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Effective Communication in ISO 9001, 14001, and 45001: Clause 7.4 Explained

Writer's picture: Pierre VenterPierre Venter
Effective communication is crucial for organizations implementing an ISO Management System. Clause 7.4 outlines key requirements to ensure that relevant information is communicated efficiently both internally and externally. In this blog, we will explore the specific requirements of Clause 7.4 and provide practical insights into how organizations can demonstrate compliance.


Key Requirements of Clause 7.4 – Communication

Clause 7.4 in ISO 9001, ISO 14001, and ISO 45001 requires organizations to establish, implement, and maintain processes for internal and external communication relevant to the management system. The requirements focus on:


1. What to Communicate

Organizations must define the type of information that needs to be communicated. This may include:

  • ISO 9001: Quality policies, objectives, product specifications, customer feedback, nonconformities, and corrective actions.

  • ISO 14001: Environmental policies, legal and regulatory requirements, significant environmental aspects, and emergency response plans.

  • ISO 45001: Health and safety risks, incidents, emergency procedures, compliance obligations, and worker participation initiatives.


2. When to Communicate

The timing of communication depends on operational needs, regulatory requirements, and risk management. Examples include:

  • Quality inspections and audit findings communicated immediately to responsible teams.

  • Environmental incident reports shared promptly to mitigate impact.

  • Health and safety hazard alerts issued before work begins.

  • Annual performance reviews of quality, environmental, and safety goals.


3. With Whom to Communicate

Organizations need to identify their communication audiences, which include:

  • Internal stakeholders: Employees, management, and contractors.

  • External stakeholders: Customers, regulatory bodies, suppliers, emergency responders, and local communities.


4. How to Communicate

Different communication methods can be used, depending on the audience and urgency:

  • Meetings, toolbox talks, and briefings.

  • Emails, newsletters, and memos.

  • Displayed posters and noticeboards.

  • Training sessions and workshops.

  • Digital platforms such as intranet portals or ISO Management Software like ISOMS.


5. Who Communicates

The responsibility for communication should be clearly assigned:

  • Management is responsible for strategic and policy-related communication.

  • Supervisors ensure operational updates reach employees.

  • SHEQ (Safety, Health, Environment, and Quality) officers communicate compliance obligations.

  • Employees report incidents, hazards, and nonconformities.


Evidence to Retain for Compliance

To demonstrate adherence to Clause 7.4, organizations should retain documented evidence such as:

  • Communication policies and procedures.

  • Meeting minutes and attendance registers.

  • Emails and notices sent to relevant stakeholders.

  • Toolbox talk records and training attendance sheets.

  • Incident and nonconformance reports.

  • Screenshots of digital communication platforms.


Practical Examples

Example 1: Quality (ISO 9001)

A manufacturing company communicates product quality requirements through work instructions and process sheets. If a defect is identified, an internal nonconformance report is generated and shared with the quality team.


Example 2: Environmental (ISO 14001)

A mining company identifies a high-risk environmental impact related to water usage. They communicate water conservation policies through awareness campaigns and digital dashboards.


Example 3: Health & Safety (ISO 45001)

A construction firm holds daily toolbox talks on-site, focusing on workplace hazards. Records of these talks, including attendance, are kept for audit purposes.


Download Your Free Communication Matrix!

To help you implement effective communication processes, we have prepared a free downloadable Communication Matrix. This tool will assist in defining who communicates what, when, how, and to whom, ensuring compliance with ISO 9001, 14001, and 45001.

By ensuring structured and effective communication, organizations can enhance compliance, reduce risks, and improve overall performance in quality, environmental, and occupational health & safety management.

For further guidance or assistance with ISO management system implementation, feel free to reach out!



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