If you’ve ever gone through an accreditation audit, you know how quickly assessors zoom in on information control. They’ll ask, “How do you handle client data? What do you publish publicly? How do you ensure records stay current and secure?”
That’s because Clause 8 of ISO/IEC 17021-1 defines how a certification body communicates, protects, and manages every piece of information—internally, with clients, and with the public.
In my experience working with certification bodies under UKAS and JAS-ANZ, I’ve seen this clause make or break credibility. When information is inconsistent or unclear, even a strong audit program starts to look shaky.
This article breaks Clause 8 down step-by-step—so you can build a communication and information-management system that not only passes audits but strengthens your reputation for transparency and trust.
Understanding ISO/IEC 17021-1 Clause 8 – The Backbone of Communication & Records
Clause 8 is where everything about communication and information comes together. It’s the bridge between your internal operations and how the world sees your certification body.
In plain terms, it’s about:
Publishing accurate, up-to-date information.
Managing data responsibly and confidentially.
Communicating clearly with clients.
Keeping reliable records to prove it all happened.
Pro Tip: Think of this clause as your “information trust policy.” It’s not just compliance—it’s your promise of integrity to clients and regulators.
Common pitfall: Many CBs equate confidentiality with secrecy. Clause 8 doesn’t ask you to hide everything—it asks you to manage information responsibly, sharing what must be shared and protecting what must stay private.
Clause 8.1 – Public Information Requirements
Clause 8.1 is all about transparency. A certification body must make certain information publicly available—no exceptions.
Here’s what that includes:
Your certification process and scheme rules.
The stages of the audit and how certification decisions are made.
The status of each certification—active, suspended, or withdrawn.
One CB I helped created a simple “Certification Directory” page on their website. It listed client names, standards, and certificate validity. That small change earned immediate praise from accreditation assessors.
Pro Tip: Assign a specific person to review and update your public information every quarter. Consistency builds trust.
Common mistake: Out-of-date online directories. If a withdrawn certificate still appears as active, you risk a major finding.
Keywords: public information, certification status, ISO/IEC 17021-1 8.1
Clause 8.2 – Information Exchange Between the CB and Its Clients
This is where communication becomes formal and traceable. Every message that defines expectations, deliverables, or decisions must be documented.
Here’s what to have in place:
Written agreements that clearly outline rights, obligations, and fees.
Defined procedures for sending audit reports and corrective-action timelines.
A consistent communication trail from application to certificate issuance.
I once worked with a CB that cut 80 % of client disputes by introducing a “Client Information Pack.” It explained the audit process, conditions for certification, and suspension rules in plain English.
Pro Tip: Use standardized templates for proposals, audit plans, and client notifications. It makes your communication system auditable and professional.
Clause 8.3 – Confidentiality and Information Protection
This is where trust is earned. Clause 8.3 ensures that every bit of client data—whether it’s audit findings or contact details—is handled responsibly.
Here’s how to comply:
Have a documented Confidentiality Policy, signed by staff and contractors.
Implement digital access controls and secure file storage.
Require client consent before sharing any information externally (unless required by law or accreditation rules).
One CB I worked with integrated confidentiality declarations into every auditor’s contract—simple, but powerful evidence.
Pro Tip: Schedule annual IT security checks and access reviews. A clean digital audit trail impresses assessors and prevents data leaks.
Common pitfall: Forgetting that external auditors and consultants are bound by the same confidentiality obligations as employees.
Keywords: confidentiality, information security, ISO/IEC 17021-1 8.3
Clause 8.4 – Public Statements and Misuse of Certification
Clause 8.4 focuses on how clients use your certification name, mark, or logo. Misuse happens more often than you’d think—clients proudly display marks on non-certified products or claim “company-wide certification” when only one site is covered.
Your CB must:
Define clear rules for logo use and promotional statements.
Monitor misuse and act promptly when it occurs.
Withdraw or suspend certificates if misuse continues.
Example: A CB I supported created a one-page “Proper Use of Certification Marks” guide. It cut misuse cases by half within a year.
Pro Tip: Have someone in marketing or compliance review client websites annually. A simple online check can save you from serious nonconformities.
Clause 8.5 – Information Control, Documented Procedures & Record Retention
Clause 8.5 is about control—making sure every document and record in your system is managed properly.
Here’s the core checklist:
Maintain a document-control procedure that covers version control and approval.
Define retention periods for all certification-related records.
Protect both paper and digital files against unauthorized access, loss, or damage.
A CB I worked with shifted to a cloud-based record system with audit-trail tracking. During accreditation, assessors were able to access records instantly—and noted it as a best practice.
Pro Tip: Link your record-retention schedule to accreditation requirements and legal obligations. Delete or archive records only after the full retention cycle ends.
Keywords: record control, document management, ISO/IEC 17021-1 8.5
Integrating Clause 8 with Clauses 5–7 – Building a Transparent Management Framework
Clause 8 doesn’t operate in isolation. It ties directly to:
Clause 5 (Impartiality): your information management supports trust.
Clause 6 (Structure): your structure defines who controls communication.
Clause 7 (Competence): competent people manage and protect information.
Pro Tip: Create an “Information Management Index”—a table that maps each Clause 8 requirement to the corresponding document, form, or record. Assessors love it because it shows your system is traceable and deliberate.
Example: One CB used this index to guide their internal audits. It made cross-clause evaluations effortless and impressed accreditation reviewers.
Keywords: transparency, integrated management, information framework
FAQs – ISO/IEC 17021-1 Clause 8: Information Requirements
Q1:Do we have to list all clients publicly? Only those certified—along with the applicable standard and current certification status. Confidential clients can be listed upon request through your accreditation body.
Q2:How long should we retain audit records? Usually the entire certification cycle plus one full cycle (e.g., six years). Always confirm your accreditation body’s policy.
Q3:Can we email audit reports? Yes—if they’re transmitted securely (encrypted or through a password-protected platform) and your confidentiality procedures allow it.
Turning Information Integrity into Competitive Advantage
Clause 8 might sound administrative, but it’s actually strategic. It’s about credibility—showing clients, regulators, and accreditation bodies that your CB’s information is accurate, protected, and transparent.
Over the years, I’ve seen certification bodies transform their audit outcomes just by tightening communication and record control. The difference is night and day—clients feel safer, and assessors see a professional, well-run operation.
If you’re unsure how to align your communication, confidentiality, or record-management systems with Clause 8, we can help you build one that’s accreditation-ready.
[Schedule a consultation with QSE Academy’s ISO experts →] Let’s make your information system as trustworthy as your certificates.
Melissa Lavaro is a seasoned ISO consultant and an enthusiastic advocate for quality management standards. With a rich experience in conducting audits and providing consultancy services, Melissa specializes in helping organizations implement and adapt to ISO standards. Her passion for quality management is evident in her hands-on approach and deep understanding of the regulatory frameworks. Melissa’s expertise and energetic commitment make her a sought-after consultant, dedicated to elevating organizational compliance and performance through practical, insightful guidance.
