PAIA manual and records access

1. Body and scope

SWL AUGUSTYN (PTY) LTD, trading as Eastway Medical Health and Wellness. Compiled and revised 24 September 2026. This manual describes access to records held by Eastway’s booking and administration operation, in terms of section 51 of PAIA. It does not replace the manuals of independent clinical practices.

PAIA means the Promotion of Access to Information Act 2 of 2000. POPIA means the Protection of Personal Information Act 4 of 2013.

2. Information Officer and assistance

Information Officer: Melinda Augustyn
reception@eastwaymedical.co.za · 083 250 4343

Physical address and delivery of correspondence: Shop 30a, Shopping on Eastway, corner of Midstream Ridge Drive and Eastway Drive, Midstream, Gauteng, South Africa. Email is the preferred first contact for records requests; please arrange delivery with the Information Officer.

3. Public information

Practice profiles, published service information, contact details, directions, booking terms, the Privacy Notice and this manual are available on this website without a formal records request. A listing here does not make private patient, staff or business records publicly accessible.

4. Record categories

• Booking administration: appointment requests, appointment changes, contact details, representative authority and acknowledgements.
• Accounts and access: patient/staff account details, verification, permissions and security/audit records.
• Correspondence: administrative enquiries, support, privacy requests and booking communications.
• Operational records: service configuration, practitioner availability, supplier and administrative records, where held.
• Corporate, employment, tax and accounting records, where held by the company.

Clinical records are held by the responsible practice; Eastway can help route a request. Record existence and disclosure are assessed for the particular request. PAIA, POPIA and applicable company, tax, employment and health-record laws may govern access and retention.

5. How to request a record

1. Contact Melinda Augustyn using the details above. Identify the body or practice, the record, the right you seek to exercise or protect and why the record is needed.
2. Use the Information Regulator’s PAIA Form 2 and guidance. Supply a safe reply channel and, if acting for someone else, the authority to do so. Ask for help if you cannot complete the form.
3. Send the completed request to the Information Officer. Identity and authority will be verified through an appropriate process before private records are released; do not upload identity documents to the public booking form.
4. You will receive a decision or applicable extension notice, and information about lawful fees where relevant. Access can be limited or refused on grounds provided by law, with reasons and the available remedies.

Access decisions are generally due within 30 days, subject to lawful extensions. A request for your own personal information can also be directed to the Information Officer under POPIA. Contact the relevant practice for clinical records.

6. Guide, forms and complaints

The Information Regulator’s PAIA page provides the guide, language versions, request forms and complaint process. For a private body, a refusal or failure to respond may be taken to the Regulator using its complaint process or to a court as permitted by law. Ask the Regulator about applicable deadlines.

Information Regulator: enquiries@inforegulator.org.za · 010 023 5200.

7. Personal information, sharing and safeguards

Patients, representatives, practitioners, authorised staff and enquirers may have personal information processed for bookings, communication, care administration, security, lawful business and records obligations. The categories, purposes, recipients, international-processing information and safeguards are described in the Privacy Notice.

Contact the Information Officer for the provider/country and transfer-safeguard details that apply to a service, and the retention period applicable to a record. Access to records is limited to authorised recipients. Retention or disclosure obligations can prevent immediate deletion.

8. Availability and updates

This manual is available on this page and can be printed or saved using your browser. A copy or assistance can be requested from the Information Officer at the physical address above. The Information Officer maintains the manual as operations and record-handling arrangements change. Each independent practice supplies its own manual and Information Officer details on request.