bnwt....to approach the ombudsman, it doesn't need to be about refunds etc, it just has to be about a dispute, and if not, then it's a General Complaint....but, if you have an issue that must be resolved, but can't get through to paypal, then it becomes an actionable complaint...i.e. BFSO may contact Paypal to ask them if they will resolve your issue directly or supply a phone number to a real person....
If you don't have a specific issue to resolve with Paypal, then make a general complaint about their complete lack of customer service in Australia, and point out how disastrous this would be for consumers if another large fraud or scam were to occur.
I have a 2005 Study by Choice mag, who deemed ebay amongst the worst in terms of customer service, and citing the total absence of phone contact as one of the major issues...Their comparisons were made against the E-Commerce guidelines, which are the benchmark of best practice....Ebay failed on all counts......Paypal is owned by Ebay.....and the poison fruit doesn't fall too far from the tree.