General FAQ
Common questions about getting started and using Praxi.
Getting Started
What is Praxi?
Praxi is a practice management system designed specifically for Australian healthcare practices, particularly psychology and allied health. It includes:
- Appointment scheduling with calendar management
- Clinical notes with AI-assisted documentation
- Client management with consent tracking
- Billing with Medicare, DVA, and NDIS integration
- Compliance tools for AHPRA and Privacy Act requirements
What browsers does Praxi support?
| Browser | Minimum Version | Status |
|---|---|---|
| Chrome | 90+ | ✅ Recommended |
| Safari | 15+ | ✅ Supported |
| Edge | 90+ | ✅ Supported |
| Firefox | 90+ | ✅ Supported |
| Internet Explorer | Any | ❌ Not supported |
For the best experience, use Chrome with automatic updates enabled.
Does Praxi work on mobile devices?
Yes. Praxi is fully responsive and works on:
- Tablets: Full functionality (iPad, Android tablets)
- Phones: Core features (viewing appointments, client details)
For clinical note-taking, we recommend a tablet or desktop for the best experience.
How do I get help?
| Method | Response Time | Best For |
|---|---|---|
| In-app feedback | Within a business day | Bug reports, suggestions |
| Within a business day | Detailed or urgent issues | |
| Help docs | Self-service | Learning features |
Contact details:
- Email: hey@praxi.au (put "URGENT" in the subject for time-critical issues)
Account & Access
How do I reset my password?
- Go to the login page
- Click Forgot password?
- Enter your email address
- Check your inbox (and spam folder)
- Click the reset link (valid for 15 minutes by default)
- Create a new password
Password requirements:
- Minimum 12 characters
- One uppercase letter
- One lowercase letter
- One digit
Can I have multiple user accounts?
No. Each person should have one account with their own email address. This ensures:
- Accurate audit trails
- Individual accountability
- Proper permission management
- Compliance with healthcare regulations
Can I access multiple practices?
Yes. If you work at multiple practices, you can:
- Be invited to each organisation
- Log in with one email
- Select which organisation to view
- Switch organisations via your profile menu
How do I change my email address?
- Go to Settings → Profile
- Click Change Email
- Enter new email address
- Verify via confirmation email
- Log in with new email
Your administrator may also update your email in team management.
What happens when I leave a practice?
When you leave:
- Administrator removes your access
- Your notes and records remain (audit trail)
- Clients may be reassigned
- Your calendar events remain for history
You lose access immediately but historical data is preserved.
Security & Privacy
Is my data secure?
Yes. Praxi implements multiple security layers:
| Layer | Implementation |
|---|---|
| Encryption | Industry-standard encryption at rest and in transit |
| Authentication | Enterprise identity system with multi-factor authentication |
| Access control | Role-based permissions controlling who sees what |
| Audit logging | 7-year retention (Privacy Act 1988 requirement) |
| Infrastructure | Australian-hosted (AWS Sydney region) |
Where is my data stored?
All data is stored in Australia:
- Primary: AWS Sydney (ap-southeast-2)
- Backups: AWS Melbourne (disaster recovery)
- No offshore access: Data never leaves Australia
This complies with the Privacy Act 1988 (Cth) and Australian healthcare data sovereignty requirements.
Is Praxi HIPAA compliant?
Praxi is designed for Australian healthcare compliance:
- Privacy Act 1988 (Cth)
- Australian Privacy Principles
- AHPRA requirements
- State health records legislation
For US HIPAA requirements, please contact us to discuss your specific needs.
Can I enable two-factor authentication (MFA)?
Yes. Praxi uses an enterprise-grade identity system with all credentials stored securely (never in browser storage). To enable MFA:
- Go to Settings → Security
- Click Enable MFA
- Scan QR code with authenticator app
- Enter verification code
- Save backup codes securely
Supported apps: Google Authenticator, Microsoft Authenticator, Authy, 1Password.
Who can see my client records?
Access is controlled by role and permissions:
| Role | Access Level |
|---|---|
| Practice Owner | All records in the organisation |
| Practitioner | Own clients only |
| Receptionist | Client contact details and appointments (no notes) |
| Accountant | Billing and financial data only (no client records) |
Permissions can be customised per role. All access is logged.
Data & Backups
How often is data backed up?
| Backup Type | Frequency | Retention |
|---|---|---|
| Continuous | Real-time | 7 days point-in-time |
| Daily | Every night | 30 days |
| Weekly | Sunday | 12 weeks |
| Monthly | 1st of month | 7 years |
Can I export my data?
Yes. You can export:
- Clients: CSV or Excel
- Appointments: iCal or CSV
- Invoices: CSV or PDF
- Clinical notes: PDF (with audit trail)
- Full backup: Contact support
Go to Settings → Privacy → Data Export for self-service options.
What happens if I cancel my subscription?
| Period | Data Access |
|---|---|
| During notice | Full access |
| 0-30 days after | Read-only access |
| 30-90 days | Export only (by request) |
| After 90 days | Data deleted |
We provide a full data export before deletion. Note that clinical records are subject to the 7-year minimum retention requirement under the Privacy Act 1988 and AHPRA guidelines.
Can I import data from another system?
Yes. Praxi supports importing:
| Data Type | Formats | Notes |
|---|---|---|
| Clients | CSV, Excel | Name, contact, Medicare |
| Appointments | iCal | Historical and future |
| Invoices | CSV | Paid/outstanding status |
Contact support for assisted migration from major systems like Cliniko, Halaxy, and Zanda (formerly Power Diary).
Features
Does Praxi have a waiting list?
Yes. The waitlist feature allows you to:
- Add clients waiting for appointments
- Specify preferred practitioners, times, services
- Auto-notify when slots open
- Track waiting time
Go to Waitlist in the sidebar to manage.
Can I create recurring appointments?
Yes. When creating an appointment:
- Click Repeat or the repeat icon
- Choose frequency (daily, weekly, fortnightly, monthly)
- Set end date or number of occurrences
- Save
All instances are linked. Cancelling one won't affect others.
Does Praxi support group sessions?
Yes. Group appointments allow:
- Multiple clients in one appointment
- Individual billing per client
- Shared or individual notes
- Consent per participant
Create a group appointment from the calendar and add clients.
Can I customise clinical note templates?
Yes. Templates can be customised at three levels:
| Level | Who Creates | Access |
|---|---|---|
| System | Praxi | All organisations |
| Organisation | Practice Owner | All staff in org |
| Personal | Individual | Only the creator |
Go to Settings → Note Templates to create or modify.
Does Praxi have AI features?
Yes. AI features include:
| Feature | Description |
|---|---|
| Voice transcription | Record sessions, auto-transcribe |
| Note assistance | Suggestions based on session content |
| Smart scheduling | Suggests optimal appointment times |
AI features can be enabled/disabled per practitioner in settings.
Keyboard Shortcuts
What keyboard shortcuts are available?
Global shortcuts (work anywhere):
| Shortcut | Action |
|---|---|
| Cmd/Ctrl+K | Command palette |
| Cmd/Ctrl+/ | Keyboard shortcuts help |
| G then C | Go to Calendar |
| G then L | Go to Clients |
| G then N | Go to Notes |
Calendar shortcuts:
| Shortcut | Action |
|---|---|
| N | New appointment |
| T | Go to today |
| ← / → | Previous/next period |
| D / W / M / L | Day/week/month/agenda view |
| P | Toggle privacy mode |
| U | Unavailable block |
| V | Availability overlay |
Press ? anywhere to see the most common shortcuts.
Can I customise keyboard shortcuts?
Yes — open the shortcuts settings modal to record custom key combinations, enable or disable individual shortcuts, and get warned about conflicts. See Keyboard Shortcuts.
Performance
Why is Praxi running slowly?
Common causes and fixes:
| Cause | Solution |
|---|---|
| Browser cache | Clear cache and cookies |
| Extensions | Test in incognito mode |
| Slow internet | Check connection speed |
| Large date range | Reduce report date range |
| Many browser tabs | Close unused tabs |
If issues persist, contact support with your browser version.
How much internet bandwidth does Praxi need?
- Minimum: 1 Mbps (basic functions)
- Recommended: 5+ Mbps (smooth experience)
- Video calling: 10+ Mbps
Most Australian NBN/business connections easily meet these requirements.
Updates & Maintenance
How often is Praxi updated?
| Update Type | Frequency | Notification |
|---|---|---|
| Features | Monthly | Email newsletter |
| Fixes | Weekly | Release notes |
| Security | As needed | In-app alert |
Updates are automatic - no action required from users.
Is there scheduled maintenance?
Maintenance windows:
- Time: Sundays 2-6am AEST
- Frequency: Monthly (when needed)
- Notification: 72 hours advance notice
- Duration: Typically under 30 minutes
Emergency maintenance is rare but communicated via email and in-app.
Where can I see what's new?
- In-app: Click your profile → What's New
- Email: Monthly product newsletter
- Docs: docs.praxi.au