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
Phone: 060 185 0521
Address: 32 Amsterdam Street, Avondale, Parow, 7500, South Africa
Responsible for records: The Information Officer, together with any deputy Information Officers appointed under POPIA, is responsible for collecting, maintaining, and disclosing the personal information contained in Orbio's records (PAIA s51(1)(e)).
| 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 |
Orbio collects personal information only where it is reasonably required to:
The records described in section 3 above are collected for these purposes. Personal information is collected from the data subject directly (registration, support requests, and forms), from the organisation the data subject represents, and automatically through platform usage (logs, IP addresses, device, and browser information).
Where we request personal information, fields identified as mandatory are required so that we can create your account, provide the service, and meet our contractual and legal obligations. If mandatory information is not provided, we will be unable to provision your account or provide the platform services. Supplying all other information is voluntary, and you may decline to provide it without any adverse effect on your access to the platform. The categories of mandatory and voluntary information, and the consequences of failure to provide them, are described in our Privacy Policy (sections 2-3) and POPIA Notice (sections 10-11).
Personal information is processed only on one or more of the lawful grounds permitted by section 11 of POPIA:
Where POPIA requires prior authorisation before processing may begin — including the processing of unique identifiers for purposes other than identification, criminal behaviour data, health information, or biometric information — Orbio will apply to the Information Regulator for prior authorisation and will not commence that processing until authorisation is granted, unless an exception in section 57(2) of POPIA applies. Confirmation of any prior authorisation held by Orbio may be requested from the Information Officer at paia@orbio.africa.
You have the right to request access to any record we hold, subject to the exclusions in PAIA. You may use our PAIA Request Form (Form of Request under section 54) — complete it and email it to paia@orbio.africa — or send your own written request containing the details listed below.
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. Where permitted by section 26 of PAIA (e.g. a large volume of records, records held at another office, or necessary consultation), this period may be extended once by up to a further 30 days, and we will notify you in writing of any extension and the reasons for it.
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.
A requester may lodge an internal appeal within 60 days after notice of the decision (PAIA s74(1)). A third party affected by a decision to grant access to a record about them has 30 days after notice of that decision. Appeals, with reasons, go to the Information Officer at paia@orbio.africa.
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.