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Access to information

PAIA Manual

Prepared to explain how to request access to records held by NeptuneWare under the Promotion of Access to Information Act, 2 of 2000.

Last updated: 27 June 2026

1. Organisation and contact details

Private body
NeptuneWare
Registration number
2023/669684/07
Information Officer
The Head of NeptuneWare

2. Purpose of this manual

This manual provides guidance on records that may be held by NeptuneWare, how a person may request access, and the contact channel for privacy or access-to-information matters. Access is subject to PAIA, POPIA, applicable grounds for refusal, identity verification and any prescribed fees.

3. Categories of records

Depending on the company's activities and legal retention duties, records may include:

  • Company, governance, statutory and regulatory records.
  • Financial, accounting, tax, banking, procurement and supplier records.
  • Customer, prospect, quotation, contract, implementation and support records.
  • Employee, contractor and human-resources records, where applicable.
  • Product, software, technical, security, hosting and operational records.
  • Marketing, website, enquiry, consent and communication records.
  • Intellectual property, policies, procedures and internal administration records.

4. Records available without a formal request

Public website pages, published policies, marketing material, product information and public company information may be available without a formal PAIA request. Other records require a written request using the applicable prescribed form.

5. How to request access

  1. Use the current PAIA request form made available by the Information Regulator.
  2. Identify the record clearly and explain the right you seek to exercise or protect.
  3. Provide proof of identity and authority where acting for another person.
  4. Send the completed request to the Information Officer using the contact details above.
  5. Pay any prescribed request or access fee if formally required.

The Information Officer will process the request within the periods and subject to the procedures set by applicable law.

6. Grounds for refusal

Access may be refused where PAIA permits or requires refusal, including protection of another person's privacy, confidential commercial information, legal privilege, safety, security, research interests or records that cannot lawfully be disclosed.

7. Remedies and regulator guidance

A requester may use the remedies available under PAIA, including a complaint to the Information Regulator or an application to a competent court where appropriate. Current forms and guidance should be obtained from the Information Regulator.

8. Availability and updates

This manual is available on this website. It may be updated when the organisation's details, record categories or legal requirements change.

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