GENERAL QUESTIONS ABOUT FREE CALLS AT MA DOC
Why are phone calls free?
The Massachusetts state legislature has eliminated the charge for phone and other communications services provided to incarcerated individuals in Massachusetts and their loved ones effective December 1, 2023.
Are phone calls free at my loved one’s facility?
Yes! Beginning December 1, 2023, all phone calling services provided in Massachusetts by Securus will be available to you at no cost.
Who is eligible to receive free phone calls?
All incarcerated individuals at any correctional facility in the state of Massachusetts and their family and friends will receive no-cost calling. No-cost communications services will begin on December 1, 2023.
What must I do to receive free phone calls?
Nothing! No-cost phone calling will automatically be available to you and your MA-incarcerated loved one on December 1, 2023. You aren’t required to do anything to receive free phone calls.
How will my incarcerated loved one know that phone calling is now free?
We’ve communicated with incarcerated individuals about the availability of free phone calls.
If I have additional questions about free phone calls, who should I ask?
For questions about free phone calls at the Massachusetts Department of Corrections, please contact the facility where your loved one is housed.
How do I use free phone calls?
Your incarcerated loved one will no longer call you collect, as there will be no charge. You will continue to receive calls from your incarcerated loved one just as you do today. The only difference is that the calls are now free!
Are long-distance calls free?
Yes. Long-distance calling is offered at no cost.
Are international calls free?
Yes. International calling is offered at no cost.
Will phone calls still be monitored?
Yes. All non-private phone calls will continue to be subject to recording and review per the facility’s current call monitoring policies.
Can the incarcerated make phone calls from their tablets?
Tablets provided by the Massachusetts Department of Corrections are not Securus devices, so they do not currently have a phone calling option. However, we’re excited to be partnering with Orijin to install Securus phone calling! Beginning in early 2024, our ConnectMe app will let the incarcerated make phone calls directly from their tablets!
How is Securus supporting the increased demand for phones?
We understand that free phone calling is an exciting change and may significantly increase the demand for phones, so to help alleviate long lines and provide more calling opportunities, Securus will be installing additional wall phones.
And don’t forget, beginning in early 2024, a brand new Securus phone calling app, ConnectMe, will allow the incarcerated to make calls directly from their tablets!
Are there any restrictions on free calling?
There may be restrictions on calls put in place by the facility – such as maximum call duration limits, call schedules or other facility-implemented call controls.
PREPAID CALLING CARDS
My incarcerated loved one purchased prepaid calling cards to pay for phone calls. Will they receive a refund?
They will not receive a refund on any prepaid calling cards, so we encourage them to use those cards for phone calling before December 1, 2023.
ADVANCE CONNECT (CALLING ACCOUNTS)
What will happen to the remaining funds in my AdvanceConnect account?
If you only use your current AdvanceConnect account to pay for calls from correctional facilities in Massachusetts, you should close your account and request a full refund of the unused balance. For help with closing your account or requesting a refund, click here.
If you receive phone calls from incarcerated individuals at Securus-served facilities outside of Massachusetts, you SHOULD NOT close your AdvanceConnect account, as doing so would prevent you from receiving and paying for calls from those facilities.
What will happen to the remaining funds in my loved one’s Securus Debit account?
If your incarcerated loved one has Securus Debit account funds remaining after December 1, 2023, the facility will refund the unused balance. Please contact facility administration for additional details.