PAIA Manual

This PAIA Manual is published in terms of Section 51 of the Promotion of Access to Information Act 2 of 2000 ("PAIA"), as amended. The purpose of PAIA is to give effect to the constitutional right of access to any information held by another person and that is required for the exercise or protection of any rights. It also fosters a culture of transparency and accountability in public and private bodies by giving effect to the right of access to information. This manual serves as a guide for members of the public who wish to exercise their right of access to information held by UrgentGo Courier (Pty) Ltd. It describes the categories of records held by the company, the procedure for making an information request, and the associated fees. This manual is available at our offices and on our website at no cost.

Registered Name: UrgentGo Courier (Pty) Ltd Registration Number: 2024/844754/07 Physical Address: Flora Centre, Conrad Drive & Ontdekkers Road Florida, Johannesburg Gauteng, 1709 Postal Address: P.O. Box 12345 Johannesburg 2000 Telephone: +27 (0)10 023 4832 Email: info@urgentgocourier.co.za Website: www.urgentgocourier.co.za VAT Number: [To be confirmed] Industry: Courier and Logistics Services The company is a private body as defined in Section 1 of PAIA, and the provisions of PAIA apply to all records held by the company.

In terms of Section 1 of POPIA and aligned with PAIA requirements, the following individuals have been appointed: Information Officer: Name: The CEO or duly appointed officer Email: info@urgentgocourier.co.za Telephone: +27 (0)10 023 4832 Physical Address: Flora Centre, Roodepoort Deputy Information Officer(s): Appointed as needed to assist the Information Officer in performing their duties under PAIA. Functions of the Information Officer: • Receive and process requests for access to information • Make decisions on the granting or refusal of requests • Handle internal appeals against refusal decisions • Ensure the company complies with PAIA requirements • Maintain and update this PAIA Manual • Report to the Information Regulator as required • Provide guidance on PAIA compliance to the company The Information Officer is the primary contact for all PAIA-related matters.

The Information Regulator of South Africa has published a guide on how to use PAIA, in terms of Section 10 of the Act. This guide is available free of charge and provides practical guidance on: • The objects of PAIA • How to make an information request • The procedure for processing requests • Grounds for refusal of access • The internal and external appeal process • Fees and cost structures How to Obtain the Guide: Website: www.justice.gov.za/inforeg Email: inforeg@justice.gov.za Telephone: +27 (0)12 406 4818 Physical Address: SALU Building, 316 Thabo Sehume Street, Pretoria, 0002 The guide is also available in all official languages of South Africa upon request.

The following categories of records are available to the public without the need to submit a formal PAIA request: Company Information: • Company registration documents (CIPC) • Public company profiles and business listings • Press releases and media statements Service Information: • Service brochures and pricing guides • Terms and Conditions of Service • Privacy Policy and POPIA compliance documentation • Service area coverage maps • Frequently Asked Questions (FAQ) Employment and Opportunities: • Current job vacancies and career information • Franchise and agent application information • Partner and supplier registration information Marketing and Communications: • Blog posts and industry articles • Social media content and public communications • Newsletters and promotional materials • Case studies and customer testimonials (with consent) How to Access: These records are available on our website at www.urgentgocourier.co.za or may be obtained by contacting our offices directly. No fees apply for accessing these records.

The following categories of records may be requested through the formal PAIA process, subject to the grounds for refusal set out in Chapter 4 of the Act: Corporate and Governance Records: • Memorandum of Incorporation and shareholder agreements • Board resolutions and minutes of meetings • Company policies and internal procedures • Financial records and audit reports • Risk management and compliance documentation • Insurance policies and coverage details Operational Records: • Detailed service agreements with customers • Subcontractor and partner agreements • Fleet and logistics management records • Quality assurance and service delivery reports • Safety and incident reports Personnel and Employment Records: • Employment contracts and related documentation • Disciplinary records and grievance procedures • Training and development records • Performance evaluations and related documents Customer and Supplier Records: • Customer account information and transaction histories • Supplier and vendor contracts • Pricing negotiations and commercial agreements • Customer complaints and resolution records Technical and IT Records: • System architecture and security documentation • Data processing agreements • Backup and disaster recovery procedures • CCTV footage and access logs Third-Party Information: • Information supplied by third parties under confidentiality agreements • Information subject to contractual confidentiality obligations • Information protected by intellectual property rights

To request access to information held by UrgentGo Courier (Pty) Ltd, please follow this procedure: Step 1: Complete the Request Form Use the prescribed form (Form 2 of the PAIA Regulations) or submit a written request containing: • Full name and contact details of the requester • Clear description of the information requested • The format in which the information is preferred (e.g., printed copy, electronic) • The right being exercised or protected (if applicable) • Whether the request is for personal or public interest purposes Step 2: Submit the Request Email: info@urgentgocourier.co.za Physical Address: Flora Centre, Roodepoort Postal Address: P.O. Box 12345, Johannesburg, 2000 Step 3: Acknowledgment We will acknowledge receipt of your request within 10 working days and provide a reference number. Step 4: Processing • We will process the request within 30 days of receipt • If the request is complex or voluminous, we may extend this period by an additional 30 days • You will be notified of any extension and the reasons for it Step 5: Decision You will receive a written decision: • Granting access and providing the information • Refusing access with reasons and grounds for refusal • Requiring payment of the access fee before release Step 6: Access If access is granted, the information will be provided in the requested format, subject to payment of applicable fees.

The following fees apply to information requests under PAIA: Request Fee: • Standard request fee: R50.00 (non-refundable, payable upon submission) • This fee covers the administrative cost of processing the request Access Fees: The following fees may apply depending on the nature and volume of the request: For Search and Preparation: • Hourly rate for search and preparation: R120.00 per hour or part thereof • This covers the time spent locating, retrieving, and preparing the requested information For Copies and Reproduction: • Photocopying (A4, black and white): R1.50 per page • Photocopying (A4, colour): R3.00 per page • Electronic copy (CD/DVD/USB): R25.00 per copy • Electronic copy (email): No additional fee For Transcription and Translation: • Audio transcription: R200.00 per hour of recording • Translation (per word): R1.50 per word • Certified translation: Additional R150.00 per document Postage and Delivery: • Registered mail: Actual cost • Courier delivery: Actual cost • Collection from our offices: No charge Fee Waivers: Fees may be waived or reduced if: • The request is for personal information about the requester • Payment would cause financial hardship • The information is in the public interest and its disclosure would benefit the public • The requester is a non-profit organization promoting public interest causes

Access to information may be refused on the following grounds as set out in Chapter 4 of PAIA: Mandatory Grounds for Refusal: • Privacy of a third party (Section 34) • Commercial information of a third party (Section 36) • Confidential information of a third party (Section 37) • Safety of individuals and protection of property (Section 38) • Legal privilege (Section 42) • Defence, security, and international relations (Section 41) • Research information (Section 43) • Economic interests and financial welfare (Section 44) • Operation of criminal law enforcement (Section 46) Discretionary Grounds for Refusal: • Frivolous or vexatious requests • Information that is readily available elsewhere • Requests that would substantially and unreasonably divert resources • Information that is already in the public domain Mandatory Disclosure: Despite the above grounds, access must be granted where: • The record reveals evidence of a violation of human rights or imminent and serious public safety risks • The disclosure would reveal information about a serious impropriety or criminal conduct • The requester's personal information is requested (subject to Section 34) Internal Appeal: If your request is refused, you have the right to lodge an internal appeal within 30 days of the decision.

If you are dissatisfied with a decision on your information request, you may lodge an internal appeal: Grounds for Appeal: • The decision was wrong in law • The decision was wrong on the facts • New facts have become available • The fee charged is unreasonable • The form of access granted is inappropriate How to Lodge an Appeal: 1. Submit a written appeal within 30 days of the decision 2. Address the appeal to the Information Officer 3. Include: • Your original request reference number • The grounds for your appeal • Any supporting documentation Appeal Submission: Email: info@urgentgocourier.co.za Physical Address: Flora Centre, Roodepoort Appeal Process: • The Information Officer will review the appeal • A decision will be made within 30 days of receiving the appeal • You will receive a written decision with reasons • The appeal decision is final, subject to external appeal External Appeal: If you are dissatisfied with the outcome of the internal appeal, you may appeal to the Information Regulator within 30 days.

If you are dissatisfied with the outcome of the internal appeal process, or if the company fails to respond within the prescribed timeframes, you may appeal to the Information Regulator: Information Regulator of South Africa: Physical Address: SALU Building 316 Thabo Sehume Street (formerly Andries Street) Pretoria, 0002 Johannesburg Office: JD House 27 Stiemens Street Braamfontein, Johannesburg, 2001 Cape Town Office: 6th Floor, Black River Park 2 Fir Street Observatory, Cape Town, 7925 Contact Details: Website: www.justice.gov.za/inforeg Email: inforeg@justice.gov.za Phone: +27 (0)10 023 5207 Fax: +27 (0)86 500 3351 Appeal Timeframes: • Appeals must be lodged within 30 days of the internal appeal decision • If no internal appeal was lodged, within 60 days of the original decision • The Regulator may condone late appeals on good cause shown Appeal Process: • The Regulator will investigate the complaint • The Regulator may make recommendations or binding decisions • The Regulator may refer matters to court for enforcement • The Regulator's decisions are binding on the company

This PAIA Manual will be updated as and when required by changes in legislation, business operations, or company structure. Update Schedule: • This manual will be reviewed at least annually • Updates will be made whenever there are significant changes to the categories of records held • New legislation or regulatory requirements may necessitate immediate updates Availability: • This manual is published on our website at www.urgentgocourier.co.za/paia-manual • A physical copy is available at our offices during business hours • The manual may be requested by email at no cost • Previous versions are available upon request Update Log: Version 1.0 — January 2024 • Initial publication of PAIA Manual • Covers all mandatory requirements under Section 51 of PAIA Notification of Updates: Changes to this manual will be noted in the update log above. Significant changes will be communicated via our website and, where appropriate, to stakeholders who have previously submitted information requests.