Happy New Year 2026: Ombuds Office Updates on Survey and Public Comment

Happy New Year to everyone in the ICANN community! My first blog of 2026 covers two topics: the ICANN Office of the Ombuds 2025 Baseline Survey Report and Action Plan, and the in-progress Public Comment Proceeding on the Office Ombuds Framework and Process.

Baseline Survey Report and Action Plan

Back in October, I published the ICANN Office of the Ombuds 2025 Baseline Survey Report and Action Plan. Thank you to everyone who gave their time to respond to the survey and particpate in interviews. The data I've collected has helped me establish a baseline for how the Ombuds Office is perceived by the ICANN community.

Over the last year, 80 percent of those who contacted the Ombuds Office would recommend the Office to someone else. This is a bright spot to build on, and in 2026 I'll be seeking client feedback via a structured process to get specific input for continual improvement of the Ombuds Office's services.

At the other end of the scale, only 40% of respondents feel that the Ombuds Office operates independently from other parts of ICANN. This means I need to improve communication on this aspect of the Office. Specifically, I need to make clearer that while the Ombuds Office reports to the ICANN Board for oversight and performance management, the Ombuds neither reports on nor involves the Board in individual cases.

I encourage community members to read the full Report and Action Plan and share any additional feedback with the Ombuds Office.

Public Comment Proceeding on the Ombuds Office Framework and Process

As you will see from the Action Plan, I recognize how important it is to make the Ombuds Office processes clear and accessible to community members.

I am, therefore, very pleased that the revised ICANN Ombuds Office Framework and Process is out for Public Comment. This document clarifies what community members can expect from the Office and what the Ombuds can and cannot do. It also updates the current Ombuds Framework, which was published in 2009.

In revising the framework and clarifying the process, I have sought input from different stakeholders within ICANN and drawn on my own growing knowledge of how ICANN operates and how the Ombuds Office has evolved. I have also looked externally, benchmarking against International Standards Organization (ISO) standards for complaint handling and investigation, and consulting my network of Ombuds serving global and multilateral organizations to align with good practices within the sector.

Community input is essential to ensure the Ombuds Office serves and meets the needs of the community as is called for in the ICANN Bylaws. As such, I encourage ICANN community members to engage with the Public Comment process. I have a great respect for ICANN's Public Comment process and I know that your input will help strengthen the framework and process.

The Public Comment period is open until 10 February 2026.

Please let me know if you have questions or feedback. I would love to hear from you: [email protected]or [email protected].

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