PAIA Manual
Applies to: anyone who wants to request access to records held by Like Magic, a private body under the Promotion of Access to Information Act 2 of 2000.
Status: In force from 15 October 2026 (soft launch). Document 9 of 11 in the Like Magic legal set.
In short
- This manual explains what records Like Magic keeps and how you can ask for access to them.
- Send requests to our Information Officer on the prescribed form. If you ask for your own personal information, there is no request fee.
- We decide within 30 days. We can extend this once by up to 30 days, and we will tell you if we do.
- Some records may be refused on the grounds the Act sets out, for example to protect other people's privacy or confidential commercial information.
- If you are unhappy with our decision, you can complain to the Information Regulator or apply to court.
This summary helps you find your way. The numbered sections below are the manual.
Contents
1. About this manual
1.1 The Promotion of Access to Information Act 2 of 2000 (PAIA) gives effect to the constitutional right of access to information held by another person that is needed to exercise or protect a right.
1.2 This manual is published under section 51 of PAIA, as amended by the Protection of Personal Information Act 4 of 2013 (POPIA). It describes the records we hold, how to request them and how we process personal information.
1.3 Pro Media Mogul (Pty) Ltd, which runs the Like Magic Home Services platform, is a private company and a "private body" under PAIA. Every private body must have a manual. There is no exemption.
2. Our details
2.1 Our details under section 51(1)(a) are:
| Item | Details |
|---|---|
| Name | Pro Media Mogul (Pty) Ltd, operating the Like Magic Home Services platform |
| Registration number | 2014/188632/07 |
| Head of the private body | The head of Pro Media Mogul (Pty) Ltd (its chief executive or equivalent), who is also our Information Officer; contact privacy@likemagic.co.za |
| Street address | 108 Workington Road, Greenwood Park, Durban, 4051 |
| Postal address | Same as the street address |
| Phone | None yet - please e-mail us |
| Email for PAIA and POPIA requests | privacy@likemagic.co.za |
| Website | www.likemagic.co.za |
3. Information Officer
3.1 Our Information Officer is the head of Pro Media Mogul (Pty) Ltd, who holds that role by default under POPIA. You can reach the Information Officer at privacy@likemagic.co.za or at 108 Workington Road, Greenwood Park, Durban, 4051. We have no Deputy Information Officer.
3.2 Our Information Officer's registration with the Information Regulator is in hand; the date and reference will be shown here once issued.
3.3 Please send all PAIA requests and POPIA requests to the Information Officer.
4. The Information Regulator's guide
4.1 The Information Regulator has published a guide on how to use PAIA and POPIA, as section 10 of PAIA requires. It is available on the Regulator's website, www.inforegulator.org.za.
4.2 You may inspect a copy of the guide at our office during office hours (Monday to Friday, 08:00 to 17:00), and we will give you a copy on request.
4.3 Information Regulator contact details: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001; enquiries@inforegulator.org.za; www.inforegulator.org.za.
5. Records available without a request
5.1 We have not published a notice under section 52 of PAIA.
5.2 These documents are freely available on our website without a PAIA request: our Customer Terms of Use and policies, our Service Provider Agreement, our Privacy Notice, this manual and our Company information page.
6. Records kept under other laws
6.1 We keep records in terms of the following laws, as they apply to us. Some of these records may be available under those 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;
- Employment Equity Act 55 of 1998;
- Income Tax Act 58 of 1962;
- Labour Relations Act 66 of 1995;
- Occupational Health and Safety Act 85 of 1993;
- Private Security Industry Regulation Act 56 of 2001 (checks on security service providers);
- Promotion of Access to Information Act 2 of 2000;
- Protection of Personal Information Act 4 of 2013;
- Skills Development Levies Act 9 of 1999;
- Tax Administration Act 28 of 2011;
- Unemployment Insurance Act 63 of 2001 and Unemployment Insurance Contributions Act 4 of 2002; and
- Value-Added Tax Act 89 of 1991.
7. Subjects and categories of records we hold
7.1 We hold records on the following subjects:
| Subject | Categories of records |
|---|---|
| Company records | Memorandum of Incorporation, CIPC registration documents, share register, directors' register, minutes and resolutions |
| Finance and tax | Financial statements, accounting records, tax and VAT returns and records, bank statements, invoices and statements |
| Staff | Employment contracts, payroll, leave, training, disciplinary records, UIF and COIDA records |
| Customers | Accounts, bookings, prices and quotes, extra-work approvals, invoices, job reports and photos, chats and voice notes, ratings and reviews, complaints and guarantee claims, marketing choices |
| Service providers and applicants | Applications, agreements, identity and vetting results, trade registrations, insurance, bank details, jobs, payouts and statements, ratings, standards reviews and decisions |
| Suppliers and operators | Contracts, operator agreements, correspondence |
| Platform and information technology | System documentation, security policies, access and security logs, backups |
| Legal and compliance | Terms and policies, PAIA and POPIA records, complaints register, consents, legal correspondence and proceedings |
| Marketing | Website and app content, opt-in and opt-out records |
8. How we process personal information
8.1 Purposes. We process personal information to: run customer and provider accounts; show prices and take bookings; send jobs to providers; show providers' live location while they travel to a job; collect payments, make refunds and pay providers; produce job reports, invoices and records; provide support and handle complaints, guarantee claims and damage claims; check providers' identity, criminal record and registrations; apply our provider standards; prevent fraud and keep the platform secure; send service messages and, with permission, marketing; contact people who register their interest before we launch in their area or open their trade; and meet our legal obligations.
8.2 Categories of data subjects and information:
| Data subjects | Information |
|---|---|
| Customers and people who ask for prices or quotes | Name, contact details, job address, booking and job details, photos, signatures, chats and voice notes, payment references, ratings and reviews, complaints, marketing choices, device and security data |
| Service providers, team members and applicants | Identity and contact details, ID or passport and permits, selfie and liveness check, proof of address, bank details, company and tax details, trade registrations, insurance, criminal record check result (special personal information), live location while travelling to a job, work records, ratings, earnings and payouts |
| Adults present at a job | Name, signature on the job report |
| People who contact us | Name, contact details, what they tell us |
| People who register their interest before we launch | Name, cellphone number, e-mail address if given, suburb or area, what they need or offer, message, marketing choice, and the time, IP address and browser of their consent |
| Our staff and suppliers | Employment or contract details, contact and banking details |
8.3 Recipients: service providers (the details needed for a job, and of any claim a customer makes, which the provider may pass to their insurer); customers (a provider's name, photo, vehicle, badges, ratings and live location while travelling, and, for a claim, the provider's business details and the name of their insurer); our payment provider (payments); an accredited identity-verification service and an accredited vetting service (provider checks); our hosting provider in South Africa; the e-mail, push-notification and WhatsApp message services that deliver our messages; our professional advisers and auditors; and the police, SARS, regulators, the CGSO, the National Consumer Commission, the Information Regulator and courts, where the law requires or a person complains to them.
8.4 Information sent outside South Africa: platform data is stored on cloud servers in South Africa (Johannesburg) and address look-ups run on our own servers. Our payment provider may process some payment information outside South Africa. Push notifications reach a phone through its own push service, which may process the delivery outside South Africa. The WhatsApp message service, where we use it, may process messages outside South Africa. We send personal information outside South Africa only as section 72 of POPIA allows.
8.5 Security measures: encryption in transit; access limited to staff who need it; strong passwords; audit logs; backups in South Africa; confidentiality agreements with staff; written agreements with operators; keeping only the result of criminal record checks; and a breach response plan that includes notifying the Information Regulator through its eServices portal.
8.6 Our Privacy Notice gives more detail, including how long we keep information and your rights.
9. How to request access to a record
9.1 Complete the request form prescribed in the PAIA Regulations (Form 2 of the PAIA Regulations, 2021), available from the Information Regulator's website or from us.
9.2 Send it to the Information Officer by email to privacy@likemagic.co.za, by post or by hand to 108 Workington Road, Greenwood Park, Durban, 4051.
9.3 In your request you must: give enough detail for us to identify the record; say in what form you want access (for example a copy or an inspection); give your contact details; and say which right you want to exercise or protect and why you need the record for it. Please include proof of your identity.
9.4 If you ask on behalf of someone else, include proof that you may act for them.
9.5 If you want your own personal information, you may also ask under section 23 of POPIA, as explained in our Privacy Notice.
9.6 We will tell you our decision within 30 days. We may extend this once by up to 30 days if the request is for many records or needs a long search or consultation, and we will tell you before the 30 days end. If we do not respond in time, the law treats the request as refused.
9.7 If the record contains information about another person, we will tell that person and give them a chance to make representations before we decide.
10. Fees
10.1 If you ask for records that are not your own personal information, you pay the request fee prescribed in the PAIA Regulations before we process the request. There is no request fee for your own personal information.
10.2 If we grant access, you may have to pay an access fee for searching, preparing and copying the record, at the rates prescribed in the PAIA Regulations: the fees in Annexure B of the PAIA Regulations, 2021. We tell you the amount before we start, and you may ask us for the current fee list at any time.
10.3 If the search and preparation will take longer than the time the Regulations allow without a deposit, we may ask for a deposit of no more than one third of the access fee. We refund it if access is refused.
11. When we may refuse access
11.1 We must or may refuse access on the grounds in Chapter 4 of Part 3 of PAIA, including to protect:
- the privacy of another person;
- another person's commercial information;
- confidential information of another person;
- the safety of individuals and property;
- records privileged from production in legal proceedings;
- our own commercial information; and
- research information.
11.2 We must still give access if the public interest in disclosure clearly outweighs the harm, as section 70 of PAIA provides.
11.3 If we refuse, we tell you why and how you can challenge our decision.
12. If you are unhappy with our decision
12.1 There is no internal appeal against a private body's decision. You may complain to the Information Regulator, or apply to court, within 180 days of our decision.
13. Where to find this manual and updates
13.1 This manual is available on our website and at our office for inspection, free of charge. We give a copy to the Information Regulator on request.
13.2 We review this manual at least once a year and whenever our processing changes.
13.3 We submit our annual PAIA report to the Information Regulator in the window it sets each year (normally 1 April to 30 June).