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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.

Important Links

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
Privacy PolicyHow sensitive and personal business data is used.

Finance and Complaints

Home Internet
Document nameDescription
Complaint Handling PolicyOur commitment to do a better job for our customers and complaint process summary.
Payment Assistance PolicyPayment 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 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
Payment Assistance PolicyHelp 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 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.

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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