PAIA Manual

This PAIA Manual is prepared for Silver Ivy Media (Pty) Ltd in terms of the Promotion of Access to Information Act, 2000 (“PAIA”), as amended. It explains the categories of records that may be held by Silver Ivy Media and the process that must be followed when a person wants to request access to a specific record.

This manual is a public guide to the process. It does not make client records, project files, private documents, third-party personal information or confidential business information publicly available.

PAIA is about formal requests for access to specific records held by a public or private body. POPIA is about how personal information is collected, used, stored, shared, protected and deleted.

Silver Ivy Media handles privacy matters through its Privacy Policy / POPIA Notice and handles formal access-to-record requests through this PAIA Manual and the prescribed PAIA request process.

Legal name: Silver Ivy Media (Pty) Ltd
Company registration number: 2024/035143/07
Directors: Chris Sham and Ramona Sham
Website: www.silverivymedia.co.za
Email: [email protected]
Telephone: 087 095 7821
WhatsApp: 083 411 0246

Administrative / registered address: To be inserted before publishing. Client meetings are by appointment only. Silver Ivy Media does not accept walk-in visits.

Information Officer / PAIA contact: To be confirmed before publishing.
Email for PAIA requests: [email protected]
Subject line suggestion: PAIA Request - Silver Ivy Media

Silver Ivy Media may require identity verification, proof of authority or additional information before processing certain requests, especially where a request relates to personal information, client records, contractual records or confidential business information.

A requester must submit the prescribed PAIA request form and provide enough detail for Silver Ivy Media to identify the record requested and assess whether access may lawfully be granted.

A PAIA request should include the requester’s name, contact details, proof of identity where required, the record being requested, the right the requester wants to exercise or protect, why the record is required for that right, the preferred form of access, and any proof of authority if the requester acts on behalf of another person or business.

A request for support, a complaint, a project query, a billing query or a general question should be sent through the normal Silver Ivy Media contact channels. Those matters are not automatically PAIA requests.

Silver Ivy Media may hold records in categories such as company registration records, director records, tax and accounting records, invoices, payment records, client onboarding forms, quotes, proposals, contracts, project briefs, website content, design approvals, support requests, hosting records, domain records, supplier records, email correspondence, policy documents, internal operational records, security records and compliance records.

The existence of a record category does not mean a requester will automatically be entitled to receive that record. Every request must be assessed in terms of PAIA, POPIA and any applicable legal grounds for refusal.

Records or information that may be available without a formal PAIA request include the Silver Ivy Media website, public service descriptions, public pricing information where published, public legal pages, Privacy Policy / POPIA Notice, Terms and Conditions, Refund & Cancellation Policy, this PAIA Manual and general contact information.

Private client files, confidential project materials, contracts, invoices, support history, personal information, security information and third-party records are not publicly available simply because this manual exists.

Silver Ivy Media may process personal information such as names, business names, contact details, email addresses, phone numbers, WhatsApp numbers, billing information, project information, website URLs, uploaded files, support messages, website form submissions, communication records, access-related project notes and technical logs.

Personal information is processed for legitimate business purposes connected to enquiries, quotes, website projects, managed hosting, maintenance, support, billing, security, legal compliance and client communication. More detail is provided in the Silver Ivy Media Privacy Policy / POPIA Notice.

Personal information processed by Silver Ivy Media may relate to clients, prospective clients, client staff or representatives, accounts contacts, suppliers, contractors, service providers, website visitors, support contacts, business partners, directors and other persons who communicate with Silver Ivy Media.

Where Silver Ivy Media hosts or supports a client website that collects customer information, the client usually remains responsible for its own customer data and website privacy disclosures, while Silver Ivy Media may act as an operator or technical service provider depending on the arrangement.

Silver Ivy Media may share information with hosting providers, domain registrars, payment processors, email providers, security tools, analytics tools, contractors, professional advisers, support providers, regulators, authorities or other service providers where necessary for services, security, billing, legal compliance, support or legitimate business operations.

Silver Ivy Media does not sell client personal information and will not release confidential client records or third-party personal information through PAIA unless access is legally required or permitted.

Silver Ivy Media uses reasonable safeguards such as access controls, secure storage practices, SSL where applicable, restricted access, careful password handling, security monitoring, backups where included, and internal record controls.

No system is completely risk-free. Clients must also protect their own passwords, devices, third-party accounts, payment profiles, email accounts and website access credentials.

Access to a record may be refused or partially refused where the law allows or requires it. This may include records containing third-party personal information, confidential client information, commercial information, privileged information, security information, trade secrets, internal confidential materials, records that may prejudice another person or business, or records that Silver Ivy Media is not legally required or permitted to disclose.

If access is refused or partially granted, Silver Ivy Media will provide the response required by the applicable PAIA process.

PAIA allows for prescribed request, access, reproduction or search fees in certain circumstances. If fees are payable, Silver Ivy Media will communicate this through the appropriate PAIA response process.

Silver Ivy Media will aim to respond to PAIA requests within the timeframes required by law. Complex requests, third-party notifications, identity verification, unclear requests or large record searches may affect timing where the law allows.

The Information Regulator provides PAIA forms and guidance for making access-to-records requests. The prescribed Form 2 is used to request access to a record.

View PAIA forms from the Information Regulator
View PAIA guides and templates from the Information Regulator

If a requester is not satisfied with a PAIA decision, they may have complaint or escalation options under PAIA, including approaching the Information Regulator or another legally available forum where applicable.

Silver Ivy Media encourages requesters to submit clear, complete and properly authorised requests so that the matter can be assessed fairly and without unnecessary delay.

Silver Ivy Media may update this PAIA Manual from time to time to reflect changes in law, services, business details, records, contact information, Information Officer details, internal processes or regulatory guidance.

Before relying on this manual for a formal request, please check that you are using the latest version published on www.silverivymedia.co.za.