PAIA / POPIA Policy

Last Updated: January 2026

Complaints Authority SA (PTY) LTD (Registration No. 2026/410971/07) is committed to protecting your privacy and ensuring the lawful processing of your personal information in accordance with the Protection of Personal Information Act (POPIA) and the Promotion of Access to Information Act (PAIA).

1. Information Officer

Our Information Officer is responsible for overseeing compliance with POPIA and PAIA. Contact: info@complaintsauthoritysa.co.za

2. Personal Information We Collect

We may collect the following personal information when you engage our services:

- Full name and identity number;

- Contact details (email address, phone number, physical address);

- Details relating to your complaint or dispute matter;

- Payment and billing information;

- Correspondence and communications with us.

3. Purpose of Processing

We process your personal information for the following purposes:

- To provide our dispute resolution and document preparation services;

- To communicate with you regarding your case;

- To process payments;

- To comply with legal and regulatory obligations;

- To maintain our business records.

4. Lawful Basis for Processing

We process your personal information based on one or more of the following lawful grounds:

- Consent (where you have provided it);

- Performance of a contract (to provide our services);

- Legal obligation;

- Legitimate business interest.

5. Disclosure to Third Parties

We may disclose your personal information to:

- Statutory bodies, tribunals, or Ombuds as required for your case;

- Payment processors for billing purposes;

- Regulatory authorities as required by law.

We do not sell your personal information to third parties.

6. Data Security

We implement appropriate technical and organisational measures to safeguard your personal information against loss, theft, unauthorized access, and unlawful processing.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable law.

8. Your Rights

Under POPIA, you have the right to:

- Request access to your personal information (PAIA request);

- Request correction or deletion of your personal information;

- Object to the processing of your personal information;

- Lodge a complaint with the Information Regulator.

9. Access to Information (PAIA)

Requests for access to records held by Complaints Authority SA may be made in accordance with PAIA. Please direct such requests to our Information Officer at info@complaintsauthoritysa.co.za.

10. Complaints to the Information Regulator

If you are unsatisfied with our response to any privacy-related concern, you may lodge a complaint with the Information Regulator of South Africa:

Website: www.justice.gov.za/inforeg/

Email: inforeg@justice.gov.za