Understanding Pickle's Services: Roles, Responsibilities & Service Management
This article explains how responsibilities are divided between Pickle and building stakeholders — Strata Managers, Building Managers, and Owners Corporations (OCs) — across all carriage services. It covers where Pickle's responsibility ends, what the building is responsible for, and what must happen when a service is terminated or migrated.
Services Pickle May Provide
Pickle may supply any combination of the following services to a building:
-
Fixed Voice / Phone Lines — phone lines for common areas, lifts, intercoms, or individual lots
-
Broadband / Internet Services — fibre, NBN, fixed wireless, or other data services
-
SIM Cards / Mobile Services — SIMs installed in lifts, emergency panels, intercoms, or IoT devices
-
Any Other Carriage Service — any service provided under a current or historical Pickle agreement
If you are unsure which Pickle services are active at your building, contact Pickle directly. Do not assume a service has been cancelled without written confirmation.
The Network Boundary Point (NBP)
The NBP is the physical point where Pickle's responsibility ends and the building's responsibility begins.
For fixed services (voice and internet), the NBP is typically:
-
MDF (Main Distribution Frame) — usually in a comms room or basement
-
NTD (Network Termination Device) — where fibre or fixed wireless terminates
-
First active socket or port
For mobile/SIM services, Pickle's responsibility covers the SIM and the mobile network. The device the SIM is installed in is the building's responsibility unless covered under a Pickle managed services agreement.
Responsibilities
Pickle is responsible for:
-
The carrier network and all infrastructure up to the NBP
-
Ensuring the MDF, NTD, or first socket has an active, working service
-
Coordinating Lead-In works with the relevant carrier
-
Managing SIM accounts, network provisioning, and billing for mobile services
-
Acting only on written termination instructions from an authorised contact
The OC or Building Manager is responsible for:
-
All internal cabling beyond the NBP
-
Routers, Wi-Fi access points, and network switches (unless under a Pickle managed agreement)
-
Phones and handsets (unless under a Pickle managed agreement)
-
Intercom systems and associated wiring (unless under a Pickle managed agreement)
-
Lift emergency phones and associated wiring (unless under a Pickle managed agreement)
-
Any device that houses a Pickle-managed SIM — including lift panels, intercom units, and IoT equipment
-
Maintaining building-side cabling and equipment in working order
-
Providing written termination notice to Pickle before ending any service
-
Keeping authorised contact details on the Pickle account current
Pickle's Responsibility by Service Type
Fixed Voice / Phone Lines
Pickle ensures the line is live and operational up to the NBP — active number, working line, and acceptable call quality at the building entry point. Internal extensions, handsets, and wiring beyond the NBP are the building's responsibility.
Broadband / Internet Services
Pickle ensures the service is active and delivering data up to the NBP. Pickle coordinates with the carrier (NBN Co, Telstra) for network-side faults. The building's internal network, routers, switches, and Wi-Fi equipment are not Pickle's responsibility.
SIM Cards / Mobile Services
Pickle manages the SIM account, network provisioning, and billing. If the device the SIM is installed in is not functioning, that is the building's responsibility unless covered under a managed services agreement.
Migrating or Terminating Any Pickle Service
Written notice is required — for all services. This applies to phone lines, broadband, SIM/mobile, and any other carriage service.
Pickle will never disconnect any service unless instructed in writing by an authorised contact. A new provider being connected does not cancel a Pickle service.
Termination process:
-
Identify all active Pickle services at the building — contact Pickle if unsure
-
Confirm the authorised contact (Strata Manager or nominated OC representative)
-
Submit written notice to Pickle including:
-
Building address and/or account reference number
-
A list of all services to be terminated
-
The requested termination date
-
Name and contact details of the authorised person
-
-
Wait for written confirmation from Pickle — do not assume the service is cancelled until confirmed
-
Retain Pickle's written confirmation for your building records
If written notice is not provided, all Pickle services remain active and billable. Pickle cannot backdate cancellations where no written notice was given.
Emergency Lines — Critical Notice
Emergency lines will remain active until Pickle receives written termination instructions from an authorised contact. There are no exceptions.
This applies to:
-
Lift emergency phones (fixed line or SIM-based)
-
Common area emergency phones
-
Emergency SIMs installed in lift panels or any life-safety equipment
The fact that a building has migrated to a new provider, or that a new service is active, does not result in automatic cancellation of emergency lines held with Pickle.
Strata Managers must audit all emergency line services before and after any telecommunications migration to confirm coverage continuity and avoid duplicate billing. If there is any doubt about whether an emergency line is still active with Pickle, contact Pickle directly before assuming it has been cancelled.
Lead-In Connections (Fixed Services)
A Lead-In is the physical cable that connects the carrier network to the building's NBP.
Responsibilities:
-
Pickle — coordinates with the relevant carrier (Telstra, NBN Co, or infrastructure owner)
-
Building / Developer — responsible for any trenching required on private property
-
Carrier — supplies and installs the conduit and cable
Lead-In timeframes:
-
Metropolitan areas — approximately 20 working days minimum
-
Rural and regional areas — up to 130 working days
Initiate Lead-In requests as early as possible for any new development or infrastructure upgrade.
Key Takeaways
-
Pickle's responsibility ends at the NBP for fixed services, and at the SIM and network for mobile services
-
All internal cabling and building devices are the OC's responsibility unless covered by a Pickle managed services agreement
-
All service types require written termination notice — voice, internet, and SIM/mobile
-
Connecting a new provider does not cancel a Pickle service
-
Emergency lines are never disconnected without written instruction — no exceptions
-
Contact Pickle if you need a full list of active services at your building
Pickle
Office 12, 7-9 Churchill Ave, Strathfield NSW 2135
Ensure the building's Pickle account has current authorised contact details on file to avoid delays in processing terminations or service changes.