Communication
Plain-language summary
Handling environmental information both ways — telling the right people inside and outside what they need to know, and properly receiving and responding to what comes in.
What the clause is really asking
Communication failures sit behind many environmental disputes. The clause requires you to plan internal and external environmental communication — what, when, with whom and how — ensure the information is consistent and reliable, and respond to relevant incoming communications. You must also communicate information required by your compliance obligations. The intent covers both directions, including community complaints and regulator reporting, not just broadcasting good news.
What auditors look for
Auditors ask for your communication plan and then test it: how a neighbour complaint was received, logged and answered; how required reports reach regulators on time; how internal results reach the floor. They check that external communication is consistent with internal records and that you can show you responded to relevant inbound communications.
Typical evidence
Communication plan or matrix (internal and external); complaint log with responses; regulatory submissions and correspondence; toolbox talk and noticeboard records; evidence information is consistent and reliable.
How to comply — recommendations
Map who you must communicate with, on what, when and how — staff, regulators, neighbours, customers. Keep a complaint log that records the issue and your response, and actually close the loop. Make sure any reporting your permits or laws require goes out on time. Keep external messages consistent with your internal data so you are never caught contradicting your own records.
Common nonconformities
No communication plan; complaints not logged or not responded to; required regulatory reports late or missing; external statements inconsistent with internal records; no process for incoming communications.
Related clauses
ISO 9001 7.4; ISO 45001 7.4
Qlause provides interpretive guidance only and is not a substitute for the standard. Refer to your licensed copy of the relevant standard for the authoritative text.