[AfrICANN-discuss] Consultation on the IANA Customer Service Complaint Resolution Process

Glen de Saint Géry Glen at icann.org
Mon Dec 3 21:08:37 SAST 2012

Consultation on the IANA Customer Service Complaint Resolution Process
Comment/Reply Periods (*)

Important Information Links

Comment Open:

27 November 2012

Comment Close:

18 December 2012

Close Time (UTC):

23:59 UTC

Public Comment Announcement<http://www.icann.org/en/news/announcements/announcement-27nov12-en.htm>

Reply Open:

19 December 2012

To Submit Your Comments (Forum)<mailto:iana-complaint-resolution at icann.org>

Reply Close:

9 January 2013

View Comments Submitted<http://forum.icann.org/lists/iana-complaint-resolution/>

Close Time (UTC):

23:59 UTC

Report of Public Comments

Brief Overview

Originating Organization:



 *   Top-Level Domains
 *   Internet Protocol Addressing
 *   Transparency/Accountability

Purpose (Brief):

A consultation on establishing and implementing a Customer Service Complaint Resolution Process for the 2012 IANA functions contract

Current Status:

Initial public consultation

Next Steps:

Review comments received

Staff Contact:

Leo Vegoda


leo.vegoda at icann.org<mailto:leo.vegoda at icann.org?subject=More%20information%20on%20the%20%20Consultation%20on%20the%20IANA%20Customer%20Service%20Complaint%20Resolution%20Process%20public%20comment%20period>

Detailed Information

Section I: Description, Explanation, and Purpose

The Internet Assigned Numbers Authority (IANA) functions contract (SA1301-12-CN-0035) between ICANN and the United States Department of Commerce, National Telecommunications Information Administration (NTIA) to maintain the continuity and stability of services related to certain interdependent Internet technical management functions, known collectively as the Internet Assigned Numbers Authority calls for a public consultation from all interested and affected parties to help satisfy the following objective:

C.2.9.2.g The Contractor shall work with NTIA and collaborate with all interested and affected parties as enumerated in Section C.1.3 to establish and implement within six (6) months after date of contract award a process for IANA function customers to submit complaints for timely resolution that follows industry best practice and includes a reasonable timeframe for resolution.

Section II: Background

This is one of a series of consultations to establish performance standards for the delivery of the IANA functions, as described in contract SA1301-12-CN-0035.

Section III: Document and Resource Links

 *   Consultation on the IANA Customer Service Complaint Resolution Process<http://www.icann.org/en/about/agreements/iana/complaint-resolution-26nov12-en.pdf> [PDF, 650 KB]
 *   Contract SA1301-12-CN-0035 and related documents<http://www.ntia.doc.gov/page/iana-functions-purchase-order>
 *   IANA-Related Issue Escalation Procedure<http://www.iana.org/escalation/>

Section IV: Additional Information


(*) Comments submitted after the posted Close Date/Time are not guaranteed to be considered in any final summary, analysis, reporting, or decision-making that takes place once this period lapses.

Glen de Saint Géry
GNSO Secretariat
gnso.secretariat at gnso.icann.org<mailto:gnso.secretariat at gnso.icann.org>

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