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resources-landingPage"><div><section dir="ltr" external_links=""><h1 class="LibraryIntro">ICANN Complaints Office</h1><div class="EmbeddedHTML"><html><body> <h3><a href="/resources/pages/complains-office-terms-conditions-2022-12-20-en">Click Here to Submit a Complaint</a></h3> <h3>Overview and Scope – ICANN Complaints Office</h3> <p>The Complaints Office is a function within the ICANN organization (org) that:</p> <ul> <li>Provides a centralized location to submit complaints regarding ICANN org.</li> <li>Receives and investigates complaints, collects facts, and reviews, analyzes, and resolves issues as openly as possible.</li> <li>Helps ICANN org build on its effectiveness, and increase its transparency.</li> <li>Aggregates the data from complaints to identify and solve for operational trends that should be improved.</li> </ul> <p>The Complaints Office handles complaints about ICANN org that don't fall into an existing complaints mechanism, such as <a href="/en/resources/compliance">Contractual Compliance</a>, <a href="/resources/pages/accountability/reconsideration-en">Request for Reconsideration</a> and the <a href="/ombudsman">Ombuds</a> (see <a href="#existing-complaints-mechanisms-guidance">Existing Complaints Mechanisms Guidance</a> below). This may include complaints about how ICANN org previously handled a request, structured a process, solved an issue, or failed to account for something that may indicate a systemic issue, among other things. To learn more about the kinds of complaints the Complaints Office handles, please visit the <a href="/complaints-report">Complaints Office Report page</a>.</p> <p>The Complaints Office reviews verifiable information to ensure recommendations and resolutions are based in fact. It strives to be open and transparent to all stakeholders; to be responsive and accountable to all parties; and to be constructive and actionable in its final recommendations so as to fulfill its core purpose. Above all else, the Complaints Office acts with the utmost integrity in service of ICANN's mission.</p> <a id="existing-complaints-mechanisms-guidance"></a> <h3>Existing Complaints Mechanisms Guidance</h3> <p>For complaints that fall into other existing complaints mechanisms, please visit the <a href="/en/resources/compliance">Contractual Compliance</a>, <a href="/resources/pages/accountability/reconsideration-en">Request for Reconsideration</a>, and the <a href="/ombuds">Ombuds</a> webpages. To submit a complaint for the most common Contractual Compliance complaint types, please refer to the following pages:</p> <ul> <li><a href="https://icann-nsp.my.site.com/compliance/s/abuse-domain">Domain Name Abuse Complaint</a></li> <li><a href="https://icann-nsp.my.site.com/compliance/s/renewal-redemption">Domain Name Renewal/Redemption Complaint</a></li> <li><a href="https://icann-nsp.my.site.com/compliance/s/transfer">Domain Name Transfer Complaint</a></li> <li><a href="https://icann-nsp.my.site.com/compliance/s/registration-data">Domain Name Registration Data Complaint</a></li> </ul> <p>For other common complaint areas, please refer to <a href="/registrants">Information for Domain Name Registrants</a>, the <a href="/resources/pages/help/dndr/udrp-en">Uniform Domain-Name Dispute-Resolution Policy</a>, and <a href="/resources/pages/cctld-2012-02-25-en">About ccTLD Compliance</a>.</p> <h3>Submitting a Complaint to the ICANN Complaints Office</h3> <p>Anyone wishing to submit a complaint related to the ICANN org may do so by completing this <a href="/resources/pages/complains-office-terms-conditions-2022-12-20-en">web-form</a>. When submitting a complaint, please be sure to include all relevant information. Once a complaint is received, it will be reviewed to ensure it falls within the scope of the office, and you will be notified of next steps via email. Out of scope submissions are forwarded and responded to by ICANN's Global Support Center team whose expertise in navigating the entire ICANN org and will get the submitter the submitter with the information and/or assistance they need.</p> <p>Submissions that fall within the scope of the Complaints Office will be handled in the following stages:</p> <table class="convey"> <tr> <td valign="top"><p><strong>1. Receive, Acknowledge, and Publish</strong></p></td> <td valign="top"><ul> <li>Acknowledge receipt of the complaint.</li> <li>Remind submitter that the process is transparent, that the complaint will be published on the <a href="/complaints-report">Complaints Office Report page</a> with personal information redacted (as appropriate), and that the next update will arrive as per a specific, stipulated time frame.</li> </ul></td> </tr> <tr> <td valign="top"><p><strong>2. Evaluate and Consider</strong></p></td> <td valign="top"><ul> <li>The Complaints Officer interviews ICANN org employees with subject-matter expertise, collects, reviews and analyzes facts, researches appropriate data, and works with management to determine if improvements are warranted and if so—what can be done.</li> <li>The Complaints Officer is independent and will make recommendations based on research and facts.</li> <li>If there is disagreement regarding improvements between the Complaints Officer and relevant department executives, the issue is escalated to the Complaints Officer's supervisor and the ICANNCEO.</li> </ul></td> </tr> <tr> <td width="138" valign="top"><p><strong>3. Response Drafting</strong></p></td> <td width="499" valign="top"><ul> <li>Once a complaint is fully researched, a path forward is identified.</li> <li>A path forward can be many things, for example: improvements to a process, an educational opportunity, no improvements can be implemented, among others.</li> <li>The path forward is agreed upon and the Complaints Officer drafts a response to the submitter.</li> </ul></td> </tr> <tr> <td width="138" valign="top"><p><strong>4. Response Issued and Published</strong></p></td> <td width="499" valign="top"><ul> <li>The Complaints Officer provides the complainant with the response and the response is published on the <a href="/complaints-report">Complaints Office Report Page</a>.</li> </ul></td> </tr> </table> <h3>Resources about the Complaints Office</h3> <ul> <li><a href="/complaints-report">Complaints Report</a></li> <li><a href="/en/system/files/files/complaints-office-semi-annual-report-12dec18-en.pdf">Complaints Office Semi-Annual Report for 1 January – 30 June 2018</a></li> <li><a href="/en/system/files/files/complaints-office-semi-annual-report-07mar18-en.pdf">Complaints Office Semi-Annual Report for 15 March 2017 – 31 December 2017</a></li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-en.pdf">Frequently Asked Questions</a> [PDF, 296 KB] (18 May 2017)</li> <ul> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-ar.pdf">العربية</a> [PDF, 368 KB]</li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-es.pdf">Español</a> [PDF, 41 KB]</li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-fr.pdf">Français</a> [PDF, 42 KB]</li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-pt.pdf">Português</a> [PDF, 43 KB]</li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-ru.pdf">Pусский</a> [PDF, 196 KB]</li> <li> <a href="/en/system/files/files/complaints-office-faqs-18may17-zh.pdf">中文</a> [PDF, 135 KB]</li> </ul> </ul> <h3>Announcements, Blogs, and More</h3> <ul> <li> <a href="/news/announcement-2018-03-07-en">[Announcement] ICANN Publishes First Complaints Office Semi-Annual Report</a> (7 March 2018)</li> <li> <a href="https://icann60abudhabi2017.sched.com/event/CbEw/a-conversation-with-the-icann-complaints-officer">[ICANN60 Session] A Conversation with the ICANN Complaints Officer</a> (30 October 2017)</li> <li> <a href="https://community.icann.org/display/GSEAPAC/APAC+Webinars">[Webinar - APAC] A Conversation With The ICANN Complaints Officer</a> (22 August 2017)</li> <li> <a href="/news/blog/publishing-submissions-to-the-complaints-office">[Blog] Publishing Submissions to the Complaints Office</a> (24 June 2017)</li> <li> <a href="/news/blog/clarifying-the-roles-of-the-icann-complaints-office-and-ombudsman">[Blog] Clarifying the Roles of the ICANN Complaints Office and Ombudsman</a> (18 May 2017)</li> <li> <a href="/news/blog/complaints-office-update-objectives-next-steps">[Blog] Complaints Office Update: Objectives & Next Steps</a> (27 April 2017)</li> <li> <a href="/news/announcement-2017-03-10-en">[Announcement] Krista Papac Named as ICANN Complaints Officer</a> (10 Mar 2017)</li> </ul> <h3>Terms and Conditions for Submission to the Complaints Office</h3> <p>Submitted complaints will be handled in accordance with the <a href="/resources/pages/governance/bylaws-en">ICANN Bylaws</a> and the <a href="/privacy/policy">ICANN Privacy Policy</a>. 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