Home 📄 Support Policies Authorised Contacts Policy

Authorised Contacts Policy

Last updated on Apr 07, 2026

Authorised Contacts Policy — Who Can Make Changes to a Pickle Account

Last updated: April 2026

Overview

Pickle takes account security and service integrity seriously. To protect customers from unauthorised changes, Pickle will only act on instructions from individuals who have been formally recognised on an account as an authorised contact. This policy applies to all Pickle services, including internet, phone lines, and SIM/mobile services.

This article is particularly relevant to strata-managed properties and multi-dwelling buildings, where account contacts may change as strata management arrangements change.

What Is an Authorised Contact?

An authorised contact is a person formally recognised by Pickle as permitted to:

  • Request changes to an active service

  • Submit termination instructions for any Pickle service

  • Update account details or billing information

  • Communicate on behalf of the account holder for service-related matters

Pickle will not act on instructions from callers or email senders who are not listed as an authorised contact on the account — regardless of the circumstances described or the urgency of the request.

Why This Policy Matters

Protecting Services from Unauthorised Changes

Account security depends on a verified chain of instruction. Without a confirmed authorised contact, Pickle has no way to verify that a request is legitimate — and acting on unverified instructions could result in services being terminated, modified, or disrupted without the account holder's knowledge or consent.

Service Terminations Require Written Instruction

Pickle requires written instruction from an authorised contact to terminate any service. This includes:

  • Fixed-line phone services

  • Business internet connections

  • SIM or mobile services

Emergency lines will never be disconnected without written instruction from an authorised contact. No verbal request will override this requirement.

Strata and Multi-Dwelling Buildings

When a Strata Manager changes, the authorised contact on the Pickle account may become outdated. If the authorised contact listed is a former strata manager no longer associated with the property, Pickle will be unable to act on instructions from the incoming manager until the contact list is updated.

Strata Managers and building owners are strongly encouraged to review and update authorised contacts whenever a management transition occurs.

Who Can Be an Authorised Contact?

  • Account holder / primary contact

  • Strata Manager or nominated OC representative

  • Building Manager — if formally nominated in writing

  • Any other nominated individual — provided the account holder has submitted a written nomination to Pickle

How to Add or Update an Authorised Contact

A written request must be submitted by an existing authorised contact already on file. The request must include:

  • Full name

  • Role or title (e.g. Strata Manager, OC Chairperson, Building Manager)

  • Email address

  • Phone number

Pickle will confirm once the account has been updated. Changes will not take effect until confirmation is issued.

How to Remove an Authorised Contact

Submit a written request from an existing authorised contact, clearly identifying:

  • The full name of the contact to be removed

  • The reason for removal (recommended, particularly during strata management transitions)

Pickle recommends reviewing and updating authorised contacts as part of every strata management handover.

What Pickle Will Not Do

  • Act on verbal instructions for service terminations or major account changes

  • Accept instructions from unverified individuals not listed as an authorised contact

  • Backdate changes made without proper authorisation

  • Bypass the written instruction requirement for emergency line disconnections

Key Takeaways

  • Pickle only accepts instructions from authorised contacts formally listed on the account

  • Written instruction is required to terminate any service

  • Emergency lines cannot be disconnected without written instruction — no exceptions

  • Authorised contacts can be added, updated, or removed at any time via written request

  • Update contacts during every strata management transition to avoid delays

Pickle

Office 12, 7-9 Churchill Ave, Strathfield NSW 2135