<html><head><meta http-equiv="Content-Type" content="text/html charset=utf-8"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class="">Hi Donna, Hi all,<div class=""><br class=""></div><div class="">I don’t think we have good figures on it, but precisely because they are extremely rare. The number of escalations according to the procedure I think can be counted on one hand in the 8 or 9 years the procedure has been in existence. I will go back to my colleague who works on our continuous improvement and see if she has statistics that may be more specific.</div><div class=""><br class=""></div><div class="">In practice, I think I would say the disputes or negative feedback we see are typically fall into a few categories:</div><div class=""><br class=""></div><div class="">(a) disputes between two parties, in country, in the context of ccTLDs. In such cases we direct them, per RFC 1591 et.al, to talk it out locally and come to consensus, although some parties want ICANN to step in and resolve such conflicts;</div><div class="">(b) disagreement with the general procedure for root zone management pertaining to a specific request, such as “why does IANA do this technical test?”, “why can’t IANA proceed with this change request without confirmation from the admin or technical contact?”</div><div class="">(c) disagreement with the procedure in the abstract, such as “why doesn’t IANA perform public consultations on pending redelegation requests?”, “why isn’t the root zone fully automated?". This kind of feedback usually comes in industry meetings etc.</div><div class="">(d) timeliness questions, usually because there has been a complication relating to the issues in (b).</div><div class=""><br class=""></div><div class="">I don’t recall any case where there is a issue with IANA’s performance pertaining to a specific request that couldn’t be solved or adequately explained to the customer within the IANA department without going through further escalation. That said, there are cases where an issue is escalated “beyond” IANA, i.e. to the ICANN Ombudsman, ICANN CEO or NTIA. This is because the party has generally gone to them first before seeking remediation by the IANA department. From time to time, for example, for Governments to go to the NTIA or the ICANN CEO first with a request, not to IANA. These parties know to refer such issues to IANA to allow us to act.</div><div class=""><br class=""></div><div class="">kim </div><div class=""><br class=""><div><blockquote type="cite" class=""><div class="">On Apr 13, 2015, at 10:12 AM, Donna Austin <<a href="mailto:Donna.Austin@ariservices.com" class="">Donna.Austin@ariservices.com</a>> wrote:</div><br class="Apple-interchange-newline"><div class=""><div class="WordSection1" style="page: WordSection1; font-family: SourceSansPro-Regular; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px;"><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class="">Hi Kim<o:p class=""></o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><o:p class=""> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class="">Our Design Team is getting some serious push-back to take on some role in disputes between IANA and a registry operators.<o:p class=""></o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><o:p class=""> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class="">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 class=""></o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><o:p class=""> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class="">If we have some background, perhaps we can be more informed in making our decisions.<o:p class=""></o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><o:p class=""> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class="">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 class=""></o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><o:p class=""> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span class="">Thanks,<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; text-indent: 36pt;" class=""><span class=""> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span class="">Donna<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="" class=""> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span id="cid:image002.png@01D075D2.57FAF1B0"><image002.png></span><b class=""><span class="">D<span style="color: rgb(0, 32, 96);" class="">ONNA AUSTIN</span></span></b><span class=""><br class=""><span style="color: rgb(89, 89, 89);" class="">Policy and Industry Affairs Manager</span><b class=""><span style="color: rgb(0, 32, 96);" class=""><o:p class=""></o:p></span></b></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="color: rgb(89, 89, 89);" class=""> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><b class=""><span style="color: rgb(0, 32, 96);" class="">ARI REGISTRY SERVICES</span></b><span style="color: rgb(31, 73, 125);" class=""><br class=""></span><span style="color: rgb(89, 89, 89);" class="">Melbourne</span><span style="color: rgb(31, 73, 125);" class=""> </span><b class=""><span style="color: rgb(0, 32, 96);" class="">|</span></b><span style="color: rgb(31, 73, 125);" class=""> </span><span style="color: rgb(89, 89, 89);" class="">Los Angeles<span class="Apple-converted-space"> </span></span><span style="color: rgb(31, 73, 125);" class=""><br class=""></span><b class=""><span style="color: rgb(0, 32, 96);" class="">P</span></b><span style="color: rgb(31, 73, 125);" class=""> <span class="Apple-converted-space"> </span></span><span style="color: rgb(89, 89, 89);" class="">+1 310 890 9655<br class=""></span><b class=""><span style="color: rgb(0, 32, 96);" class="">P</span></b><span style="color: rgb(31, 73, 125);" class=""> <span class="Apple-converted-space"> </span></span><span style="color: rgb(89, 89, 89);" class="">+61 3 9866 3710<br class=""></span><b class=""><span style="color: rgb(0, 32, 96);" class="">E</span></b><b class=""><span style="color: rgb(31, 73, 125);" class=""> <span class="Apple-converted-space"> </span></span></b><span class=""><a href="mailto:donna.austin@ariservices.com" style="color: rgb(149, 79, 114); text-decoration: underline;" class=""><span style="color: rgb(89, 89, 89);" class="">donna.austin@ariservices.com</span></a><u class=""><span style="color: rgb(89, 89, 89);" class=""><br class=""></span></u><b class=""><span style="color: rgb(0, 32, 96);" class="">W</span><span style="color: rgb(31, 73, 125);" class=""> <span class="Apple-converted-space"> </span></span></b><a href="http://www.ariservices.com/" style="color: rgb(149, 79, 114); text-decoration: underline;" class=""><span style="color: rgb(89, 89, 89);" class="">www.ariservices.com</span></a><o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="color: rgb(89, 89, 89);" class=""> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><i class=""><span style="color: rgb(0, 32, 96);" class="">Follow us on<span class="Apple-converted-space"> </span></span></i><span class=""><a href="https://twitter.com/ARIservices" style="color: rgb(149, 79, 114); text-decoration: underline;" class=""><i class=""><span style="" class="">Twitter</span></i></a><o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; color: rgb(89, 89, 89);" class=""> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><i class=""><span style="font-size: 10pt; color: rgb(89, 89, 89);" class="">The information contained in this communication is intended for the named recipients only. 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