PAIA Section 51 Manual

In terms of Section 51 of the Promotion of Access to Information Act (PAIA, Act 2 of 2000), private bodies are required to publish a manual explaining how individuals can request access to records we hold. This manual includes:

  • Who you can contact to make a PAIA request;
  • How to request access and what information to include;
  • What records we hold by subject area;
  • How POPIA-related data processing is handled (purposes, categories, recipients, safeguards);
  • How to appeal or complain if your request is refused.

1. Contact Details — Information Officer

Name: Andrew Adams (Information Officer)
Email: arqsa.main@gmail.com
Phone: +27 83 316 2968
Requests may be submitted via email, post (see footer for our address), or online via our website.

2. Guide on How to Use PAIA

The South African Human Rights Commission publishes a comprehensive Guide to PAIA, including assistance with forms, procedures, and remedies. You can download it from their website or request it directly from them. The guide includes:

  • Objects of PAIA;
  • How to format and submit a request;
  • Assistance available from Information Officers;
  • Appeal and complaint mechanisms.

3. Records Available Without a PAIA Request

We currently do not have any records publicly available without a formal PAIA request.

4. Other Legislation Governing Our Records

Some of the information we hold is subject to retention or disclosure obligations under other legislation such as:

  • Companies Act;
  • Electronic Communications and Transactions Act (ECTA);
  • Income Tax Act;
  • POPIA (Protection of Personal Information Act).

5. Scope of Personal Information Processing (POPIA)

As required under POPIA, here is how we process personal information:

  • Purposes: Registration, accounts, communication, payments, marketing (with consent).
  • Categories: Users’ names, emails, phone numbers, billing data.
  • Recipients: Supabase (database), Cloudflare (storage), Vercel (hosting), PayFast (payments), Resend (emails).
  • Cross-border flows: Some providers operate outside South Africa; we maintain DPAs and safeguards.
  • Security measures: Encryption, access controls, contracts ensuring confidentiality, integrity, and availability.

6. Subjects & Records We Hold

We hold records related to:

  • Accounts & Users: names, emails, phone numbers, registration data.
  • Payments & Billing: invoices, payment confirmation, transaction IDs.
  • Communications: support requests, notifications.
  • Consent Logs: marketing consents, timestamps, and version history.

7. How to Make a PAIA Request

To request access to a record:

  • Submit in writing to our Information Officer via email or post.
  • Include sufficient detail to identify yourself and the record you're requesting.
  • Explain why the record is required to exercise or protect a right.
  • Specify the form of access you want (e.g., electronic copy).
  • PAIA allows a reasonable fee for processing hard-copy requests; such fees will be communicated.

8. Internal Appeal & Complaints

If your request is refused or not satisfactorily handled:

  • You may lodge an internal appeal with our Information Officer.
  • If still unresolved, you may complain to the Information Regulator using the PAIA complaint form. Contact details:Information Regulator.

This manual is updated regularly and was last revised on 24 July 2025.