Rule #1:
Always keep a record.
Your boss wants you to do something stupid? Keep a record. Get their name on it. Make a fuss if they won't do it. Keep records even if they won't sign off. Who said what, when, how, and where? Get to the point where they just scribble a sign-off or fire off the email which says "Yes, dammit, I said do it!".
You're getting complaints? Keep a record. Record what the complaint was. What the stats and systems said about the claims in that complaint. Keep the email logs. Keep recordings. Keep all available context.
You're making a complaint? Keep a record. Record everything. Their response. Check if they have fixed it regularly.
Certainly if you are reporting publicly and therefore likely to run into situations like this.
Biting the hand that feeds IT
