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<div>Martin, just to clarify, only phase 1 of the IANA Customer Service Complaint Resolution Process would be open to anyone (and note, that obviously only complaints that are valid, i.e. relate to the services provided by IANA would be able to go through the
different steps of phase 1). Phase 2 would only be accessible for direct customers. The current proposal suggests that non-direct customers that are of the view that their issue has not been addressed in phase 1, could escalate to the ombudsman or to their
liaisons on the CSC. </div>
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<div>Best regards,</div>
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<div>Marika </div>
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<span style="font-weight:bold">From: </span>Martin Boyle <<a href="mailto:Martin.Boyle@nominet.org.uk">Martin.Boyle@nominet.org.uk</a>><br>
<span style="font-weight:bold">Date: </span>Monday 13 April 2015 19:32<br>
<span style="font-weight:bold">To: </span>Donna Austin <<a href="mailto:Donna.Austin@ariservices.com">Donna.Austin@ariservices.com</a>>, "<a href="mailto:dt3@icann.org">dt3@icann.org</a>" <<a href="mailto:dt3@icann.org">dt3@icann.org</a>>, Kim Davies <<a href="mailto:kim.davies@icann.org">kim.davies@icann.org</a>><br>
<span style="font-weight:bold">Subject: </span>Re: [DTC CSC] CSC role in disputes between IANA and registry operator<br>
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<p class="MsoNormal"><span style="color:#1F497D">Hi Donna,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Good thinking. Kim is likely to have an answer that might help explain this: I really feel bemused by Chuck’s position and what cases the CSC might be called on to judge. And a concern I have is that if there
is another appeals route, people will use it. As we heard from Allan MacG, we certainly do not know how to deal with ccTLD appeals and there are issues on who gets to judge a hostile redelegation?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Perhaps there are perhaps two options:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><!--[if !supportLists]--><span style="color: rgb(31, 73, 125);"><span style="mso-list:Ignore">·<span style="font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-family: 'Times New Roman';">
</span></span></span><!--[endif]--><span style="color:#1F497D">The IANA functions operator establishes a mediation service (but this then becomes the end of the road); or<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><!--[if !supportLists]--><span style="color: rgb(31, 73, 125);"><span style="mso-list:Ignore">·<span style="font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-family: 'Times New Roman';">
</span></span></span><!--[endif]--><span style="color:#1F497D">The IANA functions operator publishes the documentation and the reason for its decision. The CSC, ccNSO or GNSO could all challenge the decision on the basis of failure to meet process or policy.<o:p></o:p></span></p>
<p class="MsoListParagraph"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">I am particularly alarmed at the DT-M proposal that the appeal “process is open to anyone (including individuals, ccTLD regional organisations, ICANN SO/ACs etc).” So Paul Kane could argue that .uk should be
run by .ac (to take a ludicrous example) in spite of what the national process had decided? An individual could pursue a case at great length. Whereas the NTIA could say, go away, the individual members might find themselves embroiled in a serious legal
dispute.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Thanks<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Martin<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif;">From:</span></b><span lang="EN-US" style="font-size: 10pt; font-family: Tahoma, sans-serif;">
<a href="mailto:dt3-bounces@icann.org">dt3-bounces@icann.org</a> [<a href="mailto:dt3-bounces@icann.org">mailto:dt3-bounces@icann.org</a>]
<b>On Behalf Of </b>Donna Austin<br>
<b>Sent:</b> 13 April 2015 18:13<br>
<b>To:</b> <a href="mailto:dt3@icann.org">dt3@icann.org</a>; <a href="mailto:kim.davies@icann.org">
kim.davies@icann.org</a><br>
<b>Subject:</b> [DTC CSC] CSC role in disputes between IANA and registry operator<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-AU">Hi Kim<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Our Design Team is getting some serious push-back to take on some role in disputes between IANA and a registry operators.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Do you have information about the type of complaints you receive, how often, how they are resolved, are they often escalated beyond the IANA team, to your knowledge has NTIA ever been asked to intervene.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">If we have some background, perhaps we can be more informed in making our decisions.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Team: I still would prefer that the CSC not become involved, but we may need to reconsider. Jonathan suggested rather than the CSC becoming involved in the dispute that they manage the process for resolution; perhaps
to this end the CSC could direct complaints to a mediator. If it came to that, I don’t see why IANA could not also offer the same service of a mediator.
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Thanks,<o:p></o:p></span></p>
<p class="MsoNormal" style="text-indent:36.0pt"><span lang="EN-AU"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-AU">Donna<o:p></o:p></span></p>
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