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Swoop Legal

For easy reference, we’ve put all our home and business internet agreements, policies, processes and contract information in one place.

Policies

Use and Agreements

Home Internet
Document nameDescription
Standard Form of AgreementGeneral Terms for Residential Customers.
Terms of Service (SA)General Terms for South Australian customers.
Acceptable Use Policy Your customer responsibilities, including updating personal information, conduct, security and general responsibilities.
Website Use TermsYour responsibilities when you use our Swoop Broadband website.
Privacy PolicyHow we use your personal information.
VoIP Acceptable Use PolicyResponsibilities for Voice over Internet Protocol services.
Customer Email PolicyHow legacy @dcsi customer emails are being managed.
Business Internet
Document nameDescription
Acceptable Use PolicyBusiness clients responsibilities, including updating personal information, conduct, security and general responsibilities
Swoop Business Standard Form of AgreementGeneral Terms for Business Customers
Service Level AgreementService response commitments for business customers
Privacy PolicyHow sensitive and personal business data is used.
Business Voice
Document nameDate added
VoIP Informed Consent Application19/10/23
VoIP Porting Consent Authorisation19/10/23
VoIP CSG Waiver19/10/23
Wholesale Service Schedules
Document nameDescription
Master Services Agreement
IP Transit
Ethernet Access
Direct Internet Access (DIA)

Finance and Complaints

Home Internet
Document nameDescription
Complaint Handling PolicyOur commitment to do a better job for our customers and complaint process summary.
Financial Hardship PolicyHelp for customers experiencing financial stress.
Billing PolicyHow you are billed for Swoop Broadband services.
Credit Management PolicyHow you are billed for Swoop Broadband services.
Compensation PolicyA summary of your rights and remedies under the law.
Hardware Returns PolicyCircumstances when you are eligible for refunds or equipment replacement.
Business Internet
Document nameDescription
Financial Hardship PolicyHelp for business clients experiencing financial stress.
Complaints Handling ProcessOur commitment to do a better job for our business clients and complaint process summary.
Billing PolicyHow you are billed for your Swoop Business services.

Advocacy and Representatives

Home Internet
Document nameDescription
Consumer Advocate PolicyNominate a person who can make enquiries on the accountholder’s behalf, but cannot authorise changes.
Authorised Representative PolicyNominate a person who can make changes to the account without the accountholder present.
Business Internet
Document nameDescription
Swoop Business Authorised Representative FormNominate a person who can make changes to the business account.

Critical Information Summaries

Critical Information Summaries include specific policies and pricing for our services and products.
Home Internet
Document nameDate added
Swoop Fixed Wireless03/10/22
nbn® Fixed Line06/02/24
nbn® Wireless03/04/23
Opticomm03/04/23
Voice over IP (VoIP)04/04/23
Business Internet
Document nameDate added
Swoop Business Enterprise-Ethernet04/04/23
Swoop Business Fixed Wireless03/10/22
Swoop Business nbn® Fixed Line06/02/24
Swoop Business nbn® Wireless04/04/23
Our critical information summary includes information for our current products & services, as well as historical information dating back to 1 September 2012.
South Australian Critical Information Summaries
Document nameDate added
Goyder Connect Plan Range04/10/21
In2it Plan Range04/10/21
Kangaroo Island Plan Range04/10/21
Pinaroo Plan Range04/10/21
South East Plan Range04/10/21

Key Fact Sheets

Home Internet
Document nameDate added
Swoop Fixed Wireless26/10/23
nbn® Fixed Line06/02/24
nbn® Wireless26/10/23
Opticomm26/10/23
Business Internet
Document nameDate added
Swoop Business Enterprise-Ethernet20/03/23
Swoop Business Fixed Wireless26/10/23
Swoop Business nbn® Fixed Line06/02/24
Swoop Business nbn® Wireless19/12/22

Forms

Document nameDescription
Direct Debit AgreementTo set up an automatic direct debit (from a bank account).
Changing ownersTo change the name on an account with us.
VoIP port authority, customer service guarantee waiver and informed consentTo sign up to VoIP service (phone access via the internet) with us.
Business Internet
Document nameDescription
Swoop Business Authorised Representative FormNominate a person who can make changes to the business account.

Offers and Promotions

Current offers
Document namePromotion end date
30 money-back guaranteeIndefinite
Tattarang PerksIndefinite
nbn® Fibre UpgradeIndefinite
Swoop Perks: PartnerIndefinite
Swoop Perks: ConsumerIndefinite
nbn® Business T&C’s14/05/24
Swoop UC T&C’s31/03/24
Swoop SUMMER T&C’s14/05/24
Fixed Wireless 25OFF30/06/24

Telecommunications Protection Code (TCP)

Our services are provided with our commitment to compliance with the Telecommunications Consumer Protections (TCP) Code, which is a comprehensive code of practice for the telecommunications industry. Consumers rights are protected by a set of rules that cover the obligations of retail telecommunications service providers in relation to billing, contracts, advertisements complaint resolution, and more. Further information.

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