- 8.1 ISO 17021-1
What is enough to achieve the requirement, “available without request” (For example the certification process, complaint process, etc.)
- A brochure sent as soon as someone requests it after contact by phone.
- A brochure sent out after contact by phone where information on the public website informs that this is the process.
- Information is on a public website, but cannot be found with the search function on the website (for example, in the “Terms and conditions“ as a pdf on the website).
- The brochure / information is on a public website easily found.
March 2019
According to ISO/IEC 17021-1 Standard, clause 8.1.1, specific information shall be made public without request. This practically implies that direct access to the mentioned information or provision of information on the process to gain access to it, shall be made available to the public. Any means that facilitate access to the required information should be considered as sufficient.
With regard to the examples in the question, a. and b. are not “without request” and so would not comply with the standard. c. and d. would be acceptable.
However, accredited CABs should be encouraged to utilise the most user-friendly tools for providing access to the specified information to any interested party.