ISO 42001 A.8.3: Providing Customer Information for AI Systems
A.8.3 requires organizations to equip customers and users with comprehensive information about AI system capabilities, limitations, and safe usage practices. This control ensures transparency and accountability while reducing misuse risks. Proper implementation builds customer trust and demonstrates AI governance maturity.
What this means
This control mandates that your organization transparently communicate how AI systems function and how users should interact with them. You must document and provide customers with information covering: the system's core capabilities and technical boundaries, intended use cases and approved applications, known risks and failure modes, requirements for human review or intervention, and accessible channels for reporting issues or submitting feedback. The goal is enabling informed, safe AI system adoption while establishing clear expectations about system performance and limitations.
How to comply
- 1.Audit all AI systems in production and map their capabilities, limitations, and known risks
- 2.Create customer-facing documentation addressing each system's intended use cases and approved applications
- 3.Document technical boundaries and performance thresholds where human oversight is required
- 4.Establish transparent communication channels for users to report issues, request clarification, or provide feedback
- 5.Implement version control for all AI system documentation to reflect model updates and risk assessments
- 6.Train customer-facing teams on AI system limitations and safe usage practices
- 7.Review and update information periodically as AI systems evolve or new risks are identified
- 8.Ensure documentation is accessible and written for non-technical stakeholders
Evidence auditors look for
- AI system capability statements and technical specification documents provided to customers
- Limitations and known risks documentation with examples of improper use cases
- Customer onboarding materials explicitly defining required human oversight and decision-making points
- Issue reporting and feedback submission mechanisms (email, ticket system, support portal)
- Training records showing customer teams understand AI system boundaries and safe practices
- Documentation version history showing updates based on new risk identification or model improvements
- Compliance audit logs demonstrating regular review and updates to customer information materials
Frequently asked questions
When will FAQs be available?
The FAQ for this control is currently being prepared.
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