Updated ICANN Ombuds Framework and Process: Community Feedback Now Open

ICANN’s Office of the Ombuds has opened a public comment period to gather community input on an updated Framework and Process document. This draft defines how the Ombuds Office operates, including its role, scope, and responsibilities, as well as the procedures it follows when addressing concerns raised by community members. The document is intended to clearly explain how issues are received, reviewed, and addressed within ICANN’s multistakeholder environment.

The proposed update reflects how the Ombuds Office has evolved over time and seeks to improve clarity, consistency, and transparency. It incorporates outcomes and recommendations from ICANN’s Accountability Work Stream 2, ensuring that expectations around interactions with the Ombuds Office are clearly articulated and aligned with recognized professional standards.

Key Elements of the Updated Framework

The revised Framework and Process explains how different types of matters are handled, including complaints related to unfair treatment, issues covered by the Community Anti-Harassment Policy, and other concerns that may be brought to the Ombuds Office. It describes informal resolution tools such as facilitation and mediation, while also outlining when more structured handling is appropriate.

One notable change in the draft is the shift from using the term “jurisdiction” to “scope,” emphasizing the Ombuds Office’s neutral and facilitative function rather than an adjudicative role. The update also introduces a first-level resolution approach designed to address certain matters early, helping to resolve issues efficiently when a full review is not required.

Timeline and Next Steps

The public comment period for the updated Framework and Process opened on 23 December 2025 and will remain open until 10 February 2026. During this time, members of the ICANN community are encouraged to review the draft and share feedback based on their experience and expectations of the Ombuds Office.

After the comment period closes, all submissions will be reviewed and considered. The Office of the Ombuds plans to finalize the Framework and Process and submit it to the ICANN Board for consideration. Once approved, the final document is expected to be published together with supporting explanatory materials to help community members better understand how the process works in practice.

Why the Update Matters

A clearly defined and transparent Ombuds framework is a key element of accountability within ICANN. By setting out how concerns are handled and what community members can expect when engaging with the Ombuds Office, the updated Framework aims to strengthen trust and fairness across the organization.

The consultation underscores the Ombuds Office’s role as an independent, neutral resource focused on resolving issues and improving understanding, rather than creating policy or enforcing decisions. As ICANN’s ecosystem continues to grow in complexity, having a well-documented and community-informed process is essential for maintaining confidence in its accountability mechanisms.