TECHNICAL ISO/IEC REPORT TR 17028 First edition 2017-06 Conformity assessment Guidelines and examples of a certification scheme for services Evaluation de la conformité Lignes directrices et exemples d'un schéma de certification pour les services Reference number IEC IS0/IEC TR17028:2017(E) os1 International Organization for Standardization F STANDARDIZATION C1 5956617 @IS0/IEC 2017 mitted without license from IHS IS0/IEC TR 17028:2017(E) COPYRIGHT PROTECTED DOCUMENT IS0/IEC 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org Licensee-ZHEJIANG INST.OF STANDRJSQ/6NEC7 - All rights reserved networking permited without license from IHS IS0/IEC TR 17028:2017(E) Contents Page Foreword ..V Introduction. ..vi 1 Scope. 2 Normative references 3 Terms and definitions ..1 4 Fundamentals of certification of services ..2 4.1 General .2 4.2 Functional approach .2 5 Development and management of certification schemes for services. .3 5.1 General .3 5.2 Scheme owner. .3 5.3 Stakeholder engagement. .4 5.4 Scheme management. b 5.4.1 Schemedocumentation 4 5.4.2 Reportingtotheschemeowner .5 5.4.3 Subcontracting of the administration of the scheme .5 5.4.4 Marketing. .5 5.4.5 Fraudulent claim of certification 5 5.4.6 Complaints and appeals. .5 6 Content of a certification scheme for services .5 6.1 General .5 6.2 Scope of the scheme. .5 6.3 Elements of a certification scheme .5 6.4 Selection elements in the scheme 7 6.4.1 Certification requirements. 6.4.2 Sampling. 7 6.4.3 Acceptance of conformity assessment results .8 6.4.4 Selection of evaluation activities. ..8 6.4.5 Outsourcing of the conformity assessment activities .9 6.5 Certification process .9 6.5.1 Certification phases. 9 6.5.2 Application for certification and the certification agreement .9 6.5.3 Evaluation. .9 6.6 Attestation. 10 6.7 Licensing the use of certificates and marks of conformity 10 6.7.1 Licensing and control of the mark. 10 6.7.2 Mark of conformity .10 6.7.3 Misuse of the mark ..10 6.8 Surveillance ..11 6.9 Changes affecting certification. .11 6.9.1 Changes in specified requirements ..11 6.9.2 Other changes to the scheme .11 6.9.3 Review of scheme operation. ..11 Annex A (informative) Examples of certification schemes for services ..12 Annex B (informative) Example of information provided with an application for service certification. ..24 Annex C (informative) Example of contents of a certification agreement ..25 Annex D (informative) Example of information to be included in certification documentation...27 Annex E (informative) Example of contents of a licensing agreement for the use of a certificateandmarkofconformity .28 ntemaionalanzonEG2017Allrighsred ii icensee=ZHEJIANG INST OF STANDARDIZATION C1 5956617 with ISt ed without license from IHS