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ICANN Complaints Office

Overview

The Complaints Office is a function within the ICANN Organization that:

  • Provides a centralized location to submit complaints related to the ICANN Organization.
  • Receives complaints, researches them, collects facts, reviews, analyzes, and resolves issues as openly as possible.
  • Helps the ICANN Organization build on its effectiveness, and contributes to increased transparency from the Organization.
  • Aggregates the data from complaints to identify and solve for operational trends that should be improved.

The Complaints Office handles complaints regarding the ICANN Organization that don't fall into an existing complaints mechanism. This may include complaints about how a request has been handled, a process that appears to be broken, insufficient handling of an issue, or something that may be an indication of a systemic issue, among other things.

The Complaints Office reviews verifiable information to ensure recommendations and resolutions are based in fact. It strives to be open and transparent, responsive and accountable to all parties, and to make recommendations that are constructive and actionable. Above all else, the Complaints Office acts with the utmost integrity in service of ICANN's mission.

Submitting a Complaint

The Complaints Office is a new function within the ICANN Organization and is still being finalized. It is expected that the Complaints Office and its processes will continuously develop and evolve over time.

In the interim, anyone wishing to submit a complaint related to the ICANN Organization may do so by emailing complaints@icann.org. For guidance on what to provide when you submit your complaint, please see this form: https://www.icann.org/en/system/files/files/complaint-submission-template-26apr17-en.pdf [PDF, 1.02 MB]

The full complaints process is targeted for launch in mid-July 2017.

As a reminder: The Complaints Office is being built in real-time and it may take some time to work through initial submissions. Please do not let this deter you from submitting any complaints that you may have.

Resources about the Complaints Office

Terms and Conditions for Submission to the Complaints Office

Submitted complaints will be handled in accordance with the ICANN bylaws and the ICANN Privacy Policy. By submitting this document to complaints@icann.org you acknowledge that the complaints process shall operate to the maximum extent feasible in an open and transparent manner and consistent with procedures designed to ensure fairness. Except as noted above, information you submit is subject to being published on the ICANN website.

Domain Name System
Internationalized Domain Name ,IDN,"IDNs are domain names that include characters used in the local representation of languages that are not written with the twenty-six letters of the basic Latin alphabet ""a-z"". An IDN can contain Latin letters with diacritical marks, as required by many European languages, or may consist of characters from non-Latin scripts such as Arabic or Chinese. Many languages also use other types of digits than the European ""0-9"". The basic Latin alphabet together with the European-Arabic digits are, for the purpose of domain names, termed ""ASCII characters"" (ASCII = American Standard Code for Information Interchange). These are also included in the broader range of ""Unicode characters"" that provides the basis for IDNs. The ""hostname rule"" requires that all domain names of the type under consideration here are stored in the DNS using only the ASCII characters listed above, with the one further addition of the hyphen ""-"". The Unicode form of an IDN therefore requires special encoding before it is entered into the DNS. The following terminology is used when distinguishing between these forms: A domain name consists of a series of ""labels"" (separated by ""dots""). The ASCII form of an IDN label is termed an ""A-label"". All operations defined in the DNS protocol use A-labels exclusively. The Unicode form, which a user expects to be displayed, is termed a ""U-label"". The difference may be illustrated with the Hindi word for ""test"" — परीका — appearing here as a U-label would (in the Devanagari script). A special form of ""ASCII compatible encoding"" (abbreviated ACE) is applied to this to produce the corresponding A-label: xn--11b5bs1di. A domain name that only includes ASCII letters, digits, and hyphens is termed an ""LDH label"". Although the definitions of A-labels and LDH-labels overlap, a name consisting exclusively of LDH labels, such as""icann.org"" is not an IDN."