NEN EN ISO/IEC 17021 : 2011

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Principles
   4.1 General
   4.2 Impartiality
   4.3 Competence
   4.4 Responsibility
   4.5 Openness
   4.6 Confidentiality
   4.7 Responsiveness to complaints
5 General requirements
   5.1 Legal and contractual matters
   5.2 Management of impartiality
   5.3 Liability and financing
6 Structural requirements
   6.1 Organizational structure and top management
   6.2 Committee for safeguarding impartiality
7 Resource requirements
   7.1 Competence of management and personnel
   7.2 Personnel involved in the certification activities
   7.3 Use of individual external auditors and external
        technical experts
   7.4 Personnel records
   7.5 Outsourcing
8 Information requirements
   8.1 Publicly accessible information
   8.2 Certification documents
   8.3 Directory of certified clients
   8.4 Reference to certification and use of marks
   8.5 Confidentiality
   8.6 Information exchange between a certification body
        and its clients
9 Process requirements
   9.1 General requirements
   9.2 Initial audit and certification
   9.3 Surveillance activities
   9.4 Recertification
   9.5 Special audits
   9.6 Suspending, withdrawing or reducing the scope of
        certification
   9.7 Appeals
   9.8 Complaints
   9.9 Records of applicants and clients
10 Management system requirements for certification bodies
   10.1 Options
   10.2 Option 1: Management system requirements in accordance
        with ISO 9001
   10.3 Option 2: General management system requirements
Bibliography

Defines principles and requirements for the competence, consistency and impartiality of the audit and certification of management systems of all types (e.g. quality management systems or environmental management systems) and for bodies providing these activities.