ISO 18788 Clause 7.4.4 focuses on the communication of complaint and grievance procedures within the Security Operations Management System (SOMS). This clause emphasizes the importance of making these procedures accessible and transparent to both internal and external stakeholders. Here are the key elements of this clause:
Clause 7.4.4 - Communicating Complaint and Grievance Procedures:
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Communication to Stakeholders: The organization is required to communicate its complaint and grievance procedures to both internal and external stakeholders. This ensures that individuals and entities interacting with the organization are aware of how to raise concerns or issues.
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Public Availability: The procedures should be made publicly available, preferably on a website. This approach makes it easier for stakeholders to access the information they need to file complaints or grievances.
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Minimizing Obstacles: The organization should take steps to minimize obstacles to access these procedures. This includes considering factors such as language barriers, educational levels, and fears of reprisal. The goal is to ensure that anyone, regardless of their background or circumstances, can easily use the complaint and grievance mechanisms.
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Confidentiality and Privacy: The procedures should take into account the need for confidentiality and privacy. Stakeholders should feel comfortable using the mechanisms without concerns about their information being disclosed without their consent.
In summary, Clause 7.4.4 underscores the importance of transparent communication regarding complaint and grievance procedures. Making these procedures publicly available and accessible to all stakeholders, while addressing language and privacy concerns, contributes to the effectiveness of the SOMS and the organization's commitment to addressing concerns and issues raised by stakeholders.
