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</o:shapelayout></xml><![endif]--></head><body lang=FR link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://www.icann.org/en/news/announcements/announcement-27nov12-en.htm">http://www.icann.org/en/news/announcements/announcement-27nov12-en.htm</a><o:p></o:p></span></p><h1><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Consultation on the IANA Customer Service Complaint Resolution Process<o:p></o:p></span></h1><table class=MsoNormalTable border=0 cellspacing=3 cellpadding=0><tr><td colspan=2 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Comment/Reply Periods <sup>(*)</sup><o:p></o:p></span></p></td><td colspan=3 rowspan=3 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Important Information Links<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Comment Open:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>27 November 2012<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Comment Close:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>18 December 2012<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Close Time (UTC):</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>23:59 UTC<o:p></o:p></span></p></td><td colspan=3 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://www.icann.org/en/news/announcements/announcement-27nov12-en.htm">Public Comment Announcement</a><o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Reply Open:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>19 December 2012<o:p></o:p></span></p></td><td colspan=3 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="mailto:iana-complaint-resolution@icann.org"><span lang=EN-US>To Submit Your Comments (Forum)</span></a></span><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Reply Close:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>9 January 2013<o:p></o:p></span></p></td><td colspan=3 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://forum.icann.org/lists/iana-complaint-resolution/">View Comments Submitted</a><o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Close Time (UTC):</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>23:59 UTC<o:p></o:p></span></p></td><td colspan=3 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Report of Public Comments<o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Brief Overview<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Originating Organization:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=4 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>ICANN<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Categories/Tags:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=4 style='padding:.75pt .75pt .75pt .75pt'><ul type=disc><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Top-Level Domains <o:p></o:p></span></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Internet Protocol Addressing<o:p></o:p></span></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Transparency/Accountability<o:p></o:p></span></li></ul></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Purpose (Brief):</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=4 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'>A consultation on establishing and implementing a Customer Service Complaint Resolution Process for the 2012 IANA functions contract<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Current Status:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=4 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Initial public consultation<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Next Steps:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=4 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Review comments received<o:p></o:p></span></p></td></tr><tr><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Staff Contact:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td colspan=2 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Leo Vegoda<o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Email:</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td><td style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="mailto:leo.vegoda@icann.org?subject=More%20information%20on%20the%20%20Consultation%20on%20the%20IANA%20Customer%20Service%20Complaint%20Resolution%20Process%20public%20comment%20period">leo.vegoda@icann.org</a><o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Detailed Information<o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Section I: Description, Explanation, and Purpose</span></strong><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p><span lang=EN-US style='font-family:"Arial","sans-serif"'>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:<o:p></o:p></span></p><p><span lang=EN-US style='font-family:"Arial","sans-serif"'>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.<o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Section II: Background</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'>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.<o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Section III: Document and Resource Links</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><ul type=disc><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo6'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://www.icann.org/en/about/agreements/iana/complaint-resolution-26nov12-en.pdf"><span lang=EN-US>Consultation on the IANA Customer Service Complaint Resolution Process</span></a></span><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'> [PDF, 650 KB]<o:p></o:p></span></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo6'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://www.ntia.doc.gov/page/iana-functions-purchase-order">Contract SA1301-12-CN-0035 and related documents</a><o:p></o:p></span></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 level1 lfo6'><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><a href="http://www.iana.org/escalation/"><span lang=EN-US>IANA-Related Issue Escalation Procedure</span></a></span><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></li></ul></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>Section IV: Additional Information</span></strong><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p></o:p></span></p></td></tr><tr><td colspan=5 style='padding:.75pt .75pt .75pt .75pt'><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'>None<o:p></o:p></span></p></td></tr><tr><td width=196 style='width:117.6pt;padding:0cm 0cm 0cm 0cm'></td><td width=165 style='width:99.0pt;padding:0cm 0cm 0cm 0cm'></td><td width=3 style='width:1.8pt;padding:0cm 0cm 0cm 0cm'></td><td width=90 style='width:54.0pt;padding:0cm 0cm 0cm 0cm'></td><td width=295 style='width:177.0pt;padding:0cm 0cm 0cm 0cm'></td></tr></table><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p><p><em><span lang=EN-US style='font-family:"Arial","sans-serif"'>(*) 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.</span></em><span lang=EN-US style='font-family:"Arial","sans-serif"'><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif";mso-fareast-language:FR'>Glen de Saint Géry <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif";mso-fareast-language:FR'>GNSO Secretariat <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif";mso-fareast-language:FR'><a href="mailto:gnso.secretariat@gnso.icann.org">gnso.secretariat@gnso.icann.org</a> <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif";mso-fareast-language:FR'><a href="http://gnso.icann.org">http://gnso.icann.org</a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></p></div></body></html>