The Code of Conduct for DNS BE Agents

Together with a study group of agent representatives DNS has written a code of conduct, which it intends to present to all its agents for endorsement. This code contains a number of principles designed to protect the interests of the end user. All agents who endorse the code will be required to adhere to these principles. Breaches of the code will be dealt with under a specific complaints procedure.

Which rules of conduct does the code contain?

In the first instance the principles in the code are designed to strengthen the position of the end user. For example, the agent is not entitled to represent himself as holder of the domain name instead of the client, he is required to confirm the client's order, to lend the client technical assistance, and to give contact details through which the client has recourse to a complaints procedure.

In addition, agents are expected to make a special effort in terms of commercial and privacy policy. At all times, therefore, a clear indication should be given as to which services are offered at which rates, and in which way these services are packaged. Where privacy is concerned the code contains specific provisions to discourage 'spamming'.

The full text of the code is available here. An overview of the basic principles that need to be upheld by the subscribing registrars can be found here.

To which agents does the code apply, and how can they be recognised?

DNS will present the code to all its agents, but only those who formally accept it will be bound to adhere to its terms.

DNS will give these agents the right to use a specific logo on their website, letterheads, etc.

You can find a list of agents who have already endorsed the code here. Please remember that more agents may yet endorse the code, and that this list will be regularly updated.

How are complaints reported and assessed?

In the first instance we expect the code to have a preventive effect. However, we cannot rule out the possibility that certain infringements will occur. We have developed a complaints procedure to enable us to take action in such cases.

Complaints can be submitted to DNS, which will take on a secretarial role in this respect. A special complaints commission consisting of DNS agent representatives will make a final assessment of the complaint.

After a thorough evaluation the complaint will be either sustained or rejected, and sanctions may be applied to any agent found at fault.

You can find a full summary of the rules and procedures here.

Overview of filed complaint cases

Click here to get an overview of the cases that have been introduced so far and to learn about the follow up that was given.