INFO REGULATOR SA STRAT PLAN

Measuring Our Performance

Technical Indicators (TIDS)

Our Mandate

Strategic Focus

PROGRAMME 2: Protection of Personal Information (POPIA)

Indicator Title

Percentage of complex complaints investigated, completed and referred to the Enforcement Committee within the prescribed timeframes. The indicator measures the percentage of complex complaints, investigated, completed and referred to the Enforcement Committee within the turnaround period of 12 months, as prescribed in the Standard Operating Procedure (SOP). Complex complaints refers to complaints that are resolved within 12 months from the date of receipt.

Definition

Source of data

• •

Submitted Complaint Form.

Referral to enforcement committee.

• Report on complaint investigation and referred. • Case files. Method of calculation or assessment Number of complex complaints investigated, completed and referred to the Enforcement Committee divided by the total number of complaints received multiplied by 100. Assumptions The Regulator will receive complaints. Disaggregation of beneficiaries (where applicable) N/A Spatial transformation (where applicable) N/A Desired performance To achieve the annual target. Indicator responsibility Executive: POPIA.

Indicator Title

Percentage of simple complaints investigated and completed within the prescribed timeframes. The indicator measures the percentage of simple complaints investigated and completed within the prescribed timeframes. Simple complaints refers to complaints resolved in the past three months from the date of receipt.

Definition

Source of data

• • •

Submitted Complaints Form.

Complaints Register.

Investigation File. Method of calculation or assessment Number of simple complaints investigated and completed divided by the total number of complaints received multiplied by 100. Assumptions The Regulator will receive complaints. Disaggregation of beneficiaries (where applicable) N/A Spatial transformation (where applicable) N/A Desired performance Achieve the annual target. Indicator responsibility Executive: POPIA

Strategic Plan 2025/2026

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