The monthly dashboard presents summarized data for the complaint type volume, informal and formal process volume and turnaround time.
Three sections of data present the monthly complaint volume recorded against Registrars / Registries.
ICANN Contractual Compliance has increased the level of granularity reported for the following complaint types: Abuse, Transfer, and WHOIS Inaccuracy. This new level of granularity is being reported as part of the monthly dashboard, beginning with the September 2017 reports. Some of the categories below contain commas, which are part of the descriptions, and will appear as such in the reported metrics. For instances where more than one of the categories applies to a complaint, these appear in the reported metrics separated by a pipe/vertical bar “|”. Below are definitions for these new categories.
In the Beijing Communiqué, the Governmental Advisory Committee (GAC) advised the ICANN Board that "[s]trings that are linked to regulated or professional sectors should operate in a way that is consistent with applicable laws." The GAC proposed specific safeguards that would apply to a broad category of strings related to "consumer protection, sensitive strings, and regulated markets."
GAC Communiqué – Beijing, People’s Republic of China
On 23 April 2013, ICANN initiated a public comment period to collect input on the "New gTLD Board Committee Consideration of GAC Safeguard Advice." The input received, as well as the applicant responses to the GAC Communiqués, served as inputs to the NGPC's consideration of GAC Category 1 Safeguard Advice.
On 5 February 2014, the New gTLD Program Committee adopted an implementation framework for GAC Category 1 Safeguard Advice.
GAC Category 1 Strings
The implementation framework classifies each Category 1 string as requiring one of three levels of safeguards:
The adoption of the implementation framework allowed applicants subject to GAC Category 1 Advice to proceed in the New gTLD Program once other eligibility criteria have been met. The implementation framework requires safeguards to be added to Specification 11 of the Registry Agreement as public interest commitments. For these applications, these safeguards are mandatory requirements. To view the specific safeguards and affected strings, review the implementation framework.
The complaints identified here are related to TLDs or second level domains in TLDs that are subject GAC Category 1.
Registrar and registry complaints by region include the following: domain volume, number of registrars and registries, and number of complaints. Metric calculations include percentage of complaints per domain volume, percentage of registrars with complaints per region, and percentage of registries with complaints per region. Domain counts shown are for the end of the month, three months prior to the report date.
Turnaround time for registries and registrars is measured in business days. The calculation is based on the contractual compliance informal and formal processes. The volume is the number of complaints in each cycle. The TAT is an average count of the number of business days it takes a registrar or registry operator to respond to any complaint in these process cycles. The average TAT is a calculation of the combined average of notices 1, 2, and 3.
The activity and trends represent the volume of each notice type sent during the quarter. The number of breach notice reasons is shown, as well as how many breaches were cured and how many breaches remain not cured as of quarter end. The chart represents the percentage for each breach reason. There is also a chart that shows the trended volume by notice type, notices by region, and notices by contract type.
The complaint volumes for the current and prior quarters are presented. The table includes the number of complaints received, the number of complaints closed before a 1st notice is sent to the contracted party and the total number of complaints closed during the quarter. Formal notices are also shown by notice type.
The satisfaction survey results present data for the current and previous quarter broken by the total survey participants, the reporters, and the contracted party. The satisfaction measurement response combines “very satisfied” and “somewhat satisfied.” Every closed ticket provides an opportunity to both the reporter and the contracted party to voice their satisfaction with the overall compliance service. Survey calculations are based on the volume of responses. The survey response rate is less than 3 percent of closed tickets.
The registrar metrics are a quarter-over-quarter comparison showing the volume of received complaints by complaint type, the number of tickets closed before the 1st notice, and the number of tickets closed as an ICANN issue such as duplicate tickets or a notice sent in error. There is a chart showing turnaround time by process, as well as staff average turnaround time, with the data presented for the current and previous quarter. A series of charts shows the percentage of each closure reason for the top six complaint types.
The following are included in the registry metrics: the volume of received complaints by complaint type, the number of tickets closed before the 1st notice, and the volume of ICANN issues such as duplicate tickets or a notice sent in error. Two charts show the percentage by closure reason for the top four complaint types.
This report shows the percentage of unique (distinct) registrars that had complaints lodged against them in the last 13-month period. The percentage is calculated by dividing the total number of registrars in the given region, country, or territory by the number of unique registrars that had complaints. There are reports by ICANN Region and by the countries within each region.*
This report shows the percentage of unique registries that had complaints lodged against them in the last 13-month period. The percentage is calculated by dividing the total number of registries in the given region, country, or territory by the number of unique registries that had complaints. There are reports by ICANN Region and by the countries within each region.*
This report shows the distribution of complaint volume across the main ticket processing queues or notification cycles in the last 13-month period:
These reports show various views of Informal (non-enforcement) complaints – there are two sets of reports – one for registrars and one for registries:
These reports show various views of formal (enforcement) complaints:
This report shows all enforcements and their reasons with activity in the last 13-month period. There is a section for registrars followed by a section for registries. The report is sorted by registrar or registry. Within the information for each specific registrar/registry, enforcement reasons are grouped by their status (Not cured, Cured, Suspended, and Terminated).
This report shows complaint volume for the last 13-month period by TLD Round & ICANN Region (*). The region is determined from the registrar associated with the ticket.
This report shows the number of domains under management by TLD and ICANN region (*). The domain counts are for the end of the month, three months prior to the report date.
This report shows the number of domains carried by TLDs and is shown by TLD and month. The domain counts are for the end of the month, three months prior to the report date.
This report shows the number of domains under management by registrars, as of the end of the month, three months prior to the report date. There are separate reports for those registrars operating under the 2013 RAA and 2009 RAA.
* ICANN region is determined by the country or territory associated with the registrar or registry against which the complaint is logged. The country or territory is determined by querying the master list of registrars and registries, which is updated each month. A master list is also maintained which links countries with their ICANN region. To view ICANN GEOGRAPHICAL REGIONS Final Report by the Geographic Regions Review Working Group October 2015, go to: https://www.icann.org/en/system/files/files/geo-regions-wg-31oct15-en.pdf