Applies to: Strata Managers, Building Managers, Facilities Managers
Service type: Emergency lift phone (landline or SIM-based)
Why This Matters
An emergency lift phone is a life-safety device. If it is not working, a person trapped in a lift cannot call for help. Under AS 1735, buildings are required to maintain a functioning emergency communication system in every passenger lift.
A non-functioning emergency phone may put the building out of compliance. If confirmed non-operational, the lift should be taken out of service immediately until the fault is resolved.
From the moment the fault is discovered:
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Document everything — date, time, who found it, symptoms observed, and every action taken
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Do not wait to see if the issue resolves itself
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Do not return the lift to service until the emergency phone is tested and confirmed working
Step 1 — Identify Which Side of the System Has Failed
Emergency lift phone systems have two distinct parts:
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The line or network — the phone line or mobile network Pickle provides
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The device and internal wiring — the handset, cradle, and cabling inside the lift car or building (building's responsibility)
Signs the fault is on the line or network side — contact Pickle
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No dial tone at the connection point
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SIM-based service shows no network registration
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Calls from the emergency phone fail to connect to any number
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Fault appeared after a network change, carrier migration, or planned maintenance
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Other services in the building on the same line or network are also affected
Signs the fault is on the device or internal wiring side — contact lift technician or cabler
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Dial tone or network signal is confirmed present at the connection point but the device still doesn't work
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Handset is physically damaged, stuck, or unresponsive
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Fault began after recent works inside the lift car or to internal cabling
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Only this one device is affected — no other services in the building are impacted
Not sure?
Contact Pickle first. Pickle can run remote line and network checks to help narrow down the fault location without requiring a technician on site.
Step 2 — Log the Fault with Pickle (Line or Network Side)
How to log the fault
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Pickle Portal — available 24/7 (preferred for after-hours lodgement)
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Email — [email protected]
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Phone — 1300 688 588 (business hours)
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After-hours phone support available for clients with an extended hours agreement
What to include
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Building address and account number
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Clear description of the fault — what is happening, what has been tested, when it started
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Confirmation that the lift has been taken out of service, if applicable
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Any relevant history — recent works, maintenance, carrier migrations
Critical — always identify it as an emergency lift phone fault
When lodging, clearly state this is an emergency lift phone. This triggers P1 (Priority 1) handling — immediate acknowledgement and escalation. A generic lodgement may not receive the same urgency.
Pickle will acknowledge within 1 business hour and escalate immediately.
What Pickle Does After a Fault Is Lodged
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Acknowledges and assigns the fault under P1 priority immediately
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Runs remote diagnostics on the line or SIM service
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Escalates to the carrier (Telstra or NBN Co) if the fault is on the carrier network — Pickle manages this on the customer's behalf
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Keeps the customer updated throughout the resolution process
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Coordinates any required technician attendance and communicates appointment details
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Confirms with the customer once the service is restored
The building does not need to contact Telstra or NBN Co directly — Pickle handles all carrier escalations.
Step 3 — If the Fault Is on the Device or Internal Wiring Side
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Contact the lift maintenance company — most maintenance contracts include the emergency phone as part of the lift equipment
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Alternatively, engage a licensed cabler to inspect and repair internal wiring faults
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Pickle is not responsible for device or internal wiring repairs unless covered under a managed services agreement
Once repaired:
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Test the emergency phone and confirm it connects correctly
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Document who repaired it, what was found, and the date of repair
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If any uncertainty remains about the line after repair, notify Pickle — Pickle can run a line test to confirm
After the Fault Is Resolved
Before returning the lift to service:
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Test the emergency phone — confirm it connects to the monitoring centre or emergency contact
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Record the test result — date, time, who conducted it, and outcome
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Update the fault log with resolution date, cause, and what was done to fix it
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Confirm reinstatement follows the building's lift management procedures
Do not consider the matter closed until a successful test call has been completed and documented.
SIM-Based Emergency Phones
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SIM shows no network registration — contact Pickle (network/account side issue)
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Device powers on, SIM is registered, but calls still fail — contact Pickle
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Device is damaged or unresponsive — contact the lift technician
Pickle can check SIM registration and network status remotely, often without anyone needing to attend site.
Key Takeaways
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Treat a non-functioning emergency phone as urgent — it is a life-safety device
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A non-operational phone may take the building out of compliance with AS 1735
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Take the lift out of service if the emergency phone is confirmed non-operational
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Document everything from the moment the fault is found
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If unsure which side the fault is on, contact Pickle first
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Always identify it as an emergency lift phone when lodging — this triggers P1 priority
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Pickle handles all carrier escalations — the building does not contact Telstra or NBN Co directly
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Do not return the lift to service until the phone is tested, confirmed working, and documented
Contact Pickle
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Portal: Pickle Customer Portal — 24/7 fault lodgement (preferred)
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Email: [email protected]
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Phone: 1300 688 588 (business hours)
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After hours: Available for clients with an extended hours agreement
Pickle
Office 12, 7-9 Churchill Ave, Strathfield NSW 2135