Why are NDIS Providers losing money: No Digital Accessibility.
Ever thought about needing support but being unable to access the information you need. You try to fill out a form, however the website won’t work with your screen reader (What is a screen reader). You try to call for assistance, and no one picks up. You search for an email address. However, it’s hidden under pages of irrelevant content. Frustrating isn’t it? This is normal for many people trying to access services through National Disability Insurance Scheme (NDIS) providers.
For people with disabilities, finding a provider who meets their needs should be easy. Yet, inaccessible websites, hard-to-use forms, and unresponsive customer service make it unnecessarily hard. Even if another person suggests a provider there is always the need to do your own research. After all, what works for one participant won’t necessarily work for another. NDIS providers who fail to make their services accessible are losing customers, and, more importantly, losing money.
Lost Clients, Lost Money
When people struggle to access information, they don’t wait around They move on. If a NDIS provider’s website is confusing, slow, or not designed with accessibility in mind, potential clients will find another provider. In the competitive NDIS sector, accessibility is a key factor in attracting and retaining clients.
Common accessibility barriers include:
- Websites that don’t work with assistive technology, such as screen readers
- Online forms that are difficult to complete using only a keyboard
- Contact details that are hard to locate
- Poor website structure, making navigation confusing or frustrating
- Poor choice of words that are not explained.
- Too many words used to explain the service.
- Poor select of font types and sizes that makes the words hard to distinguish.
In other words, information is not being provided in a way that the participant can access.
When a potential client encounters these issues, they may feel that the provider is not serious about disability support. Trust is essential in the NDIS sector, and a provider who appears inaccessible from the start risks losing business before even engaging with clients.
The Financial Impact of Inaccessibility
Inaccessibility doesn’t just lead to a few lost clients—it can mean significant revenue loss. The NDIS is a multi-billion-dollar sector, providing funding to eligible participants who require disability services. Providers who fail to make their services accessible are missing out on opportunities to secure funding and grow their business.
A 2020 study (World Economic Forum) found that businesses focusing on accessibility can increase their customer base by up to 20%. The reason is simple. Accessibility benefits everyone. Clear, well-structured, and user-friendly websites attract more visitors, while easy-to-use contact options encourage potential clients to take action.
Beyond losing clients, inaccessibility can result in legal risks. Regulations regarding digital accessibility are becoming stricter, and complaints about inaccessible services can lead to penalties or damage to a provider’s reputation. In contrast, providers who prioritize accessibility can enhance their credibility and attract more customers.
The Cost of Fixing Accessibility Issues
Some providers are scared to invest in accessibility improvements, as they feat the possibility of high costs. However, the long-term benefits far outweigh the expenses. Many accessibility fixes are straightforward and relatively inexpensive, such as:
- Using clear headings and simple language to improve readability
- Ensuring forms are easy to complete using only a keyboard
- Adding alternative text descriptions to images for screen readers
- Optimizing websites for mobile devices
- Providing information in the appropriate way for the potential client.
- Educating the staff members on how to ensure that the information is accessible
By making these changes, providers can significantly improve user experience and attract a wider audience. In many cases, making a website accessible is a one-time investment that continues to benefit the business over time.
Why Some Providers Ignore Digital Accessibility
Despite the clear advantages, some NDIS providers still fail to address digital accessibility. There are several reasons for this:
- Lack of Awareness – Some providers do not fully understand accessibility issues or their impact on clients.
- Underestimation of Importance – Others mistakenly believe that accessibility is only necessary for a small percentage of users, rather than recognizing that accessibility improves usability for everyone.
- Fear of Costs – Some businesses worry about the costs involved, without realizing that the return on investment is significant.
- Not Knowing Where to Start – Many providers want to make their services more accessible but feel overwhelmed by the process.
- The NDIS Providers trust that the web developers know how to build an accessible website.
However, ignoring accessibility doesn’t just mean losing customers. It puts businesses at risk. Government agencies and advocacy groups are increasing pressure on service providers to meet the Australian Digital Accessibility Standards. Complaints about inaccessible services can lead to fines or legal action, further damaging a provider’s financial standing and reputation.
The Benefits of Digital Accessibility
Prioritizing accessibility doesn’t just prevent problems, it actively benefits businesses in several ways:
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Increased Client Base – More people can access and use services, leading to higher client numbers.
Better Customer Satisfaction – Clients appreciate easy-to-use, well-structured websites and services. Clients talk to other potential clients about your service.
Stronger Reputation – Being known as an accessible provider builds trust and attracts referrals.
Legal Compliance – Meeting accessibility standards prevents potential legal issues.
Improved SEO (Search Engine Optimization) – Search engines love accessible websites, leading to higher rankings and more traffic.
The Bottom LIne
NDIS providers who ignore accessibility are losing money and clients. Making services accessible is not just a good practice. It is a business necessity. Providers who invest in accessibility improvements gain a competitive advantage, attract more customers, and ensure long-term success.
If you’re a NDIS provider, it’s time to ask yourself: Can everyone easily access your services? If the answer is no, making changes now could be the best investment you make.