Customer Service Complaint Resolution Process
We strive to provide a good service that meets our customer’s expectations. If you experience an issue with our delivery of the IANA functions, we encourage you to report it to us using this complaint resolution process. In particular, we encourage you to use this process if you feel we have been too slow, made a mistake or you have suffered from bias.
Who can use the process?
This process is open to anyone using the IANA Functions. The functions include:
- Protocol Parameters management, including the management of the .ARPA TLD
- Root Zone Management
- Root DNS Key Signing Key Management
- Internet Number Resources Allocation
- Management of the .INT TLD
What do you need to do?
To raise a concern, please fill out this form.
What information do we need from you?
In addition to providing information that will help us find and research your request, please provide any other information, including suggestions as to how you believe we can help you address your concerns.
What is the expected time line?
We will acknowledge receipt of your complaint within a business day and will provide a substantive response within two business days. We will try to resolve your complaint as soon as possible.
Is there another resolution process?
If you are not satisfied with the resolution of your complaint, we will provide you with information on how to further escalate to our management. Escalation requests can be sent by email to escalation@iana.org.
Summaries of escalated complaints relating to our naming functions are also reported to the Customer Standing Committee (CSC). While the CSC isn’t involved in addressing individual complaints, this data helps them study patterns to ensure there are no systemic performance problems.
ICANN’s Ombudsman is also available to help resolve problems using alternative dispute resolution techniques.