🇦🇺Australia

Customer Churn from Port Rejections

2 verified sources

Definition

Common rejections (e.g., outdated invoices, address mismatches) lead to abandoned ports, resulting in lost clients during number transfers.

Key Findings

  • Financial Impact: 20-30% churn rate per rejected port (industry logic from repeat submissions)[2][3]
  • Frequency: Per rejected request
  • Root Cause: Manual doc review and SMS PPV timeouts (30 min response window)

Why This Matters

The Pitch: Wireless services in Australia lose 20-30% of porting customers to churn from rejection friction. Automation of doc validation retains revenue.

Affected Stakeholders

Sales, Retention, Customer success

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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

Number Porting Delays

15-25 business days per local port rejection; 7-10 days for mobile[2]

ACMA Porting SLA Breaches

AUD 10,000+ per breach (ACMA civil penalty logic for SLA non-compliance)

TCP Code Credit Assessment Non-Compliance Penalties

AUD 10,000+ per breach in ACMA enforcement penalties; typical investigation costs 20-50 hours/legal fees per incident

Credit Check Failures Causing Lost Sales

2-5% lost post-paid revenue per rejected application; average contract value AUD 1,000+

Fehlkalkulierte Händlerprovisionen durch komplexe Tarif- und Rabattstrukturen

Quantified (LOGIC): Bei einem über Händler abgewickelten Umsatz von AUD 50–100 Mio. p.a. und einer durchschnittlichen Provisionsquote von 8–12 % entstehen Provisionspools von AUD 4–12 Mio. p.a. Bereits 1–3 % Fehlberechnung in manuellen Prozessen verursachen AUD 40.000–360.000 vermeidbare Provisionsüberzahlungen pro Jahr.

Hoher manueller Abrechnungsaufwand für Händlerprovisionen

Quantified (LOGIC): 1–2 FTE x 3–5 Tage/Monat für Provisionsabrechnung und Streitfallbearbeitung = 24–40 Tage/Jahr. Bei ca. AUD 500–700 Vollkosten/Tag resultieren direkte Prozesskosten von etwa AUD 12.000–28.000 p.a., exklusive Opportunitätskosten.

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