(a) The commission by rule shall adopt procedures governing informal disposition of a contested case.
(b) Rules adopted under this section must:
(1) provide the complainant and the license holder, certificate holder, or regulated entity an opportunity to be heard; and
(2) require the presence of:
(A) a public member of the commission for a case involving a consumer complaint; and
(B) at least two staff members of the commission with experience in the regulatory area that is the subject of the proceeding.