PAIA Manual

PAIA MANUAL

Prepared in accordance with Section 51 of the Promotion of Access to Information Act, No. 2 of 2000 (as amended)

Ceres Veterinary Hospital

Registration Number: 2025 / 518491 / 07

Effective Date: 1 June 2026

1. Purpose of this Manual

This Manual has been prepared in accordance with Section 51 of the Promotion of Access to Information Act, No. 2 of 2000 (“PAIA”), as amended.

The purpose of this Manual is to:

• Explain how to request access to records held by Ceres Veterinary Hospital;
• Describe the categories of records held by the Practice;
• Explain how personal information is processed in accordance with the Protection of Personal Information Act, No. 4 of 2013 (“POPIA”);
• Provide contact details for the Information Officer; and
• Assist members of the public in exercising their rights under PAIA and POPIA.

Throughout this Manual, references to “the Practice” refer to Ceres Veterinary Hospital.

2. Contact Details

Information Officer

Name:
Dr Hannelu de Villiers

Telephone:
023 312 3020 / 023 312 3021

Email:
reception@cvets.co.za

Physical Address

Ceres Veterinary Hospital

502 Vos Street

Ceres

6835

South Africa

Website

www.ceresvet.co.za

3. Guide on How to Use PAIA

The Information Regulator has published a Guide explaining how to exercise rights under PAIA and POPIA.

The Guide is available from:

The Information Regulator (South Africa)

JD House

27 Stiemens Street

Braamfontein

Johannesburg

2001

Website:
www.inforegulator.org.za

Email:
enquiries@inforegulator.org.za

A copy of the Guide may also be requested from the Information Officer.

4. Records Available Without a Formal Request

The following records are generally available without the need for a formal PAIA request:

5. Records Held by Ceres Veterinary Hospital

The Practice maintains records relating to the following subjects.

Corporate Records

• Registration documents
• Licences and registrations
• Policies and procedures
• PAIA Manual
• POPIA documentation

Financial Records

• Invoices
• Statements
• Tax records
• Accounting records
• Banking records
• Supplier accounts

Human Resources Records

• Employment contracts
• Personnel records
• Payroll records
• Leave records
• UIF and PAYE records

Client Records

• Client registration information
• Account records
• Correspondence
• Complaints and enquiries

Veterinary Medical Records

• Patient histories
• Consultation records
• Clinical notes
• Diagnostic reports
• Laboratory results
• Radiographs and imaging records
• Surgical records
• Vaccination records
• Prescription records
• Medication dispensing records
• Referral records

Operational Records

• Supplier records
• Product records
• Stock control records
• Asset registers

Website Records

• Website enquiries
• Website analytics
• Cookie information

Security Records

• CCTV footage
• Visitor records

6. Records Available in Terms of Other Legislation

The Practice holds records in accordance with applicable legislation, including but not limited to:

• Promotion of Access to Information Act, No. 2 of 2000
• Protection of Personal Information Act, No. 4 of 2013
• Consumer Protection Act, No. 68 of 2008
• Labour Relations Act, No. 66 of 1995
• Basic Conditions of Employment Act, No. 75 of 1997
• Employment Equity Act, No. 55 of 1998
• Occupational Health and Safety Act, No. 85 of 1993
• Unemployment Insurance Act, No. 63 of 2001
• Income Tax Act, No. 58 of 1962
• Value-Added Tax Act, No. 89 of 1991
• Financial Intelligence Centre Act, No. 38 of 2001
• Veterinary and Para-Veterinary Professions Act, No. 19 of 1982

7. Processing of Personal Information

Purpose of Processing

The Practice processes personal information in order to:

• Provide veterinary services;
• Maintain patient and client records;
• Schedule appointments;
• Dispense medication;
• Process payments;
• Communicate with clients;
• Comply with legal and regulatory obligations;
• Manage supplier relationships;
• Manage employment relationships;
• Ensure the safety and security of the Practice.

Categories of Data Subjects

Clients

Information may include:

• Name and surname
• Identity number
• Contact details
• Physical and postal address
• Banking details
• Account information

Patients (Animals)

Information may include:

• Animal identification details
• Species, breed and age
• Medical history
• Treatment records
• Diagnostic results
• Vaccination records

Employees

Information may include:

• Identity number
• Contact information
• Qualifications
• Employment records
• Payroll information

Suppliers and Service Providers

Information may include:

• Company registration information
• Contact details
• Banking information
• Tax registration details

8. Recipients of Personal Information

Personal information may be shared where necessary with:

• Veterinary laboratories
• Veterinary specialists and referral hospitals
• Pharmaceutical suppliers
• Professional advisers
• Auditors
• Regulatory authorities
• Information technology service providers
• Cloud hosting providers

9. Transborder Information Transfers

The Practice may make use of third-party software, cloud hosting services and technology providers whose servers are located outside South Africa.

Where personal information is transferred internationally, reasonable steps will be taken to ensure that such information receives an adequate level of protection in accordance with POPIA.

10. Information Security Measures

Ceres Animal Hospital implements reasonable technical and organisational measures to protect personal information.

These measures include:

• Password-controlled systems
• Access controls
• Data encryption where appropriate
• Physical security measures
• CCTV monitoring

11. Request Procedure

Requests for access to records must be submitted to the Information Officer using the prescribed PAIA request form.

The request must:

• Provide sufficient detail to identify the requested record;
• Identify the requester;
• State the right that is to be exercised or protected;
• Explain why access to the record is required.

Proof of identity may be required.

Applicable request and access fees may be charged in accordance with PAIA Regulations.

The Practice will respond within the time periods prescribed by PAIA.

12. Fees

Fees payable for requests will be charged in accordance with the latest fees prescribed under the PAIA Regulations published by the Minister of Justice and Constitutional Development.

The Information Officer will advise the requester of any fees payable before processing the request.

13. Availability of this Manual

This Manual is available:

• At the offices of Ceres Veterinary Hospital;
• On the Practice website;
• Upon request from the Information Officer; and
• To the Information Regulator upon request.

14. Updating of this Manual

This Manual will be reviewed and updated periodically as required by legislation and operational requirements.

Issued by:

Dr Hannelu de Villiers

Information Officer

Ceres Veterinary Hospital

Date: ______________________