The publication of the draft ICANN Office of Ombuds Framework and Process is a significant step toward modernizing ICANN’s approach to administrative fairness. While the framework successfully adopts the fundamental principles of independence, neutrality, confidentiality, and informality, there is an opportunity to further align these processes with the most recent global standards in organizational ombudsman.

Advancing Diversity, Equity, and Inclusion (DEIB): The current draft emphasizes dignity and respect as central to its work. However, modern ethical standards—specifically the 2022 IOA Code of Ethics—now explicitly require Ombuds to promote dignity, diversity, equity, inclusion, and belonging. I recommend that the Framework formally integrate DEIB into its core values. This ensures that mediation and conflict resolution are not only neutral but also culturally competent, especially when the office utilizes external facilitators for regional or linguistic expertise.

A Trauma-Informed Approach for Harassment Complaints: When handling complaints under the Community Anti-Harassment Policy (CAHP), the office moves beyond mere facilitation into formal investigation. In these sensitive cases, the framework should explicitly adopt a trauma-informed narrative. This aligns with the ethical mandate to act with empathy and respect for individual differences. By ensuring that investigative interviews and fact-finding processes are designed to minimize re-traumatization, the Office can better protect participants’ well-being while fulfilling its role.

Strengthening Accountability and Independence: The draft proposes that complaints regarding the Ombuds’ own ethics or integrity be directed to a designated Board member. To reach the "highest possible level" of independence, I recommend exploring an external peer review mechanism or an independent ethics panel. This would further insulate the Office from potential or perceived influence by the Board, ensuring that the watchdog is held to a standard that is as independent as the office itself.

Transparency in Systemic Improvement: The Ombuds has a vital role in identifying patterns and suggesting systemic improvements. To maximize the impact of these findings, the Framework should define a more transparent tracking process. While reports are anonymized to protect confidentiality, the community would benefit from a public-facing record of the status of systemic recommendations, ensuring that the "rich source of data" handled by the Office consistently leads to organizational learning.

Digital Security and Individual Empowerment: In our increasingly digital environment, the Office’s commitment to confidentiality must be matched by modern digital safeguards. Explicitly mentioning the use of encrypted communications and secure record-keeping would bolster community trust. Finally, the framework should emphasize individual empowerment and self-determination. The goal of the Ombuds should be to provide members with the coaching and tools necessary to navigate future conflicts independently, fostering a more resilient and self-sufficient community.

By incorporating these enhancements, ICANN can ensure that its Office of Ombuds remains an accessible, trusted, and respected informal resource that meets the evolving needs of its global stakeholders.

This submission supports the draft ICANN Office of Ombuds Framework and Process as an important step toward strengthening administrative fairness and community trust. The framework appropriately reflects core ombuds principles of independence, neutrality, confidentiality, and informality, while also presenting opportunities for alignment with contemporary global standards.

The submission recommends explicitly integrating Diversity, Equity, Inclusion, and Belonging (DEIB) into the Framework’s core values, consistent with the 2022 International Ombudsman Association Code of Ethics, to ensure culturally competent and inclusive conflict resolution. It also encourages the adoption of a trauma-informed approach when handling complaints under the Community Anti-Harassment Policy, recognizing the sensitivity of these cases and the need to minimize re-traumatization.

To further strengthen accountability and independence, the submission suggests exploring external or peer-based mechanisms to address complaints concerning the Ombuds’ own conduct. Additional recommendations include improving transparency around the tracking of systemic recommendations, strengthening digital security practices, and emphasizing individual empowerment through coaching and self-determination.

These recommendations aim to ensure that the ICANN Office of Ombuds remains a trusted, modern, and effective resource for its global community.