PAIA Manual

01Introduction & purpose of this manual

This manual is published by MS Nova Meditech (Pty) Ltd (registration 2026/506439/07), trading as VaxTrack SA ("we", "us", "the body"), in accordance with section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA"). Its purpose is to help a member of the public or a requester understand what records we hold, and how to request access to a record under PAIA.

02About this body

03Information Officer & contact details

04The Regulator's guide on using PAIA

The Information Regulator (South Africa) publishes a guide, as contemplated by section 10 of PAIA, to assist any person wishing to exercise a right of access to a record under the Act. That guide is available from the Information Regulator directly:

05Records available without a PAIA request

The following records are already publicly available on our website, at no charge and without the need to submit a formal PAIA request:

• This PAIA Manual
• Our Privacy Policy
• Our Terms of Service
• Our Medical Disclaimer
• The VaxTrack SA User Manual (available for download from our website)
• General product and pricing information published on our website

06Categories of records held

The table below describes the broad categories of records we hold, consistent with the description of information collection and processing in our Privacy Policy. It is intended to help a requester identify what to ask for, not to describe every individual record.

07How this relates to our Privacy Policy

PAIA and POPIA (the Protection of Personal Information Act) work together but serve different purposes. Our Privacy Policy explains, in more detail, what personal information we collect, why, and how it is protected and shared — including which records relate to your own practice account and which relate to patient data your practice captures. This PAIA Manual instead sets out the formal procedure for requesting access to a record under PAIA. If your question is about how your information is used or protected, the Privacy Policy is likely the faster answer; if you specifically want to request access to a record, use the procedure below.

08How to request a record

To request access to a record, a requester should:

1. Complete the prescribed PAIA request form and submit it to the Information Officer using the contact details in Section 3.
2. Provide sufficient detail to identify the record requested, and proof of identity.
3. Specify the form of access required (for example, a copy, or an opportunity to inspect the record).
4. Pay the prescribed request fee, if applicable — see Section 9.

09Fees

PAIA permits a body to charge a prescribed request fee, and, in some cases, an access fee and a deposit, in accordance with the fee schedule set out in the PAIA Regulations. These amounts are set by the Regulations, not by us, and change from time to time.

10Response timelines & grounds for refusal

PAIA requires a decision on a request within a prescribed period from receipt (ordinarily 30 days, subject to extension in circumstances permitted by the Act). A request may be refused on grounds set out in PAIA — for example, where granting access would unreasonably disclose another person's personal information, or where a specific statutory ground for refusal applies. Any refusal will state the reasons and the applicable provision of PAIA relied upon, and will inform the requester of their right to lodge a complaint or appeal.

11If a request is refused

If a request is refused, or if a requester is otherwise dissatisfied with how a request was handled, the requester may lodge a complaint with the Information Regulator:

12Changes to this manual

We will review and update this manual as our records, processes, or the relevant law change, and will update the effective date above when we do.

13Contact