🇦🇺Australia

Kundenabwanderung durch langsame oder fehlerhafte Rufnummernportierung

2 verified sources

Definition

Local number portability exists to facilitate competition by allowing customers to change providers while retaining their geographic numbers.[2][3][4] Where carriers mishandle LNP—through missed cutover windows, extended outages, or repeated re‑ports—customers experience significant disruption, particularly if the affected numbers are published business contact lines. Even if the port eventually succeeds, the perceived reliability of the provider suffers, increasing the likelihood of subsequent churn or down‑sell at contract renewal. For SMEs and enterprises with multiple lines, a single poor migration can trigger full‑portfolio moves on expiry. If a carrier has AUD 30 million per year in SME/enterprise fixed‑voice revenue and 5–10% of those customers undergo LNP‑related changes annually, and if 10–20% of those with poor porting experiences churn or significantly downscale, the indirect revenue loss can quickly reach into the hundreds of thousands per year.

Key Findings

  • Financial Impact: Quantified (LOGIC): If 3,000 SME/enterprise customers (out of 30,000) experience LNP‑related changes annually and 10% suffer poor porting experiences, that is 300 at‑risk customers. With an average revenue of AUD 5,000 per year each and a 20% incremental churn rate among this group due to dissatisfaction, approx. 60 customers are lost, equating to AUD 300,000 in annual recurring revenue loss, not counting additional down‑sizing from customers who stay but reduce services.
  • Frequency: Recurring; correlates with churn cycles, contract expiries and network migrations.
  • Root Cause: Inadequate communication with customers about porting timelines and risks; insufficient contingency planning for critical numbers; limited monitoring of porting SLAs; manual errors causing avoidable outages.

Why This Matters

The Pitch: Australian 🇦🇺 telcos lose an estimated 1–3% of high‑value business customers annually due to poor number‑porting experiences. Robust, predictable LNP administration improves retention and protects recurring revenue.

Affected Stakeholders

Head of Customer Experience, Account Management / Customer Success Leaders, Head of SME/Enterprise Sales, CFO / Revenue Director

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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.

Evidence Sources:

Related Business Risks

Kostenfehler und Streitigkeiten bei Portierungsentgelten

Quantified (LOGIC): Typical local port administration/activation fees of AUD 20–80 per service; at 10,000 ports per year and a 5–10% mis‑billing or write‑off rate, this implies AUD 10,000–80,000 per year in direct under‑billing plus AUD 100,000–400,000 in delayed/settled receivables for mid‑size carriers. Large incumbents processing 100,000+ ports may see AUD 200,000–500,000+ annual leakage.

Hohe manuelle Abwicklungskosten für Portierungen

Quantified (LOGIC): Assuming an average of 0.3–0.7 hours per simple port and 1–2 hours per complex port at a fully loaded labour cost of AUD 60–90/hour, a carrier processing 10,000 ports per year (70% simple, 30% complex) incurs approximately AUD 250,000–600,000 in manual LNP administration costs annually. Automation that reduces manual time by 40–60% would save AUD 100,000–350,000 per year.

Kosten durch Fehlportierungen und Notfall-Rückführungen

Quantified (LOGIC): At a 2% problematic port rate on 10,000 annual ports (200 problem cases) with AUD 150–250 additional internal remediation cost and AUD 200–500 average customer credits per incident, carriers face approx. AUD 70,000–150,000 per year in direct quality costs. Higher‑value enterprise ports can push this beyond AUD 200,000 annually.

Verzögerter Zahlungseingang durch Portierungsstreitigkeiten

Quantified (LOGIC): For AUD 3 million in annual LNP‑related inter‑carrier charges with 15% in dispute delayed by an additional 90 days, approx. AUD 112,500 of working capital is locked (0.15 × 3,000,000 × 90/360). At a 6–10% cost of capital, this equates to AUD 6,750–11,250 per year in financing cost, plus risk of write‑offs or negotiated discounts of 2–5% of disputed amounts (AUD 9,000–22,500). Total annual drag: roughly AUD 15,000–35,000, higher for larger carriers.

Kapazitätsverluste durch Portierungs-Backlogs

Quantified (LOGIC): If a carrier has AUD 60 million in annual fixed‑voice/access revenue and 40% of this (AUD 24 million) comes from new or migrated services dependent on LNP, and 2% of these deals are lost or materially delayed due to porting backlogs, this equates to approximately AUD 480,000 per year in lost or deferred revenue. Additional short‑term cash impact arises from 3–7 days of delayed billing start dates across successfully ported services.

Fehlende oder fehlerhafte Interconnect‑Erlöserfassung

Logikbasiert: 1–3 % der Access-/Interconnect‑Erlöse; bei einem Carrier mit AUD 200 Mio. relevanten Wholesale‑Umsätzen entspricht das ca. AUD 2–6 Mio. p.a. an nicht fakturierten oder zu niedrig berechneten Access Charges.

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