Access to information

1. Where to send a request

Address your request to the Information Officer, marked “POPIA / PAIA request”. For help identifying a record or information about the company’s PAIA manual, contact the same address. This page explains the request process; it is not the company’s complete section 51 PAIA manual.

2. Access to your own information

You can ask us to confirm whether we hold personal information about you and request access under POPIA. We may need proportionate proof of identity or authority. We will explain any applicable fee, restriction or required procedure. See our privacy policy for correction, objection and deletion requests.

3. A formal PAIA request

For access to records of a private body under PAIA, identify the record, the right you seek to exercise or protect, and why the record is needed for that right. Complete the prescribed Form 2 and send it to the Information Officer using the contact details above. If acting for someone else, provide evidence of your authority.

The Information Regulator’s PAIA page provides the Guide, current forms and guidance. Ask us for assistance if a disability or other difficulty prevents you from completing a written request.

4. Fees, decisions and confidentiality

PAIA may permit prescribed request, search, reproduction or access fees and, in some cases, a deposit. We will explain applicable fees and exemptions before processing chargeable access. Access is subject to the Act, including protections for other people’s privacy, confidential information and legally privileged records.

A PAIA decision is ordinarily due within 30 days of receipt. An extension of up to a further 30 days is allowed only on statutory grounds and with the required notice. If access is refused, we will explain the grounds and available remedies to the extent permitted by law.

5. If you disagree with the outcome

You may use the Information Regulator’s complaints process or approach a competent court, subject to applicable time limits. A PAIA complaint to the Regulator is generally required within 180 days of the decision or deemed refusal. The Regulator’s Guide explains the remedies and assistance available.