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Krista Papac Named as ICANN Complaints Officer

10 March 2017 – The Internet Corporation for Assigned Names and Numbers (ICANN) today announced that Krista Papac, Director of Registry Services and Engagement for ICANN's Global Domains Division, has been named as ICANN's Complaints Officer.

"The Complaints Officer is an important new function within ICANN to help improve the ICANN organization," said CEO Göran Marby. "Krista is a long-time contributor to the ICANN organization and multistakeholder community. She is widely respected by her colleagues across the organization and has built extensive relationships with members of the community. I could not be happier with a candidate to fill this important role."

The Complaints Office will provide a centralized mechanism to track complaints received about the ICANN organization and is an additional way for the ICANN organization to be accountable for and transparent about its performance. The Complaints Officer will work with ICANN's various internal complaints processes to assist improvements and collect data about complaints received across the organization. The Complaints Officer will help ensure that any complaints about systemic issues or concerns about the organization are heard, reviewed, analyzed and resolved as openly as appropriate.

ICANN receives complaints through the Ombudsman, Reconsideration Requests and Independent Review Process filings and through various ICANN functions such as Contractual Compliance. All of these mechanisms and functions will remain the same and are not affected by this additional accountability process.

"I am honored to take on this new role for ICANN," said Krista. "My goal is to help build this new avenue for the community to have their voices heard. As the Complaints Officer, I can help give the organization better visibility into any possible systemic issues that may exist now or in the future, so we can proactively consider improvements."

The Complaints Officer will report directly to John Jeffrey, ICANN's General Counsel and Secretary. Krista will be transitioning away from her Global Domains Division role in the coming weeks, and will begin to build out the Complaints office.

Krista Papac is a seasoned executive with over 15 years of experience in the domain name industry holding a variety of roles including executive leadership and management, strategic planning, business process development, and business development. Krista joined ICANN in May 2013 as the Director of Registry Services & Engagement. During this time, she built a global team of relationship and service development experts by putting people, process and infrastructure in place to support the growth of the gTLD marketplace.


ICANN's mission is to help ensure a stable, secure and unified global Internet. To reach another person on the Internet, you have to type an address into your computer - a name or a number. That address has to be unique so computers know where to find each other. ICANN helps coordinate and support these unique identifiers across the world. ICANN was formed in 1998 as a not-for-profit public-benefit corporation and a community with participants from all over the world. ICANN and its community help keep the Internet secure, stable and interoperable. It also promotes competition and develops policy for the top-level of the Internet's naming system and facilitates the use of other unique Internet identifiers.

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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"""" is not an IDN."