ENUM - FAQ - FAQs Complaints and disputes

FAQs Complaints and disputes

Frequently asked questions about complaints and disputes

1. What can you do if someone else registers an ENUM domain name based on your phone number?
2. If it comes to a number holder's attention that there is an ENUM registration based on a phone number held by that holder, which the ENUM registrant is no longer entitled to use, what can the holder do?
3. What can you do if an ENUM registration does not meet the technical requirements (e.g. if a NAPTR record is set up by a registrant who is not entitled to do so)?
4. What can you do if a validation finding is incorrect?
   

1. What can you do if someone else registers an ENUM domain name based on your phone number?
You can either (1) apply to register the number for ENUM yourself, or (2) ask to have the existing ENUM registration cancelled.

For option (1), the procedure is as follows:

1. Follow the normal ENUM registration procedure, including the validation process, in full.
2. Once the application has been validated, the registrar will submit the application to ENUM NL. Since the number has already been registered for ENUM, ENUM NL will then inform the existing registrar.
3. If the existing registrant believes that he or she is in fact still entitled to use the number, he/she can object to cancellation of his/her registration. An objection has to be made through the existing registrar within five working days.
4. If no objection is made, or if consent is given to the re-registration, the existing registration is cancelled and your application can be actioned.
5. If an objection is made, ENUM NL will investigate to establish who the rightful number subscriber is.
   

For option (2), the procedure is as follows:

1. Contact the administrative contact person for the ENUM registration and explain the situation. Give this party sufficient time to look into the matter and cancel the registration.
2. If the administrative contact person does not cancel the registration, refer the dispute to ENUM NL, giving the following information:
   - The basis on which you claim to be entitled to use of the disputed phone number
   - Why you believe the existing registrant is not entitled to use the disputed phone number
   - How and when the administrative contact person for the ENUM registration was asked to cancel the registration. 
3. ENUM NL will consider the information you have provided, with a view to establishing whether your objection appears to be justified.
4. If ENUM NL decides that your objection does appear to be justified, ENUM NL will contact the registrant's registrar to ask for a response and, if appropriate, for evidence to support the registrant's claim to the number.
5. If no good evidence to support the registrant's claim to the number is forthcoming, ENUM NL will cancel the registration.
6. To prevent this procedure being used to re-register a number without going through the procedure described for option 1, a number whose registration has been cancelled on the basis of an objection is excluded from normal re-registration for six months. During this period, the number can be re-registered only on payment of a special surcharge, as detailed in the list of fees and charges published at www.enum.nl.

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2. If it comes to a number holder's attention that there is an ENUM registration based on a phone number held by that holder, which the ENUM registrant is no longer entitled to use, what can the holder do?

Procedure:
The number holder should inform ENUM NL, which will cancel the registration without instituting further investigations. Under such circumstances, the number holder is expected to accept responsibility for the accuracy of the information provided to ENUM NL and to indemnify ENUM NL in writing against any damages resulting from cancellation of the registration. The number holder must also agree to pay the registry a charge, as specified in the list of fees and charges published at www.enum.nl, if it subsequently proves that the cancellation was requested in error.
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3. What can you do if an ENUM registration does not meet the technical requirements (e.g. if a NAPTR record is set up by a registrant who is not entitled to do so)?
This procedure described below may be followed by a legal or natural person whose interests are directly affected by the non-compliance of an ENUM registration with the technical requirements.

Procedure:

1. The complainant should inform the registrar that manages the relevant ENUM registration that it does not meet the technical requirements, providing details; the registrar should be asked to rectify the situation within five working days.
2. If the situation is not rectified within five working days, the complainant should refer the matter to ENUM NL, giving the following information:
   - In what respect the technical requirements are not met
   - How the complainant's interests are affected
   - How and when the registrar that manages the ENUM registration was asked to rectify the situation and, if applicable, when and how the registrar responded
3. ENUM NL will consider the information provided by the complainant, with a view to establishing whether the complaint appears to be justified.
4. If ENUM NL decides that the complaint does appear to be justified, ENUM NL will contact the registrar to ask for a response and, if appropriate, for evidence to support any claim that the requirements are being met.
5. If no good evidence is forthcoming to support a claim that the requirements are being met, the registrant will be given a final opportunity to modify the registration. If this is not done, ENUM NL will cancel the registration.

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4. What can you do if a validation finding is incorrect?
Any party with a legitimate interest (number subscriber, number holder, validation agent, registrar or ENUM NL) may submit a written complaint, complete with supporting information, to ENUM NL if he or she believes that a validation method being used by a validation agent is not reliable.
ENUM NL will investigate such complaints and, after giving the relevant validation agent the opportunity to respond, will decide whether the validation method may remain in use.
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