(1) The Ombudsman shall act in an objective and independent manner when inquiring into complaints made under the Act.
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(2) On receipt of a complaint or while taking sou motu cognizance, the Ombudsman shall hold an inquiry in such manner as he deems fit.
(3) The inquiry shall satisfy the basic principles of natural justice and the complainant shall be given an opportunity of being heard and his/her opinion shall be taken into consideration.
(4) The Ombudsman shall conduct an inquiry in a friendly manner and will not use adversarial or accusatory word or words that adversely impact the dignity or self-esteem of the complainant.
(5) While inquiring into complaints under the Act, the Ombudsman shall give a reasonable opportunity to concerned parties to be heard and in appropriate cases evidence on affidavits may be taken:
Provided that no cross-examination shall be permitted in inquiries before the Ombudsman.
(6) The Ombudsman may, in the interests of justice, take the assistance of experts, including protected persons and persons vulnerable to HIV, and persons working in the fields of HIV and AIDS, public health or health delivery systems.
(7) The Ombudsman shall have the power to pass interim orders in cases of medical emergency including directing admissions, operations or treatment.
(8) The Ombudsman shall inform the complainant of the action taken in relation to his complaint.
(9) The Ombudsman shall inform the parties to the complaint of their right to seek judicial review from the Ombudsman’s order.