on Consultation on the IANA Customer Service Complaint Resolution Process

[Alain Berranger]

Thanks Avri,

Is the IANA functions users' taxonomy defined in the IANA/ICANN contract
and/or its numerous Amendments (sorry! I have not read all those
documents)?

As new gTLDs get approved, would they not come under the category TLD
managers?

Does the Ombudsman have a track record of resolving complaints,
particularly those involving technical complexities? How can one judge that?

Alain

On Sun, Dec 16, 2012 at 11:59 AM, Avri Doria <avri at acm.org> wrote:

> I am planning to file a comment on Consultation on the IANA Customer
> Service Complaint Resolution Process
>
>
> https://www.icann.org/en/news/public-comment/iana-complaint-resolution-27nov12-en.htm
>
> Below are my first thoughts.  As this is due by 18th December I will not
> have time to verify this as a NCUC or a NCSG comment before submission and
> will therefore submit as an individual.
>
> However, I do have enough time to gather any opinions from the NCSG-
> DIscuss list before I submit on the 18th.  If I change it based on
> consultations wit the list, I will mention that in the submission.
>
> And, if either the NCUC, NPOC or NCSG wish to endorse the comment I send
> in, or wishes to add/disagree with it, they can do so as part of the reply
> period.  This is one handy aspect of the 2 stage process that we can use.
>  If last minute commenters, as I so often am, cannot get C/SG endorsement
> before submission, the reply period offers the C/SG the time to comment on
> the comment.
>
> avri
>
> ----
>
> The complaint resolution process appears to be adequate.  Some specific
> comments on the document::
>
>
> 1. Re:
> "
> Ideally, the escalation process would be initiated by the individuals
> appointed by the leaders of the various organizations that the IANA
> functions directly serve, including the IAB, IESG, and IETF, the ccNSO, TLD
> managers,
> "
>
> A. Does this process not also apply to gTLDs.  If so, could the GNSO, or
> one of its stakeholder groups, initiate a complaint?  This may be very
> relevant during the upcoming period when there is a growth in the number of
> new gTLDs requiring IANA services.  If this is the case, perhaps a specific
> mention of the GNSO and its constituencies is warranted.
> B. Why would a complaint from a registrant or Internet user not be
> appropriate if it related to a relevant IANA activity?
> C. Could a complaint come from the ALAC, in regard to problems that may be
> suffered by the At-large users of the Internet, or from the GAC or its
> members related to issues related to governments?
> C.  Could a complaint come from individual protocol authors or
> implementors who request code points that do not need to be approved by the
>  IETF processes before assignment.
>
> 2. Re:
> "
> As the final level of escalation (or at any time the requester feels this
> escalation procedure is not being followed or is not effective),
> "
>
> I think it would be good to bring out that fact that the Ombudsman is a
> step that can be taken at any point in the process, as oppose to including
> that fact as a parenthetical.   Consider mentioning the Ombudsman at the
> topic of this section as well as including it as the last step.
>
>
> Specific Answer to the questions of the consultation:
>
> The efficacy of the process should be measured and reviewed.  It is only
> worth fixing or replacing the process with another process if it can be
> shown that this process has not been effective.
>
> Questions that might be asked in a review:
>
> - How many complaints have been escalated?
> - How many complaints, if any, have fallen through the cracks or exceeding
> a reasonable time frame?
> - What sort of complaints, if any have reached the ombudsman and on what
> frequency?
> - To what degree are those who filed complaints satisfied with the service
> they received?
>



-- 
Alain Berranger, B.Eng, MBA
Member, Board of Directors, CECI,
http://www.ceci.ca<http://www.ceci.ca/en/about-ceci/team/board-of-directors/>
Executive-in-residence, Schulich School of Business, www.schulich.yorku.ca
Treasurer, Global Knowledge Partnership Foundation, www.gkpfoundation.org
NA representative, Chasquinet Foundation, www.chasquinet.org
Chair, NPOC, NCSG, ICANN, http://npoc.org/
O:+1 514 484 7824; M:+1 514 704 7824
Skype: alain.berranger


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