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Publishing Submissions to the Complaints Office

I am excited to announce that I have published the first report of the Complaints Office's activities on the our dedicated webpage. This initial report includes submissions received through 12 June 2017, and I will be updating it on a regular basis.

It's been two months since I opened the Complaints Office, and I have already received nearly 200 submissions. However, what I've found interesting about the submissions is that only a small number have fallen within the scope of the Complaints Office. The out-of-scope submissions that I've received fall into three categories:

  1. They belong to another complaints process
  2. They are an inquiry regarding a potential complaint
  3. They contained a blank submission

For complaints that fell within the scope of the office, you will see data in the published report with links to each complaint and our response (if applicable), as well as the latest status and corresponding responses, all while respecting private and/or confidential information. The report also includes a summary of the out-of-scope submissions broken down by category, number received per month for each category, and a brief description of how they are handled by the Complaints Office.

As a reminder, the Complaints Office handles complaints regarding the ICANN Organization and any that don't fall into an existing complaints mechanism. This may include complaints about processes, timing and accessibility of information, among other things. Existing complaints processes, such as Contractual Compliance, Global Support and ICANN's Bylaws-mandated Accountability Mechanisms, remain the same and should continue to be used for complaints that are within their scope.

The processes for the Complaints Office are continuously developing and evolving, and I'd appreciate your feedback. I will be on the ground at ICANN59, so if you have any suggestions or words of advice on how I can improve the office, or if you have an issue you would like to discuss, please don't hesitate to stop me in the hall or email complaints@icann.org to request a meeting time. I hope those of you going to Johannesburg have safe travels, and I look forward to meeting with some of you!

Comments

    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."