Effective Date: 18 June 2026 | Version 1.0
This manual is published in compliance with Section 51 of the Promotion of Access to Information Act, 2000 (Act No. 2 of 2000) ("PAIA"). It explains how to request access to information held by Orbio ITSM Platform.
Orbio (Pty) Ltd is committed to transparency and lawful access to information. This manual describes:
Company: Orbio (Pty) Ltd
CIPC Registration Number: 2026/515396/07
Information Officer: Jody-Lee Sias
Email: paia@orbio.africa
Address: Orbio (Pty) Ltd, Registered Office c/o CIPC, P.O. Box 149, Centurion, 0046, South Africa. (Update this with your confirmed registered office address per CIPC records.)
| Category | Description |
|---|---|
| Customer Records | Names, emails, phone numbers, company details of CRM users and tenants |
| Ticket Records | IT support tickets, requester details, notes, attachments, resolution history |
| Financial Records | Subscription invoices, payment history, billing contact details |
| Technical Records | Server logs, API access logs, error logs (retained for 90 days) |
| Employee Records | Staff names, email addresses, roles (internal only) |
| Consent Records | POPIA consent grants and withdrawals, lawful basis tracking |
| Contract Records | Terms of service, data processing agreements, SLAs |
You have the right to request access to any record we hold, subject to the exclusions in PAIA.
Send a written request to paia@orbio.africa including:
We will acknowledge your request within 5 business days.
We will respond with a decision within 30 calendar days (extendable to 90 days for complex requests).
If granted, we will provide access in your preferred form. You may be required to collect copies in person or receive them electronically.
| Item | Fee (ZAR) |
|---|---|
| Request fee (non-refundable) | R50.00 |
| Search and retrieval (per hour) | R150.00 |
| Copies — A4 black & white (per page) | R2.00 |
| Copies — A4 colour (per page) | R10.00 |
| CD/DVD (including postage) | R50.00 |
| Electronic transfer | At cost |
Fees are payable in advance. Fee waivers may apply if you demonstrate inability to pay.
In addition to PAIA requests, data subjects may exercise their rights under the Protection of Personal Information Act (POPIA) through the following channels:
POPIA requests are processed within 30 calendar days (extendable to 60 days for complex requests). Requests may be made in writing or through the platform's DSAR module.
You may lodge a complaint with the Information Regulator if:
We may refuse access to a record if disclosure would:
If a request is refused in part, the remainder will still be provided where possible.
If your request is refused or you are dissatisfied with the response, you may lodge an internal appeal within 30 days of receiving the decision.
Appeals should be sent to the Information Officer at paia@orbio.africa with reasons for the appeal.
If the internal appeal is unsuccessful, you may lodge a complaint with the Information Regulator:
Information Regulator (South Africa)
Website: www.inforegulator.org.za
Email: enquiries@inforegulator.org.za
Phone: +27 (0)10 023 5200
Address: Salu Building, 33 Hoofd Street, Pretoria, 0001
The following information is available on our website without a PAIA request:
The Information Regulator has prepared a guide in terms of Section 10 of PAIA to assist data subjects in exercising their rights. A copy of this guide may be obtained from the Information Regulator at www.inforegulator.org.za or by contacting enquiries@inforegulator.org.za.
Any person who requires this guide to be made available in a particular format (including electronic) may contact the Information Regulator at the details above, or contact our Information Officer at paia@orbio.africa for assistance.
This manual is available in English. Requests may be submitted in English or Afrikaans. Access to records will be provided in the original language or format of the record, or in English if requested.