[gnso-irtp-b-jun09] Compliance Ticket System
Dear All, Please find below the feedback from Pam Little in relation to the questions concerning the Compliance Ticketing system. Let me know if you have any further questions. Thanks, Marika ================== The majority of transfer complaints are submitted through ICANN’s C-Ticket system. Most of these are forwarded to the registrar for handling (see further details below). However, ICANN also receives transfer complaints through other channels such as emails to icann@xxxxxxxxx or to other general mailboxes or emails to ICANN staff (including Compliance staff) or even telephone calls to various ICANN’s offices or staff. Transfer complaints are often not straight forward and in fact could be quite complex. As such, compliant handling is “labor intensive” as each compliant has to be reviewed and determined by Compliance staff. (The proposed system enhancements were intended for better tracking and reporting purposes only whilst the reviewing of complaints still needs to be done manually.) Response to reports (complainants) When a transfer report (complaint) is filed through the C-Ticket System, ICANN Compliance staff would manually review the report in order to determine the proper response or whether to forward it to the relevant registrar. It is not uncommon for a report to be irrelevant to the transfer process, or found unnecessary to forward to the registrar. Nevertheless, these reports are replied to with either tailored or template responses to address the issues raised in the report. These issues may include general transfer procedure inquiries, customer service issues, problems with renewals, issues with 60-day locks, transfer fee complaints, domain disputes, purchase inquiries, etc. Initial inquiry to registrar If the Compliance staff determines the reported problem warrants further action by the registrar, an initial inquiry is sent to the registrar allowing the registrar 5 business days to inform ICANN of the steps that have been taken to resolve the issue at hand. After that time period has elapsed, ICANN Compliance staff would review the ticket in order to determine whether the registrar’s response is valid or a subsequent transfer has been effected. If there is no transfer or no valid response the specified time frame, the registrar is sent a “compliance notice”. Compliance notice to registrar Again, a 5-day period is given to the registrar to respond to the complaint, and after 5 days, the ticket is reviewed under the same criteria above. At this point, if there is no evidence that the registrar has attempted to resolve the issue or the transfer has been effected, an escalated compliance notice is sent via email and facsimile to the registrar (which may lead to a breach notice). Budget to improve the C-Ticket System) A budget of $65K has been allocated for FY11 but ICANN IT Staff has a number of competing priorities, including improvements to WDPRS. As such, major enhancements to the C-Ticket System have not been implemented. However, the mechanism to prevent duplicate submissions has been implemented, and other minor improvements are underway.