PAIA Manual

Effective Date: 20 March 2026
Last Reviewed: 21 March 2026

1. Introduction and Purpose

This manual has been compiled by Instabiz (Pty) Ltd, trading as InstaBiz, 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).

The purpose of this Manual is to:

  • Provide information about InstaBiz and the categories of records it holds
  • Enable requesters to identify records they may wish to access
  • Set out the procedure for submitting a request for access to records
  • Describe the grounds on which a request may be refused
  • Set out the applicable fees for access requests

Note: InstaBiz is a private body with fewer than 50 employees. In terms of the current PAIA regulations, private bodies below this threshold are exempt from the mandatory requirement to compile and publish a PAIA manual. This Manual has been compiled voluntarily in the interest of transparency and to facilitate the exercise of information rights by all persons.

This Manual must be read together with InstaBiz’s Privacy & Cookie Policy and POPIA Compliance Manual.

2. Contact Details of the Responsible Party

Registered Legal Name Instabiz (Pty) Ltd
Trading Name InstaBiz
Registration Number 2021/365293/07
Physical Address Ashley Drive, Gillitts, Durban, KwaZulu-Natal, 3610
Telephone +27 65 966 4042
Email Address hello@instabiz.co.za
Website https://new.instabiz.co.za

3. Information Officer

In terms of Section 1 of PAIA, the head of a private body is designated as the Information Officer. InstaBiz has designated the following person as its Information Officer for the purposes of PAIA and POPIA:

Information Officer Trevor Roberts
Email Address info@instabiz.co.za
Telephone +27 68 620 6618
Postal Address 47 Ashley Drive<br /> Gillitts, Durban, 3610<br /> KwaZulu-Natal<br /> South Africa

Further information about the Information Officer and data subject rights is available on our Information Officer page.

4. Guide on How to Use PAIA

The South African Human Rights Commission (SAHRC) has compiled a guide to assist persons in exercising their rights under PAIA. This guide is available in all official languages of South Africa and is accessible on the SAHRC website at www.sahrc.org.za.

5. Records Automatically Available

The following records are automatically available from InstaBiz without the need to submit a formal PAIA request. These records are publicly accessible through the website or upon request to the Information Officer:

6. Categories of Records Held

The following categories of records are held by InstaBiz. Access to these records is subject to the provisions of PAIA and may be requested using the procedure set out in Section 7 of this Manual.

6.1 Client and Project Records

  • Client contact details and account information
  • Project specifications, quotations, and agreements
  • Work orders, deliverables, and project correspondence
  • Website design and development files
  • Domain registration and hosting account records

6.2 Financial and Accounting Records

  • Invoices, statements, and payment records
  • Bank account records and payment confirmations
  • Tax records and SARS submissions
  • Expense records and supplier invoices

6.3 Legal and Compliance Records

  • Company registration documents (CIPC)
  • Memorandum of Incorporation
  • Shareholder agreements and resolutions
  • Contracts, agreements, and terms of service
  • Legal correspondence
  • POPIA and PAIA compliance records

6.4 Communication Records

  • Email correspondence with clients, suppliers, and stakeholders
  • Support and enquiry records
  • WhatsApp and other messaging records where retained
  • VoIP call logs (telephone number, duration, call direction)

6.5 Website and Hosting Records

  • Website access logs and analytics data
  • Hosting account records for InstaBiz and client websites
  • Domain registration records
  • Email hosting records
  • Software licence records

6.6 Online Learning and Community Records

  • Course enrolment and completion records
  • Learner progress and assessment data
  • Community platform membership and activity records

6.7 Supplier and Service Provider Records

  • Supplier contracts and reseller agreements
  • Supplier contact details and account information
  • Purchase orders and supplier invoices

6.8 Personnel Records

  • Director and shareholder information
  • CIPC director records
  • Personal tax records of the Information Officer in their capacity as director

7. How to Request Access to Records

7.1 Who May Request Access

Any person, including a juristic person, may request access to records held by InstaBiz in terms of Section 50 of PAIA, if the record is required for the exercise or protection of any right.

7.2 Form C — Request Form

All requests for access to records must be submitted using the prescribed Form C (Request for Access to Record of Private Body). Form C is available for download from the Department of Justice and Constitutional Development at:

www.justice.gov.za/forms/form_paia.htm

A copy of Form C is also available upon request from the Information Officer at info@instabiz.co.za.

7.3 Information Required on Form C

The completed Form C must include:

  • The full name, contact details, and identity number of the requester
  • Details of any person on whose behalf the request is made, with proof of authority
  • A description of the record or records requested with sufficient detail to enable identification
  • The right the requester is seeking to exercise or protect and an explanation of why the records are required
  • The preferred form in which access is required (copy, inspection, electronic, etc.)
  • Proof of identity (certified copy of identity document or passport)

7.4 How to Submit a Request

Completed Form C requests must be submitted to the Information Officer as follows:

By Email info@instabiz.co.za
By Post or Hand Delivery 47 Ashley Drive<br /> Gillitts, Durban, 3610<br /> KwaZulu-Natal<br /> South Africa

Requests submitted by any other means will not be regarded as valid PAIA requests.

8. Request Fees and Access Fees

In terms of PAIA, the following fees are applicable. All fees are charged at the prescribed rates as published by the Minister of Justice and Constitutional Development. The current fee schedule is available from the SAHRC at www.sahrc.org.za.

Request fee (non-refundable) R50.00 — payable before the request is processed. No request fee is payable where the requester is seeking access to personal information about themselves.
Reproduction fees Charged at the prescribed rate per page or per unit of electronic reproduction, as applicable
Search and preparation fee Charged where preparation of the record requires more than 6 hours, at the prescribed hourly rate
VAT VAT will be added to all applicable fees where InstaBiz is registered for VAT

InstaBiz reserves the right to withhold access to a record until all applicable fees have been paid. Payment details will be provided by the Information Officer upon receipt of a valid request.

9. Processing of Requests and Timeframes

  • InstaBiz will acknowledge receipt of a valid PAIA request within 2 business days
  • A decision on the request will be communicated within 30 days of receipt of the request, in accordance with Section 56 of PAIA
  • The Information Officer may extend the 30-day period by a further 30 days in exceptional circumstances, in accordance with Section 57 of PAIA, and will notify the requester accordingly
  • If the request is granted, access will be provided in the form specified by the requester where reasonably practicable
  • If the request is refused, the Information Officer will provide written reasons for the refusal

10. Grounds for Refusal

InstaBiz may refuse access to a record on the grounds set out in Chapter 4 of PAIA. These grounds include, but are not limited to:

  • The record contains personal information about a third party who has not consented to disclosure
  • The record contains commercially sensitive or confidential information of a third party
  • Disclosure would be an unreasonable invasion of the privacy of a third party
  • The record is subject to legal professional privilege
  • Disclosure could endanger the life or physical safety of any person
  • The record does not exist or cannot be found after all reasonable steps have been taken
  • The request is manifestly frivolous or vexatious

Where access is refused, the requester will be notified in writing with reasons, and will be advised of the right to lodge an internal appeal or an application to court as set out in Section 11 of this Manual.

11. Appeals and Remedies

If a requester is aggrieved by a decision of the Information Officer to refuse access to a record or to charge a fee, the requester has the following remedies:

  • Internal appeal — the requester may submit a written appeal to the Information Officer within 60 days of the decision, setting out the grounds of the appeal
  • Application to court — if the internal appeal is unsuccessful, the requester may apply to a court of competent jurisdiction for relief within 180 days of the decision, in terms of Section 78 of PAIA
  • Complaint to the Information Regulator — the requester may lodge a complaint with the Information Regulator of South Africa
Information Regulator Information Regulator of South Africa
Website https://inforegulator.org.za
General Enquiries inforeg@justice.gov.za
Complaints complaints.IR@justice.gov.za

12. Availability of This Manual

This Manual is available:

  • Online — published on the InstaBiz website at https://new.instabiz.co.za/legal/paia-manual/
  • In person — available for inspection at InstaBiz’s physical address free of charge, upon prior arrangement with the Information Officer
  • By request — a copy will be provided upon written request to the Information Officer at info@instabiz.co.za

This Manual will be updated as required to reflect changes in InstaBiz’s records, operations, or applicable legislation. The Effective Date at the top of this document reflects the date of the most recent revision.

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