Frequently Asked Questions
Prison Connect Service
Why are the calls cheaper? Do you have an arrangement with the prison?
No, we have no relationship at all with the prisons. We simply give you a landline number that the prison charges at a cheaper rate than a call to a mobile.
It’s cheaper because the landline number we give you is in the same town as the prison, so they only charge the local call rate.
Does my inmate still need money in their prison account?
Yes. The prison will still charge the inmate for the call to the landline number.
PrisonConnect saves you money overall, because the cost of the a call to a landline is usually much cheaper than a call to a mobile.
How much does the inmate pay when they call?
We try to give you a number that the prison will charge as a flat rate, local call.
Local call rates vary from state to state and even prison to prison, but we’re told its usually a flat 30 to 50 cents.
It’s not alway possible to get numbers that the prison will charge as a local call, especially in country areas. Contact us and we can advise on your situation.
What happens when they ring me?
The inmate selects the landline number from their list of approved numbers. It rings and you answer on your mobile. Easy as that!
How will I know a call is from my PrisonConnect service?
When someone calls your PrisonConnect landline, you’ll see the the landline number as the caller ID on your mobile.
To help you recognize the landline number, you can add it as contact on your mobile so it shows the contact name when you receive calls.
If you ever need to see the caller’s number, it is listed in your Call Log on the web portal at https://prisonconnect.com.au/home/calls
Will I keep my landline number forever?
No. The landline number on your PrisonConnect service is only yours while you have an active account.
Can I have more than one landline number?
Yes! You can have as many landline numbers as you need and you can set up numbers for family and friends on your account.
All landline numbers on an account share the account balance so there’s no need to recharge them separately.
You can add a landline number to your account on your Home page at https://prisonconnect.com.au/home
Or, you can call or email us at hello@telephoneer.com.au and we’ll add a landline for you.
Each landline number you have costs $2.50 per week, so two landline numbers would cost $5 per week plus calls.
Do I need an app on my phone to use this service?
Moves & Changes
My inmate has been moved to another prison. What do I do?
You might not need another landline number. Landline numbers are tied to the geographical location rather than a specific prison or inmate.
If your inmate has moved to a facility in a different town, you’ll likely need a new number.
You can add a landline number for the new prison online on your Home page at https://prisonconnect.com.au/home/add-service, or call or email us at hello@telephoneer.com.au and we can give you a number that’s suitable for your inmate’s new prison.
You’ll need to get the new number added to their phone list so they can call it.
I’ve got a new mobile number. How do I change it in PrisonConnect?
You can update your mobile number on your profile page at https://prisonconnect.com.au/home/profile
You’ll need to verify your new mobile number.
We limit the number of times you can change your mobile number because PrisonConnect is designed to be as close to a fixed line service as we can make it, so as not to be viewed as a phone diversion service (which is not allowed in some prisons).
Account & Billing
Will I have payments taken out of my account unexpectedly?
Possibly! The Auto-recharge system will top up your account whenever your balance falls below the recharge threshold. (Usually $5.00)
If you turn off the Auto-recharge facility on your account, payments will only be made when you choose to make them.
Auto-recharge is turned on when you sign up, so if you want to manage your payments yourself be sure to turn it off, or ask us to do it for you.
How much does it cost per week?
We don’t have plans, so the cost depends on how many calls you get.
For example, say you receive one call per day that lasts for 10 minutes.
Daily call cost = 1 call x 10 minutes x 10 cents per minute = $1
Weekly call cost = $1 x 7 days = $7.
Weekly number rental = $2.50 per week
Total weekly cost is $7 for calls + $2.50 number rental = $9.50
Is there a fee for cancellation?
No.
There are no cancellation fees and we will refund your remaining account balance when you close your account.
I haven’t used my account this week but my balance is going down!
The $2.50 weekly number rental fee applies even if you aren’t receiving calls.
If you no longer need your number, close your account and we’ll refund your balance.
My inmate has been released but you’re still charging me!
We have no relationship with the prisons and no way of knowing when your inmate is released unless you tell us.
The $2.50 per week number rental fee applies even if you don’t get any calls, so simply close your account when you no longer need it.
Don’t forget we always refund your remaining account balance to your card when you close your account!
I can’t log into my account. It just sits there at the loading screen.
If you’re having problems logging into your account, try going directly to the login page at https://prisonconnect.com.au/login
Why is it suddenly costing my inmate more to call?
A change in the price your inmate pays for calling your PrisonConnect number is usually because they’ve moved to a prison in a different town.
Your PrisonConnect number is tied to a geographical area, not a particular prison, so calling the number from a different area often means it’s no longer charged as a local call.
You can add a landline number for the new prison from the My Numbers panel on the Home page, or get in touch and let us know where your inmate is now, and we can advise.
How do I close my account?
You can close your account at any time. Just log onto your account in our web portal, go to your account page and scroll down the “Close Account” section at the bottom of the page.
Click the CLOSE ACCOUNT button, follow the prompts and you’re done.
We’ll then finalise the account closure within 1 business day and refund any remaining credit balance to the card you used to purchase it.
Still need help? Get in touch!
For any other questions, please email us at hello@telephoneer.com.au or call us on (03) 8899 6675