(1) The Forum shall forward a copy of the grievance to the officer designated by the licensee authorised to accept the service of notices, and to appear and defend on its behalf and where no such officer is designated by the licensee, to the concerned officer of the licensee or the employee / employees / department named in the grievance.
(2) The designated officer or the concerned officer, as the case may be, of the licensee shall furnish para-wise comments to the Forum on the grievance within the time lines specified in Annexure-I, failing which the Forum shall proceed on the basis of the material available on record.
(3) The Forum may call for any record from the licensee or from the Complainant as is relevant for examination and disposal of the grievance, and both the parties shall be under obligation to provide such information, document or record as the Forum may call for and where a party fails to furnish such information, document or record and the Forum is satisfied that the party in possession of the record is withholding it deliberately, it may draw an adverse inference in relation thereto.