Download the official PAIA Manual 2026–2027 (PDF)
The signed PDF is the formal version of this manual. The page below summarises it.
About this manual
This manual is published under section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA), as amended by the Protection of Personal Information Act 4 of 2013 (POPIA). It explains what records we hold in South Africa, how you can ask for them, and how we process personal information. You can also download the full manual as a PDF.
It applies to BCC TELEMARKETING (PTY) Ltd ("BCC South Africa", "we", "us"), which runs BCC Telemarketing's contact centres in Umhlanga, Durban. It is part of the same group as Business & Consumer Choices Telemarketing Limited, a company registered in England and Wales (company number 08909427).
Company details
- Registered name: BCC TELEMARKETING (PTY) Ltd
- Registration number: 2021/778208/07
- Physical addresses: Lighthouse Quarter, 14 Chartwell Drive, Umhlanga, 4320; and Manhattan House, Platinum Towers, Equinox Road, Umhlanga, Durban, 4320, South Africa
- Postal address: BCC Telemarketing, Lighthouse Quarter, 14 Chartwell Drive, Umhlanga, 4320
- Telephone: +27 76 658 9987
- Email: info@bcctelemarketing.co.za
- Website: this website
Information Officer
Requests under PAIA and POPIA should be sent to our Information Officer:
- Information Officer: Danae Naidoo
- Email: danae@bcctelemarketing.co.uk
- Address: as above, marked "Information Officer"
Our Information Officer is registered with the Information Regulator.
The Information Regulator's guide
The Information Regulator has published a guide on how to use PAIA and POPIA. It is available in all official languages on the Regulator's website, inforegulator.org.za, and a copy can be inspected at our offices during business hours. Queries can be sent to the Regulator at enquiries@inforegulator.org.za.
Records available without a request
The following are available without a formal PAIA request: information on this website, including our privacy policy, cookie policy, website terms, this manual (on this page and as a PDF) and the published policies on our Trust & compliance page. Marketing and product information is available on request by email.
Records kept under other laws
We keep records as required by, among others:
- Basic Conditions of Employment Act 75 of 1997
- Broad-Based Black Economic Empowerment Act 53 of 2003
- Companies Act 71 of 2008
- Compensation for Occupational Injuries and Diseases Act 130 of 1993
- Consumer Protection Act 68 of 2008
- Electronic Communications and Transactions Act 25 of 2002
- Employment Equity Act 55 of 1998
- Income Tax Act 58 of 1962 and Tax Administration Act 28 of 2011
- Labour Relations Act 66 of 1995
- Occupational Health and Safety Act 85 of 1993
- Protection of Personal Information Act 4 of 2013
- Skills Development Act 97 of 1998 and Skills Development Levies Act 9 of 1999
- Unemployment Insurance Act 63 of 2001 and Unemployment Insurance Contributions Act 4 of 2002
- Value-Added Tax Act 89 of 1991
Categories of records we hold
| Area | Records |
|---|---|
| Company | Incorporation documents, share register, directors' records, minutes, B-BBEE records |
| Finance and tax | Financial statements, accounting records, tax and VAT returns, banking records, invoices |
| People | Employment contracts, payroll, leave, training, disciplinary and performance records, employment equity reports, UIF and COIDA records |
| Clients and suppliers | Contracts, data processing agreements, correspondence, campaign briefs and reports |
| Campaigns | Call records, call recordings, campaign data supplied by clients, opt-out and do-not-call lists |
| IT and security | Access logs, security policies, incident records, backup records |
| Health and safety | Risk assessments, incident and first-aid records, evacuation plans |
Campaign data belongs to our clients. If you ask for a record we hold on a client's behalf, we will usually refer your request to that client.
How to request a record
- Complete the prescribed request form (Form 2), available on the Information Regulator's website or from our Information Officer.
- Send it to our Information Officer by email or post. Include enough detail for us to find the record, the form of access you want, and how you want to be told of our decision.
- If you are asking on behalf of someone else, include proof of your authority.
- Pay the prescribed request fee, unless you are asking for your own personal information. We will tell you if an access fee or deposit applies.
We will reply within 30 days. We may extend this once, by up to 30 days, and will tell you why.
Grounds for refusal
We may refuse access in the circumstances set out in Chapter 4 of Part 3 of PAIA, including to protect another person's privacy, commercial information of a third party or of us, confidential information, the safety of people and property, and legally privileged records. If we refuse, we will give reasons. You may complain to the Information Regulator or apply to court.
How we process personal information (POPIA)
Why we process it
- To run telephone and customer service campaigns for our clients, on their instructions.
- To recruit, employ, pay and train our people.
- To manage clients, suppliers and our own marketing.
- To meet legal, tax, health and safety and regulatory duties, and to keep our systems secure.
Whose information and what kind
| Data subjects | Information |
|---|---|
| People we call or who call us for clients | Name, contact details, organisation, call notes and outcomes, call recordings, preferences and opt-outs |
| Employees and applicants | Identity number, contact details, qualifications, banking details, tax and UIF details, performance and training records, and where the law requires, race and disability for employment equity reporting |
| Clients and suppliers | Business contact details, contracts, banking and billing details |
| Website visitors | Form entries and cookie data |
Who we share it with
Our clients (for their campaigns), our UK company, IT, telephony and payroll service providers, professional advisers, SARS, the Department of Employment and Labour and other authorities where the law requires. Service providers act under written agreements.
Transfers outside South Africa
Our teams work with our head office in the United Kingdom, and some clients and service providers are based outside South Africa. We only transfer personal information where section 72 of POPIA allows, for example where the recipient is bound by laws or binding agreements giving similar protection, or where it is needed to perform a contract.
How we protect it
We use access controls, multi-factor authentication, encryption in transit, secure offices, staff confidentiality agreements, regular training and supplier checks. More detail is in our Information Security Policy.
Your rights under POPIA
You can ask what information we hold about you, ask us to correct or delete it, object to processing, and object to direct marketing. Use our Your data rights form or contact the Information Officer. You can complain to the Information Regulator at inforegulator.org.za.
Availability and updates
This manual is available on our website, as a downloadable PDF, and at our Umhlanga offices. We review it at least once a year. Last reviewed: 30 September 2026.