ICANN Aiming to Implement Complaints Process by Mid-July
ICANN plans to implement its full complaints process by mid-July but it will likely “evolve over time as we gain experience and hear from the community and staff about what is and isn’t working,” said Complaints Officer Krista Papac in…
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a Thursday blog post. ICANN hired Papac in March to lead the newly created Complaints Office, which would provide a centralized location for complaints about the organization (see 1703100062). Papac said she's working to finalize the complaints process but the new office’s work will include both resolving issues and collecting data to identify “operational trends that should be improved.” The office “will focus on reviewing verifiable information to ensure recommendations and resolutions are based in fact,” she said. “It will strive to be open and transparent, responsive and accountable to all parties, and to make recommendations that are constructive and actionable. And, above all else, the office will act with the utmost integrity in service of ICANN’s mission.”