PAIA Manual
Effective: 1 April 2026
Manual prepared in terms of Section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA") for Drs Chellan & Lakay Inc, trading as NeoHealth.
1. Introduction to PAIA
The Promotion of Access to Information Act 2 of 2000 ("PAIA") gives effect to Section 32 of the Constitution of the Republic of South Africa, which provides that everyone has the right of access to any information held by the state and any information held by another person that is required for the exercise or protection of any right.
PAIA sets out the procedural requirements for requesting access to records of both public and private bodies. This manual is the prescribed Section 51 manual for NeoHealth (a private body) and describes the records we hold, how to request access, and the fees applicable.
2. Responsible Party and Information Officer
| Private Body | Drs Chellan & Lakay Inc (t/a NeoHealth) |
| BHF Practice No. | 1221566 |
| Information Officer | Dr. Ethan Chellan |
| Physical Address | Suite 12, Prince Vintcent Square, Gloucester Avenue, George, 6530 |
| Telephone | 044 868 0707 |
| [email protected] |
3. Categories of Records
The following categories of records are held by NeoHealth:
3.1 Patient Records
- Registration forms and demographic details
- Clinical notes, diagnoses, treatment plans, and prescriptions
- Pathology, radiology, and other diagnostic results
- Referral correspondence
- Consent forms
- Medical aid claims and billing records
3.2 Financial Records
- Accounting records, invoices, and receipts
- Banking records and payment confirmations
- Tax records and SARS submissions
- Insurance documents
3.3 Human Resources Records
- Employment contracts and personnel files
- Payroll, UIF, and tax (IRP5) records
- Leave records and disciplinary records
3.4 Operational Records
- Supplier and service agreements
- IT systems and software licences
- Lease and property agreements
- General correspondence
- Regulatory filings (HPCSA, BHF, CIPC)
4. Request Procedure
To request access to records, a requester must complete the prescribed Form A (Request for Access to Record of Private Body) as set out below or as prescribed by regulation. Requests may be submitted by email, by hand, or by post to the Information Officer at the contact details above.
The requester must:
- Provide sufficient detail to enable the Information Officer to identify the record(s) requested.
- Indicate the form of access preferred (inspection, copy, or both).
- Pay the prescribed request fee (see Section 7 below).
- If acting on behalf of another person, provide proof of capacity (e.g. power of attorney, court order, or proof of guardianship).
5. Form A — Request for Access to Record
Complete the form below to submit a PAIA request to NeoHealth electronically. Alternatively, you may download and complete a paper copy of the prescribed form and deliver it to our offices.
6. Form C — Outcome of Request and Fees Payable (Reference)
Form C is completed by the Information Officer (not the requester) to communicate the outcome of a PAIA request. It contains the following sections for reference:
Form C Structure (completed by NeoHealth):
- Requester details — Name, ID, contact information of the person who submitted Form A.
- Decision — Whether the request is granted, partially granted, or refused, with reasons.
- Access fees payable — Itemised breakdown of fees for search time, reproduction, and postage.
- Form of access — The manner in which access will be given (inspection, copy, electronic copy).
- Third-party notification — Whether a third party was notified under Section 54 of PAIA.
- Grounds for refusal — If access is refused, the specific provision of PAIA relied upon.
- Remedies available — Information about the requester's right to lodge a complaint with the Information Regulator or apply to a court.
7. Prescribed Fees
The following fees are prescribed by regulation and may be charged for processing a PAIA request:
7.1 Request Fee
A non-refundable request fee of R50.00 is payable by every requester (other than a personal requester seeking access to their own personal information, who is exempt from the request fee).
7.2 Access Fees
If the request is granted, the following access fees may apply:
| Item | Fee |
|---|---|
| Search and preparation of the record | R35.00 per hour or part thereof |
| Photocopy / printed copy (A4) | R1.10 per page |
| Printed copy (A3 or larger) | R2.20 per page |
| Electronic copy (CD / USB / email) | R40.00 |
| Transcription of visual images (per A4 page) | R22.00 |
| Postal fee | Actual cost of postage |
7.3 Deposit
Where the search for a record requires more than six hours, a deposit of one third of the estimated total access fee is payable before the search commences. The Information Officer will notify the requester of the estimated amount.
8. Timelines
The Information Officer must respond to a request within 30 days of receiving the completed Form A and the prescribed request fee. This period may be extended by a further 30 days if:
- The request is for a large number of records or requires a search through a large number of records, and compliance within the original 30-day period would unreasonably interfere with the activities of the practice.
- The request requires a search for records in, or collection from, another office or location that would make compliance within 30 days not reasonably possible.
- Consultation with a third party or other body is necessary and cannot reasonably be completed within 30 days.
The Information Officer will notify the requester in writing of any extension before the original 30-day period expires.
9. Grounds for Refusal
Access to a record may be refused on any of the following grounds, as provided in PAIA:
- Protection of the privacy of a third party (Section 63) — if disclosure would involve the unreasonable disclosure of the personal information of a person other than the requester.
- Protection of commercial information of a third party (Section 64) — if the record contains trade secrets, financial, commercial, or technical information that would harm the commercial or financial interests of a third party.
- Confidential information of a third party (Section 65) — if the information was supplied in confidence and disclosure could put the third party at a disadvantage.
- Safety of individuals or property (Section 66) — if disclosure could endanger the life or physical safety of any individual.
- Legal privilege (Section 67) — if the record is privileged from production in legal proceedings.
- Research information (Section 69) — if disclosure would expose research or results that have not been published and would seriously disadvantage the researcher.
- Operations of the private body (Section 68) — if disclosure would prejudice the conduct of pending or contemplated legal proceedings, or negotiations, or would constitute a breach of a duty of confidentiality.
Where a request is refused, the Information Officer will provide written reasons and inform the requester of their right to appeal.
10. Appeal and Complaints Process
If your request for access is refused, or you are not satisfied with the decision or the fees charged, you may:
- Lodge a complaint with the Information Regulator
The Information Regulator (South Africa)
JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
P.O. Box 31533, Braamfontein, 2017
Email: [email protected]
Tel: 010 023 5207 - Apply to a court — you may apply to the relevant High Court or Magistrate's Court for appropriate relief, including an order compelling the practice to grant access.
11. Availability of This Manual
This manual is available:
- Online at myneohealth.co.za/paia-manual
- For inspection at our offices during normal business hours, free of charge
- On request from the Information Officer (a reproduction fee may apply)
- It has been submitted to the Information Regulator as required by Section 51(2) of PAIA