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Re: [ga] Ombudsman Blog

  • To: Hugh Dierker <hdierker2204@xxxxxxxxx>, ga <ga@xxxxxxxxxxxxxx>
  • Subject: Re: [ga] Ombudsman Blog
  • From: Danny Younger <dannyyounger@xxxxxxxxx>
  • Date: Tue, 13 Feb 2007 12:46:29 -0800 (PST)
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  • In-reply-to: <722769.73876.qm@web52907.mail.yahoo.com>
  • Sender: owner-ga@xxxxxxxxxxxxxx
Eric,

Enom recently dropped registerfly as a reseller citing
several customer-service related issues (and  of
course, registerfly is now an accredited ICANN
registrar). 

The problem with the Ombudsman's note is that here we
have a large population of registrants with probably
legitimate complaints that write in the hope of
getting assistance with renewal and other issues, and
instead they are being told by the Ombudsman "Sorry,
that's not my job".

Recent correspondence has indicated that ICANN
received in excess of 10,000 complaints regarding
registrars during 2006 -- see
http://www.icann.org/correspondence/ruiz-to-twomey-09feb07.pdf

It would be nice for those of us that take on policy
development activities to understand the nature of
these complaints.

I recall ICANN stating that they had developed and
implemented a ticketing system for the coordination of
customer service inquiries, yet to date we have
received no data from ICANN staff that categorizes the
nature of the complaints received.

Clearly this makes policy work much more difficult.

Will ICANN Staff ever provide the GNSO with an
overview of complaints against registrars?  One can
only hope that this will happen as there is no
registrants constituency within the GNSO to progress
the issue.


--- Hugh Dierker <hdierker2204@xxxxxxxxx> wrote:

> This is good for transparency. I had no idea that
> regsisterfly was so important to so many.
>    
>   http://omblog.icann.org/
>    
>   Eric
> 
>  
> ---------------------------------
> Need a quick answer? Get one in minutes from people
> who know. Ask your question on Yahoo! Answers.



 
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