Contractual Compliance Monthly Update | May 2013
Table of Contents 1
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 http://www.icann.org/en/resources/compliance/complaints.
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 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.
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:
2013 Registrar Accreditation Agreement and the Expired Registration Recovery Policy Readiness
The Proposed Final 2013 RAA http://www.icann.org/en/news/public-comment/proposed-raa-22apr13-en.htm and the Expired Registration Recovery Policy http://www.icann.org/en/resources/registrars/consensus-policies/errp 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.
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|
|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:
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]