PAIA Manual
Last updated: April 12, 2026
1. Introduction
This Manual is published in terms of section 51 of the Promotion of Access to Information Act, 2000 ("PAIA") for Ticket Brew (Pty) Ltd, a private body registered in South Africa.
It explains how requests for access to records held by Ticket Brew may be made, describes the categories of records we hold, and includes information relevant to the processing of personal information under the Protection of Personal Information Act, 2013 ("POPIA").
Our Information Officer is registered with the Information Regulator of South Africa in accordance with POPIA.
2. Company details
- Private body: Ticket Brew (Pty) Ltd
- Registration number: 2026/288099/07
- Website: https://ticketbrew.co.za
- Telephone: +27 69 056 2548
- Email: [email protected]
- Address: 16a Oakleigh Avenue, 4051, Durban, South Africa
3. Information Officer details
- Information Officer: Jaden Stock
- Email: [email protected]
- Telephone: +27 69 056 2548
- Address: 16a Oakleigh Avenue, 4051, Durban, South Africa
The Information Officer is responsible for handling PAIA access requests, processing personal information under POPIA, and ensuring compliance with both Acts.
4. How to request access to records
A requester must complete the prescribed PAIA request form for access to records of a private body (Form C, as prescribed by the PAIA Regulations) and submit it to the Information Officer using the contact details in section 3.
The form and guidance on completing it are available from the Information Regulator's website at https://www.justice.gov.za/inforeg/.
The requester should provide sufficient detail to identify the record or records requested and the right the requester seeks to exercise or protect by accessing the record.
Access may be granted, refused, or partially granted subject to PAIA, including any applicable grounds of refusal and any fees payable.
5. Response time and process
We will endeavour to respond to a valid PAIA access request within 30 days of receipt, as required by PAIA s.56(1) for private bodies. Where we require an extension, we will notify you in writing within the prescribed period.
Our decision will be communicated in writing, including reasons for any refusal or partial refusal.
6. Request fees
A request fee and/or access fee may be charged in accordance with the regulations made under PAIA. The current standard request fee for private bodies is R50.00, which must be paid before we are required to process the request, unless you are personally requesting access to your own personal information.
Reproduction and search fees may also apply depending on the form and volume of access. We will notify you of applicable fees before processing your request.
7. Categories of records held
Ticket Brew may hold records in categories including:
- company registration and statutory records;
- financial, accounting, and tax records;
- contracts with service providers, partners, organisers, and users;
- website, platform, operational, and technical records;
- account, support, communications, and customer records;
- event, ticketing, order, refund, payout, and dispute records;
- security, fraud review, and compliance records; and
- employment or contractor records, if applicable.
Not all records in each category will necessarily be available, and access may be limited by applicable grounds of refusal under PAIA.
8. Records automatically available
Certain records may be available without a formal PAIA request, such as publicly published website content, policy pages, marketing pages, and general contact information, subject to availability and change over time.
9. Grounds for refusal of access
Access to records may be refused on grounds permitted by PAIA, including but not limited to:
- protection of the personal privacy of a third party (s.63);
- protection of commercial information of a third party or of Ticket Brew (s.64–s.68);
- legal professional privilege (s.67);
- safety of individuals or protection of property (s.62); or
- any other ground of refusal prescribed by PAIA.
10. Internal appeal and complaints
If your request is refused or you are dissatisfied with our decision, you may apply to a court for relief as provided in PAIA. You may also submit a complaint to the Information Regulator:
- Website: https://www.justice.gov.za/inforeg/
- Complaints email: [email protected]
- General enquiries: [email protected]
11. POPIA processing overview
Ticket Brew processes personal information for purposes such as account creation, ticket sales, event management, payment processing, ticket delivery, support, fraud prevention, security, legal compliance, and business administration.
Categories of data subjects may include:
- website visitors;
- ticket buyers and attendees;
- event organisers and organisation users;
- service providers and partners;
- support contacts; and
- employees or contractors, if applicable.
12. Categories of personal information processed
- identity and contact details;
- account and login information;
- organisation and event management information;
- ticketing, order, and attendance records;
- banking and payout information submitted by organisers;
- payment references and transaction metadata from Paystack;
- communications and support records;
- device, log, and technical usage data; and
- fraud, refund, dispute, and compliance-related information.
13. Categories of recipients
Personal information may be shared, where relevant and lawful, with:
- event organisers;
- Paystack, our payment service provider, for payment processing, settlements, refunds, and fraud prevention;
- messaging, hosting, analytics, support, and security providers;
- professional advisers;
- regulators, law enforcement, and courts; and
- successor entities in a merger, sale, restructure, or financing transaction.
14. Cross-border transfers
Some service providers used by Ticket Brew, including Paystack and certain infrastructure or analytics providers, may process personal information outside South Africa. Where cross-border processing occurs, Ticket Brew will take reasonably appropriate steps to ensure lawful processing and adequate safeguards consistent with POPIA s.72.
15. Security safeguards
Ticket Brew uses reasonably appropriate technical and organisational measures to protect records and personal information against unauthorised access, disclosure, misuse, loss, alteration, or destruction. In the event of a security compromise involving personal information, we will notify the Information Regulator and affected data subjects as required by POPIA s.22.
16. Availability of this Manual
This Manual is available on our website free of charge and may also be requested in paper form from the Information Officer using the contact details in section 3. A reasonable fee may be charged for paper copies.
17. Important note
This page is a practical website version of a PAIA s.51 Manual for a private body. You should compare it against the latest template published by the Information Regulator before publishing and after any regulatory update. Nothing in this Manual constitutes legal advice.