PAIA manual
ArrayTrace · Version 1.0 · effective 6 September 2026
Published in terms of section 51 of PAIA. It says what records ArrayTrace holds, how to ask for one, what it costs, how long we take, and what to do if we say no. It is read with our privacy policy and our data protection notice.
1. Who we are
- Name
- ArrayTrace
- Registration number
- To be confirmed
- Registered address
- Verster Street, Elarduspark, Pretoria, Gauteng, 0181
- Telephone
- +27 (61) 464-8147
- privacy@arraytrace.com
2. The Information Officer
Requests under the Promotion of Access to Information Act 2 of 2000, and everything about personal information under the Protection of Personal Information Act 4 of 2013, are handled by the Information Officer.
- Information Officer
- Katie Meyer
- Deputy
- None appointed
- Contact
- privacy@arraytrace.com
Registration of the Information Officer with the Information Regulator (South Africa), as section 55 of POPIA requires, is in progress.
3. The regulator's own guide
the Information Regulator (South Africa) publishes a free guide on how to use PAIA, at https://inforegulator.org.za/paia/. A printed copy can be requested from them at the details in section 8.
4. Records you can have without asking
These are published and need no request:
- The privacy policy
- The data protection notice
- The terms of use
- Plans and prices
- The help centre
- This manual
5. Records we hold
Subject to the grounds for refusal in section 7, these categories may be available on request:
- Accounts and teams
- Name, email address, role, team membership, password hash, sign-in history.
- Projects and designs
- Sites and their coordinates, client details recorded against a project, designs, condition sets, simulations, financial models.
- Documents
- Generated proposals and reports, the values frozen into them, and the share links issued for them.
- Billing
- Subscription records, payment outcomes and invoices. Not card numbers, which we never hold.
- System records
- The audit trail of who changed what and when, application logs, and feedback reported through the product.
- Statutory records
- Company, tax and employment records the law requires us to keep.
6. How to ask
Complete Form 02 (Request for Access to Record), which the Information Regulator (South Africa) prescribes and publishes at https://inforegulator.org.za/paia/.
Email it to privacy@arraytrace.com with proof of identity. If you are asking on somebody else's behalf, attach written proof that you may.
Pay the prescribed fee, set by Government Notice R187 of 14 May 2021.
- Request fee, per request
- R 50.00
- Photocopy of an A4 page
- R 1.10 per page
- Printed copy of an A4 page
- R 0.75 per page
- Records on portable storage
- R 70.00 per item, plus the cost of the medium
- Search and preparation
- R 145.00 per hour, or part of one, after the first hour
- Postage
- The actual cost
Asking for your own personal information costs nothing: section 54 of PAIA exempts it from the request fee. You can also export most of it yourself, at once, from inside the product - see the privacy policy.
We answer within 30 days of receiving the completed form, the fee and any supporting documents. Where the law allows it we may extend that by a further 30 days, and we will tell you in writing if we do.
7. When we may refuse
Access may be refused on the grounds PAIA sets out. We will say which ground we are relying on rather than refusing without a reason.
- section 63
- The privacy of a third party who is a natural person
- section 64
- Commercial information of a third party
- section 65
- Information held in confidence
- section 66
- The safety of individuals, and the protection of property
- section 67
- Records privileged from production in legal proceedings
- section 68
- Our own commercial information
- section 69
- Research information
8. If we refuse
You may complain to the Information Regulator (South Africa) within 180 days of our decision. After an unsuccessful complaint you may apply to a court within the same period from the regulator's decision.
- Regulator
- the Information Regulator (South Africa)
- Address
- JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
- Postal
- P.O. Box 31533, Braamfontein, 2017
- Access complaints
- PAIAComplaints.IR@justice.gov.za
- Telephone
- 010 023 5200
9. Other prescribed information
- Language
- Records are held in English.
- How records are arranged
- Electronically, in one relational database, indexed by team and by the person the record belongs to.
- What personal information is processed, and why
- Privacy policy, sections 2 and 3.
- Who receives it, and where it goes
- Privacy policy, sections 7 and 8.
- Security safeguards
- Privacy policy, section 11.
Published in terms of section 51 of PAIA, read with Government Notice R187 of 14 May 2021. Issued under the authority of the Information Officer.