Also, ask the person you end up talking to who their boss is and what his contact info is. That way they know that you know who they are accountable to, and they know that you have his number. If they fix the problem quickly make sure to make a call to their boss and tell them that Mr. Smith did a good job and that you appreciated his quick response.
That way if you ever have another problem with permits (for your family or yourself) you simply call Mr. Smith up again. After hearing that you got him brownie points with his boss he will probably be glad to help you in the future (and go out of his way for more potential brownie points from the boss).