on Consultation on the IANA Customer Service Complaint Resolution Process

[Avri Doria <avri@xxxxxxx>]

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 opposed to including that 
fact as a parenthetical.   Consider mentioning the Ombudsman at the top of this 
section as well as including it as the last step.


Specific answer to the questions posed in 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?
- How many complaints have made it to the Ombudsman?  What percentage of the 
overall issues does this reflect?


---

These comments  have been reviewed on the NCSG Discussion list. Although they 
are submitted as individual comments, they will be review by the NCSG Policy 
Committee for possible endorsement.  As the author was working at the last 
minute, the NCSG-PC has not had time to do the review yet.