Unused Services Are Still Active Services
Applies to: All Pickle customers
Relevant roles: Strata Managers, Building Managers, Authorised Contacts
Overview
A Pickle service that is provisioned and active will be billed according to the agreed plan until a formal written
cancellation is received and confirmed. This applies regardless of whether the service is being used.
Active Services Bill Regardless of Usage
Once a Pickle service is provisioned, billing begins and continues until the service is formally cancelled in writing.
This applies to all service types:
- Phone lines — including common area phones, lift phones, and office lines
- Cloud Phone Systems (Cloud PBX) — including hosted extensions, hunt groups, auto attendants, and voicemail services
- Business Phone Numbers — including 13, 1300, and 1800 inbound numbers, local numbers, and ported numbers
- Internet and broadband services
- SIM and mobile services — including SIMs in devices, lift phones, or emergency equipment
Usage levels are not monitored by Pickle as a trigger to review or cancel a service.
The following do not constitute a cancellation request and will not stop billing:
- Verbal advice that a service is no longer needed
- Removing a phone from the wall or a SIM from a device
- Migrating to a new provider without formally cancelling existing Pickle services
- Assuming Pickle will identify and cancel inactive services automatically
Common Scenarios Where This Causes Issues
Provider migration without cancellation
A building moves to a new provider but existing Pickle services are not formally cancelled. Both providers bill for the
same period.
Equipment removed but service not cancelled
A lift phone or common area phone is physically removed but the underlying line or SIM is never cancelled. Billing
continues.
SIM removed from a device
A SIM is taken out of hardware and stored away. Removing a SIM from a device does not cancel the service — billing
continues.
Strata management transition
An incoming strata manager may be unaware of active Pickle services, resulting in charges going unnoticed or disputed
later.
Cloud Phone System not in active use
A business closes a location or reduces staff but keeps the Cloud PBX active. Extensions, hunt groups, and features
continue to bill even if no calls are being made or received.
Business phone number retained after migration
A 1300, 1800, or local number is ported away or a new provider takes over call handling, but the number is not formally
released or cancelled with Pickle. The number remains active on Pickle's account and continues to generate charges.
Written Cancellation Is Required
To stop billing, an authorised contact must submit a written cancellation request to Pickle.
- Written request required — via the Pickle Portal or email to [email protected]
- Authorised contacts only — refer to the Authorised Contacts Policy
- No backdating — billing runs from service start to confirmed cancellation date; non-use periods cannot be reversed
- Written confirmation required — a cancellation is not finalised until Pickle confirms it in writing
How to Cancel a Service
Submit via Pickle Portal (24/7) or email [email protected], including:
- Building address and Pickle account number
- List of specific services to cancel
- Requested cancellation date
- Name and contact details of the authorised contact
Pickle will issue written confirmation once processed. Retain this confirmation — it is the formal record that billing
has stopped. Do not assume the service is cancelled until confirmation is received.
Auditing Active Services
Strata Managers and Building Managers should review all active Pickle services at least annually. Pickle can provide a
full list of active services on request.
An audit is especially important during:
- Building sale or settlement — active services may transfer with the property if not cancelled
- Strata management transition — incoming managers should request a full account review as part of handover
- Technology or provider migration — all services being replaced should be formally cancelled with Pickle
Emergency Lines
Emergency lift phone lines and SIMs are subject to the same billing policy. They remain active and billing until written
cancellation is received and confirmed.
Before cancelling any emergency line, confirm a compliant replacement service is in place and operational. A building
must not be left without a functioning emergency communication service.
Disputed Charges for Inactive Services
If a customer believes they have been charged for a service they considered cancelled, contact Pickle's support team as
soon as possible.
Pickle will investigate and review any documentation provided. Where no written cancellation was submitted, charges
cannot be reversed — this is why written cancellation and written confirmation are both required.
If the dispute cannot be resolved through initial contact, refer to the Complaint Handling Process article.
Key Takeaways
- An unused service is still an active service — Pickle bills for provisioned services regardless of usage
- Written cancellation is the only way to stop billing
- Cancellations cannot be backdated
- Retain written confirmation — a cancellation is not final until confirmed in writing by Pickle
- Audit services regularly — especially during transitions, migrations, and building sales
- Emergency lines require special care — confirm a replacement is active before cancelling
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
