[DTM Escalation] DT-M Updates from last meeting

[Gomes, Chuck]

Staffan,

First of all let me thank you for your input; it will be very useful to aid our discussions on our call today as we try to reach resolution on our final recommendations.

I would like to understand why you suggested changing 'anyone' to 'direct customers' in the 'Customer Service Complaint Resolution Process'.  There are two primary reasons why I ask this: 1) the current IANA customer service Complaint process allows anyone to make a complaint; 2) members of our DT-M have communicated that they believed there needed to be a mechanism for indirect customers to raise an issue if they become aware of one that the direct customers may not have reported.  Note that step 1 of the presently proposed 'Customer Service Complaint Resolution Process' (with or without your change to 'direct customers') follows the currently used process less the escalation steps to the CEO so we have already reduced it by one step; we then add step 2 that allows the complaint to be escalated to the CSC if there is no resolution.

I think that the rest of your edits may be fine and we will of course give others on the time to comment on them in today's call.

Chuck

From: dt6-bounces at icann.org [mailto:dt6-bounces at icann.org] On Behalf Of Staffan Jonson
Sent: Tuesday, April 07, 2015 6:17 AM
To: Marika Konings; DT-M (dt6 at icann.org)
Subject: Re: [DTM Escalation] DT-M Updates from last meeting

All
Please find enclosed my remarks on paper dated April 2
Also enclosing the implementation of the paper into Design Team CSC structure.

CSC meeting to follow back to back on todays meeting at UTC 1400.

:)
Staffan




Från: dt6-bounces at icann.org<mailto:dt6-bounces at icann.org> [mailto:dt6-bounces at icann.org] För Marika Konings
Skickat: den 7 april 2015 08:29
Till: DT-M (dt6 at icann.org<mailto:dt6 at icann.org>)
Ämne: [DTM Escalation] DT-M Updates from last meeting

Dear All,

Thanks to Berry's assistance, please find attached an updated version of the DT M content template which includes the changes as discussed during your meeting last week. The next DT M meeting is scheduled for today, 7 April at 12.00 UTC.

As a reminder, you'll find the action items below.

Best regards,

Marika

ACTION: Marilia to find original soft copies of flow charts for edit. Else staff can regenrate flow charts. 1) Change RZM and IFO terms COMPLETE
·        ACTION: staff to confirm anyone can use Ombudsman COMPLETE
·        ACTION: staff to update Step 2, 2B - CSC "may" involve mediator COMPLETE
·        ACTION: Staffan to take Step 2 - Escalation to CSC back to DT-C - CSC for them to discuss staffing, etc.
·        ACTION: staff add "6. Initiate RFP or Process [mechanism yes to be defined] [Pending Legal Advice & Fundamental Bylaw definition in CCWG] COMPLETE
·        ACTION: staff to schedule next call. COMPLETE

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