1. Introduction and Purpose

The Chief Minister’s Helpline Portal (“CM Helpline”) is an official digital grievance redressal platform established by the Government of Goa to enable citizens to submit, monitor, and resolve grievances related to public services and governance.

These Terms and Conditions (“Terms”) govern the access to and use of:

• the CM Helpline Website,
• the official CM Helpline Mobile Application,
• and the 24×7 AI-powered phone helpline number 1905 (collectively referred to as the “Platform” or “Service”).

By accessing or using the Platform, you acknowledge that you have read, understood, and agreed to be bound by these Terms.

2. Definitions

For the purposes of these Terms:

• “User” means any individual accessing or using the Platform.
• “Grievance” means any complaint, request, representation, or issue submitted by a User through the Platform.
• “Personal Data” means any information that identifies or relates to an identifiable individual, including phone number, email address, identity documents, and grievance-related information.
• “AI Helpline” refers to the automated voice-based assistance system available through phone number 1905.
• “Authorized Personnel” refers to government officers or staff authorized to access grievance data for official purposes.
• “Applicable Law” means all laws, rules, regulations, and government notifications in force in India.

3. Scope of Services

The Platform provides the following services:

• User registration and authentication;
• Online and mobile submission of grievances;
• Uploading of supporting documents;
• Tracking grievance status and resolution progress;
• Notifications via SMS, email, app alerts, or calls;
• AI-assisted grievance guidance via phone helpline (1905).

The Platform is intended solely for public grievance redressal and related government communication.

4. Availability of Services

The Platform aims to operate 24 hours a day, 7 days a week. However, uninterrupted availability is not guaranteed due to:

• scheduled maintenance,
• system upgrades,
• network failures,
• force majeure events,
• or technical constraints.

The Government of Goa shall not be liable for temporary unavailability of the Platform.

5. Eligibility and User Responsibility

By using the Platform, you represent that:

• you are legally competent to submit a grievance;
• all information provided by you is true, complete, and accurate;
• you are submitting the grievance in good faith and for lawful purposes.

Users are solely responsible for the content and accuracy of their submissions.

6. User Registration and Authentication

To submit or track grievances, Users may be required to register and provide:

• mobile number,
• email address,
• personal identification details,
• supporting documents as applicable.

Authentication may be performed via OTP or other secure verification mechanisms.

Users are responsible for maintaining the confidentiality of login credentials and OTPs.

7. Collection and Use of Personal Data

Personal Data collected through the Platform shall be used strictly for:

• grievance registration, processing, and resolution;
• communication regarding grievance status;
• identity verification where required;
• system audits and service improvement.

Personal Data shall not be used for commercial, promotional, or marketing purposes.

8. Storage, Security, and Retention of Data

All data is stored on secure government-controlled or government-approved infrastructure.

Reasonable administrative, technical, and physical safeguards are implemented to protect data.

Data is retained only for the period required under Applicable Law or official record retention policies.

Access to data is limited to Authorized Personnel on a need-to-know basis.

9. Disclosure of Information

Personal Data may be disclosed:

• to concerned government departments for grievance resolution;
• when required under law, court orders, or statutory obligations;
• for audit, vigilance, or investigative purposes by authorized bodies.

No unauthorized third-party disclosure shall be permitted.

10. AI-Powered Phone Helpline (1905)

The AI Helpline provides automated assistance and guidance.

Responses may be recorded for quality, verification, and grievance tracking purposes.

AI responses are informational and may not always be exhaustive or error-free.

Final grievance decisions are taken only by authorized government officers.

The Government does not guarantee the completeness or accuracy of AI-generated responses.

11. User Conduct and Prohibited Use

Users shall not:

• submit false, misleading, defamatory, or malicious grievances;
• use abusive, obscene, or threatening language;
• upload forged or misleading documents;
• attempt unauthorized access to systems or data;
• disrupt or interfere with Platform functionality.

Violation may result in suspension, legal action, or rejection of grievances.

12. Intellectual Property Rights

All content, software, databases, logos, and designs on the Platform are the property of the Government of Goa or its licensors.

Users are granted a limited, non-transferable, non-commercial right to use the Platform solely for grievance-related purposes.

13. Records and Legal Validity

Electronic records generated through the Platform shall be considered valid records under:

• the Information Technology Act, 2000,
• and other Applicable Laws.

Grievance submissions may be used as official records.

14. Disclaimer of Warranties

The Platform is provided on an “as is” and “as available” basis.

No warranties are made regarding:

• uninterrupted access,
• error-free operation,
• resolution timelines,
• outcomes of grievances.

15. Limitation of Liability

To the maximum extent permitted by law, the Government of Goa shall not be liable for:

• indirect or consequential damages;
• data loss beyond reasonable control;
• delays due to inter-departmental processes;
• user-provided incorrect information.

16. Indemnity

Users agree to indemnify and hold harmless the Government of Goa from any claims, losses, damages, or liabilities arising from:

• misuse of the Platform,
• violation of these Terms,
• submission of unlawful or false grievances.

17. Suspension or Termination

The Government reserves the right to suspend or restrict access to the Platform without notice in cases of:

• misuse,
• security threats,
• legal or administrative necessity.

18. Force Majeure

The Government shall not be liable for failure to perform obligations due to events beyond reasonable control, including natural disasters, cyber incidents, strikes, or government actions.

19. Amendments

These Terms may be amended at any time. Updated Terms shall be published on the Platform and become effective immediately upon publication.

20. Severability

If any provision of these Terms is held invalid, the remaining provisions shall remain in full force and effect.