Legal

PAIA Manual

Manual of MyHelper (Pty) Ltd, prepared under section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA), read with the Protection of Personal Information Act 4 of 2013 (POPIA)

Date compiled: 5 November 2026 · Version 1.0 · Available at myhelper.co.za/paia-manual (with a downloadable PDF) and at our office

1. List of acronyms

2. Purpose of this manual

This manual helps requesters:

• see what categories of records MyHelper holds and which are available without a formal request;
• understand how to make a request for access to a record and what it costs;
• know how and why MyHelper processes personal information, as PAIA s51(1)(c) and POPIA require;
• find the contact details of our Information Officer and of the Information Regulator.

3. About MyHelper and key contact details

4. The Regulator's guide on how to use PAIA

4.1 Under PAIA s10, the Information Regulator has published a guide in each official language. It explains how to use PAIA and POPIA, including:

• the purpose of PAIA and POPIA;
• the contact details of information officers;
• how to request a record;
• the help available from information officers and the Regulator;
• all remedies, including internal and court remedies;
• the fees payable and the prescribed forms.

4.2 You can view the guide on the Regulator's website (www.inforegulator.org.za). You may also inspect or copy it at our office during office hours, or ask us for a copy, which we will give you free of charge.

5. Records available without a formal request (s52)

The following are freely available without a PAIA request:

• our Terms of Service, Privacy Policy, POPIA Policy, Security Statement, Cookie Policy and this manual, on our websites;
• our prices and service descriptions, on our websites;
• marketing and general information about our services, on our websites.

MyHelper has not published a notice under s52(2). Any other record must be requested under section 9 of this manual.

6. Records kept under other legislation

MyHelper keeps records as required by, among others, the following laws:

• Basic Conditions of Employment Act 75 of 1997
• Companies Act 71 of 2008
• Compensation for Occupational Injuries and Diseases Act 130 of 1993
• Consumer Protection Act 68 of 2008
• Electronic Communications and Transactions Act 25 of 2002
• Income Tax Act 58 of 1962
• Labour Relations Act 66 of 1995
• National Minimum Wage Act 9 of 2018
• Promotion of Access to Information Act 2 of 2000
• Protection of Personal Information Act 4 of 2013
• Tax Administration Act 28 of 2011
• Unemployment Insurance Act 63 of 2001 and Unemployment Insurance Contributions Act 4 of 2002

Where a law gives you a right to a record, you may access it in the way that law provides.

7. Subjects and categories of records held

Note: records that MyHelper holds as operator belong to the employer as responsible party. We may refer a request for those records to the employer.

8. Processing of personal information (POPIA)

8.1 Purposes of processing

• Providing payroll, leave, payslip, contract and UIF/COID compliance software to employers of domestic workers
• Preparing and submitting UIF and COID registrations for clients who instruct us
• Billing and collecting payment, and keeping financial records
• Responding to enquiries and providing support
• Securing our systems and preventing fraud
• Complying with legal and regulatory obligations
• Marketing, but only with consent or to existing clients with an opt-out
• Employing and managing our own staff

8.2 Categories of data subjects and their personal information

MyHelper does not collect race, religion, disability, biometric or criminal information.

8.3 Recipients of personal information

• The Department of Employment and Labour, the UIF and the Compensation Fund, for submissions a client instructs
• Service providers that act as our operators: Supabase (database), Vercel (hosting), PayFast (payments), Resend and Mailgun (email delivery), Microsoft 365 (business email), MailerLite (marketing email), Meta (WhatsApp Business Cloud API) and Google Analytics (website analytics, only with consent)
• Advertising platforms, only with the data subject's consent
• Regulators, courts and law-enforcement agencies, where the law requires it

8.4 Planned cross-border transfers

Personal information is stored by Supabase in the European Union (Stockholm, Sweden). It is also processed by Vercel and the other providers listed above outside South Africa. These transfers rely on POPIA s72(1)(a), through binding agreements with an adequate level of protection, and s72(1)(c), where the transfer is necessary to perform the contract with the data subject.

8.5 Security measures

We use encryption in transit (TLS) and at rest (AES-256, by our database provider), database row-level security that separates client accounts, restricted and supervised staff access with confidentiality obligations, hashed passwords, expiring payslip links, daily database backups, and an incident-response process that includes notifying the Regulator through eServices. See our Security Statement.

9. How to request access to a record

9.1 Form. Use the prescribed Form 2: Request for Access to Record (Regulation 7 of the PAIA Regulations, 2021; this replaces the old "Form C"). It is available on the Regulator's website, or we will send it to you on request.

9.2 Send it to the Information Officer by email (support@myhelper.co.za, subject line "PAIA request") or by hand or post to 3 Maree Street, Maree Park, Potchefstroom, 2531.

9.3 What to include:

• enough detail to identify the record(s) and yourself;
• the form of access you want (for example an electronic copy);
• the right you want to exercise or protect, and why the record is needed for that (PAIA s53);
• if you are asking on behalf of someone else, proof of your authority.

9.4 Help. If you need help completing the form, for example because of a disability or because you cannot read or write, contact the Information Officer. We will help you free of charge.

9.5 Timeline. We will decide on your request within 30 days of receiving it and tell you the outcome. In the circumstances PAIA s57 allows, we may extend this once by up to 30 more days and will tell you why. If we don't respond in time, the request is treated as refused (s58).

9.6 Your own personal information. You don't pay the request fee for a request for your own personal information. For that kind of request, an email under our Privacy Policy is usually enough.

10. Fees

We will notify you of the fees payable (using the prescribed form) before we give access. The fees may change when the Regulations are amended, and the current Regulations apply.

11. Grounds for refusal

We may or must refuse access to a record on the grounds set out in PAIA Chapter 4 of Part 3 (ss62–70), including to protect:

• the privacy of a third party who is a natural person (s63);
• a third party's commercial information, such as trade secrets, financial or technical information (s64);
• confidential information of a third party (s65);
• the safety of individuals and property (s66);
• records privileged from production in legal proceedings (s67);
• MyHelper's own commercial information, including trade secrets and information whose disclosure could harm our commercial or financial interests (s68);
• research information (s69).

If part of a record can be disclosed without the protected part, we will disclose that part (s59).

12. Remedies

MyHelper has no internal appeal procedure. If you are not satisfied with our decision, with the fees, or with an extension, you may:

• lodge a complaint with the Information Regulator (PAIA s77A, using Form 5) within 180 days of our decision; or
• apply to a court with jurisdiction (PAIA s78).

Information Regulator (South Africa) Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg PO Box 31533, Braamfontein, Johannesburg, 2017 Tel: +27 10 023 5200 · www.inforegulator.org.za

13. Availability and updating of this manual

13.1 This manual is available:

• on our website at myhelper.co.za/paia-manual, as a web page and a downloadable PDF;
• at our office at 3 Maree Street, Maree Park, Potchefstroom, during office hours, for inspection free of charge;
• to the Information Regulator on request.

13.2 We will update this manual when our details or practices change, and review it at least once a year.

Issued by: Mario Labuschagne, Director and Information Officer, MyHelper (Pty) Ltd Date: 5 November 2026