PAIA Manual
Last updated: 13 November 2026
This manual is published in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA). It explains what records lungro holds, how to request access to them, and the remedies available if a request is refused.
Purpose of this manual
This manual helps the public understand the categories of records we hold, which records are available without a formal request, and how to request access to records that are not automatically available.
Acronyms and abbreviations
- PAIA — Promotion of Access to Information Act 2 of 2000.
- POPIA — Protection of Personal Information Act 4 of 2013.
- IO — Information Officer.
- Regulator — Information Regulator (South Africa).
- Form 2 — the prescribed form for requesting access to a record.
The PAIA guide
The Information Regulator has published a guide on how to use PAIA. The guide explains the objects of PAIA and POPIA, how to make a request, the assistance available from the Regulator, the prescribed forms and fees, the grounds for refusal, and the remedies available. It is available in all official languages from the Information Regulator’s PAIA resources page or from the Information Officer.
Records available without a PAIA request
The following records are available on our website without a formal PAIA request or request fee:
- Company and legal details, including this manual, our Terms of Service, Privacy Policy and Cookie Policy.
- Product information, pricing and public marketing content.
- Contact and support information.
Other records can be requested using the process below.
Records held under other legislation
We hold records in terms of the Companies Act 71 of 2008, the Protection of Personal Information Act 4 of 2013, the Income Tax Act 58 of 1962, the Electronic Communications and Transactions Act 25 of 2002, the Consumer Protection Act 68 of 2008, and other applicable laws.
Description of records held
- Business records: financial, tax, accounting, banking, company secretarial, contracts, insurance and supplier records.
- Customer records: account details, billing information, client, activity, timesheet and invoice records, and support messages.
- Personnel records: employee and contractor details, payroll, tax, leave and performance records, where applicable.
- Service records: agreements, correspondence, and operational and security records.
Data subjects. We may hold personal information about customers, prospective customers, employees and contractors, suppliers, website visitors and support requesters.
Recipients. We may share personal information with service providers that host and operate the service, deliver email, protect forms from abuse, deliver fonts and stylesheets, and with professional advisers, regulators, courts and law-enforcement bodies where required by law. See our Privacy Policy for details.
Transborder processing. Some service providers may process information outside South Africa. Where that happens, we rely on the safeguards in section 72 of POPIA.
Security measures. We use appropriate technical and organisational measures, including access controls, encryption where appropriate, monitoring, and secure configuration.
Particulars of the body
- Name: LUNGRO (PTY) LTD
- Registration number: 2026/889556/07
- Registered address: 2 Punters Way, Kenilworth, Cape Town, Western Cape, 7708, South Africa
- Information Officer: DLUDLA, LUTHANDO
- Information Regulator registration number: 2026-071249
- Email: contact@lungro.co.za
- Website: lungro.co.za
How to request access
To request access to a record, complete Form 2 (Request for Access to Record) and send the signed form, with proof of identity, to the Information Officer at contact@lungro.co.za. If you are requesting on behalf of another person, attach proof of your authority.
Your request must include enough detail to identify you and the record, the right you are exercising or protecting and why the record is needed, the form of access you want, and your preferred language.
We will respond within 30 days. If a request is large or requires an extension, we will notify you and may extend the period by up to 30 days.
Fees
A request fee is payable before a request is processed, and access fees may apply. The prescribed fees are set out in the Information Regulator’s current PAIA fee schedule. The Information Officer will tell you the amount before processing the request.
Grounds for refusal
A request may be refused on the grounds set out in Chapter 4 of PAIA, for example where the record contains another person’s personal information, commercially sensitive information, confidential information or legally privileged information. If we refuse a request, we will give you our reasons in writing.
Remedies
If you are not satisfied with our response, you may complain to the Information Regulator using Form 5 (Complaint Form), or apply to a court for relief. There is no internal appeal against a decision of the head of a private body.
Information Regulator (South Africa): Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191; enquiries@inforegulator.org.za; 010 023 5200; inforegulator.org.za.
Availability of this manual
This manual is available on our website. A hard copy is available on request from the Information Officer at contact@lungro.co.za. A copy is available to the Information Regulator on request.
This manual is available in English. If you need it in another official language, contact the Information Officer and we will reasonably assist.
Updating of this manual
We review this manual when our records, contact details or legal obligations change. The last-updated date appears at the top of this page.