Any person who feels that a licensee has committed an act which is in violation of state laws or regulations relating to funeral service may make a complaint to the Board. The Board accepts formal written complaints unless in the discretion of the Board representative receiving the complaint, there is sufficient information supplied by an oral complaint to warrant further investigation. After a complaint is received and reviewed, a copy of the complaint will be mailed certified to the affected licensee. The licensee shall answer the complaint in writing within twenty (20) days. After receipt of the response from the licensee or lapse of 20 days, the Board may conduct an investigation into the allegation. If an investigation is initiated, upon its completion, the investigative committee will review the evidence to decide if an administrative hearing is necessary. If such a hearing takes place, the licensee will be informed as set forth in Title 34, Chapter 13, and Title 41, Chapter 22, Code of Ala. 1975, relating to administrative hearings.