Regulatory · PAIA

PAIA requests managed through a structured process, not an inbox.

XGRC® gives organisations a structured way to manage PAIA obligations — the published information manual, records classification, and formal access requests — from intake through decision and response, on one auditable platform.

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The problem

Unstructured request handling creates compliance and reputational risk.

When formal information requests are tracked by email with no central log, organisations cannot show a requester — or the Information Regulator — that requests were handled consistently and on time.

PAIA manual outdated or not aligned to the records actually held

Formal access requests received and tracked through email

No consistent process for assessing statutory grounds for refusal

No audit trail linking a request to its decision and response

The XGRC® approach

A structured, repeatable request-handling process.

01

Compile and publish a current PAIA manual

02

Classify records held by category and sensitivity

03

Log every formal request received, with requester and record details

04

Assess each request against statutory grounds for access or refusal

05

Track decisions, fees, and responses to a defined process

06

Report request volumes, timelines, and outcomes to management

How it works

Built for information officers, visible to compliance teams.

  • Central log of every formal access request received
  • Structured records classification aligned to the PAIA manual
  • Configurable request assessment and decision workflow
  • Appeal and escalation tracking
  • Real-time dashboards and reporting on request handling

One connected view of information requests

XGRC Compliance Hub gives information officers a single place to log, assess, and respond to formal access requests, with a complete audit trail from receipt to closure — replacing the email trail that makes PAIA compliance difficult to demonstrate.

From manual to XGRC®

The same PAIA process, without the administrative risk.

Manual approach
  • Requests tracked in email
  • Manual, inconsistent decision-making
  • No audit trail of decisions
  • Outdated PAIA manual
XGRC® approach
  • Centralised request log and audit trail
  • Structured, consistent decision workflow
  • Full record of decisions and correspondence
  • PAIA manual aligned to records actually held
Free resource

PAIA Readiness & Compliance Checklist

  • PAIA manual and governance
  • Records classification and management
  • Request intake and logging
  • Request assessment and response
  • Appeals and escalations
  • Reporting and audit trail
PDF · Access-to-information aligned · v1.0
Standards and frameworks

Manage access-to-information against the obligations that matter.

  • PAIA
  • Access to Information
  • Records Management
  • Information Requests
  • Compliance
Scope of application

One platform across the full access-to-information lifecycle.

  • PAIA manual and records classification
  • Request intake and logging
  • Request assessment and decision-making
  • Appeals and escalations
  • Reporting and audit trail
Related

Explore the connected platform.

Solution

XGRC® Compliance Hub

Supplier & Third-Party Compliance

Explore XGRC® Compliance Hub → Regulatory

POPIA Compliance

XGRC® gives Information Officers a structured way to manage POPIA obligations — processing conditions, data subject rights, and security compromise reporting to the Information Regulator — on one auditable platform.

View use case → Use Case

Compliance Management

XGRC Compliance Hub enables organisations to manage supplier, contractor, and customer compliance through a structured portal. External parties upload and maintain their own documentation while internal teams validate, approve, and monitor compliance status in real time.

View use case → Use Case

Vendor Management

XGRC® enables organisations to onboard, vet, and monitor suppliers and contractors through a structured process. Every vendor document, expiry date, and risk score is tracked in one place, so third-party compliance status is always known.

View use case →
Frequently asked

Common questions.

What is PAIA compliance software?

PAIA compliance software manages the published information manual, records classification and formal access requests from intake through decision and response, on one auditable platform rather than an inbox.

Does XGRC® keep an audit trail of access request decisions?

Yes. Every request is logged with a complete audit trail from receipt to closure, so a decision can be explained and defended to a requester or the Information Regulator.

How are requests assessed against statutory grounds for refusal?

Requests go through a configurable assessment and decision workflow aligned to statutory grounds for access or refusal, so assessments are applied consistently rather than case by case.

Does this cover appeals and escalations?

Yes. Appeal and escalation tracking is part of the same workflow, so a disputed decision is not handled outside the system that logged the original request.

See PAIA compliance as a structured, auditable process.

Book a demo to see how XGRC Compliance Hub brings information requests, decisions, and audit trail into one connected platform.

Book a demo