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Terms of Service ​

Effective Date: October 1, 2024
Last Updated: October 1, 2024

Welcome to OpenCHS ​

Thank you for using OpenCHS (Open Child Helpline System). These Terms of Service ("Terms") govern your use of our child helpline services, including phone support, web applications, and related services.

By using our services, you agree to these Terms. If you don't agree, please don't use our services.

Who Provides These Services ​

OpenCHS is provided by:

Service Provider: BITZ IT Consulting LTD
Location: Nairobi, Kenya
Partnership: UNICEF Venture Fund
Contact: info@openchs.org

Who Can Use These Services ​

Eligibility ​

Primary Users: Children and young people of any age seeking help, support, or information.

Secondary Users: Parents, guardians, teachers, social workers, and others concerned about a child's wellbeing.

Professional Users: Counselors, helpline operators, supervisors, and administrators authorized by partner organizations.

No Registration Required ​

You do NOT need to create an account or register to call our helpline. Our services are free and accessible to everyone.

Age Restrictions ​

There are NO age restrictions for calling the helpline. Children of any age can access support.

Services We Provide ​

Helpline Support ​

Listening & Counseling: Trained counselors provide emotional support, information, and guidance.

Crisis Intervention: Immediate support for children in distress or danger.

Information & Referrals: Guidance on available services, resources, and next steps.

Follow-up Support: Ongoing assistance for complex situations (when appropriate).

Technology Services ​

Call Management: Efficient routing and handling of calls through our AI-enhanced system.

Voice Services: Speech-to-text transcription and translation in multiple languages.

Case Management: Secure tracking and management of cases for authorized staff.

Quality Assurance: Monitoring and improvement of service quality.

What Our Services Are Not ​

OpenCHS is NOT:

Emergency Services: In life-threatening emergencies, call your local emergency number (police, ambulance, fire).

Medical Services: We provide information and support but not medical diagnosis or treatment. Always consult qualified healthcare providers for medical issues.

Legal Services: We offer information but not legal advice. Consult a lawyer for legal matters.

Substitute for Professional Care: We complement but don't replace mental health professionals, social workers, or other specialists.

Your Rights & Responsibilities ​

Your Rights ​

Free Access: All helpline services are completely free of charge.

Confidentiality: Your information is kept confidential except when safety requires otherwise (see Privacy Policy).

Respectful Treatment: You deserve to be treated with dignity, respect, and compassion.

Choice: You decide what information to share and whether to follow advice or accept referrals.

Anonymous Help: You can receive help without providing your name or personal details.

Your Responsibilities ​

Truthful Information: Please provide accurate information to help us assist you effectively (you can still remain anonymous).

Respectful Communication: Treat counselors and staff with respect. Abusive, threatening, or harassing behavior may result in call termination.

Appropriate Use: Use services for their intended purpose (seeking help and support for child-related concerns).

No Illegal Activity: Don't use our services to plan, coordinate, or engage in illegal activities.

Emergency Situations: In life-threatening emergencies, contact local emergency services immediately.

Confidentiality & Information Sharing ​

When Information Stays Confidential ​

In most cases, what you share with our counselors remains confidential.

When We May Need to Share Information ​

We may share your information when:

Child Safety: If a child is at immediate risk of serious harm, we may contact child protection services or police.

Legal Requirements: If required by law or court order.

With Your Consent: When you agree to referrals or information sharing with other services.

Emergency Situations: When necessary to prevent serious harm or death.

How We Decide ​

Our trained counselors follow established protocols to assess risk and make decisions in the best interest of child safety. This includes considering:

  • Severity and immediacy of risk
  • Age and vulnerability of the child
  • Availability of protective factors
  • Least intrusive intervention possible

For more details, see our Privacy Policy.

Service Availability ​

Operating Hours ​

Helpline hours vary by location:

  • Some services operate 24/7
  • Others have specific operating hours
  • Check your local helpline for details

Service Reliability ​

We strive to provide reliable services but:

No Guarantee: We cannot guarantee uninterrupted or error-free service.

Technical Issues: Services may be temporarily unavailable due to maintenance, technical problems, or circumstances beyond our control.

Alternative Support: If you cannot reach us, please contact local emergency services or alternative helplines in your area.

System Maintenance ​

We perform regular maintenance to improve services. We'll minimize disruptions and provide notice when possible.

Intellectual Property ​

Open Source Software ​

OpenCHS is open-source software licensed under GNU General Public License v3.0 (GPL-3.0).

You Can:

  • Use the software for any purpose
  • Study and modify the source code
  • Distribute copies
  • Distribute modified versions

You Must:

  • Provide source code access
  • License derivatives under GPL-3.0
  • Include copyright and license notices

See our Open Source License for full details.

Our Content ​

Training Materials: Educational content and training materials are available under Creative Commons licenses (specified per resource).

Documentation: Technical documentation is open-source and available on GitHub.

Trademarks: "OpenCHS" and related marks are trademarks of BITZ IT Consulting LTD.

Your Content ​

Call Content: You retain rights to information you share during calls.

Feedback: Suggestions and feedback you provide may be used to improve services without compensation.

AI & Automated Processing ​

How We Use AI ​

Voice Transcription: Converting speech to text for record-keeping and analysis.

Translation: Translating calls into different languages for better understanding.

Case Classification: Helping categorize and prioritize cases.

Quality Analysis: Analyzing call patterns to improve service quality.

Insights: Generating aggregated insights to understand trends (never identifying individuals).

Human Oversight ​

All significant decisions affecting children involve human review. AI tools assist but don't replace counselor judgment.

Your Rights ​

You can:

  • Request human review of AI-assisted decisions
  • Object to automated processing
  • Understand how AI affects your case

Disclaimers & Limitations ​

No Warranties ​

Services are provided "AS IS" without warranties of any kind, express or implied, including:

  • Accuracy or completeness of information
  • Suitability for particular purposes
  • Uninterrupted or error-free operation
  • Security of communications

Limitation of Liability ​

To the maximum extent permitted by law, BITZ IT Consulting LTD, UNICEF, and partner organizations are not liable for:

  • Indirect, incidental, or consequential damages
  • Loss of data or information
  • Service interruptions or errors
  • Actions taken based on information provided
  • Third-party services or referrals

Counselor Advice ​

Counselors provide information, support, and guidance based on professional training. However:

  • Advice is general and may not suit every situation
  • We're not responsible for outcomes of actions you take
  • You should seek professional help for serious issues
  • In emergencies, contact local emergency services

Data Security ​

We implement reasonable security measures to protect your information, but:

No Absolute Security: No system is 100% secure. We cannot guarantee absolute security.

Your Role: Protect your own information (e.g., don't share account passwords if applicable to staff users).

Report Issues: Report security concerns to security@openchs.org.

For details, see our Data Privacy & Compliance documentation.

Third-Party Services ​

Our services may include links to third-party websites or resources. We're not responsible for:

  • Content or services of external sites
  • Privacy practices of third parties
  • Accuracy of external information

Referrals ​

We may refer you to external services (healthcare, social services, etc.). We're not responsible for:

  • Quality of third-party services
  • Actions or advice of referred providers
  • Outcomes of external services

Changes to Terms ​

Updates ​

We may update these Terms to:

  • Reflect service changes
  • Comply with legal requirements
  • Improve clarity or protection

Notification ​

When we make changes:

  • We'll update the "Last Updated" date
  • Material changes will be communicated to users
  • Continued use constitutes acceptance

Access to Previous Versions ​

Previous versions are available on request.

Geographic Scope ​

Covered Locations ​

These Terms apply to services in:

  • Kenya
  • Tanzania
  • Uganda
  • Lesotho

Local Variations ​

Some terms may vary based on local laws and regulations. Local helplines will inform you of jurisdiction-specific terms.

Governing Law ​

These Terms are governed by the laws of Kenya, without regard to conflict of law provisions.

Termination ​

Your Right to Stop Using Services ​

You can stop using our services at any time. No explanation or notice is required.

Our Right to Limit Services ​

We may limit or terminate access if:

  • You violate these Terms
  • You engage in abusive or threatening behavior
  • Technical or legal issues require it
  • Services are discontinued

Effects of Termination ​

Your Data: Subject to legal obligations, data may be retained as described in our Privacy Policy.

Ongoing Cases: Active cases will be handled appropriately to ensure child safety.

Dispute Resolution ​

Informal Resolution ​

If you have concerns, please contact us first:

  • Email: support@openchs.org
  • Phone: Contact your local helpline
  • Mail: BITZ IT Consulting LTD, Nairobi, Kenya

We'll work to resolve issues promptly and fairly.

Formal Complaints ​

If informal resolution doesn't work:

  • Contact our complaints officer: complaints@openchs.org
  • Lodge a complaint with relevant regulatory authorities
  • Contact UNICEF: unicef@org

Any legal disputes shall be resolved in courts of competent jurisdiction in Kenya, except where local law provides otherwise.

Children's Rights ​

UN Convention on the Rights of the Child ​

Our services respect and uphold children's rights under the UN Convention on the Rights of the Child (UNCRC), including:

  • Right to be heard
  • Right to privacy
  • Right to protection
  • Right to access information
  • Best interests of the child

Child-Friendly Services ​

We provide:

  • Age-appropriate communication
  • Non-judgmental support
  • Safe and confidential environment
  • Protection-focused approach

Accessibility ​

We're committed to making services accessible to all children, including those with disabilities. If you need assistance accessing our services:

  • Contact your local helpline for accommodations
  • Request alternative formats for written materials
  • Report accessibility barriers to accessibility@openchs.org

See our Accessibility & CRPD Alignment for details.

Professional Standards ​

Counselor Qualifications ​

Our counselors are:

  • Trained in child protection and counseling
  • Supervised by experienced professionals
  • Required to follow ethical guidelines
  • Committed to ongoing professional development

Quality Assurance ​

We maintain service quality through:

  • Regular call monitoring and review
  • Ongoing training and support
  • Feedback mechanisms
  • Continuous improvement processes

Feedback & Complaints ​

We Value Your Feedback ​

Help us improve by sharing:

  • What worked well
  • What could be better
  • Suggestions for new services
  • Concerns about service quality

Contact: feedback@openchs.org

Complaint Process ​

If you're not satisfied:

  1. Contact Us: Share your concern via phone, email, or online form
  2. Investigation: We'll investigate and respond within 14 days
  3. Resolution: We'll work to resolve the issue fairly
  4. Escalation: If unsatisfied, escalate to our partners or regulators

Contact Information ​

General Inquiries: info@openchs.org
Privacy Questions: privacy@openchs.org
Technical Support: support@openchs.org
Security Issues: security@openchs.org
Complaints: complaints@openchs.org
Feedback: feedback@openchs.org

Mail:
BITZ IT Consulting LTD
Nairobi, Kenya

Helpline: Contact your local child helpline number

Severability ​

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect.

Entire Agreement ​

These Terms, together with our Privacy Policy and other referenced policies, constitute the entire agreement between you and OpenCHS regarding use of services.

No Waiver ​

Our failure to enforce any provision doesn't constitute a waiver of that provision or any other provision.

Languages ​

These Terms are available in multiple languages. If there are inconsistencies between translations, the English version prevails.

Remember: These terms exist to protect you and ensure quality services. The most important thing is that children get the help they need. If you're in danger or need help, please reach out regardless of these terms.

In an emergency, call your local emergency services immediately.

Thank you for trusting OpenCHS. We're here to help.