PAIA MANUAL
THE FROZEN FOOD COURIER
Prepared in terms of Section 51 of the Promotion of Access to Information Act 2 of 2000 (as amended) and Section 17 of the Protection of Personal Information Act 4 of 2013
Date of Compilation: October 2025
Date of Last Revision: October 2025
1. INTERPRETATION AND DEFINITIONS
1.1. Interpretation
In this Manual, unless the context clearly indicates otherwise:
- References to any gender include all genders
- References to the singular include the plural and vice versa
- References to a natural person include juristic persons and vice versa
- References to legislation include any amendments or re-enactments thereof
- “Days” means calendar days unless specified as “business days”
- “Business day” means any day other than a Saturday, Sunday or public holiday in South Africa
- If any number of days is calculated from a particular day, that day is excluded and the period commences on the next day
- If the last day of any period falls on a day that is not a business day, the last day shall be the next succeeding business day
- The word “including” followed by specific examples shall not limit the meaning of the general wording preceding it
1.2. Definitions
| Acronym/Term | Meaning |
|---|---|
| CEO | Chief Executive Officer |
| Company or The Frozen Food Courier | Blue Sage Distribution (Pty) Ltd |
| DIO | Deputy Information Officer |
| IO | Information Officer |
| Manual or This Manual | This PAIA Manual including all annexures |
| PAIA | Promotion of Access to Information Act 2 of 2000 (as amended) |
| POPIA | Protection of Personal Information Act 4 of 2013 |
| Regulator or Information Regulator | Information Regulator (South Africa) |
| Republic | Republic of South Africa |
| Requester | A person making a request for access to records in terms of PAIA |
1.3. Conflicts and Limitations
- Insofar as there is any conflict between this Manual and PAIA or POPIA, the legislation shall prevail
- This Manual does not purport to be exhaustive or comprehensively deal with every procedure provided for in PAIA
- Requesters are advised to familiarize themselves with the provisions of PAIA before lodging any request
2. PURPOSE OF THIS PAIA MANUAL
This PAIA Manual is useful for the public to:
2.1. Check the categories of records held by The Frozen Food Courier which are available without a person having to submit a formal PAIA request;
2.2. Have a clear description of the subjects on which The Frozen Food Courier holds records and the categories of records held on each subject;
2.3. Know the description of the records of The Frozen Food Courier which are available in accordance with any other legislation;
2.4. Access all the relevant contact details of the Information Officer and Deputy Information Officer (if appointed) who will assist the public with the records held by The Frozen Food Courier;
2.5. Know the description of the guide on how to use PAIA, as updated by the Information Regulator and how to obtain access to it;
2.6. Know if The Frozen Food Courier processes personal information, the purpose of processing of personal information and the description of the categories of data subjects and of the information or categories of information relating thereto;
2.7. Know the description of the categories of data subjects and of the information or categories of information relating thereto;
2.8. Know the recipients or categories of recipients to whom the personal information may be supplied;
2.9. Know if The Frozen Food Courier has planned to transfer or process personal information outside the Republic of South Africa and the recipients or categories of recipients to whom the personal information may be supplied; and
2.10. Know whether The Frozen Food Courier has appropriate security measures to ensure the confidentiality, integrity and availability of the personal information which is to be processed.
3. KEY CONTACT DETAILS FOR ACCESS TO INFORMATION
3.1. Company Details
Legal Entity Name: Blue Sage Distribution (Pty) Ltd
Trading Name: The Frozen Food Courier (previously Blue Sage Couriers)
Registration Number: 2015/398273/07
VAT Number: 4960272567
Telephone: +27 83 625 1290
Email: info@thefrozenfoodcourier.co.za
Website: https://thefrozenfoodcourier.co.za
Legal Hub: https://thefrozenfoodcourier.co.za/legal-hub/
3.2. Information Officer
Name: Ockert Cameron
Position: Director
Telephone: +27836251290
Email: ockert@thefrozenfoodcourier.co.za
4. GUIDE ON HOW TO USE PAIA AND HOW TO OBTAIN ACCESS TO THE GUIDE
The Information Regulator has compiled a Guide on how to use PAIA in terms of Section 10 of PAIA. The Guide contains information to assist you in exercising your rights under PAIA.
The Guide is available in all official languages and can be obtained from:
The Information Regulator (South Africa)
Postal Address: P.O. Box 31533, Braamfontein, Johannesburg, 2017
Physical Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
Telephone: 010 023 5200
Email: inforeg@justice.gov.za
Website: https://inforegulator.org.za
The Guide is available on the Information Regulator’s website in all official South African languages.
5. CATEGORIES OF RECORDS WHICH ARE AVAILABLE WITHOUT A PERSON HAVING TO REQUEST ACCESS
The following categories of records are automatically available on our website and do not require a formal PAIA request:
5.1. Public Information Available on Website
- Company information and contact details (Legal Hub page)
- Privacy Policy – https://thefrozenfoodcourier.co.za/privacy-policy/
- Cookie Policy – https://thefrozenfoodcourier.co.za/cookie-policy/
- Service Terms and Conditions – https://thefrozenfoodcourier.co.za/our-terms-and-conditions/
- Online Terms of Use – https://thefrozenfoodcourier.co.za/terms-conditions/
- This PAIA Manual (when published)
- Service offerings and general pricing information
- General company policies available to the public
- Contact forms for exercising data subject rights
5.2. Records Available to Employees Only
The following records are automatically available to employees and need not be requested through the PAIA process:
- Personnel records (each employee may access their own file)
- Records of disciplinary hearings (available to the employee concerned)
- Company policies and procedures
- Employment contracts and related documentation
5.3. Legal and Compliance Documents
All legal documents are centrally accessible through our Legal Hub at:
https://thefrozenfoodcourier.co.za/legal-hub/
6. DESCRIPTION OF RECORDS AVAILABLE IN ACCORDANCE WITH OTHER LEGISLATION
The Frozen Food Courier holds records in accordance with the following legislation:
| Category of Records | Applicable Legislation |
|---|---|
| Company registration documents | Companies Act 71 of 2008 |
| Tax records and returns | Income Tax Act 58 of 1962 |
| VAT records | Value-Added Tax Act 89 of 1991 |
| Employment records | Basic Conditions of Employment Act 75 of 1997 |
| Employment records | Labour Relations Act 66 of 1995 |
| Employment equity records | Employment Equity Act 55 of 1998 |
| Unemployment Insurance records | Unemployment Insurance Act 63 of 2001 |
| Skills development records | Skills Development Act 97 of 1998 |
| Health and safety records | Occupational Health and Safety Act 85 of 1993 |
| Vehicle and driver records | National Road Traffic Act 93 of 1996 |
| Food safety records | Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 |
| Privacy and data protection records | Protection of Personal Information Act 4 of 2013 |
| Access to information records | Promotion of Access to Information Act 2 of 2000 |
| Accounting records | Companies Act 71 of 2008 |
7. DESCRIPTION OF SUBJECTS ON WHICH THE FROZEN FOOD COURIER HOLDS RECORDS AND CATEGORIES OF RECORDS
| Subject | Categories of Records Held |
|---|---|
| Company Administration | – Company registration documents – Memorandum of Incorporation – Shareholder records – Director records and resolutions – Annual financial statements – CIPC compliance documents |
| Financial Records | – Bank statements – Invoices and receipts – Tax returns and assessments – VAT records – Accounting records – Payment records – Creditor and debtor records |
| Customer Records | – Customer contact details (name, address, phone, email) – Delivery addresses – Order history (Optimoroute) – Communication records (SendGrid, SMS Portal, Zoho Cliq) – Customer queries and complaints – Consent records – Caller identification data (Zoho CRM) – Customer preferences and notes |
| Delivery Operations | – Delivery schedules and routes – Delivery confirmation records – GPS tracking logs – Delivery instructions – Failed delivery records – Temperature monitoring logs |
| Vehicle Records | – Vehicle registration documents – License documents – Insurance documents – Maintenance records – Roadworthy certificates – Fuel records – Vehicle tracking records |
| Driver/Personnel Records | – Employment contracts – Job applications and CVs – Driver’s licenses – Professional Driving Permits (PrDP) – Training records – Performance evaluations – Salary and wage records – Leave records – Disciplinary records – Payroll records – Tax certificates (IRP5) – UIF records |
| Health and Safety | – Incident reports – Vehicle inspection records (WhipAround) – Temperature control records |
| Supplier Records | – Supplier contracts – Supplier contact details – Purchase orders – Delivery notes – Supplier invoices – Quality certificates |
| Information Technology | – Website data and analytics – System logs – IP addresses – Cookie data – Email communications – Form submissions |
| Legal and Compliance | – Contracts and agreements – Legal correspondence – Insurance policies – Compliance certificates – Audit reports – This PAIA Manual – Privacy Policy (https://thefrozenfoodcourier.co.za/privacy-policy/) – Cookie Policy (https://thefrozenfoodcourier.co.za/cookie-policy/) – Service Terms and Conditions (https://thefrozenfoodcourier.co.za/our-terms-and-conditions/) – Online Terms of Use (https://thefrozenfoodcourier.co.za/terms-conditions/) – Data subject consent records – Data breach incident reports |
| Marketing and Communications | – Marketing materials – Customer feedback – Social media communications |
8. PROCESSING OF PERSONAL INFORMATION
The Frozen Food Courier processes personal information as a Responsible Party in terms of POPIA.
8.1. Purpose of Processing Personal Information
The Frozen Food Courier processes personal information for the following purposes:
- Service Delivery: To fulfill customer orders and deliver frozen food products
- Communication: To contact customers regarding their orders, delivery schedules, and service updates
- Customer Service: To respond to queries, complaints, and requests
- Operational Management: To manage delivery routes, driver schedules, and logistics
- Financial Management: To process payments, issue invoices, and maintain financial records
- Legal Compliance: To comply with tax, labor, road traffic, and other legal requirements
- Marketing: To send newsletters and promotional materials (with consent)
- Quality Assurance: To monitor service quality and improve operations
- Health and Safety: To ensure food safety standards and vehicle safety compliance
8.2. Categories of Data Subjects
The Frozen Food Courier processes personal information relating to the following categories of data subjects:
| Category of Data Subject | Description |
|---|---|
| Customers | Individuals who order frozen food delivery services |
| Website Visitors | Individuals who visit our website |
| Employees | Current and former employees, including drivers |
| Job Applicants | Individuals who apply for employment |
| Suppliers | Individuals representing supplier companies |
| Service Providers | Third-party service providers and their representatives |
| Emergency Contacts | Individuals listed as emergency contacts by employees |
8.3. Categories of Personal Information Processed
| Category of Data Subject | Categories of Personal Information | Recipients or Categories of Recipients |
|---|---|---|
| Customers | – Full name – Residential and delivery addresses – Email address – Telephone and mobile numbers – Order history – Payment information (processed by third parties – not stored by us) – Communication records (email, SMS, WhatsApp, Zoho Cliq notifications) – Delivery preferences – Proof of delivery signatures – Consent records | – Delivery drivers – Payment processors (as per Service Terms) – Email service providers (Twilio SendGrid) – SMS service providers (SMS Portal) – Notification services (Zoho Cliq) – Customer relationship management (Zoho CRM) – Automation platform (Make.com – for workflow automation) – Website hosting providers (WPMU DEV/Incsub) – Customer support systems – Long haul carriage partners (if applicable) |
| Website Visitors | – IP address – Browser type and version – Operating system – Pages visited – Time and date of visit – Location data (city/region) – Device information – Search query data (Google Search Console) | – Website hosting provider (WPMU DEV/Incsub, LLC – basic internal statistics) – Search engine monitoring (Google Search Console) – Website security monitoring (TrustedSite.com) – Anti-spam services (Cloudflare Turnstile) – Font providers (Google Fonts) – Page builder (Elementor) Note: We do NOT use marketing or tracking cookies, analytics tools, or third-party advertising trackers |
| Employees/Drivers | – Full name and ID number – Contact details (address, phone, email) – Date of birth – Driver’s license details – Professional Driving Permit – Employment contract details – Bank account details – Tax number – Salary and benefits information – Performance records – Disciplinary records – Leave records – Emergency contact details – Criminal record checks (if applicable) | – SARS (tax authority) – Department of Labour – UIF (Unemployment Insurance Fund) – Medical aid providers – Pension fund administrators – Banks (salary payments) – Insurance companies |
| Job Applicants | – Full name and ID number – Contact details – CV and qualifications – Work history – References – Driver’s license (if applicable) – Criminal record checks (if applicable) | |
| Suppliers | – Contact person name – Contact details – Company details – Banking details – Tax information | – SARS – Banks |
8.4. Planned Transborder Flows of Personal Information
The Frozen Food Courier may transfer personal information outside the Republic of South Africa to the following recipients. These transfers occur as a necessary part of our service delivery and are subject to appropriate safeguards:
| Category of Personal Information | Country/Region | Recipient | Purpose | Safeguards |
|---|---|---|---|---|
| Financial records, customer invoices | India, United States | Zoho Corporation (Zoho Books) | Cloud-based accounting and financial management | ISO 27001, SOC 2 Type II certified; GDPR compliant; Data Processing Agreement; Encryption at rest and in transit |
| Employee records, HR data | India, United States | Zoho Corporation (Zoho People) | Human resources management system | ISO 27001, SOC 2 Type II certified; GDPR compliant; Data Processing Agreement; Role-based access controls |
| Customer contact details, caller identification | India, United States | Zoho Corporation (Zoho CRM) | Customer relationship management and contact identification | ISO 27001, SOC 2 Type II certified; GDPR compliant; Data Processing Agreement; Encryption |
| Customer notifications, internal team alerts | India, United States | Zoho Corporation (Zoho Cliq) | Real-time customer and team notifications | ISO 27001, SOC 2 Type II certified; GDPR compliant; End-to-end encryption available |
| Customer addresses, route data, driver locations | United States, European Union | OptimoRoute (Gurtam) | Route optimization and delivery management | SOC 2 compliant; GDPR compliant; Data encryption; Secure API connections |
| Documents, files, customer data | India, United States | Zoho Corporation (Zoho WorkDrive) | Secure document storage and collaboration | ISO 27001, SOC 2 Type II certified; GDPR compliant; Encryption; Version control |
| Documents, spreadsheets, customer data | United States | Google (Google Drive, Sheets) | Document storage and data management | ISO 27001, SOC 2 certified; GDPR compliant; Encryption at rest and in transit |
| Customer email addresses, email content | United States | Twilio SendGrid | Transactional and marketing email delivery | ISO 27001, SOC 2 Type II certified; GDPR compliant; Data Processing Agreement |
| Customer phone numbers, SMS content | South Africa, International | SMS Portal | SMS notifications and delivery alerts | Local South African provider; Secure transmission; Data protection policies |
| Workflow automation data (customer info in transit) | United States, European Union | Make.com (formerly Integromat) | Automation of workflows between systems | ISO 27001 certified; GDPR compliant; Data Processing Agreement; Encrypted connections |
| Website visitor data, customer data | United States | WPMU DEV (Incsub, LLC) | Website hosting and management | Privacy Policy compliant with GDPR standards; Standard contractual clauses |
| Website analytics data | United States | Google Analytics | Website traffic analysis and optimization | Data anonymization available; GDPR-compliant settings |
| IP addresses, traffic data, cookies | United States & Various | Stackpath CDN | Content delivery network for faster website loading | Privacy policy available; Network security measures |
| Form submission data, spam protection | United States | Cloudflare Turnstile | CAPTCHA and spam protection | GDPR-compliant; Privacy-focused alternative to reCAPTCHA |
| Email marketing data (if used) | United States | Twilio SendGrid | Marketing communications (only with consent) | GDPR-compliant; Standard contractual clauses |
Primary Cloud Service Providers:
- Zoho Corporation – India/United States (Financial, HR, CRM, Notifications, Document Management)
- Google – United States (Drive, Analytics)
- OptimoRoute (Gurtam) – United States/EU (Route Optimization)
- Twilio SendGrid – United States (Email Delivery)
- SMS Portal – South Africa (SMS Notifications)
- Make.com – United States/EU (Workflow Automation)
Important Note on Automation (Make.com): Make.com acts as an integration and automation platform that connects our various systems (Zoho, OptimoRoute, SendGrid, SMS Portal, etc.). Customer data may pass through Make.com temporarily during workflow execution but is not stored permanently. Make.com processes data only as necessary to execute automated workflows between our systems.
Additional Information:
- All third-party processors listed above have privacy policies that comply with international data protection standards
- We ensure that contracts with data processors include appropriate data protection clauses as required by POPIA
- Transfers are made only where necessary for service delivery or with your explicit consent
- All cloud providers maintain data centers with geographic redundancy
- Data is encrypted both at rest (stored) and in transit (being transferred)
- You have the right to object to cross-border transfers (see Section 11 – Data Subject Rights)
- For full details on third-party services, please refer to our Privacy Policy at: https://thefrozenfoodcourier.co.za/privacy-policy/
8.5. General Description of Information Security Measures
The Frozen Food Courier implements the following security measures to protect personal information:
Physical Security:
- Secure office premises with access control
- Locked filing cabinets for physical records
- Secure storage for backup media
- Vehicle security for delivery documents
Computer and Network Security:
- Password-protected computer systems
- Regular software updates and security patches
- Firewall protection
- Anti-virus and anti-malware software
- Encrypted data transmission (HTTPS/SSL)
- Secure cloud storage with access controls
- Regular backups
Access Controls:
- Role-based access to personal information
- Unique user accounts for each employee
- Strong password requirements
- Limited access on need-to-know basis
- Logging of access to sensitive information
Organizational Measures:
- Staff training on data protection and privacy
- Confidentiality agreements with employees
- Clear data retention and disposal policies
- Incident response procedures
- Regular review of security measures
- Written contracts with data processors
Data Storage Systems and Infrastructure:
- Operating System: Linux-based workstations (enhanced security)
- Cloud-First Architecture: All data securely stored in cloud systems with encryption
- Financial Data: Zoho Books (cloud-based accounting system with bank-level encryption)
- HR Data: Zoho People (secure HR management system with role-based access controls)
- Customer Relationship Management: Zoho CRM (contact management and caller identification)
- Internal Communications: Zoho Cliq (team notifications and customer alerts)
- Route and Delivery Data: OptimoRoute (cloud-based route optimization with secure data storage)
- Document Management: Zoho WorkDrive and Google Drive (enterprise-grade cloud storage with encryption at rest and in transit)
- Email Delivery: Twilio SendGrid (transactional email platform with deliverability optimization)
- SMS Notifications: SMS Portal (South African SMS gateway for delivery notifications)
- Workflow Automation: Make.com (integration platform connecting all systems securely)
- Customer Data: Integrated across Zoho ecosystem with unified security standards
- Backup Systems: Automated cloud backups with redundancy
- No Local Storage: Critical data is not stored on local devices, reducing risk of loss or theft
Cloud Service Provider Security:
- All cloud providers (Zoho, Google, OptimoRoute) maintain:
- ISO 27001 certification (Information Security Management)
- SOC 2 Type II compliance (Security, Availability, Confidentiality)
- Data encryption at rest and in transit
- Regular security audits and penetration testing
- Geographic data redundancy
- 99.9%+ uptime guarantees
- GDPR and international data protection compliance
Website Security:
- HTTPS encryption (SSL certificates)
- Security plugins (Defender Pro – IP blocking, malware scanning, blacklist monitoring)
- CAPTCHA/spam protection (Cloudflare Turnstile, McAfee)
- Regular security audits and monitoring
- IP blocking for malicious activity
- Automated backup systems (Snapshot Pro)
- No storage of payment card details (payment processing handled by external PCI-DSS compliant processors)
- Regular plugin and WordPress core updates
- Web application firewall protection
Additional Measures:
- Cookie consent management (as per Cookie Policy)
- Regular staff training on information security and POPIA compliance
- Incident response plan for data breaches
- Regular review and updates of security measures
- Documented procedures for handling personal information
- Access logs maintained for audit purposes
- Multi-factor authentication (MFA) where available
- Regular password updates and strong password policies
For detailed information on our security practices, please refer to:
- Our Privacy Policy: https://thefrozenfoodcourier.co.za/privacy-policy/
- Our Cookie Policy: https://thefrozenfoodcourier.co.za/cookie-policy/
9. PROCEDURE FOR REQUESTING ACCESS TO RECORDS
9.1. How to Request Access
Any person wishing to request access to records held by The Frozen Food Courier must:
- Complete the prescribed Form 2 (Request for Access to Record of Private Body)
- Available from the Information Regulator’s website: https://inforegulator.org.za
- Available from our Legal Hub: https://thefrozenfoodcourier.co.za/legal-hub/
- Available from our Information Officer upon request
- Submit the completed form to the Information Officer:
- Email: ockert@thefrozenfoodcourier.co.za
- Pay the prescribed request fee (if applicable – see Section 9.3)
- Provide sufficient detail to enable identification of:
- The record(s) requested
- The requester
- The form of access required
9.2. Details Required in the Request
The request must include:
- Record identification: Sufficient details to identify the record(s) requested (be as specific as possible)
- Requester identity: Full name, ID number, contact details, and proof of identity
- Form of access: How you wish to access the record (inspection, photocopy, electronic copy, etc.)
- Contact method: Postal or email address for correspondence
- Preferred notification method: How you wish to be informed of the decision
- Capacity: If requesting on behalf of another person, proof of your authority to make the request
- Purpose: For private body requests, you must indicate which right you are seeking to exercise or protect and why the record is necessary
Important Notes:
- Incomplete requests may be returned or delayed
- False information may result in refusal of the request
- Requests for personal information about yourself (personal requests) may be exempt from the request fee
9.3. Fees Payable
9.3.1. Request Fee
A request fee of R50.00 is payable by any requester (other than a personal requester requesting their own personal information) before the request will be processed.
9.3.2. Reproduction Fees
The following fees for reproduction of records as prescribed in Section 52(3) of PAIA apply:
| Service | Fee |
|---|---|
| Photocopy of A4-size page or part thereof | R1.10 |
| Printed copy of A4-size page or part thereof | R0.75 |
| Copy on compact disc | R70.00 |
| Transcript of visual images (per A4 page or part thereof) | R40.00 |
| Copy of visual images | R60.00 |
| Transcript of audio record (per A4 page or part thereof) | R20.00 |
| Copy of audio record | R30.00 |
| Postage (if applicable) | Actual postal rate |
Note: VAT may be added to the above fees where applicable.
9.3.3. Deposit
In terms of Section 54(2) of PAIA, if the Information Officer is of the opinion that the search for, preparation of, and reproduction of the requested record will take more than 6 hours, a deposit shall be payable.
Calculation of deposit:
- Search and preparation is calculated at R30.00 per hour (or part thereof) exceeding the first 6 hours
- The deposit payable is one-third (1/3) of the total calculated amount
Example: If preparation will take 12 hours:
- Billable hours: 12 – 6 = 6 hours
- Total fee: 6 × R30 = R180
- Deposit required: R180 ÷ 3 = R60
9.3.4. Access Fee
An access fee is payable for:
- Time taken to search for the record (exceeding 6 hours)
- Time taken to prepare the record
- Reproduction of the record
- Postage (if applicable)
The access fee will be calculated and communicated to you before access is granted.
9.3.5. Payment Methods
Fees and deposits may be paid by:
- Electronic funds transfer (EFT)
Banking details will be provided by the Information Officer upon request.
9.3.6. Exemption from Fees
If you believe you qualify for exemption from payment of any fee (e.g., indigence), you must state the reason for exemption in your request. The Information Officer will consider the request for exemption and advise you of the decision.
9.4. Timeframes
The Information Officer will respond to your request within 30 days from the date of receipt of the request. This period may be extended by up to 30 additional days if:
- The request is for a large volume of records
- Additional time is needed to consult with third parties
- Records are not in the possession of The Frozen Food Courier but may be obtainable
You will be notified in writing if an extension is required.
9.5. Grounds for Refusal
Access to records may be refused on the following grounds (as set out in Chapter 4 of Part 3 of PAIA):
- Protection of privacy of third parties
- Commercial information of third parties
- Confidential information of third parties
- Safety of individuals and property
- Records privileged from production in legal proceedings
- Commercial information of The Frozen Food Courier
- Research information of third parties or The Frozen Food Courier
- Operations of public bodies
- Other grounds specified in PAIA
If a request is refused, reasons will be provided in writing.
9.6. If Records Cannot Be Found
9.6.1. Notification Procedure
If all reasonable steps have been taken to find a requested record and:
- The record cannot be found, or
- The record does not exist
Then the Information Officer will notify you by way of an affidavit or affirmation that it is not possible to give access to the requested record.
9.6.2. Contents of Affidavit/Affirmation
The affidavit or affirmation will provide:
- A full account of all steps taken to find the record
- Details on how it was determined whether the record exists
- Details of all communications by the Information Officer with every person who conducted the search
- The names and positions of persons who conducted searches
- The locations and systems searched
- The date ranges covered in the search
9.6.3. Legal Effect
This notice is regarded as a decision to refuse the request for access to the record for the purposes of PAIA. You may exercise your rights as set out in Section 10 (Remedies Available if Request is Refused).
9.6.4. If Record is Later Found
If the record in question is later found, you will be given access to the record in the manner you requested, unless access is refused on grounds set out in PAIA. You will be notified immediately if a previously unfound record is located.
10. REQUESTS FOR INFORMATION ABOUT THIRD PARTIES
10.1. Third Party Information
Section 71 of PAIA makes provision for requests for information or records about third parties.
10.2. Notification to Third Parties
In terms of PAIA and POPIA, The Frozen Food Courier is obliged, in certain circumstances, to notify third parties of requests lodged in respect of information concerning them. The third party will be given an opportunity to make representations regarding the request.
10.3. Third Party Rights
Third parties are entitled to:
- Be notified of requests for their information (in certain circumstances)
- Make representations about whether access should be granted
- Appeal decisions to grant access to their information
- Apply to court for relief (within 180 days of the decision)
10.4. Confidentiality Considerations
The Frozen Food Courier takes the confidentiality of third-party information seriously. Requests for third-party information will be carefully assessed against:
- The grounds for refusal in PAIA
- The protection of personal information under POPIA
- Any contractual confidentiality obligations
- The reasonable expectations of the third party
11. REMEDIES AVAILABLE IF REQUEST IS REFUSED
10.1. Internal Appeal
Internal appeals are not applicable to private bodies in terms of PAIA. If you are dissatisfied with a decision, you may proceed directly to lodge a complaint with the Information Regulator or apply to court.
10.2. Complaint to the Information Regulator
If your request for access is refused, you may lodge a complaint with the Information Regulator within 180 days of the decision using Form 5.
Contact Details:
The Information Regulator (South Africa)
Postal Address: P.O. Box 31533, Braamfontein, Johannesburg, 2017
Telephone: 010 023 5200
Email: complaints.IR@justice.gov.za
Website: https://inforegulator.org.za
10.3. Application to Court
You may apply to a court of competent jurisdiction (High Court) for relief. Such application must be made within 180 days of the decision.
The court may:
- Confirm, amend or set aside the decision
- Order access to be granted
- Award costs
- Make any other order it deems appropriate
11. DATA SUBJECT RIGHTS UNDER POPIA
Data subjects have the following rights under POPIA:
11.1. Right to Access
You have the right to request confirmation of whether we hold personal information about you and to request access to that information.
11.2. Right to Correction
You have the right to request correction, deletion, or destruction of personal information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, or unlawfully obtained.
11.3. Right to Objection
You have the right to object to the processing of your personal information on reasonable grounds relating to your particular situation, unless legislation provides for such processing.
11.4. Right to Lodge a Complaint
You have the right to lodge a complaint with the Information Regulator if you believe your personal information has been processed unlawfully.
11.5. How to Exercise These Rights
To exercise any of these rights, you may:
- Contact our Information Officer using the details in Section 3.2
- Use our online request form available at: https://thefrozenfoodcourier.co.za/legal-hub/
- Complete the prescribed POPIA forms:
- Form 6: Objection to Processing of Personal Information
- Form 7: Request for Correction or Deletion of Personal Information
- Available from: https://inforegulator.org.za or from our Information Officer
Requirements:
- Provide adequate proof of identity (copy of ID, passport, or other government-issued ID)
- Specify clearly which right you wish to exercise
- Provide sufficient detail to locate your personal information
- If requesting correction, specify what information is incorrect and provide correct information
- If objecting to processing, provide reasons for your objection
No Fee for Personal Requests: Requests to access your own personal information or to exercise data subject rights under POPIA are generally free of charge, except where the request is manifestly unfounded or excessive.
11.6. Timeframes for Responses
The Frozen Food Courier will respond to requests to exercise data subject rights within 30 days of receiving a valid request, unless an extension is required and communicated to you.
12. NOTIFICATION OF SECURITY COMPROMISE
In accordance with Section 22 of POPIA, if we become aware that your personal information has been accessed or acquired by an unauthorized person, we will notify:
- The Information Regulator – as soon as reasonably possible
- You (the data subject) – as soon as reasonably possible
12.1. Content of Notification
The notification will include sufficient information to allow you to take protective measures, including:
- Description of the possible consequences of the security compromise
- Description of measures we have taken or intend to take to address the compromise
- Recommendation of measures you can take to mitigate possible adverse effects
- Contact details where further information can be obtained
12.2. Delays in Notification
Notification may be delayed if:
- A public body responsible for investigating the incident notifies us that notification will impede a criminal investigation
- We are taking measures to establish the likelihood of harm being caused
We will notify you as soon as the reason for delay falls away.
12.3. Exceptions to Notification
We are not required to notify you if:
- We have taken measures to ensure the information is not susceptible to misuse (e.g., encryption)
- We have taken measures to ensure that subsequent use of the information is prevented
- Public body investigating the incident determines notification is not necessary
13. AVAILABILITY OF THIS MANUAL
This PAIA Manual is available:
- On our website:
- Main website: https://thefrozenfoodcourier.co.za
- Legal Hub: https://thefrozenfoodcourier.co.za/legal-hub/
- Available in both HTML (viewable) and PDF (downloadable) formats
- At our principal place of business during normal business hours (Monday-Friday, 08:30-17:00) for inspection
- Upon request from the Information Officer:
- Electronic copy via email (free of charge)
- Printed copy available (subject to reproduction fees in Section 9.3.2)
No fee is charged for accessing or viewing this Manual online or at our premises.
Related Documents: All our compliance documents are accessible through our Legal Hub:
- Privacy Policy (POPIA): https://thefrozenfoodcourier.co.za/privacy-policy/
- Cookie Policy: https://thefrozenfoodcourier.co.za/cookie-policy/
- Service Terms and Conditions: https://thefrozenfoodcourier.co.za/our-terms-and-conditions/
- Online Terms of Use: https://thefrozenfoodcourier.co.za/terms-conditions/
A printed copy may be provided upon payment of the prescribed reproduction fees set out in Section 9.3.2.
14. UPDATING OF THIS MANUAL
This Manual will be updated as and when required to reflect:
- Changes in legislation
- Changes in company structure or contact details
- Changes in processing operations
- Changes in third-party service providers
- Any other material changes affecting access to information
The date of revision is indicated at the beginning of this Manual. The most current version will always be available on our website.
Frequency of Review: This Manual is reviewed at least annually or whenever material changes occur.
15. APPROVAL
This PAIA Manual has been approved by:
Name: Ockert Cameron
Position: Chief Executive Officer / Owner
Date: 20 October 2025
Signature: Ockert Cameron
17. ADDITIONAL INFORMATION AND RELATED DOCUMENTS
17.1. Related Legal Documents
This PAIA Manual should be read in conjunction with our other legal documents:
- Privacy Policy (POPIA Compliance)
https://thefrozenfoodcourier.co.za/privacy-policy/
Details how we collect, use, store, and protect personal information - Cookie Policy
https://thefrozenfoodcourier.co.za/cookie-policy/
Information about cookies and tracking technologies used on our website - Service Terms and Conditions
https://thefrozenfoodcourier.co.za/our-terms-and-conditions/
Terms governing the provision of frozen food courier services - Online Terms of Use
https://thefrozenfoodcourier.co.za/terms-conditions/
Terms governing the use of our website - Legal Hub
https://thefrozenfoodcourier.co.za/legal-hub/
Central access point for all legal documents and data subject request forms
17.2. Information Regulator Resources
For additional guidance on exercising your rights under PAIA and POPIA:
- Information Regulator Website: https://inforegulator.org.za
- PAIA Guide: Available on the Information Regulator’s website in all official languages
- Prescribed Forms: All PAIA and POPIA forms available at https://inforegulator.org.za
- Complaints: complaints.IR@justice.gov.za
17.3. Business Information
Legal Entity: Blue Sage Distribution (Pty) Ltd
Trading As: The Frozen Food Courier
Previous Name: Blue Sage Couriers
Registration Number: 2015/398273/07
VAT Number: 4960272567
17.4. Standard Operating Hours
Monday to Friday: 08:30 – 17:00 CAT
Saturday, Sunday, and Public Holidays: Closed
Deliveries and collections may occur outside these hours as per service agreements, but office and administrative functions (including PAIA requests) are processed during standard operating hours only.
ANNEXURES
16.1. Legal Advice
This Manual does not constitute legal advice. Requesters should seek independent legal advice if they are uncertain about their rights or the procedures to follow.
16.2. Accuracy of Information
While every effort has been made to ensure the accuracy of information in this Manual, The Frozen Food Courier does not accept liability for any loss or damage arising from reliance on information contained herein.
16.3. Precedence of Legislation
In the event of any conflict between this Manual and PAIA, POPIA, or any other applicable legislation, the legislation shall prevail.
16.4. Changes to Prescribed Forms and Fees
Prescribed forms and fees are set by the Minister in terms of PAIA and may change from time to time. Requesters should verify current forms and fees with the Information Regulator or our Information Officer.
19. ANNEXURES
The following prescribed forms are available from the Information Regulator’s website (https://inforegulator.org.za) and from our Legal Hub (https://thefrozenfoodcourier.co.za/legal-hub/) and should be used when interacting with The Frozen Food Courier:
PAIA Forms
- Form 2: Request for Access to Record of Private Body
- Form 3: Outcome of Request
- Form 4: Fees in respect of Private Bodies
- Form 5: Complaint Form
POPIA Forms
- Form 6: Objection to Processing of Personal Information
- Form 7: Request for Correction or Deletion of Personal Information
Additional Resources
- PAIA Guide: Comprehensive guide on using PAIA (available in all 11 official languages)
- Withdrawal Form: For withdrawing consent (available on our website)
Note: These forms are prescribed by the Information Regulator and may be updated from time to time. Always use the most current version available from the Information Regulator’s website or our Legal Hub.
END OF PAIA MANUAL
This manual complies with the requirements of Section 51 of the Promotion of Access to Information Act 2 of 2000 (as amended) and Section 17 of the Protection of Personal Information Act 4 of 2013.