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PAIA Manual

This manual is published under section 51 of the Promotion of Access to Information Act, 2 of 2000 ("PAIA"). It explains what records we keep, how you can ask for access to them and how we handle personal information.

1. About us

Mulah is a trading name of MyMulah (Pty) Ltd, NCRCP12668, Reg. 2019/386913/07. We're a registered credit provider offering short-term loans in South Africa.

  • Physical address: Block A, Waterkloof Rand Office Park, Buffels Drift Street, Pretoria 0181
  • Telephone: 087 056 9538
  • Fax: 086 599 6280
  • Email: info@mulah.co.za
  • Website: https://mulah.co.za
  • Office hours: Monday to Friday, 08:30 to 16:00

2. How to contact us about a request

Send PAIA requests and questions about this manual to info@mulah.co.za, by fax to 086 599 6280, or deliver them to our office at the address above during office hours.

3. The Information Regulator's guide

The Information Regulator publishes a guide on how to use PAIA and POPIA. You can get it from the Regulator:

4. Records available without a request

You don't need to make a formal PAIA request for the information on our website, including:

5. Records kept under other laws

We keep records as required by the laws that apply to our business, including:

  • National Credit Act, 34 of 2005
  • Companies Act, 71 of 2008
  • Protection of Personal Information Act, 4 of 2013 (POPIA)
  • Financial Intelligence Centre Act, 38 of 2001
  • Basic Conditions of Employment Act, 75 of 1997
  • Labour Relations Act, 66 of 1995
  • Income Tax Act, 58 of 1962
  • Value-Added Tax Act, 89 of 1991
  • Electronic Communications and Transactions Act, 25 of 2002

6. Categories of records we hold

Whether we can give you access to a record depends on the grounds for refusal in PAIA (see section 9).

  • Company records: incorporation documents, statutory registers, minutes and shareholder information
  • Financial records: financial statements, accounting records, tax records and bank records
  • Credit records: loan applications, credit agreements, affordability assessments, payment histories, statements, and collection and dispute records
  • Customer records: identity details, contact details, bank details and supporting documents
  • Employee records: employment contracts, payroll, leave, performance and disciplinary records
  • Supplier records: contracts, invoices and correspondence
  • Regulatory records: NCR registration, returns and correspondence
  • Website records: enquiries, cookie and analytics data
  • IT records: system access logs, policies and backups

7. Personal information we process

Why we process it

To identify you, assess and manage loan applications, check that you meet our lending criteria under the National Credit Act, collect repayments, prevent fraud and money laundering, meet our legal duties, handle complaints and run our business.

Whose information we process

Applicants and customers, employees, suppliers and website visitors.

What information we process

Identity, contact, financial, employment and income, bank and credit information.

Who we share it with

Third parties involved in providing the services you ask for, such as credit bureaux, customer service providers and collection agencies, and anyone we're required by law to share it with. Our privacy policy has the full details.

How we protect it

We use SSL encryption, firewalls and encrypted storage, and staff get access on a need-to-know basis.

You can ask us to correct or delete your personal information by contacting us using the details in section 2.

8. How to make a request

  1. Complete the prescribed request form (Form 2, Request for Access to Record). You can get it from us or from the Information Regulator's website.
  2. Send it to us using the details in section 2.
  3. Give enough detail for us to identify the record, say which right you want to exercise or protect, and include proof of your identity. If you're asking on someone else's behalf, include proof that you're allowed to.
  4. We'll respond within 30 days of receiving your request. In some cases the law lets us extend this by up to 30 days, and we'll tell you if we do.
  5. If we grant your request, we'll tell you what fee is payable and how you'll get access.

9. Fees

Fees are charged as prescribed in the PAIA regulations. There's no request fee if you're asking for your own personal information. An access fee may apply for search time, copying and delivery, and a deposit may be asked for on larger requests.

10. Grounds for refusing a request

We may refuse access on the grounds set out in PAIA. These include protecting another person's privacy, a third party's commercial or confidential information, the safety of people or property, and records that are privileged in legal proceedings. If we refuse, we'll tell you why in writing.

11. If you're unhappy with our decision

You can lodge a complaint with the Information Regulator at PAIAComplaints@inforegulator.org.za or apply to court.

12. Where to find this manual

This manual is available on our website and at our office during office hours. We'll update it when anything changes.