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PAIA Manual

Manual of PlugAfrika (Pty) Ltd, compiled in terms of section 51 of the Promotion of Access to Information Act 2 of 2000.

Last updated 17 October 2026

This manual explains what records PlugAfrika (Pty) Ltd holds, which of them are already available, and how to request access to the rest. It is published in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA").

1. The private body

  • Registered name: PlugAfrika (Pty) Ltd
  • Trading name: plugafrika
  • Registration number: 2026/692478/97
  • Registered and physical address: 1 Callington Crescent, Parklands, Cape Town, Western Cape, 7441, Republic of South Africa
  • Website: plugafrika.com

2. Head of the private body

The head of the body for PAIA purposes, who is also our Information Officer under the Protection of Personal Information Act 4 of 2013, is:

  • Name: Yousten Malesa
  • Cell: 084 035 1356
  • Office: 087 151 4442
  • Email: privacy@plugafrika.com
  • Postal and physical address: as in clause 1

3. The Information Regulator

PAIA is overseen by the Information Regulator of South Africa: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001; Private Bag X20, Braamfontein, 2017; PAIAComplaints@inforegulator.org.za; inforegulator.org.za.

4. The section 10 guide

The Information Regulator has compiled a guide on how to use PAIA, in terms of section 10 of the Act. It explains how to make a request, what a body may refuse, and how to challenge a refusal. It is available from the Regulator at the contact details above, in each official language, and on the Regulator’s website.

5. Records available without a PAIA request

You do not need to make a PAIA request for any of these. They are published on our website and you may use and read them freely:

If you hold an account with us, your own order history, invoices, payments, returns, refunds, wallet transactions and support threads are available to you in your account without a PAIA request. A vendor’s own listings, orders, payouts and statements are likewise available in the partner portal.

6. Records held, by subject

The following is a description of the categories of records we hold. Listing a category here does not mean a request for it will be granted: a request is decided against the grounds for refusal in Chapter 4 of Part 3 of PAIA.

  • Company and governance: incorporation documents, registers required by the Companies Act 71 of 2008, minutes and resolutions.
  • Financial: annual financial statements, accounting records, tax records and returns, banking records.
  • Buyer and vendor records: account details, orders, invoices, payments, refunds, wallet ledgers, returns, disputes and support correspondence.
  • Vendor onboarding: business and identity verification records, banking details for payouts, and the outcome of account verification checks.
  • Operations and logistics: delivery quotes, shipments, tracking and courier correspondence.
  • Employment and human resources: contracts, payroll, leave and disciplinary records.
  • Technology: source code, system configuration, security and access logs.
  • Contracts with third parties: payment providers, logistics partners, hosting and other suppliers.
  • Marketing: campaign records and consents.

7. Records held under other laws

We keep records as required by, among others, the Companies Act 71 of 2008, the Income Tax Act 58 of 1962, the Value-Added Tax Act 89 of 1991 where it applies to us, the Tax Administration Act 28 of 2011, the Basic Conditions of Employment Act 75 of 1997, the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and the Protection of Personal Information Act 4 of 2013. Those records are not automatically available for inspection; a request for them follows clause 8.

8. How to request a record

  1. Use the request form prescribed under PAIA. We will send it to you on request, and the Information Regulator publishes the current version on its website.
  2. Send the completed form to the head of the body at the address or email in clause 2.
  3. Give enough detail to identify the record and to identify yourself, say how you want to receive it, and if you are asking on behalf of someone else, attach proof of your authority.
  4. If you are asking for a record in order to exercise or protect a right, say which right and how the record helps you do that. Section 50 of PAIA requires this for a private body.
  5. Pay the prescribed fees, as set out in clause 9.

We must decide within 30 days of receiving a complete request, and we will tell you the outcome in writing. That period can be extended once, in the circumstances PAIA allows, and we will tell you if it is. If we refuse, we will tell you which provision we relied on and how to appeal or approach the Regulator or a court.

9. Fees

PAIA allows a private body to charge a request fee and an access fee, both of which are set by regulation rather than by us. Because those amounts are amended from time to time, we do not reproduce them here: we will quote you the fee that applies at the time of your request, before any work is done, and the current schedule is available from the Information Regulator. A requester who asks for their own personal information does not pay a request fee, although an access fee for reproduction may still apply. Where a fee applies, we may require a deposit and we will not release the record until the fee is paid.

10. Grounds on which we may refuse

A request may be refused on the grounds set out in Chapter 4 of Part 3 of PAIA, which include the mandatory protection of another person’s personal information, the protection of commercial information of a third party or of ours, information given in confidence, information that would prejudice a person’s safety or the protection of property, privileged legal material, and research information. Where only part of a record is protected, we release the rest.

11. Remedies

There is no internal appeal against a decision of a private body under PAIA. If we refuse your request, or you are unhappy with the fee, the form of access or the time taken, you may lodge a complaint with the Information Regulator at the details in clause 3, or apply to a court as PAIA provides.

12. Availability of this manual

This manual is published on our website at plugafrika.com/legal/paia, and a copy is available for inspection at our registered address during business hours and from the head of the body on request, at no charge. It is updated whenever the facts in it change.