Emergency Lift Phone Service Addendum
Pickle Pty Ltd ABN 36 165 711 731 Office 12, 7-9 Churchill Ave, Strathfield NSW 2135 1300 688 588 | [email protected]
Effective Date: 1 April 2026
Table of contents
- 1. About This Addendum
- 2. The Service
- 3. Regulatory Compliance
- 4. Power and UPS Requirements
- 5. Monitoring Centre
- 6. Service Levels and Priority Fault Response
- 7. Testing Obligations
- 8. Access and Installation Requirements
- 9. Limitations and Important Disclosures
1. About This Addendum
1.1 This addendum ("Addendum") forms part of your agreement with Pickle Pty Ltd ABN 36 165 711 731 (trading as "Pickle") and supplements the Pickle Customer Terms published at /legal/customer-terms ("Customer Terms"). Capitalised terms not defined here have the meaning given in the Customer Terms.
1.2 This Addendum applies where Pickle supplies you with an Emergency Lift Phone Service (as defined in clause 2.1).
1.3 To the extent of any inconsistency between this Addendum and the Customer Terms, this Addendum prevails in respect of the Emergency Lift Phone Service.
1.4 Billing, payment, general liability, governing law, and dispute resolution are addressed in the Customer Terms and are not repeated here.
2. The Service
2.1 The Emergency Lift Phone Service is a dedicated telecommunications connection (delivered via SIP/VoIP or PSTN equivalent) that enables a person trapped in a passenger lift to communicate with a monitoring centre. The service is designed to be capable of meeting the technical requirements of AS 1735.12:1999 (Emergency Communications for Lifts, Escalators and Moving Walks).
2.2 Pickle provides:
- (a) the telecommunications connection (SIP trunk or equivalent) between the lift intercom unit and the monitoring centre;
- (b) network provisioning, configuration, and ongoing connectivity management for that connection;
- (c) fault management and priority support as described in clause 6; and
- (d) where expressly included in your Order, 24/7 monitoring centre services as described in clause 5.
2.3 Pickle does not provide (unless separately specified in your Order):
- (a) the physical lift intercom or emergency communication hardware installed in the lift car or motor room;
- (b) cabling, conduit, or in-building wiring beyond the network demarcation point;
- (c) lift maintenance, inspection, or certification services; or
- (d) 24/7 monitoring centre services where those services are not included in your Order (see clause 5.2).
2.4 You are responsible for ensuring all hardware, wiring, and third-party components connected to the service are compatible, correctly installed, and maintained in accordance with applicable standards.
3. Regulatory Compliance
3.1 Pickle's obligations. As a Carrier Service Provider (CSP) regulated by the Australian Communications and Media Authority (ACMA), Pickle will:
- (a) provide the telecommunications connection with the reliability and technical characteristics required for emergency communication use;
- (b) make the disclosures required by ACMA in respect of VoIP-based emergency services connections; and
- (c) notify you as soon as practicable of any planned maintenance or network event that may affect service availability.
3.2 Your obligations. You are responsible for:
- (a) AS 1735.12:1999 — ensuring the overall emergency communication system (hardware, connection, and monitoring) is capable of complying with this standard, and for maintaining records of compliance;
- (b) National Construction Code (NCC) / Building Code of Australia — ensuring the emergency communication system installed in the building meets applicable NCC requirements for passenger lifts;
- (c) State and territory lift safety legislation — complying with all applicable state and territory obligations for lift safety, including registration, inspection, and maintenance requirements under relevant work health and safety legislation (including, without limitation, the Work Health and Safety Act 2011 (NSW) and equivalent legislation in other jurisdictions);
- (d) Certification and records — obtaining and retaining all required certificates, inspection reports, and compliance records relating to the lift and its emergency communication system; and
- (e) Engaging qualified persons — ensuring installation, commissioning, and maintenance of lift intercom hardware is carried out by a qualified lift mechanic or appropriately licensed tradesperson.
3.3 Pickle does not warrant that use of the service alone constitutes compliance with any regulatory or building code requirement. Compliance is a system-level obligation that extends beyond the telecommunications connection.
4. Power and UPS Requirements
4.1 AS 1735.12:1999 and ACMA requirements mandate that emergency communication systems remain operational during a mains power failure.
4.2 You are solely responsible for providing, installing, and maintaining an uninterruptible power supply (UPS) or other approved backup power source of sufficient capacity to keep the emergency communication system (including the lift intercom hardware and any associated network equipment) operational for the minimum period required by the applicable standard at your premises.
4.3 You must test backup power operation at intervals consistent with AS 1735.12:1999 and any applicable state regulations, and maintain records of those tests.
4.4 Pickle is not liable for any failure of the Emergency Lift Phone Service arising from a mains power outage where you have not provided adequate backup power. Such a failure does not constitute a service fault attributable to Pickle.
5. Monitoring Centre
5.1 The Emergency Lift Phone Service must terminate at a 24/7 staffed monitoring centre capable of receiving and responding to emergency calls from persons trapped in a lift.
5.2 Two delivery models apply — your Order will specify which applies:
- (a) Pickle-provided monitoring: Where your Order includes Pickle's monitoring centre service, Pickle will provide or procure a 24/7 staffed monitoring centre as part of the service.
- (b) Customer-arranged monitoring: Where your Order does not include monitoring, you are responsible for engaging a separate 24/7 monitoring centre provider and ensuring the Pickle-provided connection is correctly configured to terminate at that provider. You must provide Pickle with the required termination details before service activation.
5.3 Where monitoring is customer-arranged, Pickle has no responsibility for the availability, responsiveness, or conduct of the monitoring centre provider.
6. Service Levels and Priority Fault Response
6.1 Given the life-safety nature of this service, the following priority fault response commitments apply and supersede any standard support tier referenced in the Customer Terms:
| Priority | Condition | Target Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Service completely unavailable; lift phone unable to connect | 2 hours (24/7) | 8 hours |
| P2 — Major | Service degraded; intermittent connectivity or call quality affecting usability | 4 hours (24/7) | 24 hours |
| P3 — Minor | Non-critical fault; service remains usable | Next business day | 5 business days |
6.2 Response and resolution targets commence from the time Pickle receives a valid fault notification via the priority fault reporting contact specified in your service documentation.
6.3 Response and resolution targets are targets, not guarantees. Pickle will use reasonable commercial efforts to meet them. Targets may be affected by factors outside Pickle's reasonable control, including faults originating with upstream carriers, access delays, or force majeure events.
6.4 You must report P1 faults immediately by telephone to 1300 688 588. Email fault reports alone are not sufficient for P1 priority.
7. Testing Obligations
7.1 AS 1735.12:1999 requires periodic testing of emergency lift communication systems. The following responsibilities apply:
- (a) You are responsible for conducting or arranging periodic end-to-end functional tests at intervals required by AS 1735.12:1999 and any applicable state regulations.
- (b) Pickle will, on reasonable request, provide connection-level test support (e.g. confirming the SIP connection is active and reachable). Requests should be made at least 2 business days in advance.
- (c) You must notify Pickle of any scheduled test that involves placing calls through the service, to avoid the test being treated as a live emergency fault report.
- (d) If a test reveals a fault attributable to the Pickle-provided connection, report it immediately per clause 6.4 (if P1) or through standard fault channels otherwise.
7.2 You must maintain a testing log and make it available to Pickle or any regulatory authority on reasonable request.
8. Access and Installation Requirements
8.1 Installation and maintenance may require access to the lift motor room, MDF room, communications risers, and other restricted areas.
8.2 You must:
- (a) arrange and maintain all necessary access permissions for Pickle and its authorised technicians;
- (b) coordinate access with building management, strata committees, lift maintenance contractors, and any other controlling parties;
- (c) ensure a suitably authorised representative is available or has pre-authorised access on the agreed date;
- (d) notify Pickle of any building access restrictions, security requirements, or contractor induction processes; and
- (e) ensure the work area is safe and meets applicable OHS requirements before Pickle technicians attend.
8.3 Where a site visit is delayed or aborted due to your failure to arrange access, Pickle may charge a failed access fee as specified in your Order or current pricing schedule.
8.4 You must notify Pickle at least 5 business days in advance of any planned works that may affect the telecommunications connection or associated cabling.
9. Limitations and Important Disclosures
9.1 VoIP/IP-based connections. Where the service is delivered over a VoIP or IP-based connection, you acknowledge that:
- (a) the service is dependent on the availability of the underlying IP network and internet infrastructure;
- (b) service quality may be affected by network congestion, latency, or packet loss in ways that do not affect traditional PSTN services;
- (c) the service requires functioning backup power at the premises (see clause 4) — unlike traditional copper PSTN lines, IP-based connections do not receive power from the network; and
- (d) Pickle will provide you with the ACMA-required consumer disclosure regarding VoIP emergency service limitations, and you acknowledge receipt of that disclosure on activation.
9.2 Carrier dependency. The service relies in part on upstream carriers. Pickle will use reasonable efforts to maintain service availability but cannot guarantee uninterrupted service where a fault originates with an upstream carrier or is caused by events outside Pickle's control.
9.3 No warranty of code compliance. Pickle warrants that the telecommunications connection is designed to be capable of supporting compliance with AS 1735.12:1999, but makes no warranty that the overall emergency communication system will satisfy all requirements of that standard, the NCC, or any state lift safety legislation. That responsibility rests with you.
9.4 Critical infrastructure advisory. You acknowledge that this service is installed in a life-safety context. You should maintain a contingency plan for service outages, including notification procedures for building occupants and lift management protocols during any period of service unavailability.
Pickle Pty Ltd ABN 36 165 711 731 | Office 12, 7-9 Churchill Ave, Strathfield NSW 2135 | 1300 688 588 | [email protected]
This Addendum is effective 1 April 2026 and replaces any prior terms specific to Emergency Lift Phone Services.