PAIA Manual

1. Purpose of this PAIA Manual

This PAIA Manual has been prepared for QuiteLink Pty Ltd, trading as QuoteLink.

The purpose of this manual is to help members of the public understand what records QuoteLink may hold, which records may be available without a formal request, how to submit a request for access to records, and how QuoteLink handles personal information.

This manual should be read together with QuoteLink's Privacy Policy, Terms and Conditions, Refund & Dispute Policy, Professional Code of Conduct, and Lead Quality Rules.

2. About QuoteLink

QuoteLink is a South African online lead marketplace that connects customers who need services with independent service professionals.

Customers may submit service requests for free. Professionals may register, create a profile, buy credits, use credits to access leads, or pay directly for individual leads where available.

QuoteLink may process customer, professional, payment, support, dispute, verification, website usage, and lead-quality information to operate the marketplace.

3. Guide on how to use PAIA

The Information Regulator South Africa has published a guide to help people understand how to use PAIA.

The PAIA guide explains how to request access to records, which forms may be required, what remedies may be available, and how PAIA interacts with personal information rights.

You can obtain the PAIA guide and PAIA forms from the Information Regulator South Africa.

4. How to request access to QuoteLink records

A person who wants access to a QuoteLink record should submit a written request to the Information Officer using the prescribed PAIA request form.

The request should clearly describe the record requested, provide enough information to identify the record, explain the right that the requester wants to exercise or protect, and explain why the requested record is required for that right.

Requests should be sent to:

QuoteLink may request additional information where the request is incomplete or where the requester’s identity or authority must be verified.

5. Prescribed PAIA form

The prescribed form for requesting access to a record is currently listed by the Information Regulator as Form 02: Request for Access to Record.

6. Fees

Prescribed PAIA fees may apply to certain requests, including search, preparation, copying, reproduction, and delivery fees.

If fees are payable, QuoteLink will notify the requester before processing the request further, where required.

QuoteLink may require proof of payment before providing access to requested records where PAIA allows this.

7. Records automatically available

Some QuoteLink records may be available without submitting a formal PAIA request.

8. Records held by QuoteLink

QuoteLink may hold records in the following categories.

9. Records available in terms of other legislation

QuoteLink may hold records required under South African laws that apply to its business operations.

• Companies Act, 2008.
• Income Tax Act, 1962.
• Value-Added Tax Act, 1991, if QuoteLink becomes VAT registered.
• Electronic Communications and Transactions Act, 2002.
• Consumer Protection Act, 2008.
• Protection of Personal Information Act, 2013.
• Basic Conditions of Employment Act, 1997, if QuoteLink employs staff.
• Labour Relations Act, 1995, if QuoteLink employs staff.
• Unemployment Insurance Act, 2001, if QuoteLink employs staff.

10. Grounds for refusing access

QuoteLink may refuse access to a record where PAIA allows or requires refusal.

Grounds for refusal may include protection of another person’s privacy, commercial confidentiality, confidential information of third parties, safety and security risks, privileged legal information, records not required for the exercise or protection of a right, or requests that are unreasonable, vague, abusive, or not made in the prescribed manner.

QuoteLink may provide partial access where only part of a record may lawfully be disclosed.

11. Processing of personal information

QuoteLink processes personal information to operate its lead marketplace, manage user accounts, match customers with professionals, process payments, improve lead quality, prevent fraud, resolve disputes, provide support, comply with legal obligations, and protect the platform.

QuoteLink's processing of personal information is explained in more detail in the Privacy Policy.

12. Categories of data subjects and personal information

13. Recipients of personal information

QuoteLink may share personal information with recipients where necessary for lawful business, marketplace, operational, payment, compliance, or support purposes.

• Registered professionals who buy or receive access to customer leads.
• Payment providers used to process purchases, refunds, credits, and invoices.
• Hosting, database, backup, security, and infrastructure providers.
• Email, SMS, WhatsApp, and support communication providers.
• Verification, fraud-prevention, analytics, and monitoring providers.
• Legal, accounting, tax, audit, and professional advisers.
• Regulators, courts, law enforcement, or other authorities where legally required.

14. Cross-border transfers

Some service providers used by QuoteLink may store or process information outside South Africa.

Where cross-border processing occurs, QuoteLink will take reasonable steps to ensure that personal information receives appropriate protection.

15. Security safeguards

QuoteLink applies reasonable technical and organisational safeguards to protect records and personal information.

• HTTPS encryption for website traffic.
• Access controls and role-based permissions.
• Secure password handling.
• Database backups and operational monitoring.
• Audit logs for sensitive administrative actions.
• Administrative access restrictions.
• Payment-provider separation for card and payment processing.
• Review of suspicious lead, dispute, payment, and account activity.

16. Request outcome

After receiving a valid PAIA request, QuoteLink may grant access, refuse access, grant partial access, request additional information, request payment of prescribed fees, or notify affected third parties where required.

QuoteLink will communicate the outcome to the requester using the contact details supplied in the request.

17. Remedies and complaints

If a requester is unhappy with the outcome of a PAIA request, the requester may have remedies available under PAIA.

A requester may contact the Information Regulator South Africa for information about complaints, remedies, prescribed forms, and procedures.

18. Availability of this manual

This PAIA Manual is available on QuoteLink.co.za.

A copy may also be requested from the Information Officer by emailing privacy@quotelink.co.za.

19. Updates to this manual

QuoteLink may update this PAIA Manual from time to time.

The latest version will be published on this page with the updated date.