ICANN have appointed Krista Papac, currently Director of Registry Services and Engagement for ICANN‘s Global Domains Division, as ICANN‘s Complaints Officer.
“The Complaints Officer is an important new function within ICANN to help improve the ICANN organization,” said CEO Göran Marby. “Krista is a long-time contributor to the ICANN organization and multistakeholder community. She is widely respected by her colleagues across the organization and has built extensive relationships with members of the community. I could not be happier with a candidate to fill this important role.”
The Complaints Office will provide a centralized mechanism to track complaints received about the ICANN organization and is an additional way for the ICANN organization to be accountable for and transparent about its performance. The Complaints Officer will work with ICANN‘s various internal complaints processes to assist improvements and collect data about complaints received across the organization. The Complaints Officer will help ensure that any complaints about systemic issues or concerns about the organization are heard, reviewed, analyzed and resolved as openly as appropriate.
ICANN receives complaints through the Ombudsman, Reconsideration Requests and Independent Review Process filings and through various ICANN functions such as Contractual Compliance. All of these mechanisms and functions will remain the same and are not affected by this additional accountability process.
“I am honored to take on this new role for ICANN,” said Krista. “My goal is to help build this new avenue for the community to have their voices heard. As the Complaints Officer, I can help give the organization better visibility into any possible systemic issues that may exist now or in the future, so we can proactively consider improvements.”
The Complaints Officer will report directly to John Jeffrey, ICANN‘s General Counsel and Secretary. Krista will be transitioning away from her Global Domains Division role in the coming weeks, and will begin to build out the Complaints office.
Krista Papac is a seasoned executive with over 15 years of experience in the domain name industry holding a variety of roles including executive leadership and management, strategic planning, business process development, and business development with a number of companies, including ARI Registry Services, now part of Neustar.
Krista joined ICANN in May 2013 as the Director of Registry Services & Engagement. During this time, she built a global team of relationship and service development experts by putting people, process and infrastructure in place to support the growth of the gTLD marketplace.