If a complaint is found to have substance, what is the next course of action by the commission?

When a complaint is deemed to have substance, it indicates that there are valid concerns requiring further examination. Thus, the appropriate course of action by the commission is to conduct a hearing. This step is essential for a thorough investigation, allowing all parties involved to present their sides and gather relevant evidence. The hearing process ensures that the commission can make an informed decision based on the facts presented.

Other options do not align with the process mandated for handling complaints that have merit. Dismissing the complaint would not be appropriate if it has been substantiated, and automatically penalizing the licensee or taking no action would undermine the purpose of a fair investigative process.