PAIA Manual

PAIA Manual

Last Updated: 22 September 2026

This manual is published by Anouk Solutions (Pty) Ltd (“Anouk Solutions”, “we”, “us” or “our”) in accordance with section 51 of the Promotion of Access to Information Act 2 of 2000 (“PAIA”), as amended by the Protection of Personal Information Act 4 of 2013 (“POPIA”). It is intended to help you understand what records we hold and how you may request access to them.

PAIA gives effect to the constitutional right of access to information held by both public and private bodies, where that access is required to exercise or protect a right. As a private body, Anouk Solutions is required to make this manual available to facilitate requests made under PAIA.

1. About This Manual

This manual does not itself grant you access to our records. It explains the categories of records we hold and the process for submitting a formal request for access to a specific record under PAIA. Some information about us and our practices — including how we handle personal information — is already published on this Website and does not require a formal PAIA request; see Section 5 below.

2. Details of the Private Body

3. Information Officer

Under PAIA and POPIA, the Information Officer is the point of contact for requests for access to records, and for any queries about this manual or about how we process personal information.

4. Guide on How to Use PAIA

The Information Regulator (South Africa) publishes a guide to assist any person wishing to exercise a right of access to information under PAIA, including guidance on the procedure for requests, the fees involved, and the assistance available from the Regulator. This guide is available from the Information Regulator at inforegulator.org.za, or on request from our Information Officer using the contact details in Section 3.

5. Records Available Without a Formal Request

The following records are already publicly available on this Website and do not require a PAIA request:

• Our Privacy Policy and Cookie Policy, describing how we collect, use, and protect personal information collected through this Website.
• Our Terms of Use, governing use of this Website.
• The Software Terms of Service & Privacy Policy for Anouk Fleet and LeadTime.
• General information about our products, services, and how to contact us, published throughout this Website.

6. Description of Records We Hold

In broad terms, Anouk Solutions holds records falling into the following categories. Not every category will contain a record responsive to any particular request, and some records may be exempt from disclosure under the grounds for refusal set out in Chapter 4 of PAIA (see Section 9 below).

7. How to Request Access to a Record

To request access to a record, submit a completed Form 2 (the prescribed request form for records of a private body under the PAIA Regulations) to our Information Officer using the contact details in Section 3. Form 2 is available from the Information Regulator’s website. Your request should:

• Provide sufficient detail to enable us to identify the record you are requesting and, where relevant, the form in which you would like access;
• Indicate the right you are seeking to exercise or protect, and why the requested record is required for that purpose;
• Specify how you wish to be notified of the decision on your request, and, if you are requesting on behalf of someone else, provide proof of your authority to act on their behalf.

We will notify you of our decision, in the manner you specify, within the timeframe prescribed by PAIA (currently 30 calendar days of receipt of a request, which may be extended by a further period of up to 30 days in circumstances permitted under PAIA). If we extend this period, we will notify you accordingly.

8. Fees

PAIA prescribes a request fee and, where access is granted, an access fee for reproduction and search/preparation time. As at the date of this manual, a request fee (currently R50) is generally payable before a request will be processed, and further access fees may apply depending on the form of access and the time required to locate and prepare the record. We will inform you of any applicable fees before proceeding. Fees are subject to change; the current prescribed amounts are available from the Information Regulator.

9. Grounds for Refusal of a Request

PAIA sets out both mandatory and discretionary grounds on which a request for access to a record may be refused, including where disclosure would unreasonably disclose personal information about a third party, would harm commercially sensitive information, would breach legal professional privilege, or would prejudice the safety of an individual or property. Where we refuse a request in whole or in part, we will provide adequate reasons for the refusal, as required by PAIA.

10. Availability of This Manual

This manual is published on this Website at anouksolutions.com/paia-manual/. A copy may also be requested, free of charge, from our Information Officer using the contact details in Section 3.

11. Complaints

If you are dissatisfied with our handling of a request made under PAIA, or with how we have processed your personal information, you may lodge a complaint with the Information Regulator (South Africa):

12. Changes to This Manual

We may update this manual from time to time to reflect changes in our records, our processes, or applicable law. Changes will be posted here with an updated “Last Updated” date.

13. Contact Us

If you have any questions about this manual or wish to make a request for access to a record, please contact our Information Officer:

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