Strata and Multi-Tenancy Account Management

Applies to: Strata Managers, Building Managers, Owners Corporations, and commercial building operators with multiple Pickle services across a single site.

Overview

When Pickle provides services to a building with multiple lots, common areas, or multiple tenancies, the account structure is more involved than a standard single-service account. This article explains how Pickle manages strata and multi-tenancy accounts, who can make changes,

how billing works, and what to do when tenancies or building management arrangements change.

Getting the account structure right from the outset — and keeping it maintained — helps avoid service disruptions, missed invoices, and delays when something needs to change.

What Is a Strata or Multi-Tenancy Account

A strata or multi-tenancy account is any site where Pickle provides services across multiple locations, lots, or entities within a single building or development. This includes:

• A residential strata building where Pickle provides emergency lift phones and common area internet under the Owners Corporation, as well as individual internet or phone services for lot owners or tenants

• A commercial building where multiple tenants each hold their own Pickle phone or internet service

• A mixed-use development with a combination of residential lots, retail tenancies, and shared infrastructure services

• Any site where the Owners Corporation (OC) and individual lot holders have separate but related service arrangements

How Accounts Are Structured

• Common area services — emergency lift phones, shared internet, building management systems — are held under the Owners Corporation or building management entity

• Individual lot services — internet or phone within a specific unit or tenancy — may be held under the lot owner, tenant, or OC/building manager depending on the arrangement

There is no single correct structure. Contact Pickle to discuss the most appropriate arrangement for the building before services are provisioned.

Authorised Contacts and Who Can Manage What

• The Strata Manager or nominated OC representative is typically the primary authorised contact for common area services

• Individual lot services may have separate authorised contacts — usually the lot owner or tenant

• Changes to common area services must come from an authorised contact for the OC account

• When a Strata Management company changes, the incoming manager should contact Pickle as early as possible to update authorised contacts across all relevant services

Refer to the Authorised Contacts Policy for full details on adding, updating, or removing contacts.

Managing Multiple Services

• Pickle can provide a full list of all active services on a building's account on request

• Review services at least annually to confirm all are still required and correctly assigned

• When a tenancy changes, coordinate with Pickle to transfer or cancel services — this does not happen automatically

• Written instruction is required for any changes — cancellations, transfers, and contact updates

Tenancy Changes and Building Sales

When a Tenant Vacates

• The outgoing tenant or building manager should contact Pickle to cancel or transfer the service before or at the time of vacating

• Services do not automatically cancel when a tenant vacates — billing continues until written instruction is received

• Incoming tenants should contact Pickle directly to establish their own account, or the building manager should coordinate the transfer

When a Building Is Sold

• Active Pickle services do not automatically transfer to the new owner on settlement

• Both vendor and purchaser should confirm service arrangements with Pickle before settlement — common area services and individual lot services

• Delays in notifying Pickle can result in billing continuing under the previous owner's account

When a Strata Management Company Changes

• The incoming Strata Manager should contact Pickle before the management transition date to update authorised contacts and review all active services

• Request a full list of services to assist with the handover process

• The outgoing manager should not cancel or alter services without confirming with the incoming manager and the OC

Billing for Strata Accounts

• Common area services are billed to the OC or building management entity

• Individual lot services are billed to the respective account holder

• Consolidated billing — all services on one invoice — may be available for qualifying accounts; contact Pickle to discuss

• Keep billing contact details current — invoices sent to outdated contacts can result in missed payments and service disruption

New Services and Expansions

• Contact Pickle to discuss provisioning requirements, lead times, and infrastructure considerations before committing to on-site work

• Confirm Lead-In requirements before ordering — refer to the Lead-In article for details

• New services in strata buildings may require coordination between Pickle, the OC, the building manager, and relevant contractors

Reporting Faults for Multi-Service Buildings

• Always specify which service and which location within the building is affected — e.g. "emergency lift phone, Lift 2" or "common area internet, Level 3 lobby"

• Common area faults — lodge using the OC or building management account details; the authorised contact for that account should make contact

• Individual lot faults — the authorised contact for that lot's service contacts Pickle directly

• If access to a communications room or other restricted area is required, have an on-site contact available to reduce delays

Key Contacts to Keep Updated with Pickle

• Strata Manager — name, phone, and email

• Building Manager (if different) — name, phone, and email

• OC Chairperson or nominated representative

• Billing contact — person or entity responsible for receiving and paying invoices

• On-site contact — someone who can provide physical access to comms rooms, lift equipment, or infrastructure for fault attendance or installations

Contact Pickle to update any of these details at any time.

Key Takeaways

• Confirm the right account structure with Pickle before services are provisioned

• Common area services sit under the OC; individual lot services may be held separately

• Only authorised contacts can make changes — keep contact details current, especially during management transitions

• Services do not automatically cancel, transfer, or update when tenants leave, buildings sell, or management changes — written instruction is always required

• Keep billing contacts current to avoid missed invoices

• Review all active services at least annually

Contact Pickle

• Portal: Pickle Customer Portal — 24/7

• Email: [email protected]

• Phone: 1300 688 588 (business hours)

• After hours: Available for clients with an extended hours agreement

Pickle

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