PAIA manual
1. About this manual
This manual is prepared under section 51 of the Promotion of Access to Information Act, 2000 (PAIA). PAIA gives you the right to request access to records held by AuPairMatch, unless the law says we can refuse.
This manual also explains how we handle your personal information under the Protection of Personal Information Act, 2013 (POPIA). It is for anyone who wants to know what records we hold and how to ask for them.
2. Contact details of the Information Officer
Private body: Drummond Holdings (Pty) Ltd, registration number 2026/209853/07, trading as AuPairMatch.
Information Officer: Hugo Drummond
Address: 2b Van Reenen Street, Newlands, Cape Town
Phone: 068 657 5110
Email: hello@aupairmatch.co.za
Deputy Information Officer: None appointed.
3. How to use PAIA
The Information Regulator has published a guide on how to use PAIA. You can read it at:
Guide on how to use the Promotion of Access to Information Act 2 of 2000
Information Regulator contact details:
- Address: Woodmead North Office Park, 54 Maxwell Dr, Woodmead, Johannesburg, 2191
- Phone: 010 023 5200
- Toll-free: 0800 017 160
- Email (general enquiries): enquiries@inforegulator.org.za
- Email (PAIA complaints): PAIAComplaints@inforegulator.org.za
4. Records automatically available
You can access the following records without making a formal request:
- Terms of Service — what you agree to when using the site
- Privacy Policy — how we use your information
- Refund policy — your rights to a refund
- Safety guidelines — how to use the site safely
5. Records kept under other laws
We are required by law to keep records in the following areas:
- Companies Act, 71 of 2008 — CIPC registration documents, Memorandum of Incorporation, share register, and director records
- Tax Administration Act, 28 of 2011 — tax compliance records and tax returns
- Income Tax Act, 58 of 1962 — income and expenditure records
- Protection of Personal Information Act, 4 of 2013 — records relating to the handling of personal information
- Electronic Communications and Transactions Act, 25 of 2002 — records required for electronic transactions
- Consumer Protection Act, 68 of 2008 — records relating to consumer transactions and complaints
6. What records we hold
The categories of records we hold include:
- Company records: CIPC documents, Memorandum of Incorporation, director identification, and company correspondence
- Financial and tax records: bank statements, payment records from our payment processor, invoices, and tax documentation
- Member records: user account details, au pair and family listings, chat messages between users, records of which listings a family has unlocked, and consents given by users
- Website records: messages from the contact form, website analytics data, and security logs
- Supplier contracts: agreements with service providers
7. How we process personal information
Purposes: We process personal information to provide the AuPairMatch service, including helping au pairs and families find each other, processing payments, sending communications, and complying with the law.
Categories of people and their information:
- Au pairs: name, surname initial, age, location, contact details, profile photo, availability, experience, qualifications, references, and payment details
- Families: name, location, contact details, profile photo, children ages, payment details, and records of which au pair listings they have unlocked
- Website visitors: IP address, browser information, and analytics data
- People who contact us: name, email address, phone number, and message content
- Suppliers: contact details and transaction records
Who receives your information: The service providers below process personal information on our behalf:
- Supabase — database and account storage (hosted in Ireland)
- Vercel — website hosting
- Amazon Web Services (SES) — email delivery (hosted in Sweden)
- Cloudflare (Turnstile) — form verification (bot detection)
- Yoco — payment processing
- DeepSeek — website chat assistant
- ImprovMX — email forwarding
Some of these service providers store data outside South Africa. They are bound by contractual terms requiring them to protect your information.
Security: We use access controls to restrict who can see your information, encrypt data in transit, and limit administrative access. We use rate limiting and bot checks to prevent misuse of the site.
8. How to request access
To request access to a record, complete Form 2 (Request for Access to Record) and send it to us:
Email: hello@aupairmatch.co.za
Form 2 template: You can download Form 2 at: Form 2 – Request for access to record
Fees: Fees are prescribed in the Promotion of Access to Information Act Regulations, 2021. These include a request fee and, if the record exists, an access fee for copying, searching, and postage.
Time to reply: We will respond within 30 days of receiving your request. We may extend this once by a further 30 days if needed, and will tell you why.
Grounds for refusal: We may refuse your request under Chapter 4 of PAIA if, for example, the record does not exist, disclosure would violate someone's privacy, or the record is subject to legal privilege.
Complaints: If we refuse your request or do not respond within 30 days, you can complain to the Information Regulator.
9. Availability of this manual
This manual is available on our website at https://aupairmatch.co.za/paia. You can also request a copy by email at hello@aupairmatch.co.za.
We update this manual when our records-handling practices change. The date shown above is when we last updated it.