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Promotion of Access to Information (PAIA) Last Updated 31 October 2025

This manual has been prepared in terms of the section 51 of the Promotion of Access to Information Act 2 of 2000 and to address the requirements of the Protection of Personal Information Act 4 of 2013.

Table of Contents

 

1. Definitions

Definitions

Term Definition
CEO Chief Executive Officer
Client Any natural or juristic person that received or receives services from the company.
Complainant Any person who lodges a complaint with the Information Regulator.
Complaint (a) A matter reported to the Information Regulator in terms of section 74(1) and (2) of the Act; (b) A complaint referred to in section 76(1)(e) and 92(1) of the Act; (c) A matter reported or referred to the Information Regulator in terms of other legislation that regulates the mandate of the Information Regulator.
Conditions for Lawful Processing The conditions for the lawful processing of personal information as fully set out in Chapter 3 of POPI and in Section 12 of this manual.
Data Subject The person to whom Personal Information relates.
Day A calendar day, unless the last day of a specified period happens to fall on a Sunday or public holiday, in which case it is calculated exclusive of that Sunday or public holiday (Interpretation Act, 1957 – Act No. 33 of 1957).
DIO Deputy Information Officer.
Information Officer / IO The individual who is identified herein and legally appointed to ensure compliance with POPIA and PAIA.
Manual This manual.
Minister Minister of Justice and Correctional Services.
Office Hours (a) For the Information Regulator: 08:00–16:00, Monday to Friday (excluding public holidays); (b) For designated offices: Hours during which the offices operate.
Personal Information Information relating to an identifiable living person, or an identifiable existing juristic person, including but not limited to race, gender, contact info, biometrics, correspondence, opinions, and identifiers.
Personnel Any person who works for or provides services to or on behalf of the company and receives or is entitled to receive remuneration, including permanent, temporary and part-time staff, directors, and contractors.
POPI / POPIA The Protection of Personal Information Act, No. 4 of 2013.
POPI Regulations Regulations promulgated in terms of section 112(2) of POPI.
Private Body Means: (a) A natural person conducting business; (b) A business partnership; (c) A juristic person not being a public body.
Processing Any operation or activity concerning personal information, including collection, storage, dissemination, or destruction.
Regulator Information Regulator established in terms of POPIA.
Republic Republic of South Africa.
Signature Any legally accepted form of signature, including electronic signature where applicable.
Writing As referred to in Section 12 of the Electronic Communications and Transactions Act, 2002 (Act No. 25 of 2002).

Any other terms not described herein will have the meaning as ascribed to it in terms of PAIA or POPI.

2. Introduction

This PAIA Manual is useful for the public to:

2.1 Check the categories of records held by the organisation that are available without having to submit a formal PAIA request.

2.2 Have a sufficient understanding of how to make a request for access to a record of the organisation by providing a description of:

  • The subjects on which the organisation holds records; and
  • The categories of records held for each subject.

2.3 Know the description of the records of the organisation that are available in accordance with any other applicable legislation.

2.4 Access the relevant contact details of the Information Officer (IO) and Deputy Information Officer (DIO), who will assist the public with requests to access records.

2.5 Know the description of the PAIA Guide, as updated by the Information Regulator, and how to obtain access to it.

2.6 Know whether the organisation processes personal information, including:

  • The purpose for processing personal information;
  • The categories of data subjects; and
  • The categories of personal information relating to those data subjects.

2.7 Know the recipients or categories of recipients to whom personal information may be disclosed.

2.8 Know whether the organisation intends to transfer or process personal information outside the Republic of South Africa and the recipients or categories of recipients to whom such personal information may be supplied.

2.9 Know whether the organisation has implemented appropriate security measures to ensure the confidentiality, integrity, and availability of the personal information it processes.

3. Key Contact Details for Access to Information of the Intellihost (Pty) Ltd

3.1 Chief Information Officer

Field Details
Name Claudia Swanepoel
Contact Number 087 551 3315 ext 211
Email Address claudia@intelli.host

3.2 General contacts for access to information

Field Details
Email Address info@intelli.host

3.3 National or Head Office

Field Details
Postal Address 22 Elizabeth Avenue, Pennington, KZN 4184
Physical Address 22 Elizabeth Avenue, Pennington, KZN 4184
Contact Number 087 551 3315
Email Address info@intelli.host
Website https://www.intelli.host

 

4. Guide on how to use PAIA and how to Obtain Access to the Guide

4.1 The Regulator has, in terms of section 10(1) of PAIA, as amended, updated and made available the revised guide on how to use PAIA (“Guide”), in an easily comprehensible form and manner, as may reasonably be required by a person who wishes to exercise any right contemplated in PAIA and POPIA.

4.2 The Guide is available in each of the official languages and in braille.

4.3 The aforesaid Guide contains the description of:

4.3.1 The objects of PAIA and POPIA.

4.3.2 The postal and street address, phone and fax number and, if available, email address of:

  • 4.3.2.1 The Information Officer (IO) of every public body; and
  • 4.3.2.2 Every Deputy Information Officer (DIO) of every public and private body designated in terms of section 17(1) of PAIA and section 56 of POPIA.

4.3.3 The manner and form of a request for:

  • 4.3.3.1 Access to a record of a public body contemplated in section 11.
  • 4.3.3.2 Access to a record of a private body contemplated in section 50.
  • 4.3.3.3 An internal appeal.
  • 4.3.3.4 A complaint to the Regulator.
  • 4.3.3.5 An application with a court against a decision by the IO of a public body, a decision on internal appeal or a decision by the Regulator or a decision of the head of a private body.

4.3.4 The provisions of sections 14 and 51 requiring a public body and private body, respectively, to compile a manual, and how to obtain access to a manual.

4.3.5 The provisions of sections 15 and 52 providing for the voluntary disclosure of categories of records by a public body and private body, respectively.

4.3.6 The notices issued in terms of sections 22 and 54 regarding fees to be paid in relation to requests for access.

4.3.7 The regulations made in terms of section 92.

4.3.8 The assistance available from the IO of a public body in terms of PAIA and POPIA.

4.3.9 The assistance available from the Regulator in terms of PAIA and POPIA.

4.3.10 All remedies in law available regarding an act or failure to act in respect of a right or duty conferred or imposed by PAIA and POPIA, including the manner of lodging.

4.4 Members of the public can inspect or make copies of the Guide from the offices of the public and private bodies, including the office of the Regulator, during normal working hours.

4.5

4.6 A copy of the Guide is also available in the following three official languages, for public inspection during normal office hours:

  • 4.6.1 English.
  • 4.6.2 Afrikaans.
  • 4.6.3 Zulu.

5. Guide of information regulator

5.1 A guide to PAIA and how to access information in terms of PAIA has been published pursuant to section 10 of PAIA.

5.2 The Guide contains information required by an individual who may wish to exercise their rights in terms of PAIA.

5.3 Should you wish to access the Guide, you may request a copy from the Information Officer by submitting ANNEXURE A, attached hereto, to the details specified above.

5.4 You may also inspect the Guide at the Company's offices during ordinary working hours.

5.5 You may also request a copy of the Guide from the Information Regulator at the following details:

 

6. Latest notices in terms of section 52(2) of PAIA

At this stage no Notice(s) has/have been published on the categories of records that are available without having to request access to them in terms of PAIA.

7. Availability of certain records in terms of PAIA

7.1 Categories of records of the Intellihost (Pty) Ltd which are available without a person having to request access:

Term Definition Available on Website Available on Request
PAIA Manual Company's current PAIA Manual X X
Company overview Company profile, business activities, contact details X X
Policies (public-facing) Privacy policy, website cookies policy X X
Legal disclosures Consumer protection notices, disclaimers, terms and conditions X X
News and announcements Company newsletters, media releases, service updates X X
Public marketing materials Brochures, product offerings, public service descriptions X X
POPIA and PAIA awareness training certificates Company's attendance registers on training of POPIA and PAIA X
Public tender or supplier information (if applicable) Supplier registration forms, B-BBEE (Broad-Based Black Economic Empowerment) certificate (public documents) X
Contact information for IO Name, designation, email address, contact number X

7.2 Description of the records/subjects of Intellihost (Pty) Ltd which are available in accordance with any other legislation:

Category of Records Applicable Legislation Department/Subject Area
Memorandum of Incorporation, company registration documents Companies Act, 71 of 2008 Corporate Governance
Employment contracts, employee attendance records, payroll information, leave records Basic Conditions of Employment Act, 75 of 1997 Human Resources (HR)
Disciplinary records, grievance procedures, union agreements, Commission for Conciliation, Mediation and Arbitration (CCMA) documentation Labour Relations Act, 66 of 1995 HR
Disciplinary records, grievance procedures, union agreements, Commission for Conciliation, Mediation and Arbitration (CCMA) documentation Labour Relations Act, 66 of 1995 HR
Employment Equity (EE) plans, EE reports, committee meeting minutes Employment Equity Act, 55 of 1998 HR
Tax returns, IRP5 certificates, Pay-As-You-Earn (PAYE) records, employee tax submissions Income Tax Act, 58 of 1962 HR
Workplace Skills Plans (WSPs), annual training reports, learnership agreements Skills Development Act, 97 of 1998 Training and Development
Unemployment Insurance Fund (UIF) contribution records, declarations, employee benefit claim records Unemployment Insurance Act, 63 of 2001 HR
Health and safety audits, incident reports, risk assessments, safety committee records Occupational Health and Safety Act, 85 of 1993 HR
Value-Added Tax (VAT) returns, input/output tax records, SARS correspondence Income Tax Act, 58 of 1962 Accounts
Workers Compensation Assistance (WCA) claims, injury-on-duty reports, compensation records Compensation for Occupational Injuries and Diseases Act, 130 of 1993 Occupational Health and Safety
B-BBEE certificates, ownership and supplier development records Broad-Based Black Economic Empowerment Act, 53 of 2003 Supply Chain Management (SCM)
Client contracts, complaint records, marketing disclaimers, product/service terms and conditions Consumer Protection Act, 68 of 2008 Client Services/Marketing
Data subject consent forms, privacy notices, PAIA Manual, operator agreements, processing activity records Protection of Personal Information Act, 4 of 2013 Legal and Compliance
PAIA Manual, access request logs, training records Promotion of Access to Information Act, 2 of 2000 Legal and Compliance
Know Your Customer (KYC) documents, client identification and verification records Financial Intelligence Centre Act, 38 of 2001 (if applicable) Client Services/Finance
Electronic communications policies, e-signature consents, website terms and conditions Electronic Communications and Transactions Act, 25 of 2002 Information Technology (IT)
Document retention and disposal schedules, archive logs National Archives and Records Service Act, 43 of 1996 Records Management

7.3 The company holds and/or processes the following records for the purposes of PAIA and POPIA:

7.3.1 PAIA:

  • PAIA Manual.
  • PAIA guides.
  • PAIA records.
  • PAIA submission records.
  • Awareness training.

7.3.2 POPIA: Including, but not limited to, the following:

  • IO Registration Certificate.
  • Data breach records.
  • Retention records.
  • Awareness training.

7.3.3 Further information which may be made available upon request.

7.4 The above-mentioned records may be requested; however, it should be noted that there is no guarantee that the request will be honoured. Each request will be evaluated in terms of PAIA and any other applicable legislation.

8. Request process

8.1 An individual who wishes to place a request must comply with all the procedures laid down in PAIA.

8.2 The requester must complete Form 02 of PAIA Forms (Request for Access to Record) herein, is attached hereto and submit it to the IO at the details specified herein.

8.3 The prescribed form as well as payment of a request fee and a deposit (if applicable) must be submitted to the IO at/via the postal or physical address, fax number or email address as is stated herein.

8.4 The prescribed form must be completed with enough particularity to enable the IO to determine:

  • 8.4.1 The record(s) requested.
  • 8.4.2 The identity of the requestor.
  • 8.4.3 What form of access is required.
  • 8.4.4 The postal address or fax number of the requestor.

8.5 The requestor must state that the records are required for the requestor to exercise or protect a right, and clearly state what the nature of the right is so to be exercised or protected. An explanation of why the records are requested is required to exercise or protect the right.

8.6 The request for access will be dealt with within 30 (thirty) days from date of receipt, unless the requestor has set out special grounds that satisfies the IO that the request be dealt with sooner.

8.7 The period of 30 (thirty) days may be extended by not more than 30 (thirty) additional days, if the request is for a large quantity of information, or if the request requires a search for information held at another office of the company and the information cannot be reasonably obtained within 30 (thirty) days. The IO will notify the requestor in writing should an extension be necessary.

8.8 The IO must communicate a response to the request for access using Form 03 of PAIA Forms (Outcome of Request and of Fees Payable) herein. This communication shall inform the requestor of:

  • 8.8.1 The decision.
  • 8.8.2 Fees payable.

8.9 In the event that the IO is of the opinion that the searching and preparation of the record for disclosure would amount to more than six (6) hours, he/she shall inform the requestor to pay a deposit not exceeding one third of the amount payable.

8.10 Should the requestor have any difficulty with the form or the process laid out herein, the requestor should contact the IO for assistance.

8.11 An oral request can be made to the IO should the requestor be unable to complete the form due to illiteracy or a disability. The IO will then complete the form on behalf of the requestor and provide a copy of the form to the requestor.

8.12 Form 2 of POPIA Forms (Request for Correction or Deletion) herein, is used by a data subject to request the correction of inaccurate, outdated, incomplete, irrelevant, or misleading personal information, and/or the deletion or destruction of personal information that is no longer necessary or unlawfully obtained, in accordance with Section 24(1) of POPIA. It ensures that responsible parties maintain accurate and lawful records of personal data.

8.13 Form 3 of POPIA Forms (Application for the Issue of a Code of Conduct) herein is used by an industry body, profession, or class of entities to apply for the issuance of a Code of Conduct under Section 61(1)(b) of POPIA. It allows industries to self-regulate how personal information is processed within their sector, in line with the conditions for lawful processing.

8.14 Form 4 of POPIA Forms (Request for Consent – Direct Marketing) herein enables a responsible party to formally request a data subject's consent to receive direct marketing communications via unsolicited electronic means (e.g., SMS, email), as required under Section 69(2) of POPIA. It ensures that individuals have control over whether and how they are marketed to.

8.15 Form 5 of POPIA Forms (Complaint Regarding Interference with Personal Information) herein allows a data subject or complainant to submit a complaint to the IR concerning unlawful interference with personal information; or a determination made by an adjudicator under POPIA. It provides an avenue for recourse and investigation in cases of non-compliance with data protection obligations.

9. Grounds for refusal

The following are grounds upon which the company may, subject to the exceptions in Chapter 4 of PAIA, refuse a request for access in accordance with Chapter 4 of PAIA:

9.1 Mandatory protection of the privacy of a third party who is a natural person, including a deceased person, where such disclosure of personal information would be unreasonable.

9.2 Mandatory protection of the commercial information of a third party, if the records contain:

  • 9.2.1 Trade secrets of that third party.
  • 9.2.2 Financial, commercial, scientific or technical information of the third party, the disclosure of which could likely cause harm to the financial or commercial interests of that third party.
  • 9.2.3 Information disclosed in confidence by a third party to the company, the disclosure of which could put that third party at a disadvantage in contractual or other negotiations or prejudice the third party in commercial competition.

9.3 Mandatory protection of confidential information of third parties if it is protected in terms of any agreement.

9.4 Mandatory protection of the safety of individuals and the protection of property.

9.5 Mandatory protection of records that would be regarded as privileged in legal proceedings.

9.6 Protection of the commercial information of the company, which may include:

  • 9.6.1 Trade secrets.
  • 9.6.2 Financial/commercial, scientific or technical information, the disclosure of which could likely cause harm to the financial or commercial interests of the company.
  • 9.6.3 Information which, if disclosed, could put the company at a disadvantage in contractual or other negotiations or prejudice the company in commercial competition.
  • 9.6.4 Computer programs which are owned by the company, and which are protected by copyright and intellectual property laws.

9.7 Research information of the company or a third party, if such disclosure would place the research or the researcher at a serious disadvantage.

9.8 Requests for records that are clearly frivolous or vexatious, or which involve an unreasonable diversion of resources.

10. Remedies should a request be refused

10.1 If the company does not have an internal appeal procedure in light of a denial of a request, decisions made by the IO is final.

10.2 The requestor may, in accordance with sections 56(3)(c) and 78 of PAIA, apply to a court for relief within 180 (one-hundred-and-eighty) days of notification of the decision for appropriate relief.

11. Fees

Description Fee
Request fee (Payable on every request) R140.00 once-off
Photocopy of an A4 page or part thereof R2.00 per page
Printed copy of an A4 page or part thereof R2.00 per page
Hard copy on flash drive (Flash drive to be provided by requestor) R40.00 once-off
Hard copy on a compact disc (Compact disc to be provided by requestor) R40.00 once-off
Hard copy on a compact disc (Compact disc to be provided by the Company) R60.00 once-off
Transcription of visual images per A4 page As per quotation of service provider
Copy of visual images As per quotation of service provider
Transcription of an audio record per A4 page R24.00 per A4 page
Copy of an audio record on flash drive (Flash drive to be provided by requestor) R40.00 once-off
Copy of an audio on a compact disc (Compact disc to be provided by requestor) R40.00 once-off
Copy of an audio on a compact disc (Compact disc to be provided by the Company) R60.00 once-off
Base/starting rate to search for and prepare the record for disclosure R145.00 per hour for each hour or part thereof, excluding the first hour, reasonably required for such search and preparation (cannot exceed R435.00 per request)
Rate to search for and prepare the record for disclosure R435.00 per hour for each hour or part thereof, excluding the first hour, reasonably required for such search and preparation (cannot exceed total cost)
Postage, email or any other electronic transfer Actual expense, if any

 

12. Processing of Personal Information

12.1 Purpose of processing personal information:

  • 12.1.1 Clients personal Info used to create clients account for sales / billing and marketing.
  • 12.1.2 Staff personal info used for monthly salaries.

12.2 Description of the categories of data subjects and of the information or categories of information relating thereto:

Categories of Data Subjects Personal Information that may be Processed
Customers/clients Name, address, registration numbers and bank details
Service providers Name, registration number, VAT number, address and bank details
Employees Address, qualifications, gender and race

 

13  The Recipients or Categories of Recipients to whom the Personal Information may be Supplied

   

Category of Personal Information Recipients or Categories of Recipients to whom the Personal Information may be Supplied
Identity number and names, for criminal checks South African Police Services
Qualifications, for qualification verifications South African Qualifications Authority
Credit and payment history, for credit information Credit bureaus

14. Availability of the Manual

14.1 A copy of the manual is available:

  • 14.1.1 On https://www.intelli.host/, or at any head office of Intellihost (Pty) Ltd for public inspection during normal business hours.
  • 14.1.2 To any person upon request and upon the payment of a reasonable prescribed fee.
  • 14.1.3 To the Information Regulator upon request.

14.2 A fee for a copy of the manual, as contemplated in Annexure B of the Regulations, shall be payable per each A4-size photocopy made.

15. Objection to the Processing of Personal Information by a Data Subject

15.1 A data subject who wishes to object to the processing of personal information in terms of section 11(3)(a) or section 11(3)(b) of the Act, must submit the objection to a responsible party at any time during office hours of a responsible party and free of charge.

15.2 A data subject who wishes to object to the processing of personal information must do so on a form substantially similar to Form 3 herein, free of charge and reasonably accessible to a data subject by hand, fax, post, email, SMS, or WhatsApp and or in any manner expedient to a data subject in terms of section 11(3)(a) of the Act.

15.3 A responsible party must, when collecting personal information of a data subject, notify the data subject, in terms of section 18(1)(h)(iv) of the Act, of their right to object, as referred to in section 11(3) of the Act.

15.4 If an objection to the processing of personal information of a data subject is made telephonically, such an objection shall be electronically recorded by a responsible party and upon request, be made available to the data subject in any manner, including the transcription thereof.

16. Request for Correction/Deletion of Personal Information or Destruction/Deletion of Record of Personal Information

16.1 A data subject has the right, in terms of section 24 of the Act, to request, where necessary, the correction, destruction, or deletion of his, her or its personal information.

16.2 A data subject, who wishes to request a correction or deletion of his, her, or its personal information, as provided for in section 24(1)(a) of the Act, has the right to request correction or deletion of personal information at any time and free of charge, if the personal information is inaccurate, irrelevant, excessive, out of date, incomplete, misleading or obtained unlawfully.

16.3 A data subject who wishes to request the destruction or deletion of a record of his, her, or its personal information in terms of section 24(1)(b) of the Act, has the right to request the destruction or deletion of a record of his, her or its personal information at any time and free of charge, if a responsible party is no longer authorised to retain such information in terms of section 14 of the Act.

16.4 A request for correction to or deletion of personal information, as referred to in sub-regulation 12.11.2 or a request for the destruction or deletion of a record of personal information, as referred to in sub-regulation 12.11.3, must be submitted to a responsible party on a form which is substantially similar to Form 2 of POPIA Forms herein, free of charge and reasonably accessible to a data subject by hand, fax, post, email, SMS, WhatsApp message or in any manner expedient to a data subject.

16.5 A request for a correction or deletion of personal information by telephonic means shall be recorded by a responsible party and such recording must, upon request, be made available to a data subject in any manner, including the transcription thereof which shall be free of charge.

16.6 A responsible party must, within 30 (thirty) days of receipt of the outcome of the request referred to in sub-regulation 12.11.2 or 12.11.3, notify a data subject, in writing, of the action taken as a result of the request.

17. Updating of the Manual

The head of Intellihost (Pty) Ltd will update this manual on a regular basis.  

Field Details
Name of IO Claudia Swanepoel
Title of the head of the body Operations Manager
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