In fact, for there to be a complaint settlement mechanism, the complaint must be put before a person, and that person must have the power to decide. The purpose of this wording is to make it possible, by regulation, to identify the person—whether it's a government representative or an adjudicator—to whom users could go and complain about a toll and who would have to make a decision after hearing the parties.
On May 11th, 2006. See this statement in context.