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PAIA Manual

Last updated: 28 March 2026

This manual is published in terms of Section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA), as amended. It describes how to request access to records held by [COMPANY_NAME] (Pty) Ltd.

1. Company Details

Name: [COMPANY_NAME] (Pty) Ltd
Registration: [REGISTRATION_NUMBER]
Address: [PHYSICAL_ADDRESS]
Email: [EMAIL]
Phone: [PHONE]

2. Information Officer

Name: [INFORMATION_OFFICER]
Email: [INFORMATION_OFFICER_EMAIL]
Phone: [PHONE]

3. Guide on How to Use PAIA

The South African Human Rights Commission (SAHRC) has compiled a guide on how to use PAIA. This guide is available from the SAHRC:

• Website: www.sahrc.org.za
• Tel: 011 877 3600

4. Categories of Records Available

4.1 Records available without a request:

• Privacy Policy (available at /privacy)
• Terms of Service (available at /terms)
• Refund Policy (available at /refund)
• This PAIA Manual

4.2 Records available on request:

Category	Description
Company records	Registration documents, financial statements, tax records
Personnel records	Employment contracts, payroll (employees only)
Client records	Service agreements, subscription details, invoices
Staff user data	Account information, authentication logs, role assignments
Operational data	Anonymised order statistics, platform usage metrics

4.3 Records not held:

• Guest personal information (guests use Aurum anonymously)
• Payment card details (not processed or stored by Aurum)

5. Categories of Data Subjects

Data Subject	Personal Information Held
Staff users (client employees)	Name, email, phone number, role, login history
Client contacts (company admins)	Name, email, phone, company details
Employees of [COMPANY_NAME]	Employment records, payroll, contact details
Guests / end consumers	None — fully anonymous ordering

6. How to Request Access

To request access to records:

• Complete the prescribed Form C (available from the Information Regulator at inforegulator.org.za).
• Submit the form to our Information Officer at [INFORMATION_OFFICER_EMAIL] or by post to [PHYSICAL_ADDRESS].
• Include proof of identity and sufficient detail to identify the record(s) requested.

7. Prescribed Fees

Fee Type	Amount
Request fee	R50.00 (non-refundable)
Search fee (per hour)	R30.00
Photocopies (per page)	R1.10
Electronic copy (per page)	R0.40
Postage	Actual cost

Fees are as prescribed by the Minister of Justice. Personal requesters (requesting their own information) are exempt from the request fee.

8. Decision and Remedies

• We will respond within 30 days of receiving a valid request.
• If your request is refused, we will provide reasons and advise you of your right to appeal.
• You may lodge a complaint with the Information Regulator or apply to a court for relief.

9. Grounds for Refusal

Access may be refused on the grounds set out in PAIA, including:

• Protection of third-party personal information (Section 63)
• Protection of trade secrets or commercial information (Section 64)
• Records privileged from production in legal proceedings (Section 67)

Note: This document is a template. Please have it reviewed by a qualified South African attorney before publishing.