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 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
Service Level Agreement	Service response commitments for business customers
Privacy Policy	How sensitive and personal business data is used.

Business Voice

Document name	Date added
VoIP Informed Consent Application	19/10/23
VoIP Porting Consent Authorisation	19/10/23
VoIP CSG Waiver	19/10/23

Wholesale Service Schedules

Document name	Description
Master Services Agreement
IP Transit
Ethernet Access
Direct Internet Access (DIA)

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.
Financial Hardship Policy	Help for customers experiencing financial stress.
Billing Policy	How you are billed for Swoop Broadband services.
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
Financial Hardship Policy	Help for business clients experiencing financial stress.
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.

Business Internet

Document name	Description
Swoop Business Authorised Representative Form	Nominate 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 name	Date added
Swoop Fixed Wireless	03/10/22
nbn® Fixed Line	22/05/23
nbn® Wireless	03/04/23
Opticomm	03/04/23
Voice over IP (VoIP)	04/04/23

Business Internet

Document name	Date added
Swoop Business Enterprise-Ethernet	04/04/23
Swoop Business Fixed Wireless	03/10/22
Swoop Business nbn® Fixed Line	18/10/23
Swoop Business nbn® Wireless	04/04/23

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 name	Date added
Goyder Connect Plan Range	04/10/21
In2it Plan Range	04/10/21
Kangaroo Island Plan Range	04/10/21
Pinaroo Plan Range	04/10/21
South East Plan Range	04/10/21

Key Fact Sheets

Home Internet

Document name	Date added
Swoop Fixed Wireless	26/10/23
nbn® Fixed Line	26/10/23
nbn® Wireless	26/10/23
Opticomm	26/10/23

Business Internet

Document name	Date added
Swoop Business Enterprise-Ethernet	20/03/23
Swoop Business Fixed Wireless	26/10/23
Swoop Business nbn® Fixed Line	22/05/23
Swoop Business nbn® Wireless	19/12/22

Forms

Document name	Description
Direct Debit Agreement	To set up an automatic direct debit (from a bank account).
Changing owners	To change the name on an account with us.
VoIP port authority, customer service guarantee waiver and informed consent	To sign up to VoIP service (phone access via the internet) with us.

Business Internet

Document name	Description
Swoop Business Authorised Representative Form	Nominate a person who can make changes to the business account.

Offers and Promotions

Current offers

Document name	Promotion end date
30 money-back guarantee	Indefinite
Tattarang Perks	Indefinite
nbn® Fibre Upgrade	Indefinite
Swoop Perks: Partner	Indefinite
Swoop Perks: Consumer	Indefinite
nbn® Business T&C’s	31/12/23
Black Friday	31/12/23

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.

Past Offers

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
Swoop & Zoos SA giveaway	04/09/23
SAVE5 & SAVE10 T&C’s	30/09/23
nbn® FAST T&C’s	30/09/23

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