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📰 Updates & Resources

Stay informed with the latest product updates, feature releases, best-practice guides, and helpful resources for running your business with Pickle.
Pickle Admin
By Pickle Admin
• 12 articles

📣 Service Announcements & Notices

This page provides important service-related announcements and notices from Pickle. It is updated as required to reflect changes that may impact existing services. For detailed information relating to a specific notice, please follow the links provided. Current Service Notices Lift Phone Service Migration – Notice Published: 16/02/2026 Due to industry-wide changes affecting legacy voice platforms, Pickle is migrating lift phone (emergency lift line) services to a modern, supported solution. This migration ensures continued compliance with lift safety requirements, improved service reliability, and long-term service support. Existing lift phone services will be migrated in a planned and controlled manner to minimise disruption. 👉 Read the full notice: Lift Phone Service Migration Notice https://chat.thinkpickle.com.au/hc/help-centre/articles/1768528207-lift-phone-service-migration-notice Historical Service Notices This section lists service notices that are no longer active but are retained for reference and audit purposes. Notices are moved to this section once: - The related change has been completed, or - The notice period has ended and no further customer action is required. No historical notices at this time About this page Service Announcements & Notices are used to: - Communicate important changes affecting existing services - Provide transparency around industry, platform, or regulatory updates - Act as a central reference point for active and completed notices Not all notices require customer action. Where action is required, this will be clearly stated in the linked article. Need help? If you have questions about a specific notice or how it affects your service, please contact the Pickle support team.

Last updated on Feb 06, 2026

🛗 Lift Phone Service Migration Notice

Summary Due to government policy and carrier-led withdrawal of legacy voice platforms, lift phone (emergency lift line) services must be migrated to a modern, supported delivery model. Lift phone services that rely on the nbn UNI-V analogue voice product can no longer be supported long term, as major carriers are exiting this platform ahead of its formal decommissioning. Pickle will manage this migration for existing lift phone customers to ensure ongoing safety, compliance, and service continuity. Important clarification: how lift phones are used Lift phones do not call 000. Lift phones are configured to: - Automatically dial the lift maintainer’s 24/7 helpdesk - Allow trapped passengers to communicate with trained lift technicians - Meet lift safety and building compliance requirements Although lift phones do not connect directly to emergency services, they are still considered safety-critical communication services and are affected by government policy and carrier platform changes. Why this change is required The nbn UNI-V voice product was originally designed to replicate legacy analogue phone lines. Under current government policy and industry regulation, this platform is being withdrawn. While nbn has published a long-term decommissioning horizon, major carriers are exiting UNI-V earlier, meaning services will no longer be supported, repaired, or provisioned. Confirmed carrier exit dates for nbn UNI-V - Commander: December 2025 - AAPT: 31st March 2026 - Telstra: 28th August 2027 Pickle delivers lift phone services using AAPT, which means all UNI-V-based lift phone services must be migrated before end of March 2026. This change is policy- and carrier-driven, not optional. Example of legacy lift phone equipment being withdrawn The image below shows typical legacy lift phone and analogue voice equipment installed in MDF/IDF rooms. These devices rely on carrier-managed nbn UNI-V voice services that are being withdrawn and will no longer be supported. As carriers exit the UNI-V platform: - This equipment can no longer be maintained or repaired - Replacement parts and carrier support are no longer available - Services relying on this equipment may stop working without notice This is why lift phone services must be migrated to a Pickle-managed solution that does not depend on carrier-managed legacy voice products. Updated lift phone service model Lift phone services will be migrated to a Pickle-managed solution. What this means - The lift phone uses mobile connectivity - Calls to the lift maintainer’s helpdesk are delivered using VoIP - The entire solution is supplied, configured, and maintained by Pickle - The service is not dependent on carrier retail voice products or nbn UNI-V While mobile and VoIP technology is used, the service is: - Fully owned and managed by Pickle - Independent of carrier product withdrawals - Designed for long-term stability of lift communications What Pickle will do Pickle will manage the migration end-to-end, including: - Supplying and configuring a new compliant Integrated Access Device (IAD) - Coordinating the migration to minimise disruption - Testing the lift phone service after changeover - Providing ongoing monitoring and support Pricing (existing customers only) One-off migration cost - One time fee per IAD This includes: - Hardware - Configuration - Migration coordination - Testing and validation 5-year contract renewal incentive Customers who renew their lift phone service on a 5-year contract term receive: - 50% discount on the migration fee Monthly charges - No change to existing monthly pricing - All recurring service charges remain the same after migration Timing and next steps Migrations will be scheduled progressively to ensure completion before AAPT’s UNI-V exit in March 2026. Pickle will contact customers directly to: - Confirm site and service details - Confirm the migration approach - Arrange a suitable migration window No action is required until you are contacted. What happens if the service is not migrated? Once carriers exit the UNI-V platform: - The service may stop working without notice - Faults may not be repairable - The building may be exposed to safety and compliance risks For this reason, migration is required. Need help? If you have questions about this notice or your lift phone service, please contact the Pickle support team.

Last updated on Feb 06, 2026

📣 Service Announcement: Caller ID (CLI) Controls for Contact Centres and Outbound Calling

Enhanced industry controls are being applied to Caller Line Identification (CLI) to reduce scam activity, caller ID impersonation, and misuse of automated calling platforms. These changes are particularly relevant for contact centres, outbound diallers, and high-volume calling environments. The controls are supported by regulatory direction from the Australian Communications and Media Authority (ACMA) and enforced across Australian carrier networks. Why contact centres are impacted differently Contact centres and outbound-heavy systems typically: - Present multiple caller IDs - Use predictive or automated diallers - Originate high call volumes - Integrate third-party platforms or APIs These characteristics closely resemble patterns used by scam operations, which means greater scrutiny is applied, even to legitimate businesses. What is changing for outbound calling Carriers are enforcing stricter validation of outbound calls, including: - Caller IDs must be: - Allocated to your service, or - Explicitly authorised for use - Calls may be blocked, rejected, or rewritten if they present: - Numbers not associated with the originating service - Overseas or unallocated numbers masquerading as Australian - Rotating or randomised caller IDs - Automated calling patterns that resemble scam traffic may be rate-limited or flagged These controls apply regardless of whether calls are made via: - Hosted contact centre platforms - SIP trunks - On-premise PBXs - Cloud PBXs with outbound dialling features Impact on predictive diallers and AI-driven calling Systems that rely on: - CLI rotation - Number “warming” - Dynamic caller ID substitution - AI-driven outbound bots may experience: - Reduced call completion rates - Call blocking at the carrier level - Forced caller ID normalisation Only authorised, consistent, and verifiable caller IDs are permitted. What outbound-heavy customers should do You should review your configuration if you: - Operate a contact centre - Run sales, collections, or notification diallers - Use multiple outbound numbers - Integrate third-party dialling platforms Pickle may proactively contact customers where changes are required to maintain call completion and compliance. Technical Checklist: PBX & SIP Caller ID Compliance Use this checklist to validate your setup and avoid call blocking. 1. Caller ID ownership and authorisation - ☐ All outbound caller IDs are: - Owned by your organisation, or - Explicitly allocated to your service - ☐ No test, dummy, or placeholder numbers are in use - ☐ Overseas numbers are not presented as Australian CLIs 2. SIP trunk configuration - ☐ SIP From, P-Asserted-Identity, and Remote-Party-ID headers are consistent - ☐ Caller ID is not being rewritten mid-call by: - PBX rules - SBC policies - Dial plan manipulation - ☐ Trunk authentication matches the presented CLI 3. PBX and dial plan review - ☐ Outbound routes do not override CLI dynamically unless required - ☐ Dial plans do not rotate caller IDs unnecessarily - ☐ Emergency, service, and main numbers are clearly separated 4. Contact centre and dialler platforms - ☐ Predictive diallers use a fixed, approved CLI set - ☐ AI or automated calling tools do not generate random or synthetic CLIs - ☐ API-based platforms pass validated caller ID fields only 5. Call volume and behaviour - ☐ Outbound call rates align with normal business use - ☐ Sudden spikes or bursts are avoided where possible - ☐ Failed or blocked calls are monitored and investigated 6. Testing and monitoring - ☐ Perform test calls regularly to: - Mobiles - Landlines - Different carriers - ☐ Monitor call failure codes (403, 404, 484, 603) - ☐ Report unexplained failures early 7. Documentation and audit readiness - ☐ Maintain a list of approved caller IDs - ☐ Keep records of number ownership or authorisation - ☐ Document changes to PBX or dialler configurations Key takeaway for contact centres If a caller ID cannot be clearly linked to your service, it may be blocked — even if it worked previously. This is expected behaviour under strengthened anti-scam enforcement. Need assistance? Pickle can assist with: - Caller ID audits - PBX and SIP configuration reviews - Contact centre platform validation - Troubleshooting blocked or failed outbound calls Please contact the Pickle support team for assistance.

Last updated on Feb 06, 2026

💬 Business Messaging Notice: Changes to SMS Sender ID Register and Spam Controls

The Australian Communications and Media Authority (ACMA) has announced major changes to Australia’s SMS Sender ID Register arrangements, effective from July 2025. These changes are designed to reduce scam and spam messaging, improve trust in business communications, and limit the misuse of automated and AI-driven messaging systems. This notice applies only to customers using business SMS and messaging services. What is changing? ACMA is strengthening the rules that govern SMS Sender IDs — the business name or identifier that appears when an SMS is sent instead of a mobile number. The changes include: - Stricter requirements for registering SMS Sender IDs - Enhanced verification of business identity and authorisation - Stronger enforcement powers to suspend or block non-compliant Sender IDs - Increased responsibility on carriers and service providers to prevent misuse The goal is to ensure Sender IDs can no longer be easily impersonated or abused by scammers. How this affects business messaging services If your business sends SMS messages using a branded Sender ID (for example, a company or brand name), these changes mean: - Sender IDs must be valid, registered, and authorised - Unregistered or misleading Sender IDs may be: - Blocked from delivery - Suspended without notice - Permanently removed - Messages sent using unauthorised Sender IDs may not reach recipients Businesses using compliant and approved Sender IDs should experience no disruption. Caller ID and voice services (context) While this announcement focuses on SMS, it aligns with broader industry measures to improve Caller ID integrity across voice and messaging services. These measures target: - Caller ID spoofing - Automated scam and spam traffic - AI-driven messaging and calling bots Legitimate business voice and messaging traffic is not the target of these changes. Impact on AI-driven spam and automated messaging The updated rules significantly reduce the effectiveness of: - AI-generated spam campaigns - Automated bulk messaging using impersonated Sender IDs - Large-scale scam operations relying on false business identities By enforcing stronger identity controls, ACMA aims to protect legitimate businesses while disrupting abusive traffic at scale. What business customers need to do Most business messaging customers do not need to take immediate action. However, if you: - Use branded SMS Sender IDs, or - Send SMS messages as part of customer communications You should ensure: - Your Sender IDs are properly registered and approved - Messaging use complies with Australian spam and consent requirements Pickle will contact customers directly if any action is required. Frequently Asked Questions (FAQ) Does this affect SMS sent from mobile numbers? No. These changes primarily affect branded SMS Sender IDs, not messages sent from standard mobile numbers. Will my existing SMS services stop working? No, provided your Sender IDs are compliant. Non-compliant or unregistered Sender IDs may be blocked or suspended. What happens if a Sender ID is not registered? Messages using an unregistered or unauthorised Sender ID may: - Fail to deliver - Be blocked by carriers - Be permanently removed from service Does this change pricing or SMS plans? No. There are no changes to pricing or SMS plan structures as a result of this announcement. Are marketing messages affected? Yes. All business SMS — including marketing, notifications, and alerts — must comply with Sender ID registration, consent, and spam regulations. Will this reduce scam and spam messages? Yes. These measures are specifically designed to reduce scam activity, including AI-driven and automated spam campaigns that misuse Sender IDs. What if my business uses multiple Sender IDs? Each Sender ID must be properly registered and authorised. Pickle can assist with reviewing or consolidating Sender IDs if required. Will Pickle manage this on my behalf? Pickle works closely with carriers and industry bodies to maintain compliance. Where possible, we will assist customers with registration, validation, or required changes. Our commitment Pickle remains committed to: - Supporting compliant business messaging services - Protecting customers from spam and fraudulent activity - Ensuring legitimate business communications are delivered reliably Need help? If you have questions about SMS Sender IDs, business messaging compliance, or how these changes may affect your services, please contact the Pickle support team.

Last updated on Feb 06, 2026

We're moving to new plans from 1 October 2026

Published: 01/07/2026 From 1 October 2026 we're moving all Business Broadband, Essential Service SIM and Essential Service Line customers onto our current plans. You'll get the same service on a simpler plan with a clear name and up-to-date pricing. The short version - Your service is moving to the new plan that matches what you have today: the same speed, or the same lift and emergency line setup. - New prices apply from 1 October 2026 and will appear on your October invoice. - You don't need to do anything, and there's no change to how your service works. Why we're doing this Over the years our plans have built up under many different names and prices. Moving everyone onto one set of current plans means: - Clearer invoices, with plan names that tell you what you have, e.g. Business Premium – 100 or Essential Service SIM – 4G. - Consistent pricing, so everyone on the same service pays the same price. - Current costs. nbn Co raised its wholesale prices on 1 July 2026, and mobile network costs have also risen this year. Business Broadband Your service moves to the plan matching your current speed. This applies whether your service runs on nbn or Opticomm. | Speed | New plan | Monthly price | | --------- | ----------------------------- | ------------- | | 12 Mbps | Business Starter – 12 | $80.00 | | 25 Mbps | Business Basic – 25 | $100.00 | | 50 Mbps | Business Essential – 50 | $120.00 | | 100 Mbps | Business Premium – 100 | $125.00 | | 250 Mbps | Business Pro Fast – 250 | $149.00 | | 500 Mbps | Business Pro Superfast – 500 | $145.00 | | 1000 Mbps | Business Pro Ultrafast – 1000 | $175.00 | Essential Services: lift, fire panel and intercom lines | If your plan is currently… | Your new plan | Monthly price | | -------------------------------------------------------------- | -------------------------------------- | ------------- | | Essential Service – 4G Mobile | Essential Service SIM – 4G | $33 | | (SIM services with higher data use) | Essential Service SIM – 4G – Data Plus | $37 | | Essential Telephone (In-line UPS), Lift Voice Essential | Essential Service Line – VoIP + UPS | $50.00 | | Essential Voice – nbn Phone, Essential Voice – nbn Fibre Phone | Essential Service Line – nbn Fibre | $50.00 | All prices include GST. On a Telstra copper line? These lines are being phased out. We'll contact you separately about moving your lift or emergency line to an Essential Service Line. What this means for you - Your service: nothing changes. Same speed, same line, same support. - Your invoice: your new plan name and price will appear from your October invoice. - On a fixed-term contract? [Pickle to confirm: whether the price is held for the remaining term, or whether customers can leave without an early termination fee within [X] days.] - Discounts: any existing discount on your account continues to apply. Want to review your plan? This is a good time to check you're on the right plan. Some customers on older 50 or 100 Mbps plans can step up in speed for a small difference in price. Contact us and we'll review your services at no cost. Need help? - Customer portal: go to Account > Support Cases - Phone: 1300 688 588 Mon to Fri 9am to 5pm - Email: [email protected] If you're having trouble paying your bill, please contact us about payment arrangements. See our Financial Hardship Policy. FAQs Will my speed or service change? No. Only your plan name and monthly price change. My internet runs on the Opticomm network. Does this apply to me? Yes. Opticomm services move to the same Business Broadband plan for your speed. Can I choose a different plan? Yes. Contact us or raise a support case and we'll move you to the plan that suits you best. Why is my lift line on a "Business" invoice? Lift, fire panel and intercom lines now appear on your invoice as Essential Service plans, so they're easy to identify.

Last updated on Oct 01, 2026