This PAIA Manual is useful for the public to:

• Check the categories of records held by BetCity which are available without a formal PAIA request;
• Understand how to request access to a record, including a description of subjects and categories of records held;
• Know which records are available in accordance with any other legislation;
• Access the relevant contact details of the Information Officer and Deputy Information Officer;
• Understand how to use PAIA and obtain access to the Regulator’s Guide;
• Understand how personal information is processed, the purpose of processing, and categories of data subjects;
• Know the recipients to whom personal information may be supplied;
• Know whether personal information is transferred outside South Africa and to whom; and
• Know whether appropriate security measures are in place to ensure confidentiality, integrity and availability of personal information.

Chief & Deputy Information Officer

General Access to Information Enquiries

National / Head Office

The Information Regulator has updated and made available a revised Guide on how to use PAIA in an easily comprehensible form, as required by section 10(1) of PAIA. The Guide is available in each of the official languages and in braille.

The Guide contains descriptions of:

• The objects of PAIA and POPIA;
• Contact details of Information Officers and Deputy Information Officers of all public and private bodies;
• The manner and form of a request for access to records of public and private bodies;
• Assistance available from the Information Officer and the Regulator;
• All legal remedies available regarding acts or failures to act in respect of rights or duties under PAIA and POPIA, including internal appeals, complaints to the Regulator, and court applications; and
• Notices and regulations regarding fees payable for access requests.

Members of the public may inspect or obtain copies of the Guide from:

• The offices of any public or private body during normal working hours;
• The BetCity Information Officer upon request; or
• The Information Regulator’s website: www.justice.gov.za/inforeg/

The Guide is available in the following official languages: English, Afrikaans, Xhosa and Zulu.

Any queries regarding the Guide, or assistance required in connection with the use of PAIA, should be directed to the Information Regulator:

In accordance with section 52(1) of PAIA, the following categories of BetCity records are available to the public without the need to submit a formal PAIA request:

The following categories of records are maintained by BetCity in accordance with applicable South African legislation:

10.1 Purpose of Processing Personal Information

Please refer to our Privacy Policy for full details on the purpose of processing personal information.

10.2 Categories of Data Subjects and Information

10.3 Recipients of Personal Information

Personal information may be supplied to the following categories of recipients:

• Platform and technology service providers;
• Payment processors and banking partners;
• Regulatory authorities (MER, SARS, FIC);
• Law enforcement authorities where legally required;
• Marketing and analytics service providers (where consent applies); and
• Legal and compliance advisors.

10.4 Transborder Flows of Personal Information

Customer information is stored outside the Republic of South Africa on Amazon Web Services (AWS). The servers are situated at the Amazon Server Farm based in Ireland.

The following categories of personal information are stored on AWS:

• Personal information (full name, email address, phone number, physical address, identity and/or passport number, banking details);
• Betting information;
• Transaction information;
• Documents; and
• Communication logs.

Personal information will be retained for as long as reasonably necessary to comply with legal, regulatory and contractual obligations. Once retention is no longer required, personal information will be securely destroyed in accordance with POPIA and applicable industry standards.

10.5 Information Security Measures

Please refer to our Privacy Policy for a full description of the technical and organisational security measures implemented by BetCity to ensure the confidentiality, integrity and availability of personal information.

A requester may submit a formal request for access to records held by BetCity in accordance with section 50 of PAIA. The following process applies:

1. Complete the prescribed PAIA request form (Form C) available from the Information Regulator’s website or from BetCity upon request.
2. Submit the completed form to the BetCity Information Officer at popia@betcity.co.za.
3. Pay the prescribed request fee (if applicable) as notified by the Information Officer.
4. BetCity will acknowledge receipt of the request and respond within 30 days (extendable to 60 days in certain circumstances).
5. If access is refused, reasons will be provided and the requester may appeal or lodge a complaint with the Information Regulator.