Energy Retailer Family Violence Affected Customer Record

Energy retailer account records that identify a customer as affected by family violence under Part 3A of the National Energy Retail Rules (rules 76A-76M): the account identification made under rule 76C, the preferred or safe method of communication the retailer must record under rule 76H(4), instructions not to disclose affected customer information (rule 76G) to a current or former joint account holder, and assistance notes such as fee or debt waivers, payment plans, hardship program entries and disconnection holds considered under rule 111(2A). Complements the sector-neutral au-dfv-* classifiers with energy account structure (NMI, MIRN, customer/account number, supply address).

Type: regex
Engine: boost_regex
Confidence: medium
Confidence justification: Medium: "affected customer" is the defined Part 3A term, but every retailer must publish a family violence policy (rule 76A) and the AER and AEMC publish guidance using the same words, so enforce tiers need populated account or protection-action fields and a policy/guidance exclusion. Retailer CRM field labels (for example the wording of an internal family violence flag) are not published and are unverified, so the account and action fields are generic labelled-value shapes. 85/75 are heuristic evidence tiers, not measured accuracy; test values are synthetic.
Jurisdictions: au
Regulations: National Energy Retail Rules, Privacy Act 1988 (Cth), Information Privacy Act 2009 (Qld)
Frameworks: QGISCF
Data categories: pii, energy
Scope: narrow
Risk rating: 10
Platform compatibility: Purview: Compatible, GCP DLP: Compatible, Macie: Compatible, Zscaler: Compatible, Palo Alto: Degraded, Netskope: Unsupported

Pattern

(?i)\b(?:affected\s+customers?|(?:affected\s+by|experiencing|impacted\s+by|victim(?:-survivor)?\s+of)\s+(?:domestic\s+(?:and\s+family\s+)?|family\s+)violence|(?:domestic\s+(?:and\s+family\s+)?|family\s+)violence\s+(?:flag|indicator|alert|marker|customer|account|note|case)|(?:DFV|FV)\s+(?:flag|indicator|alert|marker|customer|account|note|case))\b

Corroborative evidence keywords

affected customer, family violence, preferred method of communication, joint account holder, hardship, payment plan, disconnection, NMI, domestic violence, domestic and family violence, family and domestic violence, intimate partner violence, [object Object], [object Object], coercive control, financial abuse, technology-facilitated abuse, non-fatal strangulation, strangulation, threats to kill (+60 more)

Proximity: 300 characters

Should match

Account note - affected customer (family violence) Customer number: 7704412893 NMI: 3120987654 Safe contact method: SMS to mobile only Do not disclose any account details to joint account holder Jordan Teston. Late payment fees waived: $48.50 Disconnection hold: applied until 30/11/2026. Electricity retailer hardship team notified. — Flagged account with customer number, NMI, safe contact, joint-holder instruction and waiver (85 tier)
Customer affected by family violence Account holder: Casey Teston Supply address: 8 Sandpiper Court, Mackay QLD 4740 Payment plan: $20 per fortnight Do not discuss the account with the former partner. Gas and electricity accounts both updated. — Account holder, supply address and payment plan on gas and electricity accounts (85 tier)
FV flag set on account - customer experiencing family violence. Preferred method of communication: email to personal address only — Flag with recorded preferred communication method under 76H(4), no account field (75 tier)
Affected customer identified 12/09/2026. Account number: AC-5581-2207. Customer asked that she not have to repeat her story. — Account identification under 76C with an account number only (75 tier)

Should not match

Our family violence policy is published on our website. If you are an affected customer we will not disclose your information to a joint account holder, and we will agree a safe method of communication with you. — Retailer's published family violence policy (rule 76A decoy, 65 only)
Family Violence Rules: Guidance for Energy Retailers. Under the National Energy Retail Rules a retailer must keep a record of the preferred method of communication for an affected customer. Preferred contact method: SMS — AER guidance with an illustrative field, suppressed by the guidance exclusion
Affected customer: [Y/N] Account number: __________ Preferred contact method: <select> Joint account holder: __________ — Blank CRM template (65 only)
The AEMC's 2022 rule requires energy retailers to protect customers affected by family violence, including waiving late payment fees and not requiring documentary evidence. — Rule-change news (65 only)
If you are experiencing family violence, support is available 24 hours a day from 1800RESPECT and your local DV service. Your energy retailer can also help. — Support-services information (rule 76J decoy, 65 only)

Known false positives

Published retailer family violence policies (required by rule 76A) and support-service lists (rule 76J). Mitigation: Policies describe protections without populated fields; the exclusion group also suppresses text containing "published on our website" or "this policy".
AER guidance, AEMC rule papers and the National Energy Retail Rules. Mitigation: Guidance exclusion group; enforce tiers require populated account or protection-action fields.
Sector-neutral DFV case notes (housing, health, police) that mention an address. Mitigation: Those can reach 75 through the address field; the 85 tier needs energy-account evidence. The au-dfv-confidential-address and au-dfv-case-record-disclosure classifiers cover the non-energy cases.