Coronavirus (COVID-19) updates from the Australian Government

Fire alarm and lift phone migration

You have 18 months from when your premises is 'ready for service' to switch your monitored fire alarms and lift phones to the National Broadband Network (NBN), before your old services are disconnected. At this time your fire alarm and lift phones will cease to operate.

If you have fire alarms or lift emergency phones at your premises, register your details on NBN Co's fire and lift register or by calling 1800 227 300.

The following information will be needed to register:

  • the monitored fire alarm or lift phone telephone number
  • details of the building location
  • contact details of the person registering.

Detailed information for building owners/managers and industry can be found in the Migration of monitored fire alarm and lift phone services good practice guide. The Guide sets out what parties involved in the migration of monitored fire alarms and lift phones need to do, options for migration paths, and other relevant considerations.

Migration of monitored fire alarm services

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It is the responsibility of building owners, managers and bodies corporate to ensure monitored fire alarm services are operational and comply with relevant regulations. Fire alarm services are safety critical whose non-operation in an emergency situation would pose a serious risk to public safety.

Migration of lift phone services

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It is the responsibility of building owners, managers and bodies corporate to ensure lift phone services are operational and comply with relevant regulations. Lift phone services are safety critical whose non-operation in an emergency situation would pose a serious risk to public safety.

Frequently asked questions

How will the NBN impact my monitored fire alarm and/or lift phone service?

As the NBN rolls out across Australia, it is progressively replacing most of the existing landline networks used for fixed line phone and internet services. Monitored fire alarms and lift phones operating solely over these landline networks will no longer work once the network is disconnected.

It is a building owner’s responsibility to migrate these services to the NBN or an alternative operating platform before the fixed line Disconnection Date for your building.

Migration does not happen automatically. Action needs to be taken:

  • Identify each phone service over which a monitored fire alarm and/or lift phone operates (tips for how to do this can be found here).
  • Register the relevant phone service(s) on the Register or call 1800 687 626.
  • Talk to your service provider about migration options.

I have migrated my phone and/or internet services to the NBN—is that enough?

No. Migrating regular phone and internet services does not mean that services operating over the top of phone lines, such as monitored fire alarms and/or lift phones, will be automatically migrated—you will still need to take action to migrate these services and ensure they are working normally after the migration.

Will my monitored fire alarm and/or lift phone work over the NBN?

The rollout of the NBN will involve new technologies and some existing devices may not be compatible at all times.

Your monitored fire alarm and/or lift service provider can advise whether your device will work when connected to the NBN and, if necessary, what alternative migration solutions are available.

Will devices connected over the NBN work during a power outage?

Services provided over the NBN will not work during a power outage. If you are planning to migrate your monitored fire alarm and/or lift phone service to the NBN, you will need to ensure that you have an alternative communication pathway available. Your monitored fire alarm and/or lift service provider can advise on the most appropriate solution to keep your service working in the event of a power outage.

You can find more information on NBN Co’s Emergencies and Outages page.

Who is responsible for registering/migrating monitored fire alarm and lift phone services?

As a building owner or manager responsible for purchasing the phone line over which the service operates, you are also responsible for registering the service with NBN Co and for taking action to migrate the service.

What support is there for the migration of monitored fire alarm and lift phone services?

Monitored fire alarms and lift phones are safety critical services. There are serious risks to public safety, personal injury and property damage if these services fail to operate in an emergency situation.

The monitored fire alarm and lift service industries, the telecommunications industry, and peak bodies representing the building owner and strata communities are working together to develop migration solutions and communicate the need to migrate these services.

In the first instance, you should register your service’s details online on the Register or by calling NBN Co on 1800 687 626.

How do I migrate my monitored fire alarm and/or lift phone?

Migration does not happen automatically, so it is important that you take action early to migrate your monitored fire alarm and/or lift phone service.

The steps below outline the process for migrating these services:

  1. Talk to your monitored fire alarm and/or lift service provider about what migration options are available.
    • Your telecommunications retail service provider may also be able to explain any alternative services available.
    • By registering with NBN Co, you will receive additional migration advice and assistance. When registering, you will need to provide the FNN (ten digit area code and phone number) associated with the service in order to register it. Information on how to identify the phone number can be found at the next Frequently Asked Question.
  2. Once a migration solution has been identified, you will need to work with your monitored fire alarm and/or lift service provider and telecommunications retail service provider to migrate your service onto the NBN, or an alternative operating platform if your provider advises this is more appropriate.
  3. Cabling work may be required to migrate your service. Check with your monitored fire alarm, lift, or telecommunications retail service provider to see if they are able to arrange this cabling work. If not, you may need to arrange for a registered cabler to undertake this work. The Registered Cablers website has details of registered cablers.
  4. When you have been advised that your service has been migrated, you should contact your monitored fire alarm and/or lift service provider to check everything is working correctly.
  5. Once a successful migration has been confirmed, you should request that your service provider notify NBN Co that the service has been migrated.

How do I find my monitored fire alarm or lift phone number?

There are a number of methods you can follow to try and identify the phone number (10 digits including area code) of your monitored fire alarm and/or lift phone. Your fire alarm monitoring and/or lift service provider may be able to assist with some of these methods.

  • Check your bill or invoice from your telecommunications retail service provider to identify the phone number
    • If there are multiple phone services listed on the phone bill, you may need to dial each phone number to identify the correct number for each lift phone and/or fire alarm.
  • Refer to building owner records to identify the phone number
    • If there are multiple phone services listed in the records, you may need to dial each phone number to identify the correct number for each lift phone and/or fire alarm.
  • Lift phone with keypad
    • Use the keypad to call a mobile device or local phone with a call number display to identify the phone number —please note, this option may not be available if mobile calling has been blocked and/or for silent numbers.
    • Depending on the telecommunications retail service provider, it may be possible to dial a number and have the phone number read back (excluding silent numbers):
      • For Telstra dial 12722 123
      • For Optus dial 1800 652 456.

If you are unable to identify the phone number using the above methods, then you should contact your telecommunications retail service provider, who may be able to assist you.

When do I need to register my monitored fire alarm and/or lift phone service?

NBN Co may be able to provide additional migration assistance for services registered on the Fire and Lift Register.

Why do I have to register my monitored fire alarm and/or lift phone?

The Register is designed to help support the safe migration of monitored fire alarms and lift phones from certain existing fixed line networks.

The Register will enable NBN Co to access important information about these services and contact you about migrating your services, if you have not already taken action to do so.

Remember, it is a building owners' responsibility to migrate building services.

What if I choose not to register my monitored fire alarm and/or lift phone service on nbn’s Fire and Lift Register?

Any service that is not registered will be included in the standard business-as-usual disconnection process. This means the service may stop working after the fixed line Disconnection Date for its rollout area, if it has not been migrated.

What will happen if I do not migrate my monitored fire alarm and/or lift phone service?

Monitored fire alarm and/or lift phone services that are not migrated to the NBN or an alternative communications platform, such as mobile, may stop working after the fixed line Disconnection Date for its rollout area.

There are serious risks to public safety, personal injury and property damage if one or more of these services fails to operate in an emergency situation.

There may also be other considerations for you as building owners/managers if a monitored fire alarm and/or lift phone is inoperable. For example, failure to maintain monitored fire alarm and lift phone services may be a serious breach of obligations under relevant federal, state or territory regulations, building codes, and/or Australian Standards.

Some monitored fire alarms or lift phones currently have two telecommunications paths to meet requirements in relevant standards. If a telecommunications path that runs over existing fixed line networks is not migrated, it will stop working after the fixed line Disconnection Date for its rollout area, leaving only one working telecommunications path. This may mean that the fire alarm and or lift phone will continue to work, but it may not be compliant with relevant standards or regulations.

What information is captured on the Fire and Lift Register?

NBN Co will only collect information that is necessary to help you successfully migrate these services.

This information includes:

  • the phone number(s) of the monitored fire alarm and/or lift phone
  • the address of these services
  • the contact details of the submitter
  • the contact details of the building owner/manager.

The Register has been carefully designed to comply with Australian privacy law. NBN Co's Privacy Policy is available on its privacy page.

How much will it cost to register my monitored fire alarm and/or lift phone service?

Registering services on the Register is free of charge.

Who is responsible for any additional wiring or equipment that is required to migrate a monitored fire alarm or lift phone service?

As the building owners/managers, you are responsible for migrating a service and also responsible for arranging for and covering the costs associated with any additional upgrading of wiring or equipment that may be required to migrate the service(s).

My monitored fire alarm and/or lift phone is mobile/3G/4G. Do I still need to register?

Yes, you should still register your monitored fire alarm and/or lift phone numbers with NBN Co as there may be two telecommunications paths—one with a mobile number and one with a landline phone number.

I have a private lift in my home—do I still have to register and migrate the lift phone?

Yes, any lift phone that uses a phone line will need to be migrated.

You should also contact your lift service provider and your telecommunications retail service provider to discuss the options for migrating your lift phone.

Why do I need to contact my monitored fire alarm provider or lift service provider?

The rollout of the NBN will involve new technologies and some existing devices may not be compatible.

Your monitored fire alarm provider or lift service provider can advise whether your monitored fire alarm or lift phone will work when connected to the NBN and/or, if necessary, what alternative migration solutions are available.

Is registering my building's monitored fire alarm and/or lift phone different from registering my building for other purposes concerning the NBN?

Yes, the Register is a separate process from any other registration of your building with NBN Co. This is because it captures data specific to the phone services supporting your building’s monitored fire alarms and lift phones.

I live/work in a building which has a monitored fire alarm and/or lift phone installed—how do I make sure it is successfully migrated?

The building owner/manager or body corporate is generally responsible for purchasing the phone line(s) over which these services operate and for organising their migration. They are best placed to provide you with updates about the migration of these services in your building.

If you live/work in a building with a monitored fire alarm and/or lift phone service, you are encouraged to contact your building owner or manager to ensure that the services are migrated and registered on the Register.

How do I check if the NBN has been rolled out in my area?

You can check if the NBN is available in your area by visiting NBN Co’s website and entering your address in the ‘check your address’ box on the main landing page.

What is the normal process for migrating to the NBN?

Homes and businesses in the NBN fixed line footprint have a ‘migration window’ of 18 months to move to the new network. The migration window starts when NBN Co declares an area to be Ready For Service. The managed disconnection of the existing landline networks (copper and HFC networks) will commence at the end of the migration window. The date at which managed disconnection starts is known as the Disconnection Date.

To reduce the risk of disruption to your services, you should contact your preferred internet or phone service provider to order an NBN service as early as possible in the migration window.

After a fixed line area passes its Disconnection Date, the existing landline networks will be switched off. Any fixed line phone and internet services that you do not migrate before this date will stop working, unless they are subject to a specific exemption.

If you choose not to connect to the NBN you will need to consider using an alternative communications platform, such as a mobile network.

Where can I find out more information?

If you have a query that isn’t answered on this page, you can contact our Consumer Broadband Services Team.