Swoop Legal
For easy reference, we’ve put all our home and business internet agreements, policies, processes and contract information in one place.
Offers and Promotions
Current Offers
Critical Information Summaries (CIS)
Business Internet
Key Fact Sheets (KFS)
Service Level Agreements (SLA)
Policies and Agreements
Financial Hardship
Wholesale Service Schedules
Forms
Important Links
Use and Agreements
Home Internet
| Document name | Description |
|---|---|
| Standard Form of Agreement | General 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 Terms | Your responsibilities when you use our Swoop Broadband website. |
| Privacy Policy | How we use your personal information. |
| VoIP Acceptable Use Policy | Responsibilities for Voice over Internet Protocol services. |
| Customer Email Policy | How legacy @dcsi customer emails are being managed. |
Business Internet
| Document name | Description |
|---|---|
| Acceptable Use Policy | Business clients responsibilities, including updating personal information, conduct, security and general responsibilities |
| Swoop Business Standard Form of Agreement | General Terms for Business Customers |
| Privacy Policy | How sensitive and personal business data is used. |
Finance and Complaints
Home Internet
| Document name | Description |
|---|---|
| Complaint Handling Policy | Our commitment to do a better job for our customers and complaint process summary. |
| Payment Assistance Policy | Payment assistance when you need it. Depending on your level of urgency we have flexible options that could help keep you connected. Our policy outlines information for you to consider before applying for payment assistance. |
| Credit Management Policy | How you are billed for Swoop Broadband services. |
| Compensation Policy | A summary of your rights and remedies under the law. |
| Hardware Returns Policy | Circumstances when you are eligible for refunds or equipment replacement. |
Business Internet
| Document name | Description |
|---|---|
| Payment Assistance Policy | Help for business clients experiencing financial stress. Depending on your level of urgency we have flexible options that could help keep you connected. Our policy outlines information for you to consider before applying for payment assistance. |
| Complaints Handling Process | Our commitment to do a better job for our business clients and complaint process summary. |
| Billing Policy | How you are billed for your Swoop Business services. |
Advocacy and Representatives
Home Internet
| Document name | Description |
|---|---|
| Consumer Advocate Policy | Nominate a person who can make enquiries on the accountholder’s behalf, but cannot authorise changes. |
| Authorised Representative Policy | Nominate a person who can make changes to the account without the accountholder present. |
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.
| Document name | Promotion end date |
|---|---|
| EOFYS June 2022: Residential and Business | 30/06/22 |
| Business Fibre Incentive + Fixed Wireless Bundle | 30/09/22 |
| Swooperfast T&C’s | 30/12/22 |
| Business Fibre Enterprise Ethernet T&C’s | 31/01/23 |
| Geelong City Offer T&C’s | 30/12/22 |
| Home Fixed Wireless 70/20Mbps offer | 30/06/23 |
| Opticomm offer | 30/06/23 |
| EOFY: nbn® | 12/07/23 |
| EOFY: Fixed Wireless | 12/07/23 |
| Business Fibre $500 or $1000 credit | 31/07/23 |
| Waterford Rise T&C’s | 31/08/23 |
| SAVE5 & SAVE10 T&C’s | 31/10/23 |
| nbn® FAST T&C’s | 31/10/23 |