Abuse report

  1. General information
  2. Before to start
  3. How to write
  4. The abuse desk


1. General information

Every news server has got a set of rules that every client must follow using that hosts. The document that collects all these rules is usually called Acceptable Using Policy (AUP) or Policy. Although many rules are the same for all servers, every host adopts its own policy : a lot of details may differ and some facts could be divergently considered by different sites. The Aioe.org policy is clearly explained in our acceptable user policy.
When an user sends an article that infringes the server’s policy, those who are annoyed should send a complaint to the competent Abuse Desk which is pointed by the value of X-Complaint-To header. Every USENET article includes this header in order to allow the people to know where they have to send their complaints against that message. In the following example, the right address for the complaints is abuse@aioe.org as shown in the line 14.


01 Path: aioe.org!not-for-mail
02 From: aioe <estasi@aioe.org>
03 Newsgroups: aioe.news.helpdesk
04 Subject: Re: error 441
05 Date: Sun, 08 Jan 2006 08:50:58 +0100
06 Organization: Aioe.org
07 Lines: 32
08 Message-ID: <pan.2006.>
09 References: <3c325dbb347032eefe8ee48c64fa471d$1@news.aioe.org>
10 NNTP-Posting-Host: bixaYxgyfxJEMLsbI3A5jg.user.domitilla.aioe.org
11 Mime-Version: 1.0
12 Content-Type: text/plain; charset=ISO-8859-1
13 Content-Transfer-Encoding: 8bit
14 X-Complaints-To: abuse@aioe.org
15 User-Agent: Pan/ 
16 Xref: aioe.org aioe.news.helpdesk:70
The email address provided by the X-Complaint-To header is the only one place where the clients should send their complaints. The use of every other contact is considered a quite rude behaviour.


2. Before to start

Before starting to write a complaint against a message, everybody should collect all data that are needed by the Abuse Desk for processing your request.
USENET speaks in english. Every protest written in a different language will be trashed because the Abuse Desk can’t understand its content.
Every USENET post has got an univocal identifier stored in the argument of the Message-ID header. Although it looks like an email address (see the example above, line 8), it’s only a set of characters that exactly identifies each article. Every complaint must include the full Message-ID of every message involved in the protest. Without the Message-ID, the Abuse Desk can’t discover which user has sent that article and this makes impossible to stop him. When many articles are involved in an abuse, their Message-IDs must be collected in a single complaint and each of them has to be reported only once to the Abuse Desk. In most cases, the Abuse Desk needs to get in touch with those people who’ve sent a complaint. Sometimes some guys send forged protests in order to convince us to kick out somebody without valid grounds and for this reason it’s often opportune that the Abuse Desk makes some verifications before putting into practice some decisions. A lot of complaints lacks of those essential information that the Abuse Desk needs to stop the noise and only the person who has sent the protest is able to detect them : every day several thousands of articles are sent by the our clients through this host and we can’t scan them by hands searching for supposed abuses. In order to allow the Abuse Desk to contact the author of each complaint, every protest has to come from a valid email address and those who write to an Abuse Desk should quickly reply if extra information are requested.


Every complaint must include a valid sender’s email address and the Message-ID of each article that is reported as abusive.
All the anonymous protests are trashed because the Abuse Desk is not able to verify them.


3. How to write

Every complaint must include three mandatory contents :

  1. A valid sender’s email address
  2. The full list of all Message-IDs involved in the protest
  3. The reason of your complaint

In order to allow the Abuse Desk to properly satisfy the protesters, those who write a complaint should remember to explain which is the supposed abuse. Under many points of view, the motives are the most important content in a protest because the Abuse Desk can’t determine the right measures to take while the sort of abuse is unknown. Usually, the most common kinds of net-abuses are identified by common terms like morphing or fake or also troll but their usage it’s not mandatory. Those who exactly know their meanings and are able to properly adoperate them should make use of those specific terms but it’s much better a longer and more detailed description than a single incorrect word. Everybody should also remember to carefully verify all those information that are included in the protest.


Writing a complaint, it’s better to avoid unknown terms and unverified information.


4. The abuse desk

After writing a complaint, it must be sent to abuse@aioe.org which is the only email addresses that handles protests from users for articles posted through aioe.org servers. Every attempt to send a complaint in different place will be silently trashed. If the offending message is written in a language different from Italian and English, it must be translated.
After receiving a complaint, the Abuse Desk investigates. This may require some time, probably about a day. Since Aioe.org doesn't requires any kind of authentication, the Abuse Desk can't simply ban an user because users don't exist here. At the same time, the Abuse Desk is able to prevent a single IP address, a set of IP addresses or all clients from posting in a specific group. Since clients often change their current IP address, a ban against a single IP address is probably useless. A larger ban requires some time because it's needed to calculate which IP addresses have to be banned.


The Abuse Desk usually doesn't reply to complaints. Those who wish to know which measures were taken against the author of an abuse by the Abuse Desk must explicitly ask for a reply in their complaints.