PAIA & POPIA Manual

Last updated: 26 October 2026

This manual is published under section 51 of the Promotion of Access to Information Act, 2000 (PAIA) and explains how to ask for records held by Aerotel Hoedspruit, and how we process personal information under the Protection of Personal Information Act, 2013 (POPIA).

1. Contact details

Head of the business and Information Officer: the owner of Aerotel Hoedspruit, reservations@aerotel.co.za.

2. The Regulator's guide

The Information Regulator publishes a guide on how to use PAIA and POPIA, in all official languages. You can get it from the Regulator's website (inforegulator.org.za) or from:

The Information Regulator (South Africa), Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191 · enquiries@inforegulator.org.za · 010 023 5200 · inforegulator.org.za/complaints

A copy can also be inspected at our offices during business hours.

3. Records available without a request

  • Everything published on this website, including our rates, booking terms and policies.
  • Brochures, menus and other marketing material.

4. Records kept under other laws

Where they apply to us, we keep records under laws including: the Basic Conditions of Employment Act; the Companies Act; the Compensation for Occupational Injuries and Diseases Act; the Consumer Protection Act; the Electronic Communications and Transactions Act; the Employment Equity Act; the Income Tax Act; the Labour Relations Act; the Liquor Act and provincial liquor laws; the Occupational Health and Safety Act; POPIA; the Skills Development Levies Act; the Tax Administration Act; the Tourism Act; the Unemployment Insurance Act; and the Value-Added Tax Act.

5. Records we hold

  • Guests and customers: enquiries, bookings, guest register, invoices and payments, correspondence, reviews and feedback.
  • Staff: employment contracts, personnel records, payroll, leave, training and disciplinary records.
  • Suppliers and partners: contracts, invoices, correspondence.
  • Business: accounting and tax records, licences and gradings, insurance, policies, website and marketing records, CCTV recordings.

6. How we process personal information

Purposes: taking and managing bookings and stays; answering enquiries; keeping accounts and meeting legal obligations; employing staff; managing suppliers; safety and security; improving our services and website; marketing to people who have agreed or are past guests.

People and information concerned: guests and enquirers (names, contact details, booking and payment details, ID or passport numbers for the guest register, dietary needs and allergies where offered); staff and job applicants (identity, contact, employment, payroll and banking details); suppliers and partners (company and contact details, banking details); website visitors (see the Cookies section of our Privacy Policy).

Who receives it: the service providers listed in our Privacy Policy, our bank and auditors, and authorities where the law requires.

Information sent outside South Africa: some service providers store data abroad; we only use providers bound by protection similar to POPIA, or where the transfer is needed for your booking.

Security: secure connections, access controls by role, passwords, reputable hosting with backups, and confidentiality obligations on staff and service providers.

7. How to ask for a record

  1. Complete the request form (Form 2) from the Information Regulator's website, or email us and we will send it.
  2. Send it to the Information Officer at reservations@aerotel.co.za, with proof of who you are and, if you ask on someone else's behalf, proof that you may.
  3. Say which record you want, how you want to receive it, and which right you want to protect or exercise with it.
  4. We answer within 30 days (we may extend this once by up to 30 days and will tell you why).

Fees: the fees prescribed in the PAIA Regulations apply: a request fee (currently R140, not payable for your own personal information) and, if access is granted, an access fee for search, preparation and copies. We tell you the amount before doing the work.

Refusals: we may refuse a request only on the grounds in PAIA (for example to protect someone else's privacy, commercial information or safety). If refused, we explain why. You may then complain to the Information Regulator or apply to court.

8. Availability and updates

This manual is available on this website and at our offices. We update it when anything in it changes.

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