Last Updated: 11/02/2026

Promotion of Access to Information Act, 2 of 2000 (Section 51)
Private Body

1. Introduction and Purpose of the Manual

This PAIA Manual is prepared in accordance with Section 51 of the Promotion of Access to Information Act, 2 of 2000 (PAIA) and the Protection of Personal Information Act, 4 of 2013 (POPIA). The purpose of this manual is to inform requesters of the procedure to be followed when requesting access to records held by TruMate and to promote transparency, accountability, and lawful access to information.

2. Definitions and Acronyms

• Act / PAIA: Promotion of Access to Information Act, 2 of 2000

• POPIA: Protection of Personal Information Act, 4 of 2013

• Information Officer (IO): The person designated to act in terms of PAIA and POPIA

• Regulator: Information Regulator (South Africa)

• Requester: Any person requesting access to a record in terms of PAIA

• Personal Information: As defined in POPIA

3. Contact Details of the Private Body

Name of Private Body: TruMate (a product of TruBase Technologies (Pty) Ltd)

Physical Address:
D491 Khululeka Drive
KwaDabeka
Durban, 3612
KwaZulu-Natal
South Africa

4. Information Officer

The following person has been designated as the Information Officer in terms of PAIA and POPIA:

Information Officer: Patrick Mthimkhulu
Designation: Information Officer
Email: support@trumate.co.za

The Information Officer is responsible for compliance with PAIA and POPIA and for handling all access to information requests.

5. Guide on How to Use PAIA and How to Obtain Access to the Guide

The Information Regulator has compiled a guide to assist persons wishing to exercise their rights in terms of PAIA.

The guide contains information on:

• The objects of PAIA

• How to make a request for access to records

• Available remedies when access is refused

The guide is available from the Information Regulator and can be accessed in all official South African languages.

6. Categories of Records Automatically Available

The following categories of records are automatically available without the need to submit a PAIA request:

• Information published on the TruMate website

• Public notices and announcements

• Marketing and promotional material

• App user guides, FAQs, and public policies

7. Records Available in Terms of Other Legislation

Records are maintained in accordance with, inter alia, the following legislation:

• Companies Act, 71 of 2008

• Basic Conditions of Employment Act, 75 of 1997

• Labour Relations Act, 66 of 1995

• Protection of Personal Information Act, 4 of 2013

• Electronic Communications and Transactions Act, 25 of 2002

• Consumer Protection Act, 68 of 2008

8. Categories of Records Held by TruMate

The following categories of records are held by TruMate and may be requested subject to PAIA and POPIA:

8.1 Corporate and Governance Records

• Company registration and statutory records

• Internal policies and procedures

8.2 Human Resources Records

• Employee records

• Employment contracts and payroll information

8.3 User and Platform Records

• User account and profile information

• In-app communication and support records

8.4 Financial Records

• Accounting and financial statements

• Invoices and payment records

8.5 Marketing and Partner Records

• Advertising and sponsorship agreements

• Partner and campaign records

8.6 Technical and Security Records

• System logs and audit trails

• Security and incident records

9. Processing of Personal Information (POPIA)

TruMate processes personal information lawfully and in a reasonable manner. Personal information is processed for the purposes of operating and improving the TruMate platform, complying with legal obligations, providing support services, and ensuring platform safety and security.

Categories of Data Subjects

• Users of the TruMate platform

• Service providers and partners

• Employees and contractors

Recipients of Personal Information

• Internal authorised personnel

• Third-party service providers performing services on behalf of TruMate

• Regulatory authorities where required by law

Appropriate technical and organisational safeguards are implemented to protect personal information.

10. Request Procedure

10.1 Submission of Requests

Requests for access to records must be made in writing using the prescribed PAIA request form and submitted to the Information Officer.

Requests must:

• Clearly identify the record requested

• Provide sufficient details to locate the record

• Include proof of identity where personal information is requested

11. PAIA Fees and Charges

Fees are charged in accordance with PAIA regulations unless the requester seeks access to their own personal information.

11.1 Request Fee

• Non-personal requests: R140.00

• Personal information requests: No fee

11.2 Access Fees

• Photocopies (A4): R2.00 per page

• Printed electronic records (A4): R2.00 per page

• CD / DVD / USB: R40.00 per copy

• Audio transcription: R15.00 per page

• Visual transcription: R25.00 per page

11.3 Search and Preparation

• First hour: Free

• Thereafter: R30.00 per hour or part thereof

11.4 Deposit

A deposit of one-third (1/3) of the estimated access fee may be required where applicable.

12. Grounds for Refusal of Access

Access to records may be refused on grounds provided for in PAIA, including:

• Protection of personal information of third parties

• Confidential commercial information

• Legal privilege

• Mandatory refusal provisions under PAIA

13. Availability of the PAIA Manual

This PAIA Manual is available:

• On the TruMate website

• On request from the Information Officer

14. Amendments

TruMate reserves the right to amend this PAIA Manual from time to time. The latest version will always be made available.