Your right of access
The Promotion of Access to Information Act, 2000 (PAIA) provides a process for requesting a record held by a private body when that record is required for the exercise or protection of a right. POPIA provides related rights concerning personal information.
A request is considered on its facts and may be granted, partly granted or refused where PAIA or another law permits or requires that outcome. This page does not limit any right available under PAIA, POPIA or other applicable law.
Types of records
Depending on the business records created and retained in the ordinary course, Silk Route may hold categories such as:
- Customer enquiries, quotations, booking confirmations and journey communications.
- Supplier, service-provider and commercial records.
- Financial, tax, payment and accounting records.
- Vehicle, insurance, safety and operational records.
- Personnel and contractor records, where applicable.
- Website, privacy, complaints and information-security records.
Website pages, service descriptions, privacy information and contact details are available without a formal PAIA request. Access to other records depends on the nature of the request, the rights involved and any lawful ground for refusal.
How to make a request
Use the Information Regulator's prescribed PAIA Form 2 and official guide. Identify the record clearly, explain the right you seek to exercise or protect and why the record is required, and state your preferred form of access.
Contact Silk Route on +27 74 537 7310 or through the contact page and ask for the information-access contact. Silk Route will confirm the appropriate delivery method for the completed form and any supporting material.
Do not send a copy of an identity document in an initial WhatsApp message. First ask Silk Route to confirm what proof is necessary and the appropriate way to provide it.
Requests about your personal information
You may ask whether Silk Route holds personal information about you and request access, correction or deletion where POPIA provides for it. Silk Route may need to verify your identity and may retain information where a contract, law or other lawful ground permits or requires retention.
For the way personal information is collected and used, see the Privacy Notice.
Fees, timing and the outcome
Silk Route will acknowledge and process a valid request in accordance with the periods and procedures prescribed by PAIA. A prescribed request or access fee may apply. If so, the requester will be notified before access is provided. Any extension, refusal or partial access will be communicated with the reason and available review or complaint route, as required by law.
Questions and complaints
If you are dissatisfied with the handling of a PAIA or POPIA request, first contact Silk Route so the concern can be reviewed. You may also use the complaint process provided by the Information Regulator South Africa.
The Regulator's website provides the current PAIA guide, prescribed forms, contact channels and complaint procedure.