Complaints and grievances
How a JPRAXC complaint moves — the six-digit complaint number, acknowledgement and decision, the appeal to the Grievance Officer, direct reports and outside routes.
If something has gone wrong and ordinary support has not put it right, you can make a formal complaint. Each complaint gets a six-digit number. If you are not satisfied with the decision, you can take the same number to the Grievance Officer. Privacy, statutory, security and urgent matters can go straight to the Grievance Officer without a complaint first. This guide explains the process and its published timelines; the forms themselves are described in Complaint box and grievance forms.
Step 1: make a complaint#
Use any of these:
- Talk to us › Make a complaint on any page of jpraxc.com, or the complaint box on the grievances page (opens in a new tab);
- Contact JPRAXC › Make a complaint inside School ERP;
- an e-mail to support@jpraxc.com.
You receive a six-digit complaint number on screen and by e-mail. Keep it: every later step uses it.
What happens next#
| Stage | What JPRAXC does | Published timeline |
|---|---|---|
| Acknowledgement | A member of the support team writes to you personally, naming who is handling it | Within 24 hours |
| Investigation | Reads the order, the records and the correspondence; may ask you for a screenshot, a payment reference or proof that you may act for the organisation | — |
| Decision | Replies in writing with what was found, what JPRAXC will do and by when, and marks the complaint Decided | Target within 30 days, or sooner where the law sets a shorter deadline |
To add information at any time, reply to the e-mail and keep the complaint number in the subject. Replying to a decided complaint with its number reopens it.
Step 2: appeal to the Grievance Officer#
If the decision does not satisfy you:
- Wait until the complaint is marked Decided.
- Within 30 days of the decision, enter the complaint number on the grievances page (step 2, Raise a grievance), or e-mail grievance@jpraxc.com from the complaint's e-mail address quoting the number.
- You receive a grievance number starting with G#.
The Grievance Officer answers in writing within 7 days on a service matter, and within 30 days on a purchase, refund or privacy matter, or sooner where the law requires. The Grievance Officer's name and details are on the grievances page (opens in a new tab).
Direct reports: no complaint needed first#
For privacy or data-deletion requests, consumer purchase or refund grievances, content or intermediary grievances, urgent reports (such as intimate content, impersonation or child safety), security incidents, court or government directions, or when you cannot get into an account, go straight to the Grievance Officer:
- use Direct privacy, statutory and urgent reports on the grievances page, or
- e-mail grievance@jpraxc.com. No particular subject line is needed.
No purchase, sign-in or earlier complaint is needed. JPRAXC may check your authority before it releases information or changes an account, but not before it accepts your report. Legal timelines run from when JPRAXC first receives it.
If you are still not satisfied#
JPRAXC's process does not take away any right you have under Indian law. The grievances page lists the routes outside JPRAXC, such as the consumer commissions and the National Consumer Helpline, the Data Protection Board of India, the Grievance Appellate Committee, and your bank and the RBI Ombudsman for payment disputes. See If you are not satisfied (opens in a new tab).
Good to know#
- A complaint is not a purchase, and it does not sign you up for marketing.
- Parents and staff of a school should raise problems about the school's own decisions (fees, marks, attendance) with the school. Complaints to JPRAXC are about JPRAXC's products and services.
- JPRAXC keeps complaint and grievance files for three years after closure.
