[DTM Escalation] For your review - final version & transmittal message

[Marika Konings]

Dear All,

Following today's DT-M meeting, please find below the proposed transmittal message to the CWG as well as the latest version of the recommendations (note that it is still in redline format for your convenience - these will be removed prior to submission).

If you have any comments or edits, please share these today by 17.00 UTC at the latest.

Thanks for all your hard work!

Marika

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Dear All,

On behalf of DT-M, please find attached the proposed recommendations in relation to escalation mechanisms. Based on the input provided by DT C, DT M made a number of adjustments to accommodate the concerns that had been expressed concerning the possible expansion of the mandate for the CSC. DT M is of the view, however, that the CSC has a role in escalation - if it would not be the CSC, who or what else would fulfil this role? Also, DT M would like to emphasise that based on the input that has been provided by IANA, the customer service complaint resolution process is currently available to anyone that wishes to submit a complaint, but it is only used sporadically. There is no reason to believe this would suddenly change following the transition. As such DT M is recommending that to a large extent the existing approach and processes are followed, but with the option for direct customers to escalate to the CSC if the issue is not resolved adequately by IANA.

DT M looks forward to receiving the feedback from the CWG and discussing this further during our upcoming meetings on Monday and Tuesday.

Best regards,
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