Anyone interested in applying for a new gTLD may have come into contact with ICANN’s Customer Service Portal. Launched last November, it is the only way of submitting a query to ICANN staff on the new gTLD programme. We have sent many questions through the portal for our clients, some seeking clarification on the fine detail of the application process others on substantial points. Unfortunately we have been so underwhelmed by the experience that we would be hard pressed to award more than 3/10 to ICANN for its efforts.

“Should have done better” is our verdict. Can you imagine how frustrating it is to ask a question about a requirement in the Applicant Guidebook where the drafting is unclear only to be told that the answer is stated in the Guidebook? Furthermore, the customer service staff seen unable to respond in a timely fashion: some of our queries have lain unanswered for two or three weeks.

Whilst we are having a moan, we might as well mention that the library of documents that ICANN promised it would provide within the portal is lamentably inadequate. On the rare occasion that a document is helpful, its presentation leaves much to be desired. Documents are not indexed to a system that we recognise, there are many duplicates and it is not possible to sort the hundreds of documents by date so you might miss the latest update.

Of course it is easy to throw rocks and ICANN is a soft target. We acknowledge that the customer service centre is probably being inundated with questions, but ICANN has had nearly five years to get ready for the launch of the new gTLDs.

With a new gTLD application representing a significant financial investment by any applicant, ICANN really must try harder to make sure that the application policies, rules and requirements are clear for all. Let’s hope that this is simply teething trouble, not a precursor to trouble ahead.