PAIA Manual

1. Introduction

This manual is published by Careful Movers (“the Company”, “we”, “us”), a trading name used by our registered entities, each of which is a private body as defined in PAIA. It is intended to help members of the public understand how to request access to records held by us, and to promote transparency and accountability.

PAIA gives effect to the constitutional right of access to information. This manual explains the categories of records we hold, how to request them, the fees involved, and the remedies available if a request is refused. It should be read together with our Privacy Policy and Cookie Policy.

2. Details of the Company & Information Officer

All requests for access to records must be directed to the Information Officer at the contact details above.

3. The Information Regulator’s Guide on PAIA

The Information Regulator has, in terms of section 10 of PAIA, published a Guide on how to use the Act. The Guide is available in each of the official languages and explains how to exercise your rights under PAIA and POPIA. It can be obtained from the Information Regulator:

4. Records Available in Terms of Other Legislation

Certain records are available or accessible in accordance with other laws that apply to the Company. These include, among others:

• Companies Act, 2008;
• Income Tax Act, 1962, and Value-Added Tax Act, 1991;
• Tax Administration Act, 2011;
• Basic Conditions of Employment Act, 1997, and Labour Relations Act, 1995;
• Compensation for Occupational Injuries and Diseases Act, 1993;
• Unemployment Insurance Act, 2001;
• Protection of Personal Information Act, 2013;
• Consumer Protection Act, 2008;
• National Road Traffic Act, 1996.

5. Categories of Records Held by the Company

The Company holds records relating to its business as a furniture removals, storage and logistics provider. Access to these records is subject to the request procedure and grounds for refusal set out below. Categories include:

Subject / category	Examples of records
Company & statutory records	Registration documents, tax records, licences and statutory returns.
Customer records	Quotations, bookings, inventories, invoices, proof of payment, and correspondence.
Financial records	Accounting records, bank records, financial statements and audit records.
Employee & HR records	Employment contracts, payroll, and related personnel records.
Supplier & contractor records	Agreements and correspondence with suppliers, subcontractors and service providers.
Operational records	Fleet, insurance, health & safety, and job records.
Marketing & website records	Website data, analytics, marketing materials and CRM records.

6. How to Request Access to a Record

1. Complete the prescribed Request for Access to Record Form (Form 2) in terms of the PAIA Regulations. The form is available from the Information Regulator’s website or on request from our Information Officer.
2. Submit the completed form to the Information Officer at the address or email in section 2.
3. Provide enough detail to identify the record(s) requested, the form of access required, and your contact details.
4. Identify the right you are seeking to exercise or protect, and explain why the record is required for that purpose.
5. If you are requesting information on behalf of another person, submit proof of your authority to do so.
6. Pay the applicable request fee (see section 7). We will notify you of any further access fee or deposit before processing the request.

We will respond to your request within 30 days of receiving it (this period may be extended in the circumstances allowed by PAIA, and we will notify you if so).

7. Fees

PAIA provides for two types of fees: a request fee and an access fee. Fees are charged in accordance with the fee schedule prescribed in the PAIA Regulations, as amended from time to time.

• A request fee is payable by a requester (other than a personal requester) before the request is processed;
• An access fee is payable for the search, preparation, reproduction and, where applicable, postage of the records;
• Where the estimated preparation time exceeds the prescribed hours, a deposit may be required before the request is processed.

We will provide you with a written estimate of the applicable fees before processing your request, and processing will proceed once the required fee or deposit is received. The current prescribed amounts are set out in the PAIA Regulations available from the Information Regulator.

8. Grounds for Refusal of Access

The Company may refuse a request for access on the grounds set out in Chapter 4 of Part 3 of PAIA. These include, among others:

• Mandatory protection of the privacy of a third party who is a natural person;
• Mandatory protection of the commercial information of a third party or the Company;
• Mandatory protection of confidential information of a third party;
• Protection of the safety of individuals and property;
• Records privileged from production in legal proceedings;
• Protection of research information of a third party or the Company;
• Requests that are manifestly frivolous or vexatious, or would involve an unreasonable diversion of resources.

9. Processing of Personal Information (POPIA)

The Company processes personal information in line with POPIA. Full details of what we collect, why, how we protect it, and your rights as a data subject – including the right to request access to, and correction of, your personal information – are set out in our Privacy Policy.

10. Remedies Available

If your request for access is refused, or you are dissatisfied with how it was handled, you may:

• Lodge a complaint with the Information Regulator in the prescribed manner (see contact details in section 3); and/or
• Apply to a court of competent jurisdiction for appropriate relief, after exhausting the available remedies under PAIA.

11. Availability of This Manual

This manual is available:

• On our website at carefulmovers.co.za/paia-manual;
• On request from the Information Officer, by email or at our physical address (a reasonable copying fee may apply);
• From the Information Regulator.

12. Contact Us