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Contractual Compliance Monthly Update | May 2013

Table of Contents 1

General Update

Complaint Management Migration Completed

On 7 June 2013, ICANN completed the migration of all existing compliance systems, complaint types and processes to a one-stop complaint submittal landing webpage.

Link to the new complaint submission on the ICANN.ORG page

Operational efficiencies and effectiveness are gained with the automation of the compliance approach and processes. Such automation enhances informal resolution and enforcement, increased complaint communication, as well as provides a platform by which a pulse survey for continuous feedback is implemented.

In May, the migration included the remaining complaints (Domain Renewal/Redemption, Registrar Contact, Transfer and Whois Unavailable), updated complaint web navigation and 47 frequently asked questions.

May Pulse Survey Update

The Whois Inaccuracy closed complaints generated 951 survey invitations sent to the complaint reporter and 540 survey invitations sent to Registrars.  The survey response rate was 1.5 percent from the reporters and 4.3 percent Registrars.  The overall satisfaction question results are answered below:

Contractual Compliance Closed Complaints Survey for Registrar and Reporter Feedback May 2013

Contractual Compliance Complaint Submission Website Activity

The number of webpage views for the new Whois Inaccuracy complaint form, web navigation and FAQs are shown below.  These numbers represent six weeks of data since the new Whois Inaccuracy form was released, and one week of data for the new UDRP complaint form, which was launched on 22 May 2013.

Contractual Compliance Webpages Views May 2013

The 20,352 web page views for Whois Inaccuracy Complaint Form generated 3,872 complaints. The 260 web page views for UDRP Complaint Form generated four complaints. In summary, 3% of all ICANN.ORG web traffic goes to Complaint Submission web pages. Source of web traffic to the Complaint Submission webpages are below:

Contractual Compliance Complaint Submission Views May 2013

2013 Registrar Accreditation Agreement and the Expired Registration Recovery Policy Readiness

The Proposed Final 2013 RAA and the Expired Registration Recovery Policy include new provisions that require Contractual Compliance to establish additional monitoring processes to ensure that ICANN-accredited registrars comply with their contractual obligations.

Contractual Compliance is reviewing and finalizing process maps, escalation procedures, templates and other operational materials necessary to effectively monitor and enforce compliance with the 2013 RAA and the ERRP.

Audit Program Update

As of 31 May 2013, the Year One Audit Program was complete. A full audit report with a summary of results will be published in June 2013.

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

To conclude the Year One Audit Program, ICANN followed up with an "Audit and Remediation Continuous Improvement Survey" to the participants. The overall satisfaction on communication, process and tool are reflected below:

Audit Remediation Improvement May 2013

Complaints Handling and Enforcement Summary

Notification Process Complaint Volume May 2013

Enforcement Activity for May 2013

Compliance Performance Results May 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.

update-may13-en.pdf  [503 KB]

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."