PAIA Manual

Manual in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA") · Last updated: 23 July 2026

1. About this manual

PAIA gives people a right of access to records held by private bodies where the record is required for the exercise or protection of a right, and — read with the Protection of Personal Information Act 4 of 2013 ("POPIA") — a right of access to their own personal information. This manual explains what records South Coa 039 piercing holds and how to request access to them.

2. Contact details (section 51(1)(a))

Private body: South Coa 039 piercing.
Head of the private body / Information Officer: the owner of South Coa 039 piercing.
Physical and postal address: available on request through the contact below.
Requests and questions: the contact details on our website.

Our assistant platform is hosted for us by In House IT (Pty) Ltd (registration number 2024/456850/07) of 7 Radar Drive, Durban North, KwaZulu-Natal, 4051, South Africa, which acts as our operator under POPIA.

3. The Regulator's Guide (section 51(1)(b))

The Information Regulator publishes a Guide (section 10 of PAIA) on how to use the Act, in all official languages. It is available from the Information Regulator (South Africa): inforegulator.org.za · Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191.

4. Categories of records we hold (section 51(1)(c))

5. Records available without a PAIA request (section 51(1)(d))

Our privacy policy, the platform's client terms, this manual, and anything we've published (website content, social media posts) can simply be read — no request needed. Your own upcoming booking details can be confirmed by asking the assistant in the same conversation channel you booked on.

6. Records available under other legislation

Some records are available to the persons or bodies entitled to them under other laws (for example tax records to SARS under the Tax Administration Act, company records under the Companies Act). Where another law governs access, that law's procedure applies.

7. How to request a record (sections 53 and 56)

1. Use Form 02 (Annexure A to the PAIA Regulations, 2021), available from inforegulator.org.za.
2. Send it to the contact details on our website, identifying the record, the right you seek to exercise or protect (not needed when requesting your own personal information), and how you'd like access (copy, inspection, electronic).
3. Fees: the fees prescribed in Annexure B to the PAIA Regulations, 2021 (as amended from time to time) apply — currently a request fee of R140 for a private body's record, plus reproduction fees. No request fee is payable when you request your own personal information (a "personal requester"); reasonable reproduction fees may still apply.
4. We must respond within 30 days, extendable once by up to a further 30 days where the request is large or complex (with notice to you, section 57 read with section 56).

8. Grounds on which access may be refused

PAIA (Chapter 4 of Part 3) requires or permits refusal in defined cases — chiefly to protect another person's privacy, confidential or commercially sensitive information of a third party, records privileged in legal proceedings, and our own commercial information where disclosure would cause harm. Where only part of a record is protected, the rest is severed and disclosed (section 65).

9. How we process personal information (PAIA Regulations, 2021)

Purposes: answering enquiries, making and managing appointments, reminders and review requests, direct marketing with consent or to existing customers, and ordinary business administration.
Categories of data subjects and information: customers and prospective customers — names, contact details, conversation content, appointment details; mailing-list subscribers — contact details and consent records.
Recipients: our team; In House IT (Pty) Ltd as our POPIA operator (hosting, in Johannesburg); OpenAI in the United States (message content and voice notes, to generate replies and transcribe); Meta Platforms in the United States and Ireland where WhatsApp is used; Google where bookings are placed in our calendar; ipwho.is (a web-chat visitor's network address alone); OpenStreetMap's Nominatim service in Germany (street addresses only, for call-out dispatch); and PayFast (Pty) Ltd where a customer pays an invoice online. Transfers outside South Africa are made under section 72 of POPIA on the basis of each provider's data-processing terms read with the necessity of the transfer to perform what the data subject asked for — our privacy policy sets this out in full.
Security: isolated hosted environment with its own database in Johannesburg, encrypted transport, restricted access, nightly backups encrypted before they leave the server, with an encrypted copy held off-site (Microsoft OneDrive) that cannot be read without our key.
Full detail is in our privacy policy.

10. Remedies

If a request is refused or we fail to respond, you may lodge a complaint with the Information Regulator (Form 05 of the PAIA Regulations, 2021) via inforegulator.org.za, or apply to a court with jurisdiction.

11. Availability of this manual (regulation 3)

This manual is published at this address, is available for inspection at our principal place of business during business hours, and copies can be requested from the contact details on our website. It is updated whenever the underlying facts change.