Information for the complainant
If you want to inform us about an abuse case, you can contact us sending an email to email@example.com. In order to be able to act carefully and faster, we need you to send us the fraudulent domain name and the reasons why you consider the domain fraudulent. Some examples of abuse could be:
- Fraudulent webshop selling fake products
- Content not allowed
Be sure to send a clear report and include all your contact details in your e-mail.
It is very important that you keep in mind that we are the domain registrar but we are not responsible for the content of the domain, since we do not offer hosting or email. This means that we are not in a position to judge the content or forced to suspend, delete or transfer a domain.
For this reason, our normal procedure is to inform the domain reseller and forward the complaint. They, in contact with the owner of the domain, will decide to investigate, suspend, solve the abuse or delete the domain.If after contacting us you see that the problem is still there, what you should do is to request a formal complaint to ICANN (https://www.icann.org/en/compliance/complaint) or WIPO (http://www.wipo.int/portal/en/index.html). Only with a formal resolution can we delete or transfer a domain.
Requirements for sending an abuse complain to firstname.lastname@example.org are:
1. Complain should only be send to email@example.com
2. Domain names should be written in plain text "without spaces"
3. Attachments like PDF / DOCX / CSV are not accepted and will slow down your abuse complain.
4. For each new abuse request you should make a new ticket (Do not reply on existing tickets).
Information for the reseller
When we receive a complaint, we forward it to the reseller and mark the domain as "abusive". We will send an e-mail to the reseller informing him about the complaint. This e-mail contains a deadline.
Normally the reseller has 5 days to resolve the issue and provide a response using the control panel. This time frame can be different in specific cases. The response should clearly state how the issue was cured and how future abuse will be prevented. Or, if the complaint was invalid, it should clearly explain why the complaint is incorrect.
Be sure to submit a response before the deadline. Lack of response may cause the domain to be suspended - the domain is then inactive. If a domain is suspended, the reseller will be informed by another email. At any time, the reseller can remove the suspension of the domain from the control panel.
Openprovider has the following options:
- Only notify: no follow-up action will be scheduled. For example, a question to remove specific information from a larger website or malware distributed through a sub domain.
- Suspend domain: when the deadline passes without response, the domain will be inactivated. Website, e-mail and other services will stop functioning. The reseller can easily unsuspend a domain by providing a valid response through the control panel.
- Delete domain: in rare circumstances, we may be required to delete a domain name from the registry.