Legal
PAIA Manual
Access to information manual under the Promotion of Access to Information Act 2 of 2000. Last updated September 2026.
1. Introduction
- This manual is published in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA) and gives effect to the constitutional right of access to information. It explains how to request records held by RouteMate SA (Pty) Ltd.
- This manual also describes processing of personal information under the Protection of Personal Information Act 4 of 2013 (POPIA).
2. Company details and Information Officer
- RouteMate SA (Pty) Ltd, a private company incorporated in South Africa, operating the RouteMate SA lift-club platform at routematesa.co.za.
- Information Officer: The Information Officer of RouteMate SA (Pty) Ltd, reachable at the contact details below.
- Email: enquiries@routematesa.co.za. Telephone: 010 502 5349. WhatsApp: +27 64 761 1848.
3. Guide of the Information Regulator
- The Information Regulator (South Africa) has published a guide on how to exercise rights under PAIA and POPIA, available at inforegulator.org.za.
- Contact the Information Regulator at: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001; enquiries@inforegulator.org.za.
4. Records available without a PAIA request
- The following are freely available on our website: Terms & Conditions, Rider Terms & Conditions, Driver Agreement, Privacy & POPIA Policy, Data Consent, Direct Marketing & Communications Policy, Refund & Cancellation Policy, and this PAIA Manual.
5. Categories of records we hold
- Member records: account details, contact information, trip addresses, booking and payment metadata.
- Driver records: identity verification results, licence and vehicle documents, and banking details used for payouts (held separately and access-restricted).
- Financial records: invoices, commission, subscription and payout records retained for accounting and tax purposes.
- Operational records: support tickets, complaints, ratings and platform logs.
6. How to request access
- Submit a written request to the Information Officer at the email address above, using the prescribed PAIA request form (Form 2) where applicable.
- Your request must describe the record you seek, the form of access you require, and sufficient particulars to identify you. Proof of identity may be required.
- A request fee and access fees may apply as prescribed by the PAIA regulations; we will notify you of any fees before processing.
7. Grounds for refusal
- Access may be refused where PAIA permits or requires it, including to protect the privacy of another person, commercially confidential information, or information subject to legal privilege, or where disclosure would compromise the safety of individuals.
8. Processing of personal information (POPIA)
- Purpose: to operate the lift-club platform, match riders and drivers, process payments and payouts, verify identities and documents, ensure safety, and meet legal obligations.
- Data subjects: riders, drivers, and prospective members. Categories of information and recipients are described in our Privacy & POPIA Policy.
- Security: we apply access controls, encryption in transit, and role-restricted storage. Cross-border processing is limited to service providers with adequate safeguards.
9. Availability and updates
- This manual is available on our website and at our offices on request. It is reviewed and updated as our operations or the law change.
Direct PAIA requests to our Information Officer at enquiries@routematesa.co.za or 010 502 5349. Also see our Privacy & POPIA Policy.