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New ICANN Reporting Enhances Visibility of Complaint Volumes and Trends

9 March 2022
By Jamie HedlundJamie Hedlund

The Internet Corporation for Assigned Names and Numbers (ICANN) organization's Contractual Compliance function has begun publishing new reports to capture the current landscape of complaint volumes and related compliance actions. These reports are made possible by the expanded data now available in our new Salesforce-based ticketing system (NSp Compliance).

The new reporting better captures the work of the ICANN org Contractual Compliance team and provides data that may help inform ongoing community discussions by providing more granular data on the complaints received, the obligations enforced, and the process through which these obligations are being enforced. To illustrate historical trends over time, these reports are published as a 12-month rolling series, beginning with the period of January 2021 through December 2021, and will be updated monthly.

The previously published Compliance metrics reports have been retired and replaced with the new, enhanced reporting.

The new reports can be found here.

As always, we are interested in community feedback on Contractual Compliance reporting. Please send your comments and suggestions concerning the reports to compliance@icann.org with the subject line, "Contractual Compliance Enhanced Reporting Feedback." We will consider all feedback and implement additional enhancements to our metrics and reporting where feasible.

Description of New Reports

Registrar and Registry Overview of Activity Across All Complaint Types

These reports show the volume of complaints received across all complaint types and further details:

  • The volume of complaints closed due to falling outside of ICANN's contractual scope and therefore, never forwarded to the relevant registrar or registry operator.
  • The volume of notices ICANN Contractual Compliance sent, within the informal and formal resolution stage of our process, in order to investigate the complaints that fall within ICANN's contractual remit.

Received Complaints – Top Five Complaint Types and Reporter Type

These reports show the volume of received complaints over a 12-month period. They further detail the top five complaint types for the same time period. The top five complaint types make up a large majority of the complaints received. A brief description of the obligations that are enforced within each complaint type is included. Additionally, details concerning the types of complainants (reporter type) for these top five complaint types have been added.

Registrar Abuse Complaint Type Detail

This report consists of two tables covering a 12-month period. The first table shows the volume of abuse complaints received and details the alleged abuse activity associated with the domain name(s) subject to the complaint (complaint category). Each complaint category is selected by the complainant with the submission of the complaint. The second table shows the volume of closed abuse complaints, detailing those closed without contacting the relevant registrar because of them being out of ICANN's contractual scope vs. those closed after obtaining evidence of compliance from the relevant registrar.

Authors

Jamie Hedlund

Jamie Hedlund

SVP, Contractual Compliance & U.S. Government Engagement
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