PAIA manual

Last updated: 8 October 2026

This manual is prepared under section 51 of the Promotion of Access to Information Act 2 of 2000 [1]. It follows the Information Regulator's template manual for private bodies, with a section on how to make a request added for clarity [2]. Since 1 January 2022, every private body has needed a PAIA manual, including a person who runs a business in their own name [5].

Solar & Window Clean is a trading name of Cobus Bester (sole proprietor). Not VAT-registered.

1. What do the abbreviations in this manual mean?

2. What is this manual for?

This manual tells you what records Solar & Window Clean holds and how to ask for them.

It helps you to:

• see which categories of records we hold, and which are available without a formal request;
• find the person to contact, and how;
• find the Regulator's guide to using PAIA;
• understand how to make a request, what it may cost and how long it takes;
• see how we process personal information under POPIA, who receives it and whether it leaves South Africa.

PAIA gives you the right to records held by a private body when you need them to exercise or protect a right (PAIA s50) [1].

3. Who do you contact?

All PAIA requests go to Cobus Bester, who is both the head of the business and its Information Officer.

3.1 Information Officer

Under PAIA, a person who runs a business in their own name is a "private body", and that person is its head. POPIA makes the head of a private body its Information Officer [1][3][4].

• Information Officer: Cobus Bester

3.2 Deputy Information Officer

None. Cobus handles every request himself.

3.3 Contact details for access to information

3.4 Place of business

Solar & Window Clean is a mobile business based in Fish Hoek, Cape Town. It has no premises open to the public. Post or deliver documents to the address in 3.3. If you'd like to hand something to Cobus in person, WhatsApp him first to arrange a time.

4. Where can you find the Regulator's guide to PAIA?

The Information Regulator publishes a guide on how to use PAIA, and you can download it free or ask Cobus for a copy.

• The guide explains what PAIA is for, how to make a request, the fees and the remedies if a request is refused [7].
• You can download it from the Regulator's PAIA page [6].
• You can also ask Cobus for a copy.

5. Which records are available without a request?

Everything published on this website is available to anyone, without a PAIA request.

That includes our services, prices, terms, privacy notice and this manual. We have not published any other category of records for automatic access.

6. Which records do we keep under other laws?

We keep some records because other laws require them; they can be requested through the procedure in section 9.

7. What records do we hold?

We hold the records a one-person cleaning business needs to quote, do the work, get paid and meet the law.

8. How do we process personal information?

We process personal information to quote, book, do and invoice our work, and to keep the records the law requires. With consent, we also measure website use. The full details are in our Privacy & Cookies notice.

8.1 Purpose of processing

• Answering enquiries and sending quotes.
• Booking and doing the work, and recording what we find.
• Invoicing, receiving payment and keeping financial records.
• Handling questions, complaints and follow-up work.
• Measuring website use, only with the visitor's consent.
• Sending service reminders, only to people who ask for them.

8.2 Categories of data subjects and their information

8.3 Recipients of personal information

• WhatsApp (Meta), for messages with customers.
• Google, for email (Gmail) and, with consent, Google Analytics.
• The cloud service that backs up Cobus's phone, such as Google or Apple.
• Our website administrator, who builds, hosts and runs this website. As our operator under a written agreement (POPIA s21), they can access our email inbox and Google Analytics account only to run them [3].
• Banks or payment providers, when customers pay.
• SARS, and a tax practitioner if we use one, for tax purposes.
• A plumber or solar installer, only when a customer asks to be referred and agrees.
• The police, courts or regulators, only when the law requires it.

8.4 Planned transborder flows of personal information

Meta (WhatsApp) and Google process and store data outside South Africa, so customers' personal information may leave the country. We rely on the grounds in section 72 of POPIA, mainly that the transfer is needed to answer and serve the customer [3].

8.5 How we protect personal information

• Cobus's phone has a screen lock and is backed up.
• Cobus handles customer information. Our website administrator can also access the email inbox and Google Analytics account only to run them, under a written operator agreement (POPIA s21) [3].
• If personal information is accessed without permission, we must tell the people affected and the Information Regulator. POPIA says we must do so as soon as reasonably possible (s22) [3].

9. How do you request a record?

You request a record by sending the Regulator's Form 2 to Cobus, and he must decide within the time PAIA sets.

9.1 Use the prescribed form

Complete Form 2: Request for Access to Record (Regulation 7) [9]. Cobus can also send you a copy.

9.2 Send it to Cobus

Email the signed form to solarandwindowclean@gmail.com, or post or deliver it to the address in section 3.3. If you need help filling it in, WhatsApp Cobus on 082 332 7646.

WhatsApp Cobus for help with your request

9.3 Give enough detail

Your request must identify the record you want and who you are. It must also name the right you want to exercise or protect, and explain why you need the record for it (PAIA s53) [1]. If you ask on someone else's behalf, include proof that you may act for them.

9.4 Fees

PAIA's regulations set the fees, and we charge nothing beyond them.

• A request fee may apply. It doesn't apply if you're asking for your own personal information.
• An access fee may apply for searching for, preparing and copying records.
• The amounts are those in the Regulator's current PAIA fee structure [10].
• Before we do any work, we'll tell you in writing what's payable. We may ask for a deposit where PAIA allows it.

9.5 Timelines

Cobus must decide on your request within 30 days. He may extend this once, by a further 30 days at most, if he tells you why. If you get no decision in time, PAIA treats the request as refused (PAIA s56–s58) [1].

9.6 When a request may be refused

PAIA allows or requires a private body to refuse some requests (PAIA Part 3, Chapter 4) [1]. Examples include protecting another person's privacy, confidential commercial information, or a legally privileged record. If we refuse, we'll give you our reasons in writing. If a record concerns someone else, we may first have to tell them and let them respond (PAIA Part 3, Chapter 5) [1].

9.7 If you're unhappy with the decision

You may complain to the Information Regulator, using its Form 5 complaint form, or apply to court [1][11].

Information Regulator (South Africa)

• Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg 2191
• Phone: 010 023 5200 (toll-free 0800 017 160)
• General enquiries: enquiries@inforegulator.org.za
• PAIA complaints: PAIAComplaints@inforegulator.org.za
• POPIA complaints: POPIAComplaints@inforegulator.org.za
• Website: inforegulator.org.za

We checked these details on the Regulator's website on 8 October 2026 [12].

10. Where is this manual available?

This manual is on this website, and you can also get it from Cobus.

• On this page, at solarandwindowclean.co.za/paia-manual.
• As a copy, on request. A copying fee may apply, as the PAIA regulations prescribe [2].
• To the Information Regulator, on request [2].

11. When is this manual updated?

Cobus updates this manual whenever anything in it changes. The "Last updated" date at the top shows the current version.

If the business later registers with CIPC, this manual will be updated to name the new private body and its head. For how we handle bookings, cancellations and payment, see our Terms.

Questions about this manual?

Ask Cobus. He aims to reply to WhatsApp messages within an hour, Monday to Saturday, 08:00–17:00.

Sources

1. Republic of South Africa, Promotion of Access to Information Act 2 of 2000 (2000), as amended: s1, s50, s51, s53, s56–s58, Part 3 Chapters 4 and 5. The linked copy is the original text; read it with the amendments made by POPIA.
2. Information Regulator, PAIA Manual Template: Private Body (2021).
3. Republic of South Africa, Protection of Personal Information Act 4 of 2013 (2013): s1, s21, s22, s72.
4. Information Regulator, Guidance Note on Information Officers (2021).
5. South African Government, Information Regulator takes over PAIA functions from the South African Human Rights Commission (2021).
6. Information Regulator, Promotion of Access to Information Act (PAIA page: guide and forms) (checked 8 October 2026).
7. Information Regulator, Guide on how to use the Promotion of Access to Information Act 2 of 2000, as amended (2021).
8. Republic of South Africa, Consumer Protection Act 68 of 2008 (Government Gazette 32186) (2008): s26.
9. Information Regulator, Form 02: Request for Access to Record (Regulation 7) (2021).
10. Information Regulator, PAIA fees structure (checked 8 October 2026).
11. Information Regulator, Form 05: Complaint Form (Regulation 10) (2021).
12. Information Regulator, Contact us (checked 8 October 2026).