How to File Complaints About Phone Service, Tablets, or Video Visits (and Victim Contacts)
Phone calls dropping? E-messages stuck in limbo? Tablet glitches or video visit failures? You don't have to wonder where to report these problems. Here are the official TDCJ channels for technology-service complaints, plus the right contacts if you need to submit victim-related parole input.
TDCJ's Inmate Technology Services (ITS) program covers the main tools families use to stay connected: the Inmate Telephone System (ITS), E-Messaging, inmate tablets, and Securus Video Visitation. Billing disputes, access problems, undelivered messages, tablet malfunctions, video visit issues - if it involves one of these services, this is where you file a vendor or technology complaint.
Tip: For complaints about the Inmate Telephone System, E-Messaging, inmate tablets, or Securus Video Visitation, use the ITS Contact Form.
The easiest way to report a vendor-service problem is through the ITS Contact Form. It's the official complaint channel for the Inmate Telephone System, E-Messaging, inmate tablets, and Securus Video Visitation. Using this form keeps your issue routed to the right team from the start.
Prefer to put it in writing? Mail your complaint to the TDCJ Information Technology Division's Inmate Technology Services Contract Manager at: PO Box 4016, Huntsville, TX 77342-4016.
You can also email vendor-service complaints to offenderphones@tdcj.texas.gov.
- ✓ Call during the Inmate Technology office calling hours: effective February 2, 2026, Monday–Friday, 8:00 a.m. to 3:00 p.m., except state-recognized holidays.
- ✓ For information or registration to receive inmate telephone calls, call (866) 806-7804.
- ✓ If you’re registering your phone number through the Texas Inmate Telephone Friends & Family Enrollment (internet), have the inmate’s TDCJ ID number ready - you’ll need it to register.
Need to submit protest materials related to parole? Those go through the TDCJ Victim Services Division (VSD). Anyone can send written protest materials by mail, email, or fax - contact details are listed on the TDCJ Victim Services Division page.
Questions about parole-input logistics or victim-liaison support go directly to the Board of Pardons and Paroles Victim Liaison program. Call 512-406-5347 or email bpp-victim.liaison@tdcj.texas.gov.
- Plan for a short, focused statement - if you’re granted input, you will be given 20 minutes to provide your statement.
- Know what the meeting looks like - the offender remains incarcerated and will not be present at the Board office; meetings are held in a conference room (not a courtroom) and are confidential.
When you submit a technology complaint through any ITS channel - the contact form, mailing address, or offenderphones@tdcj.texas.gov - your issue enters the official ITS complaint process. That creates a documented record tied to the program that oversees the Inmate Telephone System, E-Messaging, inmate tablets, and Securus Video Visitation.
Privacy note: Victim protest materials are treated as confidential, and Board meetings are confidential as well. The offender stays incarcerated and does not attend the meeting in person at the Board office.
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