Clients Are Getting PAIA Requests, Are You Ready to Help Them Respond?
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Your clients are sitting ducks for PAIA requests, and most of them don’t even know it.
Whether it’s an ex-employee, a supplier with a grudge, or a competitor fishing for info, more and more businesses are receiving formal requests under the Promotion of Access to Information Act (PAIA). If they ignore it or respond incorrectly, they could face fines, regulatory complaints, or a PR mess. And when panic hits, guess who they call?
You.
As a Chartered Business Accountant in Practice, your job isn’t just to prepare financials. It’s to keep your clients out of legal trouble, show them what compliance looks like in the real world, and, wherever possible, turn problems into paid services. Helping them get PAIA right does all three.
What Is PAIA and Why Should Your Clients Care?
PAIA gives people the legal right to request information from any business if they need it to protect or exercise a right. Think contracts, HR records, payment histories, supplier deals, any document that could be relevant in a dispute or decision.
This isn’t just about government entities. Private companies are also on the hook.
If your client receives a PAIA request, they have 30 days to respond. They must either:
Hand over the records,
Refuse with a legally valid reason, or
Ask for an extension with proper documentation.
If they miss deadlines or give a sloppy response, they could land in hot water. That’s where your guidance becomes essential and billable.
Step 1: Do They Need a PAIA Manual?
The first question to ask is: does your client need a PAIA manual?
Here’s the short answer:
If they’re a private company and not exempt, yes.
If they’re exempt (some small businesses are), they’re off the hook for now, but they still need to know how to respond to requests.
A PAIA manual is a formal document that:
Explains what the company does
Lists the types of records it holds
Shows how people can request those records
Names the Information Officer who will handle those requests
It’s meant to be public, usually hosted on the company’s website, and it’s a legal requirement under PAIA.
Add-on service idea: Offer to draft and host the PAIA manual for clients who don’t have one. Charge a once-off fee, and include updates as part of your annual retainer.
Step 2: Help Them Appoint an Information Officer
Every company must appoint an Information Officer which is usually the CEO or MD who is legally responsible for handling PAIA (and POPIA) compliance.
This person needs to:
Understand what PAIA requires
Know how to respond to requests
Sign off on the PAIA manual
Liaise with the Information Regulator when needed
Most of your clients haven’t done this properly. Help them formalise it. Offer a one-pager with duties, a training session, or even a retainer to act as their Deputy Information Officer if you’re equipped to do so.
Value-add tip: Help your clients integrate PAIA and POPIA so their compliance efforts don’t clash. Requests for information often contain personal data, so you need to balance access rights with privacy protections.
Step 3: Show Them How to Handle Requests
When a request comes in, your client needs to act fast and smart.
Here’s the flow:
Log the request (date, sender, records asked for).
Confirm receipt with the requester.
Check whether the information is disclosable or protected (e.g. personal, confidential, or trade secrets).
Redact sensitive parts if necessary.
Respond with the decision, including reasons for refusal if applicable.
Keep a paper trail of everything.
The whole thing must happen within 30 calendar days. They can request a 30-day extension if needed, but only for specific reasons (volume, consultations, etc.).
Process booster: Build a simple PAIA request log or checklist they can use internally. Or offer to manage the process for them at a fee.
Make PAIA Work for You
This isn’t red tape. It’s a revenue stream.
Chartered Business Accountants in Practice are perfectly positioned to turn PAIA compliance into a billable, high-trust service. Most clients have no idea what PAIA is until they’re in a bind. That’s your moment to step in, not just as the accountant, but as the compliance partner who keeps their business safe.
What you can offer:
PAIA manual drafting
Information Officer appointment guidance
Staff training
PAIA and POPIA process design
Request handling and audit trails
This is practical, high-impact work that clients will pay for especially when you explain what’s at stake.
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