PAIA Manual
This manual explains the records held by Find At Home Network (Pty) Ltd and how to request access under South Africa's Promotion of Access to Information Act, 2000.
Purpose of this manual
This manual is published by Find At Home Network (Pty) Ltd, trading as Find At Home (“Find At Home”, “FAH”, “we”, “us” or “our”). It is intended to help a person identify records that may be held by FAH and understand the procedure for requesting access.
PAIA gives a requester a right of access to a record of a private body when the record is required for the exercise or protection of a right, the procedural requirements are met, and no lawful ground of refusal applies. Publication of a category in this manual does not mean that every record will automatically be disclosed.
Company and Information Officer details
Formal PAIA requests should be sent to [email protected]. The dedicated Listing mailbox is used for Listing applications and is not the PAIA request address. The WordPress system-administration mailbox is not a public contact channel.
Guide on how to use PAIA
The Information Regulator has published a Guide explaining how to exercise rights under PAIA and POPIA, the assistance available, applicable fees, legal remedies, and how to lodge a complaint.
How to request access to a record
- 1Complete the prescribed Form 2
Describe the record clearly enough for us to identify it and indicate the form of access required.
- 2Explain the right concerned
Identify the right you seek to exercise or protect and explain why the requested record is required for that purpose.
- 3Provide identity and authority
Provide sufficient proof of identity. If you act for another person, also provide proof of your authority and the capacity in which you act.
- 4Email the signed form
Send it to [email protected] with the subject “PAIA Request – Form 2”.
- 5Pay a prescribed fee if notified
Where a fee lawfully applies, we will issue a written notice before processing or providing access. Do not make a payment until FAH gives you the payment instructions.
A requester should state how they wish to receive the decision and provide the necessary contact details. FAH will provide reasonable assistance where the law requires it. Requests must be specific; broad or unclear requests may require clarification.
Records automatically available
The following records are generally available without a formal PAIA request, subject to website availability, copyright, applicable terms and lawful redaction:
- public pages and articles published on the Find At Home website;
- public Business, Institution and Professional Listing profiles;
- current Listing and website package information published on the Pricing page;
- Find At Home's Terms & Platform Rules, Privacy Policy and this PAIA Manual;
- public contact information and company particulars displayed by FAH; and
- public marketing materials, notices and service descriptions released by FAH.
Public access does not authorise bulk scraping, republishing, impersonation, unlawful direct marketing, copyright infringement or use contrary to our Terms & Platform Rules.
Records available under other legislation
FAH may hold records required by the following legislation, to the extent that each law applies to its size, activities, registrations, staff and transactions:
- Companies Act 71 of 2008
- Income Tax Act 58 of 1962
- Tax Administration Act 28 of 2011
- Value-Added Tax Act 89 of 1991
- Consumer Protection Act 68 of 2008
- Electronic Communications and Transactions Act 25 of 2002
- Protection of Personal Information Act 4 of 2013
- Promotion of Access to Information Act 2 of 2000
- Copyright Act 98 of 1978
- Trade Marks Act 194 of 1993
- Cybercrimes Act 19 of 2020
- Basic Conditions of Employment Act 75 of 1997
- Labour Relations Act 66 of 1995
- Employment Equity Act 55 of 1998
- Unemployment Insurance Contributions Act 4 of 2002
- Compensation for Occupational Injuries and Diseases Act 130 of 1993
This list is not a representation that every listed statute presently creates records for FAH. Access under another law remains subject to that law's requirements and restrictions.
Subjects and categories of records held
| Subject | Examples of records | Availability |
|---|---|---|
| Corporate and statutory | Company registration, governance, statutory registers, policies, licences, internal decisions and compliance records. | PAIA request or other applicable law. |
| Directory Listings | Applications, profile content, contact details, claims, status and dates, verification records, CIPC documents, identity-related evidence, correspondence and moderation history. | Published profile information is public; underlying records require a lawful request. |
| Website and digital services | Enquiries, quotations, scopes, project plans, client content, approvals, design and development files, domains, hosting and care-plan records, support communications and project delivery records. | PAIA request, subject to confidentiality, privacy and intellectual property rights. |
| Clients and communications | Contact details, consent records, WhatsApp and email correspondence, complaints, service requests, notices and relationship history. | PAIA or POPIA request, as applicable. |
| Finance and tax | Quotations, invoices, payment records, proof of payment, refunds, expenses, banking administration, accounting and tax records. | PAIA request or other applicable law. |
| Suppliers and service providers | Due diligence, contracts, invoices, contact details, instructions, service records and correspondence. | PAIA request, subject to third-party and commercial confidentiality. |
| Website, analytics and security | Website logs, form submissions, analytics, cookie/consent records, technical configurations, backups, access records, security alerts and incident records. | PAIA request, subject to privacy, security and commercial restrictions. |
| Marketing and content | Campaigns, articles, media, social content, mailing lists, design assets, permissions, testimonials and brand records. | Published material may be public; other records require a lawful request. |
| Personnel, contractors and applicants | Where applicable: recruitment, identity, contracts, remuneration, payroll, leave, performance, disciplinary, training, health and safety, and termination records. | Restricted; PAIA or POPIA request subject to privacy and employment law. |
| Legal and regulatory | Terms acceptances, disputes, legal advice, PAIA requests, POPIA requests, risk assessments, breach records, regulatory correspondence and registers. | PAIA or POPIA request, subject to privilege and legal restrictions. |
The examples are descriptive, not exhaustive, and do not confirm that a particular record exists or remains within its lawful retention period.
Processing of personal information
Purposes of processing
- receive, assess, create, administer, renew, verify and moderate Listings;
- verify authority to claim or manage a Listing and prevent fraud or impersonation;
- provide website design, hosting, domain, email, SEO, business-profile and care services;
- communicate about enquiries, applications, projects, payments, renewals, complaints and support;
- prepare quotations and invoices, process and reconcile payments, and comply with accounting and tax duties;
- operate, secure, maintain, analyse and improve the website and related systems;
- exercise or defend legal rights and comply with lawful requests or regulatory obligations; and
- conduct lawful marketing and maintain opt-in or opt-out records where required.
Categories of data subjects and information
| Data subjects | Categories of personal information |
|---|---|
| Website visitors and enquirers | Names, contact details, messages, enquiry history, device/browser data, IP address, cookie identifiers and website interactions. |
| Listing owners, representatives and professionals | Names, roles, contact details, business and registration information, profile content, qualifications where relevant, CIPC or identity-related verification evidence, correspondence and claim history. |
| Website-service clients | Contact and business details, service requirements, client-supplied content, approvals, account and project information, billing and payment records. |
| Suppliers, contractors and advisers | Identity and contact details, contracts, professional information, banking/payment details, invoices, tax information and correspondence. |
| Personnel and applicants, where applicable | Identity, contact, qualifications, employment, remuneration, payroll, performance, leave, disciplinary, health and safety, and other legally required records. |
| Third parties appearing in content or communications | Names, images, voices, opinions, testimonials, correspondence and other information supplied lawfully or with appropriate authority. |
For fuller information about collection, lawful grounds, retention and data-subject rights, read our Privacy Policy.
Recipients and cross-border processing
Where necessary and lawful, personal information may be disclosed to categories of recipients such as:
- website hosting, cloud storage, security, email, analytics, communications, domain and technical service providers;
- invoicing, accounting, payment, banking, insurance, legal and professional advisers;
- contractors or service providers assisting with an authorised client project;
- regulators, courts, law-enforcement bodies or other authorities where disclosure is required or permitted by law; and
- the public, but only for information approved or lawfully used in a public Listing, article, testimonial or other published content.
Some technology and cloud providers may process or store information outside South Africa. Where section 72 of POPIA applies, FAH will seek to use an appropriate lawful basis and reasonable safeguards, such as adequate protection, a binding agreement, consent where appropriate, or another basis permitted by law.
Information security measures
FAH uses reasonable technical and organisational safeguards appropriate to its operations and the nature of the information. These may include:
Role-based access, limited administrative permissions and authentication controls.
Encrypted website connections and secure service-provider channels where available.
Updates, backups, malware/security controls, monitoring and service-provider safeguards.
Collecting and retaining information reasonably needed for identified purposes.
File review, safer submission channels, confidentiality measures and controlled publication.
Assessment, containment and legally required notification when a security compromise occurs.
No system can be guaranteed completely secure. Measures are reviewed and improved as risks, technology and legal obligations change.
Prescribed fees and decisions
The following private-body fees are published by the Information Regulator and are stated as at 1 August 2026. The prescribed fee in force when a request is processed will apply.
| Item | Current prescribed amount |
|---|---|
| Request fee payable by a requester, where applicable | R140.00 |
| Black-and-white A4 photocopy or printed page | R2.00 per page or part |
| Computer-readable copy on requester-provided flash drive or CD | R40.00 |
| Computer-readable copy on a CD supplied by the body | R60.00 |
| Audio transcription | R24.00 per A4 page |
| Visual-image transcription or copy | Outsourced service-provider quotation |
| Search and preparation after the first hour | R145.00 per hour or part, capped at R435.00 |
| Deposit where the search exceeds six hours | One-third of the applicable amount calculated under the prescribed schedule |
| Postage or electronic transfer | Actual expense, if any |
Check the Information Regulator's current fee schedule. Personal inspection at the registered address is free of charge, subject to a confirmed appointment, the nature of the record, and lawful security arrangements.
FAH will ordinarily decide a properly submitted request within 30 days after receipt, unless PAIA permits an extension. A permitted extension may be for no more than a further 30 days, and the requester will be notified with reasons. Access may be withheld until lawful fees are paid.
Grounds for refusal and available remedies
PAIA requires or permits refusal in certain circumstances. These may include protection of:
- the privacy and personal information of a third party;
- third-party trade secrets, commercial information or confidential information;
- the safety of individuals and security of property or systems;
- records privileged from production in legal proceedings;
- FAH's trade secrets, commercial interests, negotiations, competitive position or protected computer programs; and
- research information where disclosure would cause serious disadvantage.
Where possible, a non-protected part of a record will be separated and disclosed. PAIA's public-interest override may require disclosure where the statutory test is met.
Availability and updates
This manual is available free of charge on the Find At Home website and may be inspected at our physical address during agreed business hours by prior appointment. A copy may also be requested from the Information Officer using the contact details above.
FAH will review and update this manual regularly to reflect material changes in its records, processing activities, contact details, services or legal obligations. The effective date and version will be updated when a revised manual is published.
This manual should be read with our Privacy Policy and Terms & Platform Rules.
Send Form 2 to our Information Officer.
Use a clear subject line and include the record, the right concerned, your contact details and the required proof.
Official resources are maintained by the Information Regulator (South Africa). If an official form, fee or legal requirement changes, the current official requirement prevails.