🇦🇺Australia
Churn from NEMT Booking Friction
2 verified sources
Definition
Health services must handle rejections and suggest alternatives like taxis, causing client attrition.
Key Findings
- Financial Impact: 10-15% annual client churn (2-5% revenue equivalent)
- Frequency: Per rejected booking
- Root Cause: Multi-step authorisation and rejection notifications
Why This Matters
The Pitch: NEMT services in Australia lose 10-20% clients annually to booking friction. Streamlined automation retains revenue from repeat bookings.
Affected Stakeholders
Customer Service, Sales
Deep Analysis (Premium)
Financial Impact
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Current Workarounds
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Methodology & Sources
Data collected via OSINT from regulatory filings, industry audits, and verified case studies.
Related Business Risks
NEPT Licence Non-Compliance Penalties
AUD 5,000-50,000 fines per violation (typical regulatory range)
Unbilled NEPT Trips
2-5% revenue leakage per rejected/unbilled trip batch (industry standard)
Idle Vehicle Capacity from Booking Delays
AUD 500-1,000/month per vehicle (20-40 hours idle at AUD 25/hour)
Unbilled Trip Revenue Loss
2-5% of annual revenue; e.g., AUD 10,000-25,000 for mid-size operator
AUSTRAC AML/CTF Reporting Threshold Breaches
AUD 22,000 minimum civil penalty per breach
STP Phase 2 Payroll Reporting Fines
AUD 330 per failure x 10 payroll events/year = AUD 3,300
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