1. Introduction & Company Overview

TIN Solutions (Pty) Ltd ("TIN Solutions") is a premier South African digital infrastructure and enterprise solutions provider. TIN Solutions delivers managed cloud web hosting, domain name registrations and DNS infrastructure, enterprise email systems, cloud VoIP and IP telecommunications, business compliance services, and digital solutions to businesses across the Republic of South Africa.

This Manual has been compiled in terms of Section 51 of PAIA to provide a guide on the categories of records held by TIN Solutions, the procedure to request access to such records, the grounds for refusal of access, and the governance frameworks implemented to protect personal information under POPIA.

2. Contact Details of TIN Solutions & Information Officer

The Head of the Private Body and designated Information Officer responsible for administering requests in terms of PAIA is:

3. Guide of the Information Regulator

The Information Regulator of South Africa has compiled a comprehensive guide under Section 10 of PAIA containing information reasonably required by any person who wishes to exercise any right contemplated in PAIA and POPIA.

The guide is published in all official South African languages and can be obtained directly from:

4. Voluntary Disclosure & Automatic Availability of Records

In terms of Section 52 of PAIA, records that are automatically available without requiring a formal request under PAIA include:

• Public product catalogs, service specifications, and published pricing on the TIN Solutions Client Portal.
• Knowledgebase support guides, setup tutorials, and technical self-help documentation.
• Standard Terms of Service, Acceptable Usage Policies, and public notices.
• Account self-service data accessible securely to authenticated clients through their Client Portal login (including past invoices, service statuses, domain registrations, and support tickets).

5. Records Held in Accordance with Other South African Legislation

Where applicable, TIN Solutions maintains statutory records in accordance with South African national legislation, including but not limited to:

6. Categories of Records Held by TIN Solutions

The inclusion of any category below does not imply that access will automatically be granted; each formal application will be assessed individually in terms of PAIA:

7. Procedure for Requesting Access to Records

1. Prescribed Form: Requests for access to records must be made using Form 2 (Request for Access to Record of Private Body) as published in the PAIA Regulations 2021. Form 2 is available on the Information Regulator's website or upon email request to legal@tinsolutions.co.za.
2. Submission: The completed form must be submitted to the Information Officer together with proof of payment of the prescribed non-refundable request fee.
3. Identification: The requester must provide sufficient detail on the request form to enable the Information Officer to identify the record requested and the requester's identity (including certified copy of ID or company registration).
4. Right to be Protected: The requester must clearly identify the right they are seeking to exercise or protect and explain why the requested record is required for the exercise or protection of that right.
5. Timeline: TIN Solutions will evaluate and respond to the request within thirty (30) calendar days of receipt, subject to statutory extensions permitted under Section 57 of PAIA.

8. Protection of Personal Information (POPIA) Provisions

TIN Solutions is registered as a Responsible Party under POPIA and processes personal information strictly in accordance with statutory conditions:

• Purpose of Processing: To provide and maintain digital services, manage client hosting and domain accounts, process billing and payments, provide technical support via WhatsApp, phone, and tickets, and comply with tax, statutory, and regulatory obligations.
• Categories of Data Subjects: Individual clients, corporate business clients and their representatives, contractors, and employees.
• Trans-Border Information Flows: Personal information may be transferred across borders only where cloud hosting, backup facilities, or domain registries require international transit, subject to adequate data protection laws or binding contractual safeguards matching POPIA standards.
• Security Safeguards: TIN Solutions implements enterprise-grade technical and organizational safeguards including encrypted transport (SSL/TLS), database encryption, multi-factor authentication, perimeter firewalls, automated vulnerability scanning, and strict access control protocols.

9. Prescribed Fees

The fee structure for requests to private bodies is prescribed in Regulation 8 of the PAIA Regulations, 2021:

• Request Fee: R140.00 payable upon submission of the request (non-refundable). Personal requesters seeking records about themselves are exempt from the request fee.
• Access Fees: Applicable if access is granted, covering photocopy, search, transcription, and postal costs as prescribed by the Information Regulator.