Telco Domestic, Family and Sexual Violence Affected Person Record

Telecommunications provider account records that identify a customer or end-user as an "affected person" under the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (F2025L00664). Covers the agreed communication method recorded under s 10, the privacy, safety and security protections put on the account under ss 11-12 (PIN or password, verification code to a safe number or email, a new account not linked to the perpetrator), holds on and urgent reversal of a service limiting action under s 13, non-disclosure instructions under ss 25 and 27, privacy breach notifications to the affected person and the ACMA under s 29, and the record of the type of evidence sought, provided and sighted under ss 14 and 30-31. Most of the Standard commenced on 1 January 2026 (1 April 2026 for small providers); some provisions commenced on 1 July 2025. This is the telco counterpart of au-energy-family-violence-customer-record, with telco account structure (account or customer number, service or mobile number, MSISDN).

Type: regex
Engine: boost_regex
Confidence: medium
Confidence justification: Medium: "affected person", "agreed communication method" and "service limiting action" are the defined terms of F2025L00664, but the Standard, ACMA guidance and every provider's published DFV statement (s 17) use the same words, and "affected person" is also used outside DFV. Enforce tiers therefore need a populated telco account or protection-action field, and a standard/policy exclusion. Provider CRM field labels (for example the wording of a DFV 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: Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (Cth), Telecommunications Act 1997 (Cth), Privacy Act 1988 (Cth), Information Privacy Act 2009 (Qld)
Frameworks: QGISCF
Data categories: pii, contact-information
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+persons?|(?:customer|consumer|end-user|account\s+holder)\s+(?:is\s+)?(?:affected\s+by|experiencing|impacted\s+by)\s+(?:domestic|family|sexual|DFV|DFSV|FV)|(?:DFV|DFSV|FDV|FV|(?:domestic\s+(?:and\s+family\s+)?|family\s+)violence)\s+(?:flag|indicator|alert|marker|account|note|case)|service\s+limiting\s+action)\b

Corroborative evidence keywords

affected person, agreed communication method, service limiting action, perpetrator, safe number, verification code, authorised representative, mobile, domestic violence, family 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 (+60 more)

Proximity: 300 characters

Should match

Account note - affected person (DFV) Account number: 30071188452 Service number: 0412 555 781 Agreed communication method: SMS only, weekdays 10am-2pm Account PIN added; verification code to safe email only. Do not disclose any account details to the former partner Jordan Teston. Evidence sighted: DVO copy, not retained. Postpaid mobile plan. — Flagged postpaid account with account and service numbers, agreed communication method, PIN, non-disclosure and evidence-type record (85 tier)
DFSV flag added 14/01/2026 - customer is an affected person. MSISDN: 61412998004 Disconnection reversed 14/01/2026 at customer request (safety risk). Credit management hold: applied until 15/02/2026 Replacement SIM issued in store. — Urgent reversal of a service limiting action and credit-management hold on a mobile service (85 tier)
Privacy incident - affected person Customer number: 99102837 Mobile number: 0421 330 118 New address disclosed to former partner by a store agent on 04/05/2026. ACMA notified: 06/05/2026 Affected person notified: 06/05/2026 by email Prepaid mobile service. — Section 29 privacy breach notification record with customer and mobile numbers (85 tier)
Customer identified as an affected person on 02/03/2026. Agreed communication method: email to personal address only, no calls — Affected person identification with an agreed communication method and no account field (75 tier)
DFV flag - account number: 8820194473. Customer asked not to be transferred between teams again. — DFV account flag with an account number only (75 tier)

Should not match

affected person means an individual who is a consumer and who identifies as someone who is, or may be, experiencing domestic and family violence. A provider must keep a record of the type of evidence that was sought, provided and sighted by the provider. — Text of the Industry Standard 2025 (definition and s 30 record-keeping wording), 65 only
Our DFV statement. If you are an affected person we will agree a safe communication method with you, will not disconnect your mobile service while you get help, and will never ask you to deal with the perpetrator. Call 1800RESPECT for support. — Provider's published DFV statement required by s 17 (decoy, 65 only)
DFV flag: [Y/N] Account number: __________ Service number: __________ Agreed communication method: <select> Evidence sighted: __________ — Blank CRM template (65 only)
The ACMA's Action on telco consumer protections report found that 12 providers had not trained frontline staff to help an affected person experiencing domestic and family violence. — ACMA compliance report / news (65 only)
Training example: an affected person calls to ask for a new account. Agreed communication method: SMS. Service number: 0412 345 678. Discuss the options in the DFV procedure. — Staff training scenario, suppressed by the template exclusion

Known false positives

The Industry Standard 2025, ACMA guidance and compliance reports, and industry guidelines, which use every defined term. Mitigation: Standard/policy exclusion group ("this industry standard", "a provider must", "Action on telco consumer protections", "Communications Alliance"); enforce tiers need populated account or protection-action fields that legislation and guidance do not carry.
Provider DFV statements and DFV policies that every provider must publish (ss 17 and 19). Mitigation: Exclusion on "DFV statement", "our DFV policy" and "published on our website"; published statements describe protections without populated fields.
Non-telco records using "affected person" (for example a DVO recording the affected person, or an insurance claim) that also carry an account number. Mitigation: These can reach 75. The 85 tier needs both an account and a protection-action field plus telco evidence. Protection orders are covered by au-dfv-protection-order and energy accounts by au-energy-family-violence-customer-record.