Prepared under section 51 of the Promotion of Access to Information Act 2 of 2000, as amended
PAIA manual
CX Calling (Pty) Ltd
Date of compilation: 2 November 2026. Date of revision: 2 November 2026.
1. Abbreviations
- IO: Information Officer
- PAIA: Promotion of Access to Information Act 2 of 2000, as amended
- POPIA: Protection of Personal Information Act 4 of 2013
- Regulator: the Information Regulator of South Africa
2. Purpose of this manual
This manual helps you see which records CX Calling (Pty) Ltd holds, which of them are available without a formal request, and how to ask for the others. It also explains how the company processes personal information, and how to contact the people responsible.
3. Contact details
| Information Officer | |
|---|---|
| Name | Ian Graham-Parker |
| Title | Director |
| Telephone | Available on request from popia@cxcalling.co.za |
| Fax | None |
| popia@cxcalling.co.za |
Deputy Information Officer: none designated.
| Company | |
|---|---|
| Street address | Available on request from popia@cxcalling.co.za |
| Postal address | Available on request from popia@cxcalling.co.za |
| Website | cxcalling.co.za |
4. Guide on how to use PAIA
The Regulator publishes a Guide on how to use PAIA and POPIA, available in each official language and in braille. It explains your rights, how to make a request, the help available and the remedies you have.
You can download the English Guide, get other versions from the Regulator’s website, or ask the Information Officer for a copy. Copies are kept for public inspection during normal business hours in English and isiZulu.
5. Records available without a formal request
| Category | Records | How to get them |
|---|---|---|
| Public information | Website content, service descriptions, this manual and the privacy notice | On the company’s websites |
| Company registration | Information publicly available from the Companies and Intellectual Property Commission | From the Commission, or by request |
6. Records available under other legislation
Where applicable, the company keeps records required by:
- Companies Act 71 of 2008
- Income Tax Act 58 of 1962, Value-Added Tax Act 89 of 1991 and Tax Administration Act 28 of 2011
- Basic Conditions of Employment Act 75 of 1997, Labour Relations Act 66 of 1995 and Employment Equity Act 55 of 1998
- Unemployment Insurance Act 63 of 2001, Compensation for Occupational Injuries and Diseases Act 130 of 1993 and Skills Development Act 97 of 1998
- Electronic Communications Act 36 of 2005, Electronic Communications and Transactions Act 25 of 2002, and the Regulation of Interception of Communications and Provision of Communication-Related Information Act 70 of 2002
- Consumer Protection Act 68 of 2008
- Protection of Personal Information Act 4 of 2013 and Promotion of Access to Information Act 2 of 2000
7. Subjects and categories of records
| Subject | Categories of records |
|---|---|
| Company secretarial | Incorporation documents, director and shareholder records, resolutions and statutory filings |
| Finance and tax | Accounting records, invoices, banking records, and tax and VAT records |
| Staff and contractors | Contracts, payroll, leave and other personnel records |
| Clients | Contracts, account and billing records, support tickets and correspondence |
| Communication services | Service configuration, and call, SMS and chat records processed for clients |
| Suppliers | Contracts, invoices and correspondence |
| Technology and security | System configuration, access records, logs and backups |
| Domains and business ideas | Domain registrations, and enquiries about partnering or buying |
| Intellectual property | Software, trade marks, brand assets and related agreements |
Listing a category doesn’t mean every record in it can be released. Section 8 sets out the grounds for refusal.
8. How to request a record
You’re entitled to a record of a private body if you need it to exercise or protect a right, you follow the procedure below, and no ground for refusal applies.
- Complete Form 2, Request for Access to Record. Identify the record and yourself, say how you want access, and explain which right the record is needed for.
- Send it to the Information Officer at the email or address in section 3.
- Pay the request fee when you’re notified of it. Processing starts once it’s paid.
- You’ll receive a decision as soon as reasonably possible, and within 30 days. That period can be extended in the circumstances PAIA allows, and you’ll be told if it is.
Fees
These are the Regulator’s prescribed fees for private bodies. Its fee schedule has the full list and prevails if it differs.
| Item | Fee |
|---|---|
| Request fee, paid by every requester | R140.00 |
| Printed or photocopied A4 page, or part of a page | R2.00 |
| Copy on a flash drive you provide, or a CD you provide | R40.00 |
| Copy on a CD we provide | R60.00 |
| Transcribing an audio record, per A4 page | R24.00 |
| Search and preparation, per hour or part of an hour after the first hour | R145.00, up to R435.00 in total |
| Deposit, if the search will take more than 6 hours | One-third of the access fee |
| Postage, email or other electronic transfer | Actual cost, if any |
Grounds for refusal
Sections 63 to 69 of PAIA require or allow refusal to protect the privacy of third parties, third parties’ commercial or confidential information, the safety of individuals and property, legally privileged records, the company’s own commercial information, and research information. Section 70 requires disclosure in certain cases where the public interest clearly outweighs these grounds.
If you’re not satisfied
There’s no internal appeal against a private body’s decision. Within 180 days, you may complain to the Regulator using Form 5, or apply to court.
Information Regulator: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191. Telephone 010 023 5200 or toll-free 0800 017 160. Complaints: PAIAComplaints@inforegulator.org.za. General enquiries: enquiries@inforegulator.org.za.
9. Processing of personal information
Purpose
To provide and support IT and communication services, manage client, staff and supplier relationships, meet legal and tax duties, secure systems, and respond to enquiries, including those about partnering on or buying the company’s domains.
Data subjects and information
| Data subjects | Personal information that may be processed |
|---|---|
| Clients and their contacts | Names, contact details, company and billing details, and correspondence |
| People contacted through client services | Phone numbers, call and message records, and any recordings or chat content, processed on behalf of the client |
| Staff and contractors | Names, contact and ID details, bank and tax details, qualifications, and employment records |
| Suppliers | Names, contact, registration, VAT and bank details |
| Website enquirers | Name, email address, message, any offer made, and the domain and time of the enquiry |
Recipients
| Information | Recipients |
|---|---|
| Service and client data | Hosting and cloud providers, telecoms carriers, and SMS and messaging providers |
| Enquiries and business email | Website hosting and email providers |
| Financial and staff records | Accountants, payroll providers, banks, and professional advisers |
| Records required by law | The South African Revenue Service, the Companies and Intellectual Property Commission, regulators, and law enforcement where legally required |
Planned cross-border transfers
Some providers operate outside South Africa. The company’s email is hosted by Google, and enquiry notifications are sent through SMTP2GO, so email, including those notifications, may be stored or processed abroad. Where information is transferred, the company relies on the grounds allowed by section 72 of POPIA.
Security measures
The company uses measures appropriate to the risk, including encrypted website connections, restricted access to systems and records, access credentials limited to those who need them, restricted permissions on stored enquiries, and encrypted backups.
10. Availability of this manual
This manual is available on the company’s website, for public inspection at its principal place of business during normal business hours, to anyone on request for a reasonable fee (R2.00 per A4 page), and to the Regulator on request.
11. Updates
The head of CX Calling (Pty) Ltd updates this manual regularly.
Issued by Ian Graham-Parker, Director, CX Calling (Pty) Ltd