PAIA manual

1. Purpose of this manual

This manual helps members of the public to:

• see which records we hold that are available without a formal PAIA request;
• understand how to make a request for access to a record we hold;
• know which of our records are available under other legislation;
• find the contact details of our Information Officer;
• find the Guide on how to use PAIA and how to obtain it;
• understand how we process personal information — its purpose, the categories of data subjects and information, the recipients of personal information, any processing outside South Africa, and our security measures (the detail lives in our privacy policy).

2. Key contact details for access to information

3. The Guide on how to use PAIA

• The Information Regulator has, in terms of section 10 of PAIA, updated and made available the Guide on how to use PAIA and POPIA, in an easily comprehensible form and manner.
• The Guide is available in every official language and in braille.
• You can inspect or copy the Guide at our offices during office hours, request it from our Information Officer, or obtain it from the Information Regulator at inforegulator.org.za.

4. Records available without a formal PAIA request

These records are available automatically, as contemplated in section 52 of PAIA:

5. Records available in accordance with other legislation

6. Subjects on which we hold records, and the categories of records

7. How to request access to a record

• Submit the prescribed request form — Form 2 (Regulation 7 of the PAIA regulations), available from the Regulator at inforegulator.org.za — to our Information Officer at admin@cyberv.co.za, or at our address above.
• A request must give enough detail to identify you and the record you want — and, because this is a request to a private body, the right you are seeking to exercise or protect, and why the record is required for that purpose.
• A request fee of R140.00 is payable before a request is processed; access fees (section 9) follow once your request is granted.
• We will notify you of the outcome, in the prescribed form, within 30 days. Where a request is large or requires extensive search, that period may be extended by a further 30 days, and you will be told why.
• A request may be refused on the grounds set out in PAIA — for example where a record contains another person's personal information, commercially confidential information, legally privileged material, or where disclosure would breach a duty of confidence or endanger someone. If refused, we will give reasons.

8. How we process personal information

A summary — the full detail lives in our privacy policy:

• Purpose of processing: providing and running the hosting, email and domain services; billing and payment collection; support; security and abuse prevention; and meeting our legal duties.
• Categories of data subjects and information: clients — name, company, contact and address details, registrant details, billing and payment records, service and support records; service providers — business contact and payment details; employees and contractors, where applicable — engagement records; website visitors — technical and security logs.
• Recipients or categories of recipients: our data-centre and infrastructure providers, domain registration partners, payment gateway and DNS providers, and recipients where the law requires it (never sold, never given for others' marketing).
• Cross-border processing: some of our services may be run in countries outside of South Africa, on the grounds set out in section 72 of POPIA.
• Security measures: hashed passwords, two-factor authentication, TLS encryption, access control and audit logging.

9. Remedies

• There is no internal appeal against a decision of the head of a private body. If your request is refused, or you do not receive an answer within 30 days, you may lodge a complaint with the Information Regulator (Form 5) within 180 days of the refusal or of the 30 days lapsing, or apply to a court for appropriate relief.
• Information Regulator (South Africa): JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001 · complaints@inforegulator.org.za · www.inforegulator.org.za.

10. Fees

The fees prescribed for requests to a private body (per the PAIA regulations, as published by the Regulator):

11. Availability of this manual

• On this website: cyberv.co.za/paia-manual — also available as a downloadable PDF.
• At our head office for inspection during office hours: Mams Mall, Cnr Tsamaya and Solomon Mahlangu, Mamelodi East, Pretoria, South Africa.
• On request — a copy is available at the prescribed fee of R2.00 per A4 page, and to the Information Regulator on request.
• Published in English; copies in other official languages are available on request.

12. Updating of this manual

This manual is reviewed and, where necessary, updated regularly — at least once a year — by the head of the organisation, and is submitted to the Information Regulator as required. Last reviewed: 16 October 2026.

Issued by the Information Officer, Cyber V (Reg No 2021/995067/07), in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 (as amended).