I have some concerns about the language and meaning of 7. 

CSC has an effective process for tracking complaints that have been escalated to PTI Management (Escalations), and CSC Members can be directly informed of individual complaints by email.

In accordance with the CSC Charter, the “… CSC may receive complaints from individual registry operators regarding the performance of the IANA Naming Function; however, the CSC will not become involved in a direct dispute between any registry operator and the IANA Functions Operator.

The CSC will review individual complaints with a view to identifying whether there are any patterns of poor performance by the IANA Functions Operator in responding to complaints of a similar nature…”

 

The CSC does not currently have a documented procedure for receiving complaints about IANA (PTI) from individual registry operators, but members of the CSC did acknowledge that on occasionthey individually received complaints from registry operators. CSC members generally inform each other when this occurs, but not in any formal way. It is recommended that this be remedied by publishing a procedure on the CSC webpage, along with an email address for submitting complaints. In the event that individual members or liaisons of the CSC receive individual complaints, they should encourage those making the complaint by doing so via the email address.

 

During the monthly meeting, the CSC asks PTI if there have been anyEscalations. That information is included in the CSC Monthly report.

 

In addition the CSC Webpage includes includes a link to general Customer IANA Service Complaint Resolution Process

 

Not achieved

Specifically The perceived meaning of the words “can” and “may” ... 
The CSC “May” recieve complaints because someone that has a complaint against PTI “May” also happen to send that complaint to one of the members. 
We are not meant to receive those complaints as part of the normal process for PTI service issues. So the use of the words “can be directly informed” is incorrect. We might be directly informed. 
The CSC charter excludes the CSC members from actioning any individual complaint. Our role is to give instructions to the complainant about how/where to send their complaint. 
We are also supposed to track individual complaints as PTI makes us aware of them, with an eye to systematic problems.
If this information doesn’t align with your understanding of our role we should discuss further. 
As it is currently written I think there is a misunderstanding of what CSC is supposed to do with complaints.
Thanks
Elaine 

On Tue, Nov 27, 2018 at 3:42 PM Martin Boyle via CSC-EffectivenessRT <csc-effectivenessrt@icann.org> wrote:
Sorry, just noticed that reply all dropped off the mailing list address, now remedied.

Martin Boyle 
Sent from my iPhone

Begin forwarded message:

From: "Martin Boyle" <martin.boyle.hertford@ntlworld.com>
Date: 27 November 2018 at 22:32:39 GMT
To: "'Austin, Donna'" <Donna.Austin@team.neustar>, "'Debbie Monahan'" <debbie@internetnz.net.nz>, "'Maria Otanes'" <maria.otanes@icann.org>
Subject: RE: [CSC-EffectivenessRT] FW:  Notes, updated version Schedule and Assessment Matrix

Hi all,

 

I’ve added some comments on Donna’s marked-up version.

 

Thanks

 

Martin

 

From: CSC-EffectivenessRT <csc-effectivenessrt-bounces@icann.org> On Behalf Of Austin, Donna via CSC-EffectivenessRT
Sent: 27 November 2018 19:23
To: Debbie Monahan <debbie@internetnz.net.nz>; Maria Otanes <maria.otanes@icann.org>


Cc: csc-effectivenessrt@icann.org
Subject: Re: [CSC-EffectivenessRT] FW: Notes, updated version Schedule and Assessment Matrix

 

Hi All

 

I’ve made some comments and changes.

 

Debbie, I’ve tried to address your issue re attendance of liaisons.

 

Donna

 

 

 

From: CSC-EffectivenessRT [mailto:csc-effectivenessrt-bounces@icann.org] On Behalf Of Debbie Monahan
Sent: Monday, November 26, 2018 10:49 PM
To: Maria Otanes <maria.otanes@icann.org>
Cc: csc-effectivenessrt@icann.org
Subject: Re: [CSC-EffectivenessRT] FW: Notes, updated version Schedule and Assessment Matrix

 

Hi Maria

 

My only comment was around whether we needed the metric around the liaisons as there isn’t a formal measure as such for them.  I was wondering if we added the comment about them to the one about the members.  Something like ‘it was noted that while there had been no issues with the attendance of members it had been noted that not all liaisons attended regularly.’  So essentially similar wording to what you had but as part of what is something that should be measured.

 

Cheers

Debbie 

 

On 27/11/2018, at 04:25, Maria Otanes <maria.otanes@icann.org> wrote:

 

Hello all,

 

In prep for Wednesday’s Effectiveness Review Team call, could you please provide any comments on the matrix if you have any?

 

Thanks,

Ria

 

From: CSC-EffectivenessRT <csc-effectivenessrt-bounces@icann.org> on behalf of Maria Otanes <maria.otanes@icann.org>
Date: Monday, November 19, 2018 at 3:18 PM
To: "csc-effectivenessrt@icann.org" <csc-effectivenessrt@icann.org>
Subject: [CSC-EffectivenessRT] FW: Notes, updated version Schedule and Assessment Matrix

 

Dear all,

 

Friendly reminder, please complete the Doodle poll if you haven’t done so already.

 

 

Please also let us know if you have any comments on the consolidated matrix attached.

 

Thanks,

Ria

 

From: CSC-EffectivenessRT <csc-effectivenessrt-bounces@icann.org> on behalf of Bart Boswinkel <bart.boswinkel@icann.org>
Date: Thursday, November 15, 2018 at 11:05 AM
To: "csc-effectivenessrt@icann.org" <csc-effectivenessrt@icann.org>
Subject: [CSC-EffectivenessRT] Notes, updated version Schedule and Assessment Matrix

 

Dear all,

Please find included: 

  • the notes from yesterday’s call.
  • the updated schedule ( includes a public comment period ending 8 February), and submission of final report by 25 February. There is a little slack ( explained in text) of 2 weeks, however note the Final report needs to be submitted by the Councils.
  • Updated version Assessment matrix. The changes have been highlighted in yellow

 

Staff will send out a Doodle poll for a call on Wednesday 29 November ( 18.00 or 19.00 UTC).

 

Please look at the updated Assessment Matrix and provide additional comments on-line over the next week. 

Please also provide comments/ feed-back on proposed outline for report (see below)

 

Draft Outline Report

  1. Executive Summary
  2. Introduction and reading guide 
    1. To include reference to need for review and potential overlap  with IFRT and Template for the review as adopted by ccNSO and GNSO
  1. Method of review ( refer to section in template) 
    1. Reference to Final Report CSC Charter review. This review builds on main (undisputed conclusions and findings) of the Charter review team.
    2. Introduce Assessment matrix i.e assessment of effectiveness of CSC by reference to activities listed in the charter.  
  1. Findings within scope 
    1. Assessment matrix
  1. Findings, if any outside of scope of this review
  2. Recommendations
  3. Description of process 

Annex A: template for review as adopted

Annex B: Members RT and liaisons

 

Kind regards,

Bart

 

 

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