Inmate calls now safer and smarter

10 October 2025

People receiving phone calls from inmates in NSW correctional centres will now hear the caller’s full name before deciding whether to accept the call.

Until now, the system only announced the name of the correctional centre, so the person answering the phone didn’t know who was calling. This allowed some inmates to misuse the system, including contacting people who were legally protected from them.

To improve safety, the system has been updated. Now, when a call comes through, a recorded voice will say something like:

“This is a call from First Name, Last Name at Site name Correctional Centre.”

This gives the person receiving the call the chance to decline the call or hang up if they feel unsafe or don’t want to speak to the caller. They can also report the call to the police or Corrective Services NSW if needed.

The change follows serious concerns about victims being contacted by inmates, including cases where court orders were breached.

Building safer connections

The updated caller ID system is designed to support safer, more respectful communication. It helps protect people from unwanted or harmful contact, while also making it easier for loved ones to identify calls they want to answer. For inmates who are genuinely trying to reconnect, this transparency can help rebuild trust and reduce misunderstandings.

It’s part of Corrective Services NSW’s commitment to community safety and supporting rehabilitation through more accountable communication.

Modernising systems for safety and progress

This change also reflects a commitment to ensuring systems respond to community concerns. By updating the system for inmate phone calls, Corrective Services NSW is taking a proactive step to protect victims, uphold legal protections, and support safer reintegration for inmates.

Inmates have also responded positively to recent changes. One wrote to Corrective Services NSW to express gratitude for the reduced cost of phone calls, saying it made a real difference in staying connected with loved ones. These kinds of improvements, both technical and financial, help support rehabilitation by making communication more accessible and respectful.

Inmates in NSW prisons can make phone calls using the Offender Telephone System (OTS), helping them stay in touch with family, friends, and legal support. Each inmate can save up to 10 personal numbers and 6 legal contacts in their OTS account. All calls must be recorded and may be monitored, except for those made to their legal representatives or to an exempt body or person.  The duration of personal calls is 10 minutes for sites with inmate tablets, 6 minutes for sites without tablets. Corrective Services NSW covers the cost of one local personal call each week. Other personal calls to a landline cost 25 cents, additional charges apply for calls to mobile phone numbers.