An overhaul of NSW Compulsory Third Party (CTP) Motor Insurance scheme, has resulted in a program that allows 4.2 million or so NSW drivers the opportunity to claim a refund.
The process is quite straightforward - involving the establishment of a MyServiceNSW Account, and providing bank account details.
The refund story started strongly in March - with significant momentum, and large number of motorists applying. In fact, ServiceNSW experienced system issues keeping up with demand.
3 months later things have gone quiet
By the end of June, momentum had changed. In fact, the minister was actively canvassing NSW drivers to apply for their refund.
The uptake of the scheme has slowed dramatically.
1.78 million NSW Drivers have not applied for $85m worth of refunds
That's right. About half of NSW drivers have not applied for their refund. And time is running out with September being the deadline to claim.
The top 5 suburbs for amounts unclaimed start with Blacktown, and end with Mosman. This is not an issue along socioeconomic lines.
What does this tell us?
The fact that uptake of this offer is low is not necessarily because NSW motorists are lazy, or don't need the money.
Establishing online accounts, tracking entitlements, being organised - it does not come naturally to everyone.
In this case there is literally free money (albeit a refund), put aside for NSW motorists, and half of them have not applied for it.
Like a range of other well meaning government programs, uptake is diminished by the challenge of application and knowing the offer is available.
Not all Australians are able to be organised enough to interact easily with the government and online applications, logins and passwords.
Unfortunately, this is the way the government expects us to interact - it is not working for everyone. About half of NSW drivers in this case.