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[council] Consultation on the IANA Customer Service Complaint Resolution Process

  • To: "council@xxxxxxxxxxxxxx" <council@xxxxxxxxxxxxxx>
  • Subject: [council] Consultation on the IANA Customer Service Complaint Resolution Process
  • From: Glen de Saint Géry <Glen@xxxxxxxxx>
  • Date: Mon, 3 Dec 2012 11:06:39 -0800
  • Accept-language: fr-FR, en-US
  • Acceptlanguage: fr-FR, en-US
  • List-id: council@xxxxxxxxxxxxxx
  • Sender: owner-council@xxxxxxxxxxxxxx
  • Thread-index: Ac3RiU6HblkKQWH5TuaadPYd1T/Snw==
  • Thread-topic: Consultation on the IANA Customer Service Complaint Resolution Process

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 

Reply Open:

19 December 2012

To Submit Your Comments (Forum)<mailto:iana-complaint-resolution@xxxxxxxxx>

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



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 
 [PDF, 650 KB]
 *   Contract SA1301-12-CN-0035 and related 
 *   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

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