Complaint box and grievance forms

jpraxc.com has three forms for when something has gone wrong. The complaint box registers an ordinary complaint with the support team and gives you a six-digit complaint number. The grievance form appeals a decided complaint to the Grievance Officer. The direct report form is for privacy, statutory, security and urgent matters, and needs no earlier complaint. How the whole process works, with its timelines, is explained in Complaints and grievances.

Make a complaint#

You can open the complaint box in two places: Talk to us › Make a complaint on any page, or Make a support complaint on the grievances page (opens in a new tab).

1. Enter Your name and E-mail. The complaint number is sent to this address.
2. Add your Phone and Organisation if you wish.
3. Choose the Product or area the complaint is about, for example JPRAXC School ERP, Mobile apps, Billing, invoice or refund or Something else.
4. Give the complaint a short Subject.
5. In What happened, write what you expected, what happened instead, when, and any invoice, order or licence reference.
6. Select Submit complaint.
7. The form shows Complaint number with a six-digit number after the # sign. Note it down. The same number is e-mailed to you from support@jpraxc.com.

To add information later, reply to that e-mail and keep the number in the subject. To register a different complaint, select Make another complaint.

Appeal a decided complaint to the Grievance Officer#

You can appeal only once the complaint is marked Decided, and only within 30 days of that decision.

1. Open jpraxc.com/grievances (opens in a new tab) and go to Appeal a decided complaint (step 2, Raise a grievance).
2. Type the six-digit Complaint number and select Check the complaint.
3. If the complaint is decided and still within its window, the page shows its status, the date it was decided and the date you must file by, and the grievance form opens.
4. Enter Your name and the E-mail on the complaint (the address the complaint was registered with). Add a Phone and Subject if you wish.
5. In Why the decision did not satisfy you, and what you ask for, explain your reasons.
6. Select Send to the Grievance Officer.
7. The page shows your Grievance number, which starts with G#, and an acknowledgement is e-mailed to you.

If the check says the complaint is not decided yet, add to it by replying to support with the complaint number in the subject. If it says Not found, check the number in your acknowledgement e-mail.

You can also appeal by e-mail: write to grievance@jpraxc.com from the complaint's e-mail address and quote the complaint number.

Send a direct privacy, statutory or urgent report#

Use this for privacy or data-deletion requests, consumer purchase or refund grievances, content or intermediary grievances, urgent reports (intimate content, impersonation or child safety), security incidents or a compromised account, court or government directions, or when you cannot get into an account. No purchase, sign-in or earlier complaint is needed.

1. On the grievances page, open Direct privacy, statutory and urgent reports.
2. Choose the Report category. If none fits, choose Other statutory concern / needs triage.
3. Enter a Name or reporting name and a Contact email you can access. Add Phone, Organisation / app and Subject if helpful.
4. In Concern and requested action, describe the concern and what you want done. For urgent reports, say which service and where the content is, without uploading intimate images or complete identity documents.
5. Select Send direct report.
6. The page shows Registered: G# with a number. Keep it.

Good to know#

• None of these forms is a purchase or a marketing sign-up.
• Do not include passwords, one-time codes, card details or complete student or patient records.
• JPRAXC may check that you are entitled to act for an organisation before it releases information or changes an account. It does not need that check to accept your report.

Troubleshooting#