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<div>Agree. This is particularly the case for larger providers who have established separate teams for each abuse type (Spam, infringement, malware, etc.). It requires the reporter to categorize the complaint and expedites routing to the appropriate internal
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<div>Thanks—</div>
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<div>J.</div>
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<span style="font-weight:bold">From: </span>Michele Neylon - Blacknight <<a href="mailto:michele@blacknight.com">michele@blacknight.com</a>><br>
<span style="font-weight:bold">Date: </span>Tuesday, June 10, 2014 at 8:49 <br>
<span style="font-weight:bold">To: </span>Marika Konings <<a href="mailto:marika.konings@icann.org">marika.konings@icann.org</a>>, "<a href="mailto:gnso-ppsai-pdp-wg@icann.org">gnso-ppsai-pdp-wg@icann.org</a>" <<a href="mailto:gnso-ppsai-pdp-wg@icann.org">gnso-ppsai-pdp-wg@icann.org</a>><br>
<span style="font-weight:bold">Subject: </span>Re: [Gnso-ppsai-pdp-wg] FW: Section 3.18 - Registrar's Abuse Contact and Duty to Investigate Reports of Abuse of the 2013 RAA<br>
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<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Marika<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Only getting to read and digest this properly now<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">I would suggest that registrars and PP providers should be able to "funnel" reports by "type"<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Using an email address only might not be the best way to achieve this, as many have noted that an abuse@ style email address can easily get cloggged
with a lot of spurious and irrelevant emails that wouldn't even qualify as "complaints".<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Offering registrars and PP providers flexibility in how they collect such reports should be encouraged as it will lead to more efficient and responsive
report handling<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Regards<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);">Michele<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 11pt; font-family: Tahoma, sans-serif; color: black;">--<br>
Mr Michele Neylon<br>
Blacknight Solutions<br>
Hosting, Colocation & Domains<br>
<a href="http://www.blacknight.co/">http://www.blacknight.co/</a><br>
<a href="http://blog.blacknight.com/">http://blog.blacknight.com/</a><br>
<a href="http://www.technology.ie">http://www.technology.ie</a><br>
Intl. +353 (0) 59 9183072<br>
Direct Dial: +353 (0)59 9183090<br>
Twitter: <a href="http://twitter.com/mneylon">http://twitter.com/mneylon</a><br>
-------------------------------<br>
Blacknight Internet Solutions Ltd, Unit 12A,Barrowside Business Park,Sleaty<br>
Road,Graiguecullen,Carlow,Ireland Company No.: 370845</span><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125);"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size: 10pt; font-family: Tahoma, sans-serif;">From:</span></b><span style="font-size: 10pt; font-family: Tahoma, sans-serif;">
<a href="mailto:gnso-ppsai-pdp-wg-bounces@icann.org">gnso-ppsai-pdp-wg-bounces@icann.org</a> [<a href="mailto:gnso-ppsai-pdp-wg-bounces@icann.org">mailto:gnso-ppsai-pdp-wg-bounces@icann.org</a>]
<b>On Behalf Of </b>Marika Konings<br>
<b>Sent:</b> Tuesday, June 10, 2014 8:51 AM<br>
<b>To:</b> <a href="mailto:gnso-ppsai-pdp-wg@icann.org">gnso-ppsai-pdp-wg@icann.org</a><br>
<b>Subject:</b> [Gnso-ppsai-pdp-wg] FW: Section 3.18 - Registrar's Abuse Contact and Duty to Investigate Reports of Abuse of the 2013 RAA<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Dear All,<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Please find below the feedback from ICANN Compliance in relation to provision 3.18 of the 2013 RAA.<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Best regards,<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Marika<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">+++++++++<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Section 3.18, from a Compliance perspective, is going well. While no major barriers have been identified that frustrate ensuring compliance with the 2013
RAA, Compliance has identified two main issues leading to some community uncertainty: understanding of registrar requirements of Section 3.18.1, and the expectations of complainants. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">The areas requiring clarification by registrars are abuse contact posting requirements and investigating abuse complaints. Registrars were not conspicuously
posting an abuse email address as required by Section 3.18.1, either omitting any link or providing a web form instead. Once abuse reports were received, registrars were not taking reasonable and prompt steps to investigate reports under 3.18.1. Some registrars
did not undertake any investigation, only performed a Whois inaccuracy investigation, or confused abuse reports submitted under 3.18.1 with the requirements of 3.18.2. Other registrars claimed that abuse reports would only be reviewed under court order, which
is not a requirement in the 2013 RAA. These issues were resolved though the 1-2-3 notice process, with approximately 5 registrars requesting conference calls to discuss and clarify the requirements of Section 3.18.1. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">To date, all complaints to ICANN under Section 3.18.1 have been resolved before the formal resolution process (breach). The number of these complaints is
decreasing as more registrars understand their obligations under the 2013 RAA. ICANN Compliance has not received any complaints under Section 3.18.2. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">The other area of concern is the expectations of complainants. This includes filing abuse complaints against registrars not under the 2013 RAA, or for non-abuse
concerns (such as customer service complaints). Additionally, complainants generally expect that a domain name subject to an an abuse complaint will be suspended or deleted. While many registrars do suspend domains in response to abuse complaints, this is
not required by the 2013 RAA. The registrar must demonstrate to ICANN that it took reasonable and prompt steps to investigate and respond appropriately. At a minimum this includes forwarding the complaint to the registrant, and other additional steps depending
upon the circumstances. Because Compliance’s informal resolution process remains confidential, a registrar may provide ICANN with sufficient documentation to demonstrate compliance with Section 3.18.1 that cannot be shared with the complainant. Several complainants
have expressed frustration to ICANN regarding the inability to force suspension or cancellation of domains subject to abuse complaints, including those involving alleged illegal activity. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;">Adding an abuse report requirement to the P/P Accreditation Agreement may be beneficial, however the Working Group may want to consider providing additional
guidance regarding the types of abuse complaints allowed and the types of actions P/P providers should take regarding abuse reports. The Working Group may also want to consider alternative abuse report options other than publishing an email address on a website
(and in the Whois output) as registrars have expressed concern regarding increasing spam volumes for published email addresses. <o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Calibri, sans-serif; color: black;"><o:p> </o:p></span></p>
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