PAIA Manual

# PAIA Manual (Promotion of Access to Information Act)

**Last updated:** 2026-03-04

## 1. Purpose
This manual explains how to request access to records processed through SocialDesk operations in accordance with PAIA.

## 2. Scope of Records
Typical record classes include:
- Administrative and operational records.
- Case intake and workflow records (subject to legal limits).
- Consent records and policy versions.
- Audit logs and system governance records.
- Contracts and operator/process documentation.

## 3. Automatic Availability
Certain records may be made available without a formal PAIA request where publication is mandated or operationally appropriate.

## 4. How to Submit a PAIA Request
A requester should provide:
- Full identity and contact details.
- Adequate description of requested record(s).
- Preferred access format.
- Legal basis for request (if applicable).
- Proof of authority when acting on behalf of another person.

## 5. Processing Workflow
- Request logged and acknowledged.
- Identity and authority validated.
- Record location and sensitivity assessment performed.
- Redaction and third-party consultation performed where required.
- Decision issued within legal timelines.

## 6. Grounds for Refusal or Partial Access
Access may be refused or limited where disclosure would unlawfully expose:
- Personal information of third parties.
- Confidential commercial information.
- Law enforcement or public safety interests.
- Privileged, security-sensitive, or legally restricted material.

## 7. Fees and Timelines
Applicable fees and response timelines are handled in line with PAIA regulations and organizational policy.

## 8. Internal Appeal and Escalation
Where applicable, requesters may use internal appeal channels and external oversight mechanisms according to PAIA.

## 9. Contact Point
PAIA and access requests should be directed to the organization’s Information Officer or designated deputy.