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Contractual Compliance Monthly Update | April 2013

Table of Contents 1

General Update

Contractual Compliance Metrics on myICANN

Since its launch at ICANN 46 meeting on 15 April 2013, the ICANN Contractual Compliance Report located on myICANN, has become a popular landing page. The web analytics show that ten percent of all myICANN traffic in April was to view the compliance metrics.

Contractual Compliance Metrics for April 2013

Consolidated Complaint Management System Update

The plan to migrate the remaining contractual compliance complaint types is on schedule. Transfer and UDRP development is complete, the web navigation and Learn More articles have been written, the new complaint input forms have been created and the back-end workflow development is almost complete for Domain Renewal/Redemption, Registrar Contact, Whois Unavailability and Registry complaints. At this time, the Contractual Compliance management system is at 52 percent completion.

Continuous Improvement Pulse Survey

Starting in April, after Whois Inaccuracy complaint tickets were closed in the new consolidated complaint system, ICANN began sending follow-up continuous improvement pulse surveys to the reporter and the registrar. The objective of the survey is to seek feedback, to measure the satisfaction level, and to determine specific areas for improvement in the complaint submission and management process. The reporter survey questions focus on the ease of submitting a complaint, the clarity of instructions, the complaint resolution and an overall rating to complaint submission experience. Registrars are asked about the complaint information, the clarity of instructions, ICANN's responsiveness to questions and an overall rating of the complaint experience.

For April 2013, the Whois Inaccuracy closed complaints generated 968 survey invitations sent to the reporter and 562 survey invitations sent to Registrars. The survey response rate was less than one percent from the reporters and the registrars. The overall satisfaction question results are answered below. Statistically the response rate is too low to rate, but it does show the new Pulse survey process is working.

Continuous Improvement Pulse Survey for April 2013

Audit Program Update

In April, ICANN completed the Audit and Reporting Phases, which consisted of document reviews and generation of individual Audit Reports to the remaining participants in the Year One Audit Program and launched the Remediation Phase. There are currently 19 Audit Reports outstanding and under remediation.

On 29 April 2013, ICANN followed up with an "Audit and Remediation Continuous Improvement Survey" to the participants.

Year-1 Audit Program Milestone Dates
Request for Info Audit Phase Reporting Phase Remediation
Begin End Begin End  
26 Nov. 2012 17 Dec. 2012 28 Dec. 2012 7 Jan. 2013 12 Apr. 2013 15 April 2013 19 April 2013 22 April 2013

Please refer to to learn more about this program.

Complaints Handling and Enforcement Summary

Complaints per Notification Cycle April 2013

Enforcement Activity for April 2013

Please refer to for up-to-date information.

Compliance Performance Results April 2013

1 This update is provided for information purposes only. Please do not rely on the information contained within this update to make conclusions or business decisions.

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."