(1)

The Ombudsman may, if he deems fit, allow the complainant to adopt a procedure other than under sub-rule (1) or sub-rule (2) of rule 14 for making a complaint, after notifying the parties to the dispute.

(2)

The Ombudsman shall have the power to ask the parties concerned for additional documents in support of their respective contentions and wherever considered necessary, collect factual information relating to the dispute available with the insurer and may make available such information to the parties concerned.

(3)

The Ombudsman may obtain the opinion of professional experts, if the disposal of a case warrants it.

(4)

The Ombudsman shall dispose of a complaint after giving the parties to the dispute a reasonable opportunity of being heard.