Everything You Need to Know About Our Pricing And Your Account

Pre-Paid Accounts

• PrisonConnect services are operated on a pre-paid basis. You maintain a credit balance on your account with us and the fees and charges are deducted from your balance.
• When you signup for the service, you register a credit or debit card and are charged $10 to establish your account balance. This is not a setup fee for us, it puts $10 credit on your account so your landline number is active right away.

Service Charges

• Number Rental: each week $2.50 is deducted from your account balance for rental of your landline number.
• Call Charges: after you receive a call, the cost of that call is deducted from your account balance.  Calls are charged at 10 cents per minute, or part thereof.  For example, 3.5 minute call would cost 40 cents.
• All charges include GST.

Account Balance

• Your account balance never expires.
• If you close your account we will refund your account balance to the card you used to purchase it.
• If your account balance reaches zero, (or less than zero) you stop receiving calls until your account is recharged.
• If your account balance is zero or less for more than 14 days, we may close your account and release your landline number.
• You can view your current account balance at any time through our web portal at https://app.telephoneer.com.au

Managing Your Account Balance

• Manual Recharge. You can add credit to your account balance at any time through our web portal.
• Auto-Recharge.  We provide an automatic recharge facility which will automatically top up your account balance when it gets low by charging your registered credit or debit card.
• You can manage auto-recharge settings by logging into your account on our web portal.  You can set the amount of the recharge, as well as the recharge balance threshold.
• You can disable auto-recharge and manage your balance manually.

Notifications

• If you’re recharging manually, and your account balance gets low (less than $10), we’ll send you a notification via SMS text message.
• If your account balance hits zero or less, we’ll send you an SMS text message to tell you that you’re no longer receiving calls.
• We’ll email you a payment receipt whenever you make a payment.

Money-Back Guarantee

• If, after your first call, you are not happy with the service we will refund the $10 charged to establish your account in full, provided that you have not registered the landline number with a prison.
• We can usually tell if the number has been registered from the caller ID of the phone call the prison makes to verify the number.
• Once the number has been registered with a prison we cannot reuse it.  We have to pay our provider for the number in advance, so we need to cover that cost.

Critical Information Summary

You can download the critical information summary for this service here