PAIA ManualPAIA-handleiding

Last updated: 2 October 2026Laas opgedateer: 2 Oktober 2026

This manual is published under section 51 of the Promotion of Access to Information Act (PAIA) and explains how to request access to records held by Pingback. As a small private body, Pingback uses the reduced manual format.

Hierdie handleiding word ingevolge artikel 51 van die Wet op Bevordering van Toegang tot Inligting (PAIA) gepubliseer en verduidelik hoe om toegang tot rekords van Pingback te versoek.

Hierdie handleiding is tans net in Engels beskikbaar. Kontak ons gerus by darian@pingback.co.za as jy hulp nodig het.

1. Company Details

Company
K2025077577 South Africa (Pty) Ltd, trading as Pingback
Reg. No.
2025/077577/07
Head of the body / Information Officer
Darian Coetser, Managing Director
Email
darian@pingback.co.za
WhatsApp
081 527 4525
Website
pingback.co.za

The Information Officer is registered with the Information Regulator (registration no. 2026-068252, 2 October 2026).

2. The Regulator's Guide

The Information Regulator has published a guide on how to use PAIA and POPIA. It is available in all official languages from the Information Regulator: inforegulator.org.za, email enquiries@inforegulator.org.za.

3. Records We Hold

  • Company records: registration documents, founding documents, statutory registers and director records.
  • Financial records: invoices, payment records, bank statements and tax records.
  • Client records: client agreements and order forms, business details, contact details and billing records.
  • Service records: enquiries and WhatsApp conversations processed on behalf of our clients, held as their operator under POPIA.
  • Supplier records: agreements and correspondence with service providers.
  • Policies: privacy policy, terms, data-deletion and security procedures.

Our privacy policy, terms and data-deletion page are freely available on this website without a formal request.

4. How to Request Access

  1. Complete the prescribed request form (Form 2), available from the Information Regulator's website, or email us and we'll send it to you.
  2. Send it to the Information Officer at darian@pingback.co.za, with proof of identity and enough detail for us to find the record.
  3. If you're asking on someone else's behalf, include proof that you're allowed to act for them.
  4. We respond within 30 days, as PAIA requires. Fees, where they apply, are those prescribed in the PAIA regulations, and we'll tell you about any fee before doing the work.

Some records may be refused on the grounds set out in PAIA, for example to protect another person's privacy, commercial information of a third party or a client, or confidential information. If a request is refused, we'll explain why, and you may complain to the Information Regulator or apply to court.

5. Personal Information We Process (POPIA)

  • Purpose: to provide our WhatsApp receptionist service to clients, manage client accounts and billing, and meet legal obligations.
  • Categories of people: our clients and their staff, our clients' customers who message them on WhatsApp, website visitors, and suppliers.
  • Categories of information: names, phone numbers, email addresses, business details, messages, photos and voice notes sent to our clients, enquiry details, and billing information.
  • Recipients: the client the customer contacted, and service providers we need to run Pingback (Meta/WhatsApp, cloud hosting and database, AI, email and payment providers).
  • Cross-border transfers: some providers store or process data outside South Africa, under protections similar to POPIA (section 72).
  • Security: encrypted connections, restricted access, private storage and 12-month retention of enquiry records, as described in our privacy policy.

6. Availability

This manual is available on our website and, on request, by email from the Information Officer at no charge.