Platform · Legal
PAIA Manual
Version of 5 August 2026
What changed: The operator is identified as a private company registered in South Africa, Dr Sophie Ramsaroop (Pty) Ltd trading as GlowFlow, with its registration number and registered office shown. The Information Regulator's contact particulars are now published. The Information Officer is named here, in the manual, as PAIA requires; no telephone number is published for her. The prescribed fee schedule is still to be confirmed.
This manual is published in terms of section 51 of the Promotion of Access to Information Act, 2 of 2000 ("PAIA"). It explains what records GlowFlow holds and how to request access to them. Records about a clinic's patients are held by GlowFlow only as operator — those requests must go to the clinic, whose own PAIA manual is linked in the footer of its website.
1. Particulars of the private body
- Trading name
- GlowFlow
- Legal entity
- Dr Sophie Ramsaroop (Pty) Ltd
- Legal form
- Private company registered in South Africa, trading as GlowFlow
- Registration number
- 2021/383189/07
- Physical address
- Unit 37, 12A Park Road, Malvern, Queensburgh, KwaZulu-Natal, 4093
- Website
- https://glowflow.online
2. Information Officer
- Name
- Dr Sophie Ramsaroop
- Role
- Information Officer
Requests and enquiries are handled by email. No telephone number is published for the Information Officer.
3. The PAIA Guide
The Information Regulator (South Africa) has compiled a guide, in terms of section 10 of PAIA, on how to use the Act. It is available in all official languages from the Regulator at https://inforegulator.org.za. Its full contact particulars are set out in section 9 below.
4. Records held by GlowFlow
| Category of record | Available on request? |
|---|---|
| Clinic subscription, invoicing and PayFast transaction records | Yes, to the clinic concerned |
| Clinic owner and staff account records | Yes, to the account holder |
| Support correspondence | Yes, to the correspondent |
| Platform security, access and audit logs | On request, subject to the grounds for refusal in PAIA |
| Clinic client and clinical records held as operator | No — request these from the clinic |
| Company statutory, tax and employment records | Not automatically available; subject to a PAIA request |
5. Records available without a formal request
- Our privacy policy, terms and conditions and cookie policy.
- The full sub-processor list.
- Plan and pricing information, published on the GlowFlow website.
6. How to make a request
- Complete Form 2 (Request for Access to Record of Private Body), prescribed under PAIA and available from the Information Regulator's website.
- Send it to the Information Officer at admin@glowflow.online.
- Provide sufficient detail to identify the record and yourself, the form of access you want, and proof of identity. If you are acting for someone else, attach proof of your authority.
- State the right you are seeking to exercise or protect, and why the record is required to exercise or protect it.
- We respond within 30 days of receiving the request. That period may be extended by a further 30 days where the request is for a large number of records or requires a search of records held elsewhere; we will tell you in writing if that happens.
7. Fees
PAIA allows a private body to charge a request fee and an access fee at the rates prescribed by regulation. A request for your own personal information does not attract a request fee.
We have not reproduced the prescribed amounts here, because the schedule is amended from time to time and a stale figure on this page would mislead you about what a request costs. Before any chargeable work begins we give you a written estimate based on the schedule in force on the day, and nothing chargeable starts until you approve it.
- Prescribed fee schedule
- To be confirmed: prescribed fee schedule
8. Grounds for refusal
A request may be refused on the grounds set out in Chapter 4 of Part 3 of PAIA, including the mandatory protection of another person's privacy, of commercially sensitive information of a third party, of legally privileged records, and of records whose disclosure would prejudice the security of the platform. We give reasons in writing and explain your remedies.
9. Remedies
If your request is refused, or you are unhappy with how it was handled, you may lodge a complaint with the Information Regulator (South Africa), or apply to a court with jurisdiction as contemplated in section 78 of PAIA. The Regulator's contact particulars are below.
- Regulator
- Information Regulator (South Africa)
- Physical address
- Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
- Telephone
- 010 023 5200
- Toll free
- 0800 017 160
- PAIA complaints
- PAIAComplaints@inforegulator.org.za
- General enquiries
- enquiries@inforegulator.org.za
- Website
- https://inforegulator.org.za