Facts & Support

  • Telstar Telecommunications provide both simple and unified telecommunications for residential and businesses. We also provide many other services like NBN, Hosting and Managed services.
  • NSW Prison Calling is a product specifically designed to reduce the cost of calls to inmates in NSW Prisons.
  • We are not associated with or endorsed by NSW Corrections
  • This Service including the conditioning and provisioning fully complies with the requirements released by NSW Corrective Services
  • The Product is a Local Number Telephone Services with a fixed answer point. It cannot be change once activated. If you need to change the answering point you will need to purchase a new service with a new telephone number.
  • Your local telephone number will automatically be allocated and assigned based on the location of the prison.
  • This is an FNN (Full Network Number) that can be called from any telephone in the world.
  • Connections as processed Monday to Friday 9am-6pm. Connection can take up to 4 hours.
  • Once the service is connected, you will receive an email with your local telephone number.
  • All fees and call charges are included in the monthly service fee.
  • We DO NOT currently support CLID (Call Line Identification Service) This means all calls will display as PRIVATE/UNKNOWN. We are working to implement this.
  • This is a prepaid service and will automatically renew each month until disconnected.
  • Cancellation can be requested by logging into your account or contacting us.
  • The answering location is fixed and cannot be changed once the service is connected.
  • Use of the Offender Telephone System (OTS) is governed by NSW Corrections.
  • Contact numbers must be approved and added to the inmates PAN list. Approval is managed by each prison location.
  • Where approval to have a number added to the PAN list is refused or the number is removed, refunds are not provided.
  • No VoIP Application Required
  • Diversions are prohibited. Anyone caught trying to divert calls in anyway will have their service cancelled.
  • 3-Party Calling is prohibited. Anyone caught trying to participate in a conference call will have their service cancelled.
  • This is not an Engine Number, Unconnected, or Prison Connect Service. It’s a Telstar Local Number Service. If you experience any problems having it approved, please contact customer support info@nswprisoncalling.com.au who can provide a bill as evidence of the services type and provider.
  • The monthly service cost is $39.00

Common Questions

How is my local number chosen?

It is allocated automatically based on the location of the prison, so your loved one’s calls are always charged at the local call rate.

Can the number be called from any phone?

Yes — it is a Full Network Number (FNN) that can be called from any telephone in the world.

Why do calls show as PRIVATE or UNKNOWN?

We do not currently support Caller Line Identification (CLID), so calls display as PRIVATE or UNKNOWN. We are working to implement this.

How do I cancel the service?

The service is prepaid and renews automatically each month. You can cancel at any time by logging into your account or contacting us.

Can you provide a bill for verification?

If you require a bill for verification from the correctional facility, we can provide that on request — email info@nswprisoncalling.com.au.

Is this an engine number?

No — engine numbers (also searched for as jail engine or prison engine numbers) are a different type of service. NSW Prison Calling is a fixed local number service from a corporate telecommunications provider, designed specifically to comply with the NSW Corrective Services OTS requirements: a single fixed answering location, no VoIP, and no call diversion.

Connect NowNSW Prison Phone Rules Explained