1. How Telecommunications Is Regulated in Australia
Australian telecommunications customers are protected by legislation, by industry codes, and by an independent ombudsman. This page explains who does what, and how to reach each of them.
SIP Connect is registered with the Australian Communications and Media Authority as a carriage service provider, is a member of the Telecommunications Industry Ombudsman scheme, and operates under the Telecommunications Consumer Protections (TCP) Code developed by Communications Alliance.
Start with us
Whatever the issue, the fastest resolution is usually a call to our Australian-based team on 1300 747 266. The escalation paths below are always available to you as well.
2. Telecommunications Industry Ombudsman (TIO)
The TIO is a free and independent dispute resolution service for residential and small business customers of Australian phone and internet providers. It is not a regulator and it does not represent either side — it helps resolve individual disputes fairly.
2.1 What the TIO can help with
- Complaints about a service, a fault or a delay in connection.
- Billing and credit management disputes.
- Complaints about the handling of a complaint.
- Disputes about contract terms and cancellation charges.
2.2 How to contact the TIO
| Channel | Detail |
|---|---|
| Phone | 1800 062 058 |
| Website | tio.com.au |
| Post | PO Box 276, Collins Street West, Melbourne VIC 8007 |
| Interpreter | 131 450 (Translating and Interpreting Service) |
| National Relay Service | accesshub.gov.au |
2.3 What to have ready
- Your account details and the service the complaint relates to.
- Our complaint reference number, if you have one.
- A short summary of what happened and what outcome you are seeking.
You may contact the TIO at any time. We ask for the chance to resolve your complaint first — it is usually faster, and the TIO also expects that the provider has had an opportunity to respond.
Back to top ↑4. Communications Alliance
Communications Alliance is the peak industry body for the Australian communications sector. It develops the codes and standards that providers operate under, in consultation with consumer representatives and the ACMA.
4.1 Codes most relevant to your service
| Code or standard | What it covers |
|---|---|
| Telecommunications Consumer Protections (TCP) Code | Advertising, contract information, billing, credit and debt management, financial hardship, complaint handling and changing providers. |
| Local Number Portability and Mobile Number Portability codes | The rules and timeframes for moving your numbers between providers. |
| Reducing Scam Calls and Scam SMs Code | Obligations on providers to identify, trace and block scam calls. |
| Emergency Call Service requirements | How calls to 000 are handled and how location information is provided. |
| Complaint Handling standard | Minimum requirements for how providers must receive and manage complaints. |
Codes are published at commsalliance.com.au. Registered codes are enforceable by the ACMA.
Back to top ↑5. Emergency Calling Information
Calls to 000 can be made from SIP Connect voice services. Because those services are delivered over the internet, they behave differently to a traditional fixed line, and everyone in your business should understand the following.
5.1 Power outages
Your phones, network equipment and internet connection all need power. In a power failure at your premises, your service will not work unless you have battery backup for all of that equipment. A traditional analogue line drew power from the network; an internet-based service does not.
5.2 Internet dependency
If your internet connection is down, calls cannot be made or received from your handsets. We can configure automatic diversion of your numbers to mobiles or another site so that inbound calls keep flowing, but outbound calls from handsets will not be possible until the connection is restored.
5.3 Location information
When you call 000, the emergency operator may receive the service address registered against your account. That address may not be where the call is actually being made from — for example if a handset or a softphone is used at another site, from home, or while travelling. Always be prepared to state your exact location to the operator.
Keep an alternative available
Every business should keep a charged mobile phone available as an alternative way to call 000. It is the simplest protection against a power or internet outage.
5.4 Your responsibilities
- Tell us immediately when a site address changes, or when you add a location.
- Make sure staff know that emergency location information may be based on the registered address.
- Consider battery backup for your router, switch and handsets at critical sites.
- Consider a backup internet service where continuity of calling matters.
- Make sure staff know how to call 000 from a mobile if the service is unavailable.
5.5 Other emergency and assistance numbers
| Number | Purpose |
|---|---|
| 000 | Police, fire and ambulance — the primary emergency number in Australia. |
| 112 | An international standard emergency number that works from mobile handsets in Australia and connects to 000. |
| 106 | Text-based emergency service for people who are deaf, or have a hearing or speech impairment, using a TTY. |
| 132 500 | State emergency services — storm and flood assistance. |
| 1800 022 222 | Healthdirect — free 24-hour health advice. |
6. Priority Assistance
Priority assistance is a service for residential customers with a diagnosed life-threatening medical condition, provided by the designated provider under its licence conditions. SIP Connect supplies business services only and does not offer priority assistance.
If someone at your premises has a life-threatening medical condition and relies on a telephone service, please tell us so we can discuss appropriate arrangements, and consider maintaining a service with a provider that offers priority assistance.
Back to top ↑7. Our Compliance Position
| Item | Detail |
|---|---|
| Legal entity | U.B.R. Pty Ltd t/a SIP Connect |
| Registered address | Level 4, Suite 2, Greensborough Plaza, 25 Main St, Greensborough VIC 3088 |
| Regulator | Registered with the Australian Communications and Media Authority |
| External dispute resolution | Member of the Telecommunications Industry Ombudsman scheme |
| Industry codes | Telecommunications Consumer Protections (TCP) Code and associated Communications Alliance codes |
| Privacy | Bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles |
| Support location | Australian-based support; customer service is never outsourced offshore |
8. Contact Information
| Organisation | Contact |
|---|---|
| SIP Connect | 1300 747 266 | www.sipconnect.com.au |
| SIP Connect complaints | feedback@sipconnect.com.au |
| Telecommunications Industry Ombudsman | 1800 062 058 | tio.com.au |
| Australian Communications and Media Authority | acma.gov.au |
| Communications Alliance | commsalliance.com.au |
| Office of the Australian Information Commissioner | 1300 363 992 | oaic.gov.au |
| Emergency services | 000 |
Frequently Asked Questions
Can I call 000 from my SIP Connect phone?
Yes. Be aware that the service depends on power and your internet connection, and that the operator may see your registered service address rather than your actual location.
What happens to my phones in a blackout?
They will not work unless your handsets, network equipment and internet connection have battery backup. We recommend keeping a charged mobile available.
Who regulates SIP Connect?
The Australian Communications and Media Authority regulates telecommunications providers. We are also a member of the Telecommunications Industry Ombudsman scheme and operate under Communications Alliance industry codes.
Do you offer priority assistance?
No — priority assistance is a residential service offered by the designated provider. We supply business services. Tell us if someone at your premises relies on a phone for a life-threatening medical condition so we can discuss suitable arrangements.
What is a Critical Information Summary?
A short, standard-format summary of a plan's key information — what you get, what it costs, and how to contact us. We publish one for each of our standard plans.