianni**: Complaint 2: even if you are a phone company, nowadays
+  people use phones for other things than calls; requiring a person to
+  use a voice call (a *charged* voice call) to obtain a service you
+  are required to provide may go against the Disability Discrimination
+  Act
+
+  **Nikhat**: Gianni, advisors on chat can't generate the
+  PAC. However, as we're from the complaints department so we've the
+  authority to give you the PAC as you're facing problem in calling
+  us.
+
+  **Nikhat**: I understand and really sorry for all that.
+
+  **Gianni**: I understand that. The advisors (Penelope and Yamini)
+  still provided me with incorrect information.
+
+  **Gianni**: They should just have said "you can do it over the
+  phone, or through the complaints department"
+
+  **Nikhat**: Gianni, actually they were right as no one on chat has
+  the authority to generate the PAC. Its just we from the complaints
+  department who can give the PAC to the customers facing problems in
+  calling us.
+
+  **Gianni**: you are on chat. you have the authority. But let's carry on.
+
+  **Nikhat**: Yes, I've the authority to get the PAC generated for you
+  as I'm from the complaints team.
+
+  **Nikhat**: I'm sorry if there was any misunderstanding between you
+  and two of our advisors.
+
+I'm pretty sure «there's no way except this» and «this is the process
+that we follow» are quite hard to misunderstand. Also, how can people
+say «no one on chat can do that; I'll do that now», on chat, and not
+notice the contradiction?
+
+  **Nikhat**: I understand that you've problems calling us so need not
+  worry as you're here online with a complaints team I'll get this
+  resolved by giving you the PAC.
+
+  **Gianni**: thank you.
+
+  **Nikhat**: Or you can give me your email address and I'll email you
+  the PAC within a couple of hours.
+
+  **Gianni**: dakkar@thenautilus.net
+
+  **Nikhat**: Thanks Gianni.
+
+  **Nikhat**: Right now my supervisor isn't in so once he comes I'll
+  ask him to generate a PAC for you and I'll email you the PAC
+  immediately.
+
+  **Gianni**: oh, I'm assuming this chat has been recorded on your
+  side. Be advised that it has been recorder on this side as well.
+
+  **Gianni**: thank you again.
+
+The PAC arrived shortly afterwards, and the number was successfully
+ported the next day.
+
+Short version: you don't need to call, you can do it on their chat
+system, but your perfectly normal request must be escalated to a
+complaint before it can be fulfilled.
diff --git a/src/o2-pac/du2html.xsl b/src/o2-pac/du2html.xsl
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+../../templates/du2html.xsl
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