Video calls

JUST Connect?

JUST Connect is an online scheduling system used to make video and in-person appointments with inmates.

As a family and friend user, you can use JUST Connect to:

• Make new requests for video appointments
• View upcoming appointments
• Receive email notifications of your appointments when they are scheduled
• Receive SMS reminders the day before your video appointments
• Receive SMS reminders 15 minutes before video appointments

How do I register for a JUST Connect account?

• Complete the JUST Connect Application Form.  You will need to provide your full name, email address, mobile phone number and your Visitor Index Number (VIN). NOTE - If you need to find out what your VIN is, or if this is your first time visiting an inmate, please contact the staff at the correctional centre who will be able to assist you.

• Once your account is created, you will be able to log in to the JUST Connect system to schedule your own appointments; you will receive a welcome e-mail with instructions.

How do I get a visit scheduled when I don’t have an account?

The account creation process can take up to approximately 10 working days. In the meantime, the correctional centre where the inmate is located may be able to schedule appointments on your behalf.

Which Correctional Centres can I visit via Video or In-Person?

Visits are available to be scheduled at all correctional centres.

How do I request a video visit with an inmate once I have a JUST Connect account?

Please see the JUST Connect Friends and Family User Guide included in the section.

The User Guide also includes information about:

• How to view upcoming visits on your dashboard
• How to manage your JUST Connect account
• How to change a booking
• What you can change in your just connect account

Will I still receive an email with my booking details?

Yes, once confirmed.

Will I still receive an SMS with my booking details?

Yes, once confirmed.

Can JUST Connect Support Centre create accounts or schedule appointments over the phone?

No – unfortunately the JUST Connect Support Centre cannot create appointments or accounts for families over the phone.

Please complete the JUST Connect Application Form to apply for a JUST Connect account and in the meantime, contact the correctional centre where the inmate is located who may be able to schedule appointments on your behalf.

Can I still contact the Correctional Centre to make bookings?

Yes, some correctional centres will create bookings on your behalf.

How do I make a booking with an inmate I have not had approval to visit?

Call the correctional centre.

Who do I contact if I need assistance with a JUST Connect issue?

JUST Connect Support are here to help, email us at JUSTConnect@dcj.nsw.gov.au or call on 02 8759 0010.

What are the rules for video visits with an inmate in custody?

For family and friends to have a video visit with an inmate there are rules that must be followed, they are listed below. Should any participant of the video visit breach any of these rules it will result in the termination of the video visit. Further, if necessary, visitors can be banned from video visits under clause 108 of the Crimes (Administration of Sentences) Act.

• Each adult visitor booked and on screen is required to show to the camera a valid form of photographic Identification (ID) to visits staff. A list of ID accepted by CSNSW can be found in COPP section 10.1 Visits to inmates by family and friends (PDF , 364.3 KB) at subsection 2.1 Initial identification requirements.
• To confirm your identity, visits staff may request a visitor to remove any face coverings. Refer to COPP section 10.1 Visits to inmates by family and friends (PDF , 364.3 KB) at subsection 2.6 Removal of face-covering. 
• At no time are any visitors allowed to use a 3rd party device (a device not used to connect to the video visit such as tablets, mobile phones, laptops) to display/ show anything to the inmate, or to connect them via phone call to a person not listed in the video visit booking.
• Once the video visit has started, no one else can connect via a separate device.
• Any person who has not been listed on the visits booking form that appears on screen/ communicates with the inmate will result in the video visit being terminated by the OIC of Visits.
• Video recording/ capturing screen shots by visitors is strictly prohibited. Failure to comply will result in the termination of the video visit. 
• Visitors and inmates must maintain an acceptable standard of behaviour. Aggressive, obscene, or sexual behaviour will not be tolerated and will result in the video visit will be terminated. 
• Visits staff will inform visitors and inmates prior to the start of the video visit that the inmate cannot touch the tablet for any reason during the video visit and failure to comply will result in the video visit being terminated.
• Visitors must maintain an acceptable standard of dress, no nudity or partial nudity.
• All family and friend video visits are subject to monitoring by the Officer in Charge (OIC) of visits.

Important information you should know about JUST Connect online bookings

What reminders/notifications will be sent to family and friends?

Family and friends will receive a confirmation once the visit (appointment) has been booked on JUST Connect. This should arrive the following day and will contain the visit date, time, and location as well as who is attending the visit. The inmate's name being visited will also be included.

Links within this email will give family and friends more information about visits (appointments), such as how to get the app and the guidelines of having video visits.

The day prior to the appointment, JUST Connect will send a reminder email and SMS to all the attendees who are also registered on JUST Connect. You will also receive a notification on the day of the appointment.

If the inmate's visit (appointment) is cancelled by the centre, then a notification advising that the visit has been cancelled will also be sent to the attendees who are also registered on JUST Connect.

What if the inmate is moved to a different centre after a booking has been scheduled?

If the inmate moves to a different centre, the booking owner will receive a notification saying that the visit (appointment) is cancelled (this is a normal part of the JUST Connect process). You will need to rebook in the new location.

Who needs a Visitor Identification Number (VIN)?

The VIN is a unique identification number for visitors.  All visitors, including those aged less than 18 years who wish to visit an inmate in a NSW correctional centre or via video, must have a Visitor Identification Number (VIN). This VIN will be used to provide access to the JUST Connect account. 

What rules apply to video visits? 

COVID-Safe measures apply to in-person visits. 

Make sure you know the rules before you book. 

Corrective Services NSW (CSNSW) welcomes family and friends who wish to visit NSW correctional centres. CSNSW recognises that visits are important to maintain strong family relationships and make it easier for inmates to readjust to life in the community when they are released.

CSNSW is committed to providing child and family-friendly visits areas at its centres, and to facilitating regular visits of family members to inmates.

What software will I use to make the video visit from home?

The email that you receive from JUST Connect will provide you with either a Zoom 10-digit number or a link to or Webex

If your visit is part of the Webex Pilot, please refer to the Webex User Guide forFamily and Friends (PDF , 624.5 KB).

If you are provided with a 10 digit number, please refer to the Zoom User Guide for Family and Friends.pdf (PDF , 4.3 MB)

If you are provided with a link, please refer to the Jabber Guest Guide for Family and Friends.pdf (PDF , 1.1 MB)