ICANN Ombuds Office opens consultation on updated framework and complaint-handling process

The Internet Corporation for Assigned Names and Numbers (ICANN) has opened a public comment period on a draft update to the ICANN Office of the Ombuds Framework and Process. The consultation, which opened on 23 December 2025, invites community feedback on proposed changes to how the Ombuds Office operates, including its role in conflict resolution, complaint handling, and accountability.

The draft framework sets out definitions, standards, and processes governing the Ombuds’ work. It clarifies the scope and responsibilities of the Office in relation to unfairness complaints, harassment complaints under the Community Anti-Harassment Policy, and reconsideration requests. It also outlines expected timelines, obligations for parties to respond to the Ombuds Office, and a formal channel for providing feedback or submitting complaints about the Ombuds Office itself.

According to ICANN, the revision is intended to reflect how the Ombuds Office has evolved since the current framework was approved in 2009. The update responds to emerging needs within the ICANN community, incorporates lessons from practice, and aligns the framework more closely with professional ombuds standards and international benchmarks. These include ISO standards on complaint handling, dispute resolution, and investigations, as well as the International Ombuds Association’s Code of Ethics.

The draft also addresses several recommendations from ICANN’s Accountability Work Stream 2 (WS2), including clearer distinctions between different categories of complaints, defined responsibilities to respond to the Ombuds, and more explicit timelines for handling cases. One notable change is the shift in terminology from ‘jurisdiction’ to ‘scope,’ reflecting the informal and facilitative nature of the Ombuds role.

Other proposed changes include clearer separation between informal conflict resolution processes, such as mediation, and more formal complaint-handling procedures where the Ombuds has a determinative role. The framework introduces a “first-level resolution” step for certain unfairness complaints, allowing issues to be addressed early without a full investigation where appropriate. It also proposes structured criteria for assessing fairness and expands transparency around Ombuds Office processes and outcomes.

The Ombuds Office has emphasised that the core role and mandate of the Ombuds, as defined in ICANN’s Bylaws, remain unchanged. These include resolving disputes, issuing reports or recommendations, and alerting the ICANN Board to serious breaches of administrative fairness.

The public comment period is open until 10 February 2026. After reviewing and addressing community input, the Ombuds Office plans to submit a final version of the framework to the ICANN Board for approval. If adopted, the updated framework will be published alongside explanatory materials such as process maps and visual guides.