1. Acronyms and abbreviations
- "ProReno", "we" and "us": ProReno (Pty) Ltd, registration number 2008/010088/07
- "Information Officer": the person who deals with access requests on behalf of ProReno
- "PAIA": the Promotion of Access to Information Act 2 of 2000, as amended
- "POPIA": the Protection of Personal Information Act 4 of 2013
- "Regulator": the Information Regulator of South Africa
2. Purpose of this manual
This manual tells you:
- which categories of records ProReno holds, and which are available without a formal request
- how to request access to a record, and what information a request must contain
- how to reach our Information Officer
- where to find the Regulator's Guide on how to use PAIA
- which records we keep in terms of other laws
- why we process personal information, about whom, who receives it, whether it leaves South Africa, and how we protect it
- what fees apply
3. Contact details for access to information
Send requests for access to records to our Information Officer:
Head office:
4. Guide on how to use PAIA
The Regulator publishes a Guide on how to use the Promotion of Access to Information Act in all official languages and in braille. It explains how to exercise your rights under PAIA and POPIA. You can get it:
- from the Regulator's website: https://inforegulator.org.za/paia-guidelines/
- at our head office, where copies in English and Afrikaans are available for inspection during office hours. Our Information Officer will give you a copy free of charge on written request.
5. Records available without a request
The following records are available on our website without a formal request: information about our products and services, our project gallery, our blog articles, our warranty and worktop care information, our Privacy Policy and this manual.
6. Records kept in terms of other legislation
We keep records as required by the following laws, where they apply to us. Access to these records is subject to the terms of those laws and of PAIA:
- Basic Conditions of Employment Act 75 of 1997
- Companies Act 71 of 2008
- Compensation for Occupational Injuries and Diseases Act 130 of 1993
- Consumer Protection Act 68 of 2008
- Electronic Communications and Transactions Act 25 of 2002
- Employment Equity Act 55 of 1998
- Income Tax Act 58 of 1962
- Labour Relations Act 66 of 1995
- Occupational Health and Safety Act 85 of 1993
- Promotion of Access to Information Act 2 of 2000
- Protection of Personal Information Act 4 of 2013
- Skills Development Levies Act 9 of 1999
- Tax Administration Act 28 of 2011
- Unemployment Insurance Act 63 of 2001 and Unemployment Insurance Contributions Act 4 of 2002
- Value-Added Tax Act 89 of 1991
7. Subjects and categories of records we hold
- Company records: registration documents, memorandum of incorporation, share register, minutes and resolutions.
- Financial records: annual financial statements, accounting records, tax and VAT records, bank records, invoices and payment records.
- Human resources: employment contracts, personnel and payroll records, leave, training and disciplinary records, and HR policies.
- Clients: enquiries and quotes, measurements, designs, floor plans and photos, orders, invoices, correspondence and warranty records.
- Suppliers and service providers: agreements, orders, invoices and correspondence.
- Production and installation: factory and installation schedules, and health and safety records.
- Marketing and website: website content, marketing consent and opt-out records, and website analytics reports.
- Information technology: IT policies, system and access records, and backups.
8. Processing of personal information
8.1 Purpose
We process personal information to answer enquiries and prepare quotes; to design, manufacture, deliver and install orders; to invoice, receive payment and keep financial records; to handle warranty claims and complaints; to employ and pay our staff; to manage suppliers and service providers; to meet our legal duties; and to market our own products and services to customers and to people who asked to receive it. Our Privacy Policy on this website explains this in more detail.
8.2 Categories of data subjects and their information
- Clients and people who ask for a quote: names, contact details, property address and details, measurements, designs and photos of the rooms we work on, product choices, order, invoice and payment details, and correspondence.
- Employees and job applicants: names, identity numbers, contact details, qualifications and CVs, employment records, bank details, tax numbers, and health information where the law requires it.
- Suppliers, service providers and contractors: company details, contact persons, bank details, tax and VAT numbers, and agreements.
- Website visitors: technical information such as device, browser and the pages visited.
8.3 Recipients of personal information
- our installation teams and delivery partners
- related companies and specialist suppliers that make parts of an order, such as stone and quartz worktops
- property developers, where a client bought a home through a development we supply
- service providers who run our systems, such as monday.com, Microsoft 365, Google, Sage, our design software provider and our website host
- our banks, auditors, accountants and legal advisers
- government bodies such as SARS, the Department of Employment and Labour and the Compensation Fund, when the law requires it
8.4 Planned transborder flows
Some of our service providers, such as monday.com, Microsoft and Google, store information on servers outside South Africa, including in the United States and Europe. We only use providers that are bound by laws, binding corporate rules or agreements that give the information protection substantially similar to POPIA.
8.5 Security measures
- Electronic records are protected by firewalls, up-to-date security software and passwords, with access limited to staff who need it.
- Paper records are kept in lockable storage with controlled access.
- Our staff are trained on POPIA and bound by confidentiality.
- Our website uses secure (HTTPS) connections, and we keep regular backups.
9. How to request access to a record
- Complete Form 2 (Request for access to record), available from the Regulator's website or from our Information Officer, and send it to info@proreno.co.za or deliver it to our head office.
- Attach proof of your identity. If you request on behalf of someone else, attach proof of your authority.
- Give enough detail for us to identify the record, say how you would like access (for example a copy or an inspection), and state which right you want to exercise or protect and why the record is needed for it.
- We will decide within 30 days of receiving your request. We may extend this once by up to 30 days, and we will tell you before the first 30 days end.
- We may refuse access only on the grounds set out in PAIA, for example to protect another person's privacy, commercial information or confidential information, or legally privileged records. If we refuse, we will tell you why.
10. Fees
These are the fees prescribed for private bodies in the PAIA Regulations (2021), as at 7 November 2026. They are set by law, not by ProReno. We may withhold a record until the fees are paid.
- Request fee: R140.00
- Photocopy or printed copy: R2.00 per A4 page or part of a page
- Copy on a flash drive you provide: R40.00
- Copy on a compact disc we provide: R60.00
- Transcription of an audio record: R24.00 per A4 page
- Search for and preparation of a record: R145.00 per hour or part of an hour, excluding the first hour, to a maximum of R435.00
- Deposit: if search and preparation will take more than six hours, we may ask for a deposit of up to one third of the access fee. It is refunded if access is refused.
- Postage, email or other electronic transfer: the actual cost
11. If you are not satisfied
Private bodies have no internal appeal. Within 180 days of our decision you may:
12. Availability and updating of this manual
This manual is available on our website and at our head office during office hours. You may ask for a printed copy at R2.00 per A4 page. We also give a copy to the Regulator on request. We review this manual regularly, at least once a year, and update it when our records or processes change.
Issued by the Information Officer, ProReno (Pty) Ltd.