Legal
Access to records (PAIA)
Last updated: 12 October 2026
This page sets out how to request access to records under the Promotion of Access to Information Act 2 of 2000 (PAIA). It is written in plain language so that you can understand the process without legal assistance.
1. What the Act gives you
PAIA gives any person the right to request access to records held by a private body, subject to the grounds for refusal set out in the Act. We will consider each request on its merits and in terms of PAIA.
2. How to make a request
Requests must be made in writing using Form 2 as prescribed under PAIA. Provide enough information to identify the record you are asking for, and your own contact details so we can respond. Requests can be sent to our information officer at the contact details provided on request.
3. What it costs
A request fee may apply as prescribed by PAIA. If a fee is required, we will tell you in advance before we process your request.
4. Grounds for refusal
We may refuse a request where the Act allows it, such as where the record contains another person's personal information, where disclosure could harm the security of others, or where the request is manifestly frivolous. If we refuse, we will give you the reason and information about your right to take the matter further.
5. Your own records
If you are a customer, you generally have direct access to your own documents through your secure account and do not need to follow the PAIA process for them.