🇦🇺Australia

Kundenreklamationen und Nacharbeit wegen unklarer Leistungsdokumentation

4 verified sources

Definition

Australian Consumer Law requires that services be provided with due care and skill and match the description made to the client. In design projects, detailed records of tasks completed, time spent, and approvals help demonstrate that the promised service was delivered. Time‑tracking and project tools aimed at creative businesses stress the value of transparent reports that show clients what was done and when, to reduce misunderstandings and disputes.[1][3][7][9]Where records are poor, agencies are often compelled to concede free additional work or partial refunds to maintain the relationship or avoid formal complaints. Industry anecdotes in professional services commonly reference 3–8% of project time spent on unbilled rework linked to miscommunication or unclear scope. For a studio with AUD 500,000 in billings, this equates to AUD 15,000–40,000 in lost productive capacity per year.

Key Findings

  • Financial Impact: Logic-based estimate: 3–8% of annual project effort written off as free rework and goodwill credits. For AUD 500,000/year in billings, this implies AUD 15,000–40,000 in effectively unpaid labour.
  • Frequency: Periodic but recurring; typically spikes after major deliveries or with difficult clients.
  • Root Cause: Time entries lacking detail on tasks and scope; no centralised log of client change requests and approvals; absence of client‑facing reports summarising completed work; reliance on email threads as de facto project record.

Why This Matters

The Pitch: Australian design agencies routinely give away 3–8% of project effort as free rework to resolve disputes about scope and time spent. Structured time tracking with clear task descriptions can cut these concessions, preserving AUD 15,000–40,000 of effort annually for a small studio.

Affected Stakeholders

Agency owners, Project managers, Account managers, Graphic designers

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Financial Impact

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Nicht abrechenbare Stunden durch ungenaue Zeiterfassung

Logic-based estimate: 2–6% of annual billable revenue. For a 10‑designer studio at AUD 150/hour and ~1,050 billable hours per designer, this equals ~AUD 20,000–60,000 per year in non‑billed work.

Verzögerte und fehlerhafte Rechnungsstellung bei Projektarbeit

Logic-based estimate: 2–5% of annual billings lost or discounted due to billing errors and disputes (AUD 20,000–50,000 on AUD 1m revenue), plus implicit financing cost from 15–30 day avoidable invoicing delays (~AUD 2,500–5,000/year at a 6% cost of capital). All amounts in AUD.

Langsame Zahlungseingänge durch unstrukturierte Projektabrechnung

Logic-based estimate: Excess financing cost of ~AUD 6,500 per year for a AUD 1m‑revenue agency running 60‑day instead of 30‑day DSO at 8% cost of capital, plus 10–20% of annual revenue unnecessarily tied up in receivables (AUD 27,000–55,000 of locked working capital).

Ungeplante Überstunden durch schlechte Projektkalkulation

Logic-based estimate: 4–8 percentage points of gross margin lost to untracked project overruns. On AUD 1.5m revenue at 40% target margin, this is ~AUD 60,000–120,000/year in absorbed overtime; realistic prevention via better tracking is ~AUD 30,000–80,000/year.

Fehlentscheidungen bei Preisgestaltung und Ressourceneinsatz mangels Zeitdaten

Logic-based estimate: 3–7 percentage points of gross margin forgone due to mispricing and poor project selection. On AUD 1m in annual revenue, this equates to approximately AUD 30,000–70,000/year.

Copyright Infringement Fines

AUD 10,000+ per infringement (statutory damages under Copyright Act up to AUD 11,000 per work plus legal fees)

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