This video explains how to address non-conformities before and after the ISO 19650 certification audit, covering how to identify missed gaps during preparation, resolve them collaboratively with your team, and respond effectively to any findings raised by the external auditor. The written guide below walks through why proactive gap resolution during the preparation phase prevents issues from becoming obstacles at audit time, how to collaborate with your team and support coaches to find practical solutions, what to expect when auditors raise non-conformities, and how to implement corrective actions within the required timeframe so your certification journey stays on track.

Why addressing non-conformities is essential to a smoother ISO 19650 certification process

Non-conformities are a normal part of the certification journey. They are not signs of failure but indicators of where your processes, documentation, or implementation need further attention. The organisations that handle non-conformities well are the ones that treat them as structured opportunities to strengthen their information management practices rather than surprises to be feared. Whether you discover gaps during your own preparation or receive findings from the external auditor, the approach is the same: identify the issue clearly, collaborate on a practical solution, implement the change, and document the evidence. This video covers both scenarios so your team is prepared for either situation.

During the audit preparation phase, your team is reviewing documentation, checking processes, and confirming that everything aligns with the requirements of the standard. This is the point where missed gaps are most likely to surface. Perhaps a procedure was documented but never fully implemented, or a checklist item was marked as resolved but the supporting evidence is incomplete, or a process that works well on one project has not been standardised across the organisation. These are exactly the kinds of issues that an external auditor would identify, so catching them yourself gives you the chance to fix them before they become formal non-conformities.

The first step is to keep a structured record of anything that looks incomplete or inconsistent as you work through your preparation. Use the compliance checklist in the Scope module to flag items that need further attention. Rather than trying to resolve every issue alone, bring your team together to brainstorm practical solutions. The people closest to the workflows often have the clearest insight into what went wrong and what needs to change. If your team needs additional guidance, the Plannerly support programme provides coaching to help you clarify checklist items, work through tricky issues, and find the right approach for your organisation’s specific context. The key is to be proactive. By resolving these gaps during the preparation phase, you prevent them from becoming major obstacles during the external audit.

Once the audit itself takes place, it is common for the auditor to raise a few non-conformities. This does not mean your preparation was inadequate. External auditors bring a fresh perspective and often identify issues that internal teams have become accustomed to overlooking. The important thing is how you respond. Start by reviewing the findings carefully. Understand exactly what the auditor has identified and what corrective action is required. Each finding will typically come with a defined timeframe for resolution. Collaborate with the Plannerly team if you need support interpreting the findings or developing your response. The get ISO 19650 compliant programme is designed to act as a coaching service for exactly this situation, guiding you step by step through the process of addressing non-conformities, providing templates and guidance, and helping you implement the necessary changes within the specified timeframe.

Documenting your corrective actions is just as important as implementing them. The auditor needs to see not only that you have fixed the issue but that you have a clear record of what was found, what was changed, and how the change was verified. Use the Docs module to create structured records of each corrective action, linking back to the original finding and the updated process or document. Update the compliance checklist to reflect the new status of each item, and make sure the gap analysis report captures the resolution. This creates an audit trail that demonstrates your organisation’s commitment to continuous improvement, which is itself a core principle of ISO 19650 compliance.

Acting promptly on both self-identified gaps and auditor findings keeps your certification journey moving forward. Delays in addressing non-conformities can extend timelines, increase costs, and create uncertainty across the team. Conversely, organisations that respond quickly and thoroughly to findings often find that the corrective action process strengthens their overall information management framework. The goal is not perfection from day one but a demonstrated ability to identify issues, take action, and improve continuously. With the right support, templates, and a structured approach to collaboration, non-conformities become manageable steps on the path to ISO 19650 certification rather than barriers to it.

How to handle non-conformities before and after the audit

1. Review your preparation for missed gaps – As you work through your audit preparation, keep an eye out for anything that may have been overlooked. Check documentation for completeness, verify that processes described on paper match what happens in practice, and flag any items in the compliance checklist that need further work.
2. Document each gap as you find it – Record every issue you identify in a structured way. Note what was expected, what was found, and where the gap sits within your requirements management workflow. This creates a clear record for your team and for the auditor.
3. Collaborate with your team on solutions – Bring the relevant team members together to discuss each gap and develop practical solutions. The people working closest to the processes will often have the best insight into what needs to change and how to implement it effectively.
4. Seek coaching support when needed – If a gap is complex or you are unsure of the best approach, work with the Plannerly support programme. The coaching service is designed to help you clarify issues, interpret requirements, and develop corrective actions that satisfy the standard.
5. Resolve gaps proactively before the audit – Implement the agreed changes during the preparation phase rather than waiting for the auditor to identify them. Update processes, revise documentation in the Docs module, and ensure the corrective action is reflected in your live project workflows.
6. Review auditor findings after the external audit – Go through each point raised by the auditor carefully. Understand the required corrective action, the timeframe for resolution, and the evidence the auditor will need to confirm the issue has been addressed.
7. Implement corrective actions within the specified timeframe – Make the necessary changes promptly. Update your documentation, adjust your workflows, retrain team members if needed, and ensure that the changes are embedded in your day-to-day practice rather than applied superficially.
8. Document and verify each corrective action – Create a structured record of what was found, what was changed, and how the change was verified. Update the gap analysis report and the compliance checklist so your full audit trail is current and complete.

What you’ll learn

• Identifying missed gaps during preparation – How to systematically review your documentation and processes during the audit preparation phase to catch issues before the external auditor does, using the compliance checklist and Scope module to flag items that need further attention.
• Collaborative problem solving – Why bringing your team together to brainstorm solutions for identified gaps produces better outcomes than working in isolation, and how the coaching support programme helps when issues are complex or unclear.
• Proactive resolution reduces audit risk – How addressing gaps during the preparation phase prevents them from becoming formal non-conformities during the external audit, giving your team more control over the timeline and reducing the pressure on audit day.
• Responding to auditor findings – What to expect when the external auditor raises non-conformities, how to interpret their findings, and how to develop and implement corrective actions within the required timeframe.
• Documenting corrective actions – How to create structured records of each corrective action using the Docs module, link them back to the original findings, and update the gap analysis report so the full evidence trail is accessible and auditable.
• Non-conformities as improvement opportunities – Why treating non-conformities as structured opportunities to improve your information management practices, rather than as failures, strengthens your organisation’s overall approach to ISO 19650 compliance.

Common questions

Explore further

• ISO 19650 non-conformities: how to fix compliance issues – The dedicated lesson on identifying, addressing, and documenting non-conformities as part of the certification process.
• From ISO 19650 gaps to compliance goals – How to turn identified gaps into structured action items that move your organisation toward full compliance.
• How to get ISO 19650 compliant – A practical guide to the compliance journey, including how the coaching programme supports teams through audit preparation and non-conformity resolution.
• ISO 19650 certification – An overview of the full certification process, what it involves, and how Plannerly supports teams at each stage.
• Your ISO 19650 action plan – How to build and maintain a structured action plan that keeps your certification journey on track from start to finish.