Thank you for your question.
The more burdensome the process becomes and the more it resembles a tribunal, the more difficult it is for consumers or passengers to assert their rights. Other witnesses have mentioned that if information were provided to transportation agency employees at the outset, they would be able to deal with the complaints and the system would be faster.
Then again, there would have to be enough staff at the agency to process all the complaints. I don't know whether there are enough employees at the agency. If there were, it would indeed facilitate things.