Promotion of Access to Information Act
PAIA Manual
1. Introduction and contact details
This manual explains what records Celerity Flows (Pty) Ltd holds and how to request access to them. Celerity Flows designs, builds and manages business automation systems, including enquiry handling, lead management, workflow automation, software integrations, operational reporting and AI-assisted processes.
| Company | Celerity Flows (Pty) Ltd |
| Registration number | 2026/753338/07 |
| Head of the private body and Information Officer | Zizipho Ndlovu |
| zizipho@celerityflows.com | |
| Physical and postal address, phone | Available on request from the Information Officer |
2. The Information Regulator's guide
The Information Regulator publishes a guide, in all official languages, on how to use PAIA and POPIA to request information. Get it from the Regulator, or request a copy from our Information Officer.
| Address | Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191 |
| General enquiries | enquiries@inforegulator.org.za |
| PAIA complaints | PAIAComplaints@inforegulator.org.za |
| Phone | 010 023 5200 or 0800 017 160 (toll free) |
| Website | inforegulator.org.za |
3. Records available without a request
Our privacy policy, this manual, and marketing information about our services are available on celerityflows.com without a formal request (section 52). We also keep records required by other laws:
| Law | Records kept |
|---|---|
| Companies Act 71 of 2008 | Memorandum of incorporation, registers, minutes |
| Income Tax Act 58 of 1962 | Financial and tax records |
| Value-Added Tax Act 89 of 1991 | VAT invoices and records, if registered |
| Tax Administration Act 28 of 2011 | Records supporting tax returns |
| Basic Conditions of Employment Act 75 of 1997 | Employee time and pay records |
| Labour Relations Act 66 of 1995 | Employment and disciplinary records |
| Unemployment Insurance Act 63 of 2001 | UIF records |
| Electronic Communications and Transactions Act 25 of 2002 | Electronic records and transactions |
| Protection of Personal Information Act 4 of 2013 | Processing and consent records |
| Consumer Protection Act 68 of 2008 | Client agreements and terms |
4. Records we hold
| Subject | Categories of records |
|---|---|
| Company | Incorporation documents, statutory registers, resolutions, shareholder records |
| Finance and tax | Financial statements, ledgers, invoices, bank statements, tax returns |
| Staff and contractors | Contracts, payroll, leave, performance and disciplinary records |
| Clients | Agreements, operator agreements, onboarding forms, approved answers and settings, invoices, correspondence |
| Client customers (as operator) | Conversations, lead records, bookings and reports held for each client |
| Suppliers | Contracts, invoices, correspondence |
| Marketing | Campaign records, website analytics, consent and opt-out records |
| Technology | System configurations, security logs, access records |
Requests for records we hold as operator for a client are referred to that client, who is the responsible party.
5. How we process personal information
| Data subjects | Information | Purpose |
|---|---|---|
| Website visitors | IP address, device data, pages viewed, campaign tags | Run and improve the website |
| Enquirers and applicants | Name, business, phone, email, trade | Respond to enquiries |
| Clients | Contact, business, billing and banking details | Provide and bill our services |
| Client customers | Name, contact details, suburb, service need, messages, booking and quote status, lead source | Respond to, qualify, route and report on enquiries for clients |
| Staff and contractors | Identity, contact, banking, tax and employment details | Employment and legal compliance |
| Suppliers | Contact and payment details | Manage supplier relationships |
Recipients: staff who need access; service providers (messaging platforms, self-hosted conversation and automation systems, booking and spreadsheet tools, AI model providers and hosting); professional advisers; and authorities where the law requires.
Cross-border transfers: some providers process information outside South Africa, including the United States and European Union, in line with section 72 of POPIA.
Security: access controls and two-factor authentication, encryption in transit, separation of each client's data, provider reviews and a breach response process.
6. How to request access
- Complete Form 2 (Request for Access to Record), available from the Information Regulator or from us.
- Email it to our Information Officer, Zizipho Ndlovu, at zizipho@celerityflows.com.
- Pay the R140 request fee. We send banking details when we acknowledge your request.
- Identify the record, the form of access you want, and the right you want to exercise or protect.
- If you act for someone else, include proof of your authority.
We decide within 30 days, and may extend this by up to 30 more days with reasons.
| Item | Fee |
|---|---|
| Request fee | R140.00 |
| Photocopy or printed A4 page | R2.00 per page |
| Copy on a flash drive you provide | R40.00 |
| Search and preparation, after the first hour | R145.00 per hour, up to R435.00 |
| Deposit if search exceeds 6 hours | One third of the access fee |
We may refuse access on the grounds in sections 63 to 69 of PAIA, such as protecting others' privacy, third-party commercial information, confidentiality, safety, legal privilege and our own commercial information. If we refuse, we give reasons, and you may complain to the Information Regulator within 180 days or apply to court.
7. Availability and updates
This manual is available free on celerityflows.com, or by email from our Information Officer; printed copies cost R2.00 per page. We review it at least once a year and whenever our business or the law changes.
Draft for review. This manual should be checked by a South African attorney before publication.