PAIA Manual

1. Organisational Details

What We Do

Volente Marketing is a full-service digital marketing and development agency based in Pretoria, Gauteng. We provide comprehensive digital marketing services including web design, branding and graphic design, social media management and advertising, Google Ads, SEO, GEO (AI search optimisation), email marketing, consulting, and software development.

We have been operating since 2022 and currently operate as a solo practitioner agency. Our clients range from small businesses to larger organisations seeking digital transformation and marketing expertise.

2. Information Officer Details

Information Officer

Role & Responsibilities

The Information Officer is responsible for:

• Receiving requests for information under PAIA (using Form 2)
• Acknowledging receipt of requests within 7 working days
• Assessing whether records can be released
• Providing records within 30 calendar days (extendable to 60 if complex)
• Collecting applicable fees
• Handling appeals of denied requests
• Maintaining records of all requests received and responses provided
• Ensuring compliance with PAIA and POPIA

3. Records Held by the Organisation

Volente Marketing holds the following categories of records in the course of its business operations:

4. Request Procedure

Step-by-Step Guide to Making a PAIA Request

1. Obtain Form 2: Download Form 2 from the Information Regulator website at https://www.inforegulator.org.za/ or contact the Information Officer to request a copy.
2. Complete the Form: Fill in all required sections of Form 2, including:
   • Your full name and contact details
   • A clear description of the record you are requesting
   • The reason for your request (optional but helpful)
   • Your preferred format for the record (if applicable)
3. Submit the Form: Email the completed Form 2 to julius@volentemarketing.co.za or post to the physical address above.
4. Acknowledgement: The Information Officer will acknowledge receipt of your request within 7 working days.
5. Processing: The Information Officer will assess your request and take one of the following actions:
   • Provide the requested record
   • Provide a partial record (if some information must be withheld)
   • Decline the request (with reasons)
   • Request clarification or additional information
6. Response Timeframe: The Information Officer will respond within 30 calendar days of receiving your request. This timeframe may be extended to 60 calendar days if the request is complex or voluminous.
7. Appeal: If your request is declined, or if you are dissatisfied with the response, you have the right to appeal (see Section 7: Internal Appeal Process).

Contact Information for Requests

Form 2

Form 2 is the official form prescribed by the Information Regulator and must be used for all PAIA requests. You can download Form 2 from https://www.inforegulator.org.za/

5. Fees

Fee Schedule

Payment Terms

The estimated fee will be communicated to you before we process your request. Payment must be received before records are released, unless the Information Officer waives the fee at their discretion.

Fees May Be Waived

The Information Officer may waive or reduce fees in exceptional circumstances, such as:

• If you can demonstrate financial hardship
• If the request is of significant public interest
• If the request is for your own personal information

6. Records Available Without Request

Publicly Available Information

The following information is freely available without needing to submit a formal PAIA request:

• Organisation name, address, contact details, and website
• General information about our services and service fees
• Information published on our website
• This PAIA Manual
• Our Privacy Statement (POPIA compliance)
• General company information (business registration, director names)
• Service portfolio and case studies

How to Access Public Information

1. Visiting our website: https://volentemarketing.co.za
2. Contacting us via telephone: 071 722 7263
3. Contacting us via email: hello@volentemarketing.co.za
4. Visiting our offices: Block 2 Boardwalk Office Park, 107 Haymeadow Street, Faerie Glen, Pretoria

No formal request form is needed for this information.

7. Internal Appeal Process

Right to Appeal

If the Information Officer has:

• Declined your request for access to a record
• Partially released a record (withheld some information)
• Failed to respond to your request within the required timeframe
• Imposed fees you believe are unreasonable

You have the right to lodge an internal appeal.

How to Lodge an Appeal

1. Timing: Submit your appeal within 30 calendar days of receiving the decision you wish to appeal.
2. Format: Your appeal must be in writing and should include:
   • Your name and contact details
   • Reference to the original request (include any reference numbers provided)
   • The decision you are appealing
   • Reasons why you believe the decision was incorrect
   • Any supporting documents or evidence
3. Submit to: The Director of Volente Marketing:
   • Email: julius@volentemarketing.co.za
   • Postal Address: Block 2 Boardwalk Office Park, 107 Haymeadow Street, Faerie Glen, Pretoria, 0043
4. Response Timeframe: The Director will respond to your appeal within 30 calendar days, or as soon as reasonably possible.

Appeal Outcome

After reviewing your appeal, the decision-maker may:

• Uphold the Information Officer's decision
• Overturn the decision and release the record
• Partially release the record
• Request further information

Further Appeal to the Information Regulator

If you are still dissatisfied after the internal appeal, you have the right to lodge a complaint with the Information Regulator of South Africa.

8. POPIA Compliance

Volente Marketing is committed to protecting the personal information of our clients, employees, and website visitors in compliance with the Protection of Personal Information Act, 2013 (POPIA).

Your POPIA Rights

• Right to Access: You can request access to your personal information. Submit your request to julius@volentemarketing.co.za. We will respond within 30 days.
• Right to Correction: You can request that we correct inaccurate information. We will update records within 10 business days.
• Right to Deletion: You can request deletion of your personal information (subject to legal requirements). Note: We may be unable to delete records if required by law.
• Right to Object to Processing: You can object to marketing communications or other processing. You can opt out at any time.
• Right to Lodge a Complaint: If you believe your privacy rights have been violated, you can lodge a complaint with the Information Regulator.

POPIA Privacy Statement

For detailed information about our POPIA compliance, data collection practices, and your privacy rights, please refer to our Privacy Statement available on our website or by request.

Contact for Privacy Matters

Information Officer: Julius du Bois
Email: julius@volentemarketing.co.za
Telephone: 071 722 7263

9. Form 2 Reference

What is Form 2?

Form 2 is the standard form prescribed by the Information Regulator of South Africa for submitting requests for access to records under PAIA. All PAIA requests must be made using Form 2.

Where to Get Form 2

• Information Regulator Website: https://www.inforegulator.org.za/
• By Email: Contact julius@volentemarketing.co.za to request a copy
• By Post: Write to Block 2 Boardwalk Office Park, 107 Haymeadow Street, Faerie Glen, Pretoria, 0043
• By Telephone: Call 071 722 7263

How to Use Form 2

To submit a PAIA request:

1. Download or obtain Form 2
2. Complete all required sections
3. Be as specific as possible in describing the record you are requesting
4. Submit to julius@volentemarketing.co.za
5. Keep a copy for your records

Information Regulator Contact

If you have questions about Form 2 or the PAIA process, contact the Information Regulator: