PAIA Manual

1. Introduction

This manual is published in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA"). It explains how a requester may access records held by Servfi (Pty) Ltd ("Servfi", "we", "us") and how requests for access to, or correction of, personal information are dealt with under PAIA and the Protection of Personal Information Act 4 of 2013 ("POPIA").

2. Particulars of the private body

3. The Information Regulator's PAIA Guide

The Information Regulator has compiled a guide, in terms of section 10 of PAIA, containing information to help a person exercise their rights under PAIA and POPIA. The guide is available from the Information Regulator:

The Information Regulator (South Africa)
JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
Email: enquiries@inforegulator.org.za · PAIA: PAIAComplaints@inforegulator.org.za
Website: inforegulator.org.za

4. Records held by Servfi

The categories of records we hold include:

• Customer & provider records: account, profile, contact, booking, quote, review, and support records.
• Provider verification records: identity and verification documents provided during onboarding.
• Transaction records: booking values, platform-fee records, and payment-status records (card and bank-account details are held by our payment provider, not by Servfi).
• Corporate records: company registration, statutory, tax, financial, and contractual records.
• Operational records: employee/contractor, IT, security, and correspondence records.

Some records are also held under other legislation, including the Companies Act 71 of 2008, the Tax Administration Act 28 of 2011, the Consumer Protection Act 68 of 2008, and POPIA.

5. Records available without a formal request

The following are available on our website without a PAIA request: our Terms of Service, Privacy Policy, Acceptable Use Policy, and Legal & Company Information.

6. How to request access to a record

• Complete the prescribed PAIA request form (Form 02) and submit it to the Information Officer at privacy@servfi.co.za.
• Provide sufficient detail to identify the record and the requester, the form of access required, and a contact address.
• Identify the right you are seeking to exercise and explain why the record is required for that right.
• The prescribed request and access fees may be payable before a request is processed, as set out in the PAIA regulations.
• We will respond within 30 days, which may be extended in the circumstances permitted by PAIA.

7. Grounds for refusal

Access to a record may be refused on the grounds set out in Chapter 4 of Part 3 of PAIA, including the mandatory protection of the privacy of a third party, commercial information, confidential information, and records privileged from production in legal proceedings.

8. Requests under POPIA

A data subject may request access to, or correction or deletion of, their personal information using the prescribed POPIA forms, sent to our Information Officer at privacy@servfi.co.za. How we handle personal information is described in our Privacy Policy.

9. Remedies

If a request is refused, the requester may lodge a complaint with the Information Regulator and/or apply to a competent court, as provided for in PAIA.

10. Availability of this manual

This manual is available free of charge on this website and, on request, by email from the Information Officer.