ICANN: Consultation on the IANA Customer Service Complaint Resolution Process

ICANN logoPurpose (Brief): A consultation on establishing and implementing a Customer Service Complaint Resolution Process for the 2012 IANA functions contract

Section I: Description, Explanation, and Purpose

The Internet Assigned Numbers Authority (IANA) functions contract (SA1301-12-CN-0035) between ICANN and the United States Department of Commerce, National Telecommunications Information Administration (NTIA) to maintain the continuity and stability of services related to certain interdependent Internet technical management functions, known collectively as the Internet Assigned Numbers Authority calls for a public consultation from all interested and affected parties to help satisfy the following objective:

   C.2.9.2.g The Contractor shall work with NTIA and collaborate with all interested and affected parties as enumerated in Section C.1.3 to establish and implement within six (6) months after date of contract award a process for IANA function customers to submit complaints for timely resolution that follows industry best practice and includes a reasonable timeframe for resolution.

Section II: Background

This is one of a series of consultations to establish performance standards for the delivery of the IANA functions, as described in contract SA1301-12-CN-0035.

Section III: Document and Resource Links

Comment Open:     27 November 2012
Comment Close:     18 December 2012
Close Time (UTC):     23:59 UTC – Public Comment Announcement
Reply Open:     19 December 2012 – To Submit Your Comments (Forum)
Reply Close:     9 January 2013     View Comments – View Comments Submitted

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