Understanding PRTC: South Carolina's Prison Telecommunications System

What PRTC is and how it works

PRTC stands for Prison and Residential Treatment Center Telecommunications, a system that manages phone calls from people incarcerated in South Carolina Department of Corrections facilities and residential treatment centers. The system is operated by a contracted vendor and handles both collect calls (where the person receiving the call pays) and prepaid accounts (where money is deposited in advance for the incarcerated person to use).

When someone in a SCDC facility or treatment center makes a phone call, it routes through the PRTC system. The call is recorded, and the system automatically deducts the cost from either the prepaid account or bills the receiving party. Calls are limited in length—typically 15 to 20 minutes per call—and the system disconnects when time expires.

The system serves families and friends who need to stay in contact with incarcerated individuals. Understanding how PRTC works, what it costs, and how to set up an account can make communication simpler and less expensive than relying only on collect calls.

Key Takeaways

• PRTC handles all phone calls from South Carolina Department of Corrections facilities and residential treatment centers through a contracted vendor system.
• You can receive collect calls (where you pay per call) or set up a prepaid account where you deposit money in advance for the incarcerated person to use.
• Prepaid accounts are usually cheaper per minute than collect calls, especially if the incarcerated person calls frequently.
• You can set up or manage an account online, by phone, or through the vendor's website without visiting a facility in person.
• All calls are recorded and monitored, and calls are limited to a set time per call, typically 15 to 20 minutes.

Setting up a prepaid account

A prepaid account lets you deposit money that the incarcerated person can use to make calls whenever they want, rather than calling you collect each time. To open an account, you will need the incarcerated person's full name and their SCDC inmate number (also called a DOC number). You can find this number on any correspondence from the facility or by contacting the facility directly.

Visit the PRTC vendor's website or call their customer service line to create an account. You will provide your contact information, the inmate's details, and choose how much money to deposit. Most vendors accept credit cards, debit cards, and bank transfers. Deposits typically appear in the inmate's account within one business day, though some vendors offer faster processing for an additional fee.

Once the account is active, the incarcerated person can make calls from the facility's phone system. They will dial the number they want to reach, and the call will route through PRTC. The cost per minute is deducted from the prepaid balance. You can check the account balance and add more money anytime through the vendor's website or phone line.

Collect calls and how they differ from prepaid

A collect call means the person receiving the call pays for it. When an incarcerated person calls you collect through PRTC, you will hear a prompt asking whether you accept the charges. If you say yes, the call connects and you are billed for the call length at the vendor's collect call rate.

Collect calls are more expensive per minute than prepaid calls, so if someone calls frequently, a prepaid account saves money over time. However, collect calls require no setup—the incarcerated person can call you anytime without needing an account in place first. This makes collect calls useful for emergencies or when you have not yet opened a prepaid account.

Some people use both: they maintain a small prepaid balance for regular calls and accept collect calls occasionally when the balance runs low or for unexpected contact.

Call costs and time limits

PRTC call rates vary depending on whether the call is collect or prepaid, and rates can change. Prepaid rates are generally lower than collect rates. The vendor also charges different rates for calls within South Carolina versus out-of-state calls, with out-of-state calls costing more per minute.

Each call is limited to a set duration—usually 15 to 20 minutes—after which the system automatically disconnects. The incarcerated person can call back immediately if they need to continue the conversation, but each new call is a separate charge. Some facilities may have different time limits, so check with the specific facility or the PRTC vendor for exact limits.

The vendor's website or customer service can provide current rate sheets showing the exact cost per minute for different call types. Rates are posted publicly, and you can review them before setting up an account.

Managing your account online and by phone

Most PRTC vendors offer an online portal where you can log in with your account credentials to check balances, add funds, view call history, and update payment information. The portal is accessible 24 hours a day from any device with internet access. You can also set up automatic deposits so the account refills when the balance drops below a certain amount.

If you prefer not to use the online portal, you can call the vendor's customer service line to manage your account by phone. A representative can add funds, check your balance, answer questions about rates, and help troubleshoot issues with calls not going through. Customer service hours vary by vendor, so check the PRTC website for current phone numbers and hours.

Keep your account login information secure and do not share it with others. Only you should be able to add funds or change account settings.

Troubleshooting common issues

If a call does not go through, first check that the prepaid account has a sufficient balance. If the balance is low or zero, add funds and try again. If the account has money but calls still fail, the facility's phone system may be temporarily down, or there may be a technical issue with the PRTC system. Wait a few minutes and try again.

If you are being charged for calls you did not accept, or if you see charges you do not recognize, contact the vendor's customer service immediately. They can review your call history and dispute incorrect charges. Keep records of your account statements in case you need to reference them.

If the incarcerated person's inmate number changes (which can happen if they are transferred to another facility), you may need to update your account or create a new one. Contact the vendor to update the inmate number so calls continue to route correctly.

Frequently Asked Questions

Can I use PRTC to call someone in the facility, or only to receive calls from them?

PRTC is a one-way system for outgoing calls from the facility. You cannot call an incarcerated person directly through PRTC. The incarcerated person must initiate the call to you. Some facilities offer visiting hours or video visitation as alternatives for direct contact.

What happens if I do not use the prepaid account for a long time?

Policies on inactive accounts vary by vendor. Some vendors may freeze or close accounts after a period of inactivity, though they typically notify you before doing so. Check your vendor's terms or contact customer service if you are unsure about your account status.

Are PRTC calls recorded?

Yes, all calls through PRTC are recorded and monitored by the facility and the vendor. This is standard practice in correctional facilities. Be aware that anything said during the call may be reviewed or used in legal proceedings.

Can I set up a PRTC account if I live outside South Carolina?

Yes, you can set up an account from anywhere in the United States. The vendor accepts payments from out-of-state addresses and phone numbers. Out-of-state calls may have higher per-minute rates than in-state calls.

What if the incarcerated person is transferred to a different facility?

Your account should continue to work if they are transferred to another SCDC facility or treatment center, since all facilities use the same PRTC system. However, contact the vendor to confirm the inmate number is still correct, as some facilities may assign a new number during transfer.