[DTM Escalation] For your review - escalation flow charts

[Marika Konings]

Paul, the current complaint resolution process says 'Receipt of a
complaint will be acknowledged within one business day and a substantive
response will be sent within two business days. Efforts will be made to
resolve complaints as soon as possible¹. If I recall well, DT M did
discuss the issue of timing but also noted that it might be difficult to
fix a timeframe as it would largely depend on the complexity of the issue
and how much or little time would be needed to resolve it. However, this
may be something the DT M could consider further during its meeting on
Wednesday?

Best regards,

Marika

On 11/05/15 21:20, "Paul M Kane - CWG" <paul.kane-cwg at icb.co.uk> wrote:

>Thanks Marika
>
>This is good...... much appreciated.
>
>I think it would be prudent to specify the time within which a specific
>stage
>should be completed - otherwise escalation occurs.
>
>On Page 1 if the matter is not resolved, IMHO the CSC should be made
>aware and
>have the ability/option to refer it to Phase 2.... as in page 2...
>
>Best
>
>Paul
>
>
>
>
> 
>
>Quoting Marika Konings <marika.konings at icann.org>:
>
>> Dear All,
>> 
>> As discussed during the last CWG meeting, please find attached my
>>attempt to
>> translate the current escalation mechanisms (complaint and problem
>> resolution) in flow charts. Note that I've made an assumption that at
>>the end
>> of phase one there could also be a decision by the complainant to not
>> escalate to phase 2, but that is currently not explicitly mentioned
>>(hence
>> the ?). If you have any comments and/or questions, please feel free to
>>share
>> those with the list.
>> 
>> Best regards,
>> 
>> Marika
>> 
>
>
>
>
>

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