Home 📄 Support Policies

📄 Support Policies

Review Pickle’s support commitments, response times, escalation pathways, SLA targets, and prioritisation rules so you know exactly what to expect when you need help
Pickle Admin
By Pickle Admin
• 15 articles

Understanding Pickle's Telecommunications Services: Responsibilities, Boundaries, and Service Management

Understanding Pickle's Services: Roles, Responsibilities & Service Management This article explains how responsibilities are divided between Pickle and building stakeholders — Strata Managers, Building Managers, and Owners Corporations (OCs) — across all carriage services. It covers where Pickle's responsibility ends, what the building is responsible for, and what must happen when a service is terminated or migrated. Services Pickle May Provide Pickle may supply any combination of the following services to a building: - Fixed Voice / Phone Lines — phone lines for common areas, lifts, intercoms, or individual lots - Broadband / Internet Services — fibre, NBN, fixed wireless, or other data services - SIM Cards / Mobile Services — SIMs installed in lifts, emergency panels, intercoms, or IoT devices - Any Other Carriage Service — any service provided under a current or historical Pickle agreement If you are unsure which Pickle services are active at your building, contact Pickle directly. Do not assume a service has been cancelled without written confirmation. The Network Boundary Point (NBP) The NBP is the physical point where Pickle's responsibility ends and the building's responsibility begins. For fixed services (voice and internet), the NBP is typically: - MDF (Main Distribution Frame) — usually in a comms room or basement - NTD (Network Termination Device) — where fibre or fixed wireless terminates - First active socket or port For mobile/SIM services, Pickle's responsibility covers the SIM and the mobile network. The device the SIM is installed in is the building's responsibility unless covered under a Pickle managed services agreement. Responsibilities Pickle is responsible for: - The carrier network and all infrastructure up to the NBP - Ensuring the MDF, NTD, or first socket has an active, working service - Coordinating Lead-In works with the relevant carrier - Managing SIM accounts, network provisioning, and billing for mobile services - Acting only on written termination instructions from an authorised contact The OC or Building Manager is responsible for: - All internal cabling beyond the NBP - Routers, Wi-Fi access points, and network switches (unless under a Pickle managed agreement) - Phones and handsets (unless under a Pickle managed agreement) - Intercom systems and associated wiring (unless under a Pickle managed agreement) - Lift emergency phones and associated wiring (unless under a Pickle managed agreement) - Any device that houses a Pickle-managed SIM — including lift panels, intercom units, and IoT equipment - Maintaining building-side cabling and equipment in working order - Providing written termination notice to Pickle before ending any service - Keeping authorised contact details on the Pickle account current Pickle's Responsibility by Service Type Fixed Voice / Phone Lines Pickle ensures the line is live and operational up to the NBP — active number, working line, and acceptable call quality at the building entry point. Internal extensions, handsets, and wiring beyond the NBP are the building's responsibility. Broadband / Internet Services Pickle ensures the service is active and delivering data up to the NBP. Pickle coordinates with the carrier (NBN Co, Telstra) for network-side faults. The building's internal network, routers, switches, and Wi-Fi equipment are not Pickle's responsibility. SIM Cards / Mobile Services Pickle manages the SIM account, network provisioning, and billing. If the device the SIM is installed in is not functioning, that is the building's responsibility unless covered under a managed services agreement. Migrating or Terminating Any Pickle Service Written notice is required — for all services. This applies to phone lines, broadband, SIM/mobile, and any other carriage service. Pickle will never disconnect any service unless instructed in writing by an authorised contact. A new provider being connected does not cancel a Pickle service. Termination process: 1. Identify all active Pickle services at the building — contact Pickle if unsure 2. Confirm the authorised contact (Strata Manager or nominated OC representative) 3. Submit written notice to Pickle including: - Building address and/or account reference number - A list of all services to be terminated - The requested termination date - Name and contact details of the authorised person 4. Wait for written confirmation from Pickle — do not assume the service is cancelled until confirmed 5. Retain Pickle's written confirmation for your building records If written notice is not provided, all Pickle services remain active and billable. Pickle cannot backdate cancellations where no written notice was given. Emergency Lines — Critical Notice Emergency lines will remain active until Pickle receives written termination instructions from an authorised contact. There are no exceptions. This applies to: - Lift emergency phones (fixed line or SIM-based) - Common area emergency phones - Emergency SIMs installed in lift panels or any life-safety equipment The fact that a building has migrated to a new provider, or that a new service is active, does not result in automatic cancellation of emergency lines held with Pickle. Strata Managers must audit all emergency line services before and after any telecommunications migration to confirm coverage continuity and avoid duplicate billing. If there is any doubt about whether an emergency line is still active with Pickle, contact Pickle directly before assuming it has been cancelled. Lead-In Connections (Fixed Services) A Lead-In is the physical cable that connects the carrier network to the building's NBP. Responsibilities: - Pickle — coordinates with the relevant carrier (Telstra, NBN Co, or infrastructure owner) - Building / Developer — responsible for any trenching required on private property - Carrier — supplies and installs the conduit and cable Lead-In timeframes: - Metropolitan areas — approximately 20 working days minimum - Rural and regional areas — up to 130 working days Initiate Lead-In requests as early as possible for any new development or infrastructure upgrade. Key Takeaways - Pickle's responsibility ends at the NBP for fixed services, and at the SIM and network for mobile services - All internal cabling and building devices are the OC's responsibility unless covered by a Pickle managed services agreement - All service types require written termination notice — voice, internet, and SIM/mobile - Connecting a new provider does not cancel a Pickle service - Emergency lines are never disconnected without written instruction — no exceptions - Contact Pickle if you need a full list of active services at your building Pickle Office 12, 7-9 Churchill Ave, Strathfield NSW 2135 Ensure the building's Pickle account has current authorised contact details on file to avoid delays in processing terminations or service changes.

Last updated on Apr 07, 2026

Authorised Contacts Policy

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

Last updated on Apr 07, 2026

Complaint Handling Process

Pickle is committed to resolving customer concerns promptly and fairly. This article explains how to raise a formal complaint, what to expect at each stage, and what options are available if a resolution cannot be reached. What Is a Complaint? A complaint is a formal expression of dissatisfaction with Pickle's products, services, billing, or customer experience — where a customer is seeking a specific outcome or resolution. A complaint is different from a general support request. If a customer wishes to have an issue formally investigated and tracked, they should clearly identify it as a complaint when making contact. How to Raise a Complaint Customers can raise a complaint directly with Pickle's support team by phone or email. When lodging a complaint, include: - Account details — full name, account number, and contact information - Description of the issue — what happened, when it occurred, and any relevant history - Desired resolution — what outcome is being sought (e.g. billing correction, service restoration, compensation) Clearly stating that the contact is a formal complaint ensures it is recorded and handled under Pickle's complaint process. What Happens After a Complaint Is Lodged - Acknowledgement — within 2 business days - Assignment — allocated to a team member for investigation - Investigation — account records and supporting information reviewed - Updates — customer kept informed throughout — no need to follow up for a status Resolution Timeframes - Standard complaints — resolved within 15 business days - Complex complaints — may require additional time; customer will be notified with an updated expected resolution date Escalation Within Pickle If unsatisfied with the initial response, customers can request escalation to a senior team member: - Escalated complaints reviewed within 5 business days - Contact Pickle through the same channel used to lodge the original complaint and clearly state a senior review is being requested Referral to the TIO If the complaint cannot be resolved through Pickle's internal process, customers have the right to contact the Telecommunications Industry Ombudsman (TIO) — an independent, free dispute resolution service. - Website: tio.com.au - Phone: 1800 062 058 (free call) Pickle encourages customers to work through the internal process first, but customers are under no obligation to continue if they feel it has been exhausted. Pickle's Commitments - Fair treatment — all complaints assessed objectively and without bias - Transparency — customers kept informed at every stage - No retaliation — Pickle will not disadvantage any customer for raising a complaint - Continuous improvement — all complaints logged and used to improve services Key Takeaways - Clearly identify contact as a formal complaint when reaching out - Pickle acknowledges within 2 business days and aims to resolve within 15 business days - Customers can request escalation to a senior team member if unsatisfied - Unresolved complaints can be referred to the TIO at tio.com.au or 1800 062 058 — free of charge - Pickle handles all complaints fairly, transparently, and without retaliation Pickle Office 12, 7-9 Churchill Ave, Strathfield NSW 2135

Last updated on Apr 07, 2026

Emergency Lift Phone Compliance

Emergency Lift Phone Compliance — What Building and Strata Managers Need to Know Applies to: Strata Managers, Building Managers, Owners Corporations Overview Emergency lift phones are a critical life-safety component in any building with a passenger lift. Australian law and building standards require these phones to be installed, maintained, and regularly tested. This article explains the compliance framework under AS 1735, who holds responsibility for each element, and the role Pickle plays as the line and network service provider. What Is AS 1735? AS 1735 is the Australian Standard that governs lifts, escalators, and moving walks. It mandates that passenger lifts be equipped with a functioning emergency communication device — typically a phone or intercom — that can connect occupants to a monitoring service or emergency responder. Key obligations: - Every passenger lift must have a working emergency communication device in the car - The device must be capable of making a call to a designated monitoring centre or emergency contact - The communication system must be operational at all times the lift is in service - Compliance is typically verified during annual lift inspections The Owners Corporation or Building Manager holds responsibility for ensuring the lift and its emergency communication system meet AS 1735 at all times. Who Is Responsible for What Owners Corporation / Building Manager is responsible for: - Ensuring the emergency phone device is correctly installed in the lift car - Maintaining the device in working order - All internal wiring between the device and the connection point - Regular testing and documentation - Engaging a licensed lift technician or cabler for device/wiring repairs - Ensuring the line or SIM service is not cancelled while the lift is in service - Meeting all obligations under AS 1735 and applicable WHS legislation Pickle is responsible for: - Providing and maintaining an active phone line or SIM service up to the Network Boundary Point (NBP) - Ensuring the service is operational and reachable - Responding to reported line or network faults as high priority - Providing written confirmation of any service activation, change, or deactivation Pickle does not install, inspect, test, or maintain emergency phone handsets or internal building wiring unless a separate managed services agreement explicitly covers those elements. Testing Obligations — Building Side Recommended frequency: Monthly testing as a minimum standard Documentation requirements: - Record the date, time, outcome, and name of the person who conducted each test - Retain records and make them available to lift inspectors on request - Do not delete or overwrite failed test records — document the fault, steps taken, resolution, and date the system was confirmed working again When a test fails: - A lift with a non-functioning emergency phone should be taken out of service immediately - Determine whether the fault is on the line/network side or the device/wiring side before lodging a fault report - Rectify and retest before returning the lift to service Reporting a Fault Line or network fault — contact Pickle: - No dial tone or network signal at the connection point - Calls fail to connect to any number - SIM shows no network registration - Fault appeared following a network change or planned maintenance Contact Pickle's support team and clearly identify the service as an emergency lift phone. Pickle treats these as urgent, high-priority faults. Device or wiring fault — contact your lift technician or cabler: - Dial tone or signal confirmed present but device does not function - Handset is physically damaged or unresponsive - Fault followed recent works inside the lift car - Internal cabling is visibly damaged or disturbed Critical — Emergency Lines Must Not Be Cancelled Without Written Authorisation Pickle will not deactivate or cancel an emergency lift phone line or SIM service unless written termination instructions are received from an authorised contact. This applies in all circumstances, including: - Building sales or change of ownership - Strata management transfers - Technology upgrades (e.g. migrating from copper to SIM-based) - Lift refurbishments or replacements - Account consolidations or migration to a new provider If a line needs to be replaced or upgraded, the replacement service must be confirmed active and tested before the existing service is deactivated. Written deactivation instructions must then be provided by an authorised contact. Verbal instructions, informal requests, or changes made as part of broader account changes will not be accepted as authorisation to cancel an emergency lift phone service. SIM-Based Emergency Phones Some emergency phones operate on a mobile SIM rather than a fixed line. The same rules apply: - Pickle manages SIM provisioning, network access, and billing - The building manages the physical device, installation, and testing - Written termination notice is required — same as fixed line - Test with the same frequency and documentation standards - When transitioning from fixed line to SIM-based, both services should overlap during changeover to ensure no gap in compliance Key Takeaways - AS 1735 requires every passenger lift to have a working emergency communication device at all times - The OC or Building Manager is responsible for the device, wiring, testing, and overall compliance - Pickle is responsible for the line or SIM service up to the NBP — not the device or wiring - Emergency phones should be tested monthly and all tests documented - A failed test requires immediate action — identify whether it is a line fault (contact Pickle) or device fault (contact lift technician) - Emergency phone lines will never be cancelled by Pickle without written authorisation — no exceptions - SIM-based emergency phones follow the same rules as fixed line services Pickle Office 12, 7-9 Churchill Ave, Strathfield NSW 2135 When reporting an emergency lift phone fault, always identify it as an emergency lift phone at the time of contact so it can be prioritised appropriately. This article is provided for general guidance. Building Managers and Owners Corporations should seek independent advice regarding their specific compliance obligations under AS 1735 and applicable state-based safety legislation.

Last updated on Apr 07, 2026

Understanding Pickle's SLA and Support Response Times

What Is an SLA? A Service Level Agreement (SLA) is Pickle's commitment to customers about how quickly a fault or support request will be acknowledged and resolved. It sets clear expectations so customers — including Strata Managers, Building Managers, and small business owners — know what to expect from the moment they log a ticket. Not all faults are treated equally. Pickle assigns a priority level to every fault based on its impact on the customer's service and business operations. Higher-impact faults receive faster attention. Fault Priority Levels P1 — Critical (Service Down) A P1 fault means there is a complete loss of service with no available workaround. Business operations are directly and immediately affected. Examples include: - All phone lines are down - Internet service is completely offline - An emergency lift phone is not working Timeframes: - Target response: Within 1 business hour - Target resolution: Best efforts same business day; for complex faults, within 4 business hours of the fault being diagnosed For network-side P1 faults, Pickle may escalate directly to the relevant carrier (Telstra or NBN Co) to expedite resolution. P2 — High (Service Degraded) A P2 fault means the service is partially working but significantly impaired. Customers can operate in some capacity, but performance or reliability is materially affected. Examples include: - Intermittent dropouts affecting all users - Poor call quality impacting the entire site - Slow internet speeds affecting business operations Timeframes: - Target response: Within 4 business hours - Target resolution: Within 2 business days P3 — Standard (Minor Issue or Enquiry) A P3 fault means the service is largely working, but a minor issue exists, or the request is informational or administrative in nature. Examples include: - A single handset not working while others are unaffected - A billing enquiry or account question - A configuration question or change request - A new service request Timeframes: - Target response: Within 1 business day - Target resolution: Within 5 business days What "Response" and "Resolution" Mean - Response — Pickle has acknowledged the fault, created a support ticket, and assigned it to a team member actively working on it - Resolution — the fault has been fully investigated, root cause addressed, and service restored to normal operation In some cases, resolution depends on a third-party carrier such as NBN Co or Telstra. Pickle will manage the escalation and keep the customer informed, but carrier response times are outside Pickle's direct control. Emergency Lift Phones — Always P1 Faults involving emergency lift phones are always treated as P1 — Critical, regardless of any other factors. When lodging a fault involving an emergency lift phone, customers must clearly identify it as an emergency lift phone fault at the time of lodging. Pickle will escalate immediately and provide regular updates until the service is restored. How to Log a Fault Faults and support requests can be lodged through any of the following channels: - Pickle Portal — available 24/7 at any time - Email — [email protected] (monitored during business hours) - Phone — 1300 688 588 (business hours only) After-hours phone support is available for clients with an extended hours agreement. If your business requires after-hours coverage, speak with your Pickle account contact about this option. Business Hours and SLA Clocks Pickle's SLA timeframes run during business hours. For faults lodged outside business hours via the portal or email, the SLA clock starts from the next business day unless an extended hours agreement is in place. For urgent after-hours faults, log via the portal and clearly mark the request as urgent so it is picked up as a priority at the start of the next business day — or immediately if you have an extended hours agreement. How to Lodge a Fault Effectively Include the following when contacting support: - A clear description of the fault — e.g. "all outbound calls are failing" is more actionable than "something is wrong with the phones" - The business impact — e.g. "we cannot process EFTPOS payments" or "our lift phone is not working and we have residents in the building" - Best contact person and number during the fault - Service address and account number Providing this upfront reduces back-and-forth and speeds up resolution. Carrier-Dependent Faults Some faults require Telstra or NBN Co to attend the premises or an exchange. In these cases: - Pickle will lodge the fault with the relevant carrier on the customer's behalf - Pickle will manage the escalation and follow up on progress - Pickle will keep the customer updated at regular intervals - Carrier response and resolution timeframes are outside Pickle's control - Where a carrier technician needs to attend the premises, Pickle will coordinate and communicate appointment details Key Takeaways - P1 (complete loss, emergency lift phones) — response within 1 business hour, best-efforts same-day resolution - P2 (degraded service) — response within 4 business hours, resolution within 2 business days - P3 (minor issues, enquiries) — response within 1 business day, resolution within 5 business days - Emergency lift phone faults are always P1 — identify them clearly when lodging - Faults can be logged via the Pickle Portal (24/7), email, or phone (business hours) - SLA timeframes run during business hours — after-hours coverage available under an extended hours agreement - For carrier faults, Pickle manages the escalation but cannot control carrier timeframes Contact Pickle Support - 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 When logging a fault, include the service address, account number, a clear description of the issue, and the business impact.

Last updated on Apr 07, 2026