Emergency Lift Phone Not Working — Fault Reporting Guide for Building and Strata Managers
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:
- Document everything — date, time, who found it, symptoms observed, and every action taken
- Do not wait to see if the issue resolves itself
- 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:
1. The line or network — the phone line or mobile network Pickle provides
2. 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
- No dial tone at the connection point
- SIM-based service shows no network registration
- Calls from the emergency phone fail to connect to any number
- Fault appeared after a network change, carrier migration, or planned maintenance
- 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
- Dial tone or network signal is confirmed present at the connection point but the device still doesn't work
- Handset is physically damaged, stuck, or unresponsive
- Fault began after recent works inside the lift car or to internal cabling
- 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
- Pickle Portal — available 24/7 (preferred for after-hours lodgement)
- Email — [email protected]
- Phone — 1300 688 588 (business hours)
- After-hours phone support available for clients with an extended hours agreement
What to include
- Building address and account number
- Clear description of the fault — what is happening, what has been tested, when it started
- Confirmation that the lift has been taken out of service, if applicable
- 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
1. Acknowledges and assigns the fault under P1 priority immediately
2. Runs remote diagnostics on the line or SIM service
3. Escalates to the carrier (Telstra or NBN Co) if the fault is on the carrier network — Pickle manages this on the
customer's behalf
4. Keeps the customer updated throughout the resolution process
5. Coordinates any required technician attendance and communicates appointment details
6. 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
- Contact the lift maintenance company — most maintenance contracts include the emergency phone as part of the lift
equipment
- Alternatively, engage a licensed cabler to inspect and repair internal wiring faults
- Pickle is not responsible for device or internal wiring repairs unless covered under a managed services agreement
Once repaired:
- Test the emergency phone and confirm it connects correctly
- Document who repaired it, what was found, and the date of repair
- 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:
- Test the emergency phone — confirm it connects to the monitoring centre or emergency contact
- Record the test result — date, time, who conducted it, and outcome
- Update the fault log with resolution date, cause, and what was done to fix it
- 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
- SIM shows no network registration — contact Pickle (network/account side issue)
- Device powers on, SIM is registered, but calls still fail — contact Pickle
- 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
- Treat a non-functioning emergency phone as urgent — it is a life-safety device
- A non-operational phone may take the building out of compliance with AS 1735
- Take the lift out of service if the emergency phone is confirmed non-operational
- Document everything from the moment the fault is found
- If unsure which side the fault is on, contact Pickle first
- Always identify it as an emergency lift phone when lodging — this triggers P1 priority
- Pickle handles all carrier escalations — the building does not contact Telstra or NBN Co directly
- Do not return the lift to service until the phone is tested, confirmed working, and documented
Contact Pickle
- Portal: Pickle Customer Portal — 24/7 fault lodgement (preferred)
- 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
