PAIA Manual

The head of the private body, who is also our Information Officer under POPIA, is Viljoen du Toit.

• Email: sales@crystalreef.co.za
• Telephone: 081 577 5051
• Street and postal address: Block 5, Central Office Park, 257 Jean Avenue, Die Hoewes, Centurion, Gauteng, 0157
• Website: www.crystalreef.co.za

Full registered details — registered name and CIPC registration number — are at the bottom of this page.

The Information Regulator has published a guide, in terms of section 10 of the Act, on how to use PAIA. It is available free from the Regulator at inforegulator.org.za, or by writing to them at PO Box 31533, Braamfontein, Johannesburg, 2017, or PAIAComplaints@inforegulator.org.za.

These are the subjects on which we keep records, and the categories of record under each. Listing a category here does not mean you are automatically entitled to it — it is here so that you can describe what you are asking for.

• Customers and orders — accounts, names, email addresses, delivery and collection addresses, telephone numbers, order and order-line history, delivery and collection records including who signed for an order, refunds, and saved wishlists.
• Payments — payment references and settlement records from our payment gateway. We never hold your card number. Card details are entered on the gateway's own pages and are never sent to us or stored by us.
• Pool services — maintenance clients and their agreements, job and visit records, installations, service requests, invoices and payment records.
• Enquiries — messages sent through the contact form or by email.
• Products and suppliers — catalogue, stock levels, stock movements, stocktakes, deliveries received, and supplier contact details.
• Staff and system records — staff user accounts and an audit log of actions taken in the back office, including the user, the action and the network address it came from.
• Published content — articles on our blog and, if we ever publish them, customer reviews.

Some records are available under other legislation without a PAIA request. Depending on what we are required to keep, these may include records under the Companies Act 71 of 2008, the Income Tax Act 58 of 1962, the Basic Conditions of Employment Act 75 of 1997, the Labour Relations Act 66 of 1995, the Occupational Health and Safety Act 85 of 1993, and the Consumer Protection Act 68 of 2008.

Required by section 51(1)(c), which the Protection of Personal Information Act added to this manual.

• Why we process it: to take, pay for, pack and deliver orders; to run the shop counter; to schedule and carry out pool maintenance and repairs; to answer enquiries; to keep the accounting, tax and audit records the law requires; and to detect and prevent fraud.
• Whose information: customers, people who enquire without buying, maintenance clients, suppliers, and our own staff.
• What information: name, email address, telephone number, delivery and service addresses, order and payment history, and — for staff — account and access records.
• Who receives it: our payment gateway (to take payment); the courier or driver delivering an order (name, address and phone only); our email provider (to send order and account emails); our hosting and database provider; and SARS, an auditor, or a regulator or court where the law requires it. We do not sell or rent personal information, and we do not share it for anyone else's marketing.
• Transfers outside South Africa: our website, database and email are hosted on Microsoft Azure and Microsoft 365 in the European Union, so information is stored and processed there. Those services are covered by contracts that require them to protect it to a standard comparable to POPIA.
• How we keep it safe: encrypted connections (HTTPS) across the whole site; passwords stored only as a one-way hash and never in readable form; back-office access restricted by role and recorded in an audit log; card data never touching our systems; and access to the database limited to the people who run it.

1. Use the request form prescribed by the Information Regulator (Form 2 for a request to a private body), available from inforegulator.org.za. Email it to sales@crystalreef.co.za, or drop it off at our address above.
2. Describe the record clearly enough that we can find it, tell us what form you want it in, and give us an address, email or phone number to answer on.
3. If you are asking for someone else, say who you are acting for and attach proof that you may.
4. If you are asking for a record because you need it to exercise or protect a right, say which right — section 50 requires that, and we cannot grant the request without it.

We will answer within 30 days. That period can be extended by a further 30 days where the Act allows it, and we will tell you in writing if that happens and why.

Fees. A request fee and an access fee may be payable, at the rates prescribed under the Act. We will tell you the amount before doing the work, and you may withdraw the request rather than pay it. There is no fee for asking for your own personal information under POPIA.

We must give reasons in writing. The Act allows a request to be refused in certain cases — for example where a record contains someone else's personal information, is commercially confidential, or is legally privileged.

If you are unhappy with our decision you may complain to the Information Regulator at PAIAComplaints@inforegulator.org.za or apply to a court. Making a complaint costs nothing.

Separately from PAIA, POPIA gives you the right to be told what personal information we hold about you, to have it corrected or deleted, to object to how we use it, to object to direct marketing at any time and free of charge, and to complain to the Information Regulator. Ask us by email, telephone, SMS or WhatsApp — we accept any of those, free of charge, and will answer in writing within 30 days.

This website is operated by Crystal Reef Pool and Marine Services (Pty) Ltd, trading as Crystal Reef Pool Services.

• Registration number: 2025/912121/07
• Address for service of legal documents: Block 5, Central Office Park, 257 Jean Avenue, Die Hoewes, Centurion, Gauteng, 0157
• Location: Centurion, Gauteng, South Africa
• Telephone: 081 577 5051
• Email: sales@crystalreef.co.za
• Website: www.crystalreef.co.za
• Not a VAT vendor. No VAT is charged and no VAT is shown on any price, invoice or receipt.