RE: [registrars] Draft Registrant Complaint Form regarding XFERS

["Elana Broitman" <ebroitman@register.com>]

one more comment - there should be an opportunity for the registrar/reseller
about whom the complaint is filed to respond because often consumers
misunderstand domain name rules and complain about issues that do not
violate any rules.  Rob's and others' notes about confusion points out the
concern that we all have with potential confusion.

-----Original Message-----
From: Rob Hall [mailto:rob@momentous.ca]
Sent: Tuesday, November 20, 2001 11:51 AM
To: Michael D. Palage; registrars@dnso.org
Subject: RE: [registrars] Draft Registrant Complaint Form regarding
XFERS


A couple of points.

Whom is to fill out this form ?  If it is a registrar on behalf of the
consumer, then the language used in it is probably OK.

However, if we expect our customers to be able to fill it out, then I think
we need to use some different language and be clearer.  While we all may
know the terms slamming, and what we mean by hijacking, I think there needs
to be some clearer descriptions and instructions given to the end user.

As well, if it is the end user filling it out, we should write the questions
in the first person, ie: Did you authorize the domain transfer request ?

Are you the domain name holder (Registrant)?

If not, please explain your relationship to the holder of the domain name.

etc.  In general, just a modification to the questions so that consumers
will understand more readily.

I would also suggest that you stay away from the "apparent authority"
wording in any questions. We can't define it, and I am not sure how our
clients would.  Better to ask simpler questions, like "Did you authorize the
gaining registrar to transfer the domain to them ?" and "How did you
authorize this ?"

I am not sure why a fax method would be used ?  Why wouldn't we just put
this on our website as a form they could fill out and save it in a database
?  That way, we could pop up more information (or have links) explaining
some of the details behind this if they are confused.

I would also suggest adding a clear statement to the consumer that this form
is for statistical purposes only, and that the constituency is not
responsible to mediate nor resolve any disputes.  The last thing you want is
for consumers to think that the constituency will solve this individual
problem for them (but hopefully we can solve it on a larger scale for all of
them <grin>).

A great start Mike et al., and it will definately get us thinking.

Rob.


-----Original Message-----
From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
Behalf Of Michael D. Palage
Sent: Monday, November 19, 2001 11:45 PM
To: registrars@dnso.org
Subject: [registrars] Draft Registrant Complaint Form regarding XFERS
Importance: High


As previously discussed, the Registrar Executive Committee has discussed the
use of a consumer complaint document on the new registrar website to
document consumer problems with XFERs (denials, slamming and hijacking).
These forms will then be used as part of the consensus building process to
document the problem more clearly. These complaint forms will be forward to
the new efax account that the constituency has set up as part of our new
proactive steps to increase registrant confidence.

Please review this document, it is the intention of the Registrar Executive
Committee to translate this document into the following languages: Spanish;
German; Korean; French; and Japanese. The Registrar Constituency is also
considering other standard complaint forms regarding such issues as double
billing by losing registrars, after a domain name has been successfully
transferred away. This was one of the online comments during the Marina del
Rey meeting.

Best regards,

Michael D. Palage
on behalf of the Registrar Executive Committee