Enquiry management (2020-2021)
Resolving enquiries is core to the Commission’s role in promoting and protecting the rights of registrants who use .nz authorised registrar services. The DNCL aims to resolve each enquiry in a fair and timely manner.
Enquiries in numbers:
1867 emails
574 phone calls
5,500 total chatbot questions
2,500 of these being able to be answered by
the chatbot without staff intervention.
Outbound action
240
calls related to 120 domain name holders whose registrar was being de-authorised and assisting with transfer options to another provider.
129
domain name holders assisted in regaining control of their domain names. They had lost control because their provider (a reseller) went into liquidation and had failed to register the domain names in the name of the domain name holders.
