Prepared in accordance with Section 51 of the Promotion of Access to Information Act, 2000 (Act No. 2 of 2000)
DOCUMENT CONTROL
| Document | PAIA Manual |
| Company | Live The Journey Holdings (Pty) Ltd |
| Last Updated | July 2026 |
| Approved By | Information Officer |
About Live The Journey
Live The Journey Holdings (Pty) Ltd is a South African travel company specialising in guided hiking adventures, overland expeditions, destination management and curated travel experiences throughout Southern Africa and selected international destinations.
The Company provides travel planning, reservation and tour management services in partnership with carefully selected accommodation providers, transport operators, local guides and other trusted travel partners.
TABLE OF CONTENTS
- Introduction
- Purpose of this Manual
- Company Information
- Information Officer
- Guide on PAIA
- Records Automatically Available
- Categories of Records Held
- Processing of Personal Information
- Request Procedure
- Grounds for Refusal
- Prescribed Fees
- Remedies
- Availability of this Manual
- Review of this Manual
1. INTRODUCTION
The Promotion of Access to Information Act, 2000 (“PAIA”) gives effect to the constitutional right of access to information while balancing that right with the protection of confidential and personal information.
This Manual has been prepared in accordance with Section 51 of PAIA and explains the categories of records held by Live The Journey Holdings (Pty) Ltd, how requests for access to records may be made and how such requests will be processed.
This Manual should be read together with the Company’s Privacy Policy, which explains how personal information is collected, processed, stored and protected in accordance with the Protection of Personal Information Act, 2013 (“POPIA”).
2. PURPOSE OF THIS MANUAL
The objectives of this Manual are to:
- promote transparency and accountability;
- explain how access to records may be requested;
- identify the categories of records held by the Company;
- provide contact details of the Information Officer;
- assist requesters in exercising their rights under PAIA; and
- support compliance with PAIA and POPIA.
3. COMPANY INFORMATION
Company Name
Live The Journey Holdings (Pty) Ltd
Registration Number
2019/271061/07
Physical Address
Oudebrug Farm
R44, Oude Pont Street
Wellington Industrial Park
Wellington
Western Cape
7654
Postal Address
Same as Physical Address
Telephone
+27 (0)21 863 6400
General Email
Website
4. INFORMATION OFFICER
Information Officer
Stephanus Jurgens Schoeman
Chief Executive Officer
Email: jurgens@livethejourney.co.za
Deputy Information Officer
Fanie Schoeman
Financial Manager
Email: fanie@livethejourney.co.za
5. GUIDE ON PAIA
In terms of Section 10 of PAIA, the Information Regulator has published a guide explaining how to exercise rights under the Act. The guide may be obtained from the Information Regulator using the contact details below or from its official website.
Information Regulator
JD House
27 Stiemens Street
Braamfontein
Johannesburg
2001
Website:
General Enquiries: enquiries@inforegulator.org.za
Complaints: PAIAComplaints@inforegulator.org.za
6. RECORDS AUTOMATICALLY AVAILABLE
The following records may be made available without the need to submit a formal PAIA request, subject to availability:
- Company profile
- Marketing brochures
- Published tour information
- Website content
- Privacy Policy
- PAIA Manual
- Publicly available company information
Access to these records may be subject to reasonable administrative procedures, applicable legislation and any lawful requirements imposed by the Company.
7. CATEGORIES OF RECORDS HELD
Live The Journey maintains records relating to its business operations, including but not limited to the following categories:
| Category | Examples |
| Corporate Records | Company registration documents, governance records, statutory records |
| Financial Records | Accounting records, invoices, bank records, tax records, VAT records |
| Human Resources | Employment contracts, payroll records, leave records, training records |
| Customer Records | Booking information, quotations, travel documentation, correspondence |
| Tour Operations | Itineraries, supplier agreements, accommodation bookings, transport arrangements |
| Supplier Records | Contracts, quotations, invoices and service agreements |
| Marketing Records | Newsletters, promotional campaigns, website enquiries and social media content |
| Information Technology | System access records, backups, software licences and security records |
The inclusion of a category of records in this Manual does not automatically entitle a requester to access such records.
Access will be considered in accordance with PAIA.
Records Relating to Third Parties
The Company may hold records relating to third parties, including suppliers, contractors, service providers, professional advisers and business partners.
Access to such records will be considered in accordance with PAIA and any applicable contractual, legal or confidentiality obligations.
Where appropriate, the Company may be required by PAIA to consult with the relevant third party before granting access to such records.
8. PROCESSING OF PERSONAL INFORMATION
Live The Journey Holdings (Pty) Ltd processes personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA), and only for lawful, specific and legitimate business purposes.
Personal information is processed for purposes including:
- responding to enquiries;
- arranging travel;
- confirming bookings;
- communicating with travellers;
- processing payments;
- complying with legal obligations;
- managing customer relationships;
- ensuring traveller safety; and
- providing customer support.
Further information regarding the processing of personal information is contained in the Company’s Privacy Policy.
9. REQUEST PROCEDURE
Requests for access to records must be submitted to the Information Officer using the prescribed PAIA Request Form.
The prescribed PAIA Request Form (Form 2) may be obtained from the Information Regulator’s website or requested from the Company’s Information Officer.
The request should include:
- sufficient details to identify the requested record;
- the requester’s contact details;
- the preferred form of access;
- proof of identity where required; and
- proof of authority where acting on behalf of another person.
The Company will assess each request in accordance with PAIA and will notify the requester of its decision within the time periods prescribed by the Act.
Existing Records Only
PAIA provides access only to records that already exist at the time a request is received.
The Company is not required to create new records, compile information in a format that does not already exist, provide explanations or answer questions where no corresponding record is held.
10. GROUNDS FOR REFUSAL
Access to records may be refused where permitted or required by PAIA.
Grounds for refusal include:
- protection of another person’s privacy;
- confidential commercial information;
- legally privileged information;
- confidential information supplied by third parties;
- information protected by legislation;
- information that may endanger safety or security; or
- any other ground recognised under PAIA.
Where reasonably possible, access will be granted to those portions of a record that are not protected from disclosure.
11. PRESCRIBED FEES
Fees payable in respect of PAIA requests shall be determined in accordance with the regulations issued under PAIA.
Where applicable, the requester will be informed of:
- any request fee;
- access fees;
- reproduction costs; and
- delivery charges.
Processing may only continue once any prescribed fees have been paid.
12. REMEDIES
As a private body, Live The Journey does not have an internal appeal procedure under PAIA.
If a requester is dissatisfied with the outcome of a request, they may:
- engage with the Information Officer to resolve the matter; or
- exercise any rights available under PAIA or POPIA, including lodging a complaint with the Information Regulator or approaching a court of competent jurisdiction where applicable.
13. AVAILABILITY OF THIS MANUAL
This Manual is available:
- on the Company’s website;
- from the Information Officer upon request; and
- at the Company’s principal place of business during normal business hours.
14. REVIEW OF THIS MANUAL
This Manual will be reviewed periodically to ensure that it remains accurate and complies with applicable legislation.
The Company reserves the right to amend this Manual from time to time to reflect changes in legislation, business operations or regulatory requirements.
The latest approved version of this Manual will be published on the Company’s website.
APPROVAL
Approved by:
Stephanus Jurgens Schoeman
Chief Executive Officer
Information Officer
Live The Journey Holdings (Pty) Ltd