A complaint (also known as an abuse report) is the result of the action that is taken by an email receiver when they indicate that a message is spam or junk. The complaint is then sent on as part of a feedback loop (FBL). Most major ISPs offer feedback loops as a free service, which sends a copy of the complaint back to the sender.
Complaints are usually sent in a machine-readable format that is called Abuse Reporting Format that redacts some personally identifiable information. You should process these reports promptly and remove the complainants immediately.
The number of complaints that are generated by an IP address is given great weight by receivers. After a specific threshold is triggered, ISPs respond in any of the following ways:
- Hard blocking from that IP address
ISPs do review their complaint thresholds, which are part of their spam filtering metrics. Complaint thresholds vary from ISP to ISP and from sender to sender. A good reputation allows slightly more forgiveness than a poor reputation. However, keeping complaints as low as possible is the best practice.
How does Acoustic Campaign handle FBLs?
After a complaint (abuse report) is received, Acoustic Campaign takes the following actions:
- Processes the complaint.
- Updates the product reports to show the incidence of the complaint for the appropriate email.
- Adds the complainant to the client's suppression list.
Acoustic Campaign participates in FBLs with the following ISPs:
- Rackspace (formerly Mailtrust)
- RoadRunner/Time Warner Cable
For more information, see the following web pages: