Luas complaints?

On the phone at the minute so ill try keep it short but is there another line of complaint for the luad outside of whoever calls you back when you email them?

The missus was heading in to town last night with her mother , sister and the kids so parked at the red cow and got the luas. She was ahead of her mother and across the tracks when her mother walked up to the part where you cross over . There was a tram pulling out but she didnt step out or anything when a guy let a roar at here to keep back, in the process shouting "for **** sake " at her. The missus then turns to him and tells him not to be shouting and cursing at her. To which the guy gets in her face and says " I didnt say **** to her but im telling you to **** off" then proceeds to sneer and jump on the luas. Turns out he is a driver amd took over the next tram heading to the point.

So while still on the next tram she emailed a complaint, they got back looking for more details then rang today to say they spoke to him and his side is he told a wpman to watch out, stopping her being run over and never spoke to anyone else. So the missus asked her if they had cctv and could they check it to show he was talking to her and was told they do but they wont check and they consider it closed.

Is this the official line of the luas now? Complain but unless the person admits of their own free will then nothing happened? Presumably if id been there and flattened the guy theres be no end to evidence and cctv. The woma that rang wasnt interested I hearing from any witnesses there either.