Line separation under the Safe Connections Act
How do we separate a survivor's line from a shared account within the time the Safe Connections Act requires, with the requester's details kept from the account holder?
Run the separation as a protected case on a two-business-day clock. When a survivor requests a line separation, Callvu takes the request on a secure screen in a channel the account holder cannot see, classifies it (the survivor's own line, a line used by a person in their care, the survivor leaving the account or the abuser leaving), accepts the verification the Act allows (a signed statement under penalty of perjury, or a court order or a licensed professional's or a victim services provider's statement where offered), chases nothing more than the Act permits, routes an ineligible or technically infeasible request to the specialist desk in the Decision Desk, separates the line into a new account in the BSS, the system of record, within two business days with the number kept, waives the fees and the penalties the Act prohibits, keeps the survivor's details and the request out of the account holder's view, and offers the emergency communications support the rules provide. Live at AT&T.
Live at AT&TComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back
Last updated November 7, 2026.
The problem today
The survivor was told the primary account holder would have to approve the change, which is the one person the law says must not know.
A phone line on a shared family plan is a tether: the account holder sees the usage, controls the number and can cut the service. A survivor of domestic violence who wants to leave the account was, until the Act, told to get the holder's consent, to pay the early termination fee and the device balance, or to lose the number. The carrier's process was built for consensual transfers.
The Safe Connections Act and the FCC's line separation rules require covered providers to separate a line within two business days of a request, without the account holder's consent, without fees or penalties, with the survivor keeping the number, with only the verification the rules list, and with the request and the survivor's details withheld from the account holder; the provider must also treat the survivor's eligibility for the emergency communications support and keep the records confidentially. The requester is in danger; the process must be fast, private and complete.
Two business days, no consent, no fees, no trace: that is the rule, and the process should be nothing else.
How it runs
From the requestto the system of record.
A survivor requests a line separation in a protected channel (a dedicated secure web form, the app without the account holder's visibility, a trained specialist line, or a store). Callvu opens the protected case.
- Survivor (the requester)
- Requests on a secure screen, provides the statement or the document the Act allows, and receives the confirmation through a contact of their choosing.
- Specialist desk
- Decides ineligible or infeasible requests and infeasibility notices in the Decision Desk.
- Callvu
- Takes the protected request, classifies, verifies within the Act, chases only what is allowed, routes, separates in the BSS on the clock, waives fees, hides the request and offers the support.
Take and classify the request
The request is taken on a secure screen in a channel the account holder cannot see, with the survivor's chosen contact for all communications; it is classified: separation of the survivor's own line (and the lines of people in their care) into a new account, or removal of the abuser's line from the survivor's account; the lines, the numbers and the devices are identified, and nothing about the request is written where the account holder could see it.
Chase and verify within the Act
The verification is only what the rules allow: the survivor's statement under penalty of perjury that they or a person in their care is a survivor, or alternatively a court order, a police report, a licensed professional's statement or a victim services provider's statement; the identity of the requester as a user of the line is confirmed by the means the rules permit; no further proof, no account holder contact and no fee is required; a missing statement is chased through the survivor's chosen contact.
Decide
An eligible, technically feasible request proceeds by rule; a request the rules do not cover (a line the requester does not use, a provider not covered), a technical infeasibility (which the rules require to be noticed to the survivor with an explanation and alternatives), a device financing question, or a request that conflicts with another protected request goes to the specialist desk in the Decision Desk with the case and only the allowed outcomes (separate, separate with the alternative, notice the infeasibility with reasons, or decline as outside the rules with the reasons and the complaint path).
Separate, write back and protect
Within two business days of the request, the line (and the lines in the survivor's care) is moved to a new account in the survivor's name in the BSS, the system of record, with the number kept, the early termination fees and the separation penalties waived, the device financing handled under the rules (the survivor may keep the device with the balance assigned as the rules allow), the survivor's new credentials set through a path the holder cannot see, the confirmation sent to the chosen contact, the emergency communications support (the Lifeline program eligibility the Act provides for six months) offered, the account holder's view of the line removed, and the request's records kept confidentially for the period the rules require and then deleted.
Where it ends: The survivor's line was separated within two business days with the number kept, no consent sought and no fees charged, the verification limited to what the Act allows, the request kept from the account holder, and the support offered. The Decision Trace shows the classification, the verification and any decision; the Audit Trace shows the request, the separation and the confirmation with time, held confidentially.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A secure web form, the app in a protected mode, a trained specialist line or a store; all communications go to the survivor's chosen contact.
The back office
The specialist desk decides only infeasibility and out-of-scope requests; the separation runs by rule; no other team sees the request.
The Decision Desk
- A request outside the rules, a technical infeasibility, a device financing question or a conflicting protected request goes to the specialist desk in the Decision Desk with the case and only separate, separate with the alternative, notice the infeasibility, or decline with reasons and the complaint path.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Does the account holder have to agree?
No. The Act prohibits requiring the account holder's consent, and the rules prohibit any communication to the holder about the request; the process keeps the request out of their view.
What proof is required?
Only what the Act lists: the survivor's statement under penalty of perjury, or alternatively a court order, a police report or a licensed professional's or victim services provider's statement; nothing more, and no fee.
How fast is the line separated?
Within two business days of the request, with the number kept, the fees waived and the new account's credentials set through a path the holder cannot see.
Related processes
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