1. Published by The Golden Quill
Disclaimer: The materials presented in this document are distributed as an information source only. The authors make no statements, representations, or warranties about the accuracy or completeness of, and you should not rely on, any
information contained in this document. Despite our best efforts, the authors make no warranties that the information in this publication is free of infection by computer viruses or other contamination. The authors disclaim all
responsibility and all liability (including without limitation, liability in negligence) for all expenses, losses, damages and costs you might incur as a result of the information being inaccurate or incomplete in any way, and for any reason.

2. 1. Be prepared
Plan ahead Page 5
• Prevention Page 6-7
• Preparedness Page 8
• Response Page 9
• Recovery Page 10
Develop a business continuity plan Page 11
Backup your records Page 12-14
Check your insurance Page 15-18
Compile your emergency kit Page 19
Prepare your workplace Page 20-21
2. After the event
Assess the damage Page 22
Reconnect utilities & communications Page 23-26
Your employees Page 27
Assess the impact to your business Page 28
Make an insurance claim Page 29-30
Clean up Page 31-32
Notify customers, suppliers and key contacts Page 33
3. Resources
Documents
-Appendix 1: Business continuity plan template Page 34
-Appendix 2: Further examples of checklists Page 34
Queensland Government business and industry website Page 34
Web resources Page 35-36
Further business advice and support Page 36
4. Emergency contact information
General Page 37
Townsville emergency contact information Page 37

3. This project would not have been possible without the support
and invaluable assistance from the following:
Chamber of Commerce and Industry Queensland
We thank the many individual businesses who supplied information on specific
subject areas.
The advice and constructive suggestions from these organisations have been instrumental
in the successful completion of this project.

4. 'Business resilience' is your ability to adapt and respond to disasters without any major impacts on
your business operations. A proactive approach to business resilience will help your business
respond to a disaster quickly and cost-effectively.
On Tuesday 20 March 2012 a severe storm impacted a narrow corridor of commercial and
residential structures in Townsville, causing substantial local damage. After the storm, the
Queensland Government's North Queensland Service Centre started an internal disaster response
and recovery plan. To ascertain the extent of damage, staff contacted businesses affected by the
storm.
A number of issues were identified including:
• Loss of data due to inadequate backup or offsite storage
• Loss of communication and IT systems
• Inadequate insurance cover
• Concerns about loss of trade.
Feedback showed that businesses were generally not aware of existing 'business resilience'
resources, had difficulty finding any resources online and would have liked information that did not
require internet access in times of a disaster.
In response to this feedback, an Economic Recovery Committee was formed. The committee
agreed that the best way to address these issues was to develop a kit - containing information and
links to a range of online resources - that helps businesses prepare for, respond to and recover
from disasters. This kit will be distributed to businesses on a USB stick, but businesses can also
print out the information and keep hardcopies for emergency situations where power is lost.
While most of the information in this kit is generic, some information was collated specifically for
businesses in the Townsville area. Please note that some links are for local websites (e.g. the
Townsville City Council). If your business is not in the Townsville area, please locate equivalent
sites in your local area.

5. When a disaster occurs, your business can be totally overwhelmed.
Confusion is common, and many questions will come at once:
Where do I start?
Whom do I call?
What will happen to my business?
Will I lose my customers?
We would all like to think, “It won't happen to me”; unfortunately, sometimes
it does.
It is far better to be proactive and take the time to plan now, rather than
waiting until a disaster happens.
Planning may take a bit of time, but when a disaster hits time is a luxury you
will not have.
To help prepare your business for a future emergency or disaster, you
should consider 4 elements of planning:
1. PREVENTION
2. PREPAREDNESS
3. RESPONSE
4. RECOVERY
This approach to risk management is called the PPRR model. The
information you gather from the PPRR process can help you tailor a
business continuity plan for your business. When disaster strikes, you will
know exactly what to do to keep your business running.

6. Risk management planning - actions to reduce or eliminate the likelihood and/or effects of a critical incident
In this initial stage, you should identify risks and put measures in place to
reduce potential loss of life, property and business damage.
Every business has risks. Some are predictable, others are not. You can,
however, plan for and mitigate risks to your business.
The risk management process consists of a series of steps:
1. Identify risks that could impact your business.
2. Analyse risks to assess their impacts.
3. Evaluate risks to prioritise their management.
4. Treat risks to minimise their impact.
5. Develop and review your risk management plan.

7. You can organise the results of this risk management process into a table. The following is an example of a risk management plan:
Risk management plan
Risk description Likelihood Consequence Priority Preventative action Contingency plans
Loss of production L VH M • Arrange income • Make sure you can
protection insurance get immediate access
• Source alternative to personal resources
production site while waiting for
insurance payments
Loss of staff H M M • Ensure all staff are • Contact recruitment agency
properly trained to source short-term contract
• Put succession planning staff until you can find
in place permanent replacements
• Locate recruitment agencies
in your area
Natural disaster M VH H • Make sure insurance • Make sure you can get
is in place immediate access to
• Develop a business personal resources while
continuity plan waiting for insurance
payments
Loss of on M H H • Backup computer and • Use backup data to
site records financial records restore lost files
• Store a copy of all data
at another location
VH = Very high H = High M = Medium L = Low
A risk management plan is not something you do once and then forget about. You will need to monitor and review this document on a regular basis.
For more information, read our guides on risk management.

8. Business impact analysis - actions taken before a critical incident to ensure an effective response and recovery
Once you have developed a risk management plan, you can conduct a business
impact analysis to assess what impact these risks are likely to have on your
business operations. This is the preparedness step in the PPRR model.
Every business has a number of activities in its overall operations. However, only a
percentage of these activities will be crucial to the survival of the business.
It is important to gather information to determine basic recovery requirements for
your business in the event of a disaster. You should identify:
• your critical business activities
• the resources you will need to support each of these activities
• the impact to your business if these activities cease.
Learn more about conducting a business impact analysis.

9. Incident response planning - actions taken to respond to a critical incident (i.e. containment, control and minimising impacts)
This phase occurs as the incident happens and immediately after. If a disaster
occurs, you should have a plan of action you can quickly carry out.
Crises take many forms, including natural disasters, embezzlement, industrial
accidents, systems failure, product recalls and economic downturn. Although
you will never be able to plan your response for every possible event, you need to
be able to react quickly to a critical incident.
Your incident response plan should include:
• Clear, direct instructions for the crucial first hour after a disaster
• A list of personnel (and their back-ups), giving a detailed description of
their role during a disaster - who does what?
• A checklist of things to do (see section 3 'Resources' for an example)
• An evacuation plan
•An emergency kit containing critical documents and equipment which
can be picked up and carried offsite
•Contact lists for key external personnel, suppliers and business
stakeholders
•An event log to record information, decisions and actions following a
disaster.
Find out how to prepare an incident response plan for your business.

10. PREVIOUS
Recovery plan - actions taken to recover from a critical incident in order to minimise disruption and recovery times
A recovery plan will help you get your business back to normal operations in the
shortest possible time. Recovery planning involves the following:
• Establish a recovery team (and their back-ups) and make sure everyone
understands their roles.
• Establish a location where employees can work offsite if necessary. They should
have access to backup systems, records and supplies. Assess the business
location relating to flood, storm tides etc. (See Townsville City Council and search
for 'storm tides'.)
• Determine which assets (including documents) are essential for recovery. Make
sure you can access these assets and store documents offsite.
• Make sure you have contact lists of all employees, key customers, suppliers and
insurance company.
• Find contact numbers for alternative suppliers.
• Find contact details for businesses that can fix office equipment. Also have the
contact details for businesses where you can rent office equipment.
• Plan for disruptions to electricity, gas, water, sewerage and telecommunications.
Do you have backup systems available?
• Be prepared for cash flow emergencies. Keep enough cash on hand for immediate
emergencies.
Find out how to develop a recovery plan for your business.

11. Your business continuity plan should contain all the information you need to
resume critical activities in the event of a disaster.
If you have worked through the 4 elements of the PPRR model, you can then put
this information into a business continuity plan tailored to your business.
Appendix 1 of this kit contains a business continuity plan template.
Business continuity plans must be current and ready to implement.
• Look at the plan on a regular basis and revise if necessary.
• Hold staff meetings to identify problems and solutions.
• Inform staff of the plan and their individual responsibilities.
• Have a test run of the plan.
Read more about business continuity planning or watch our business continuity
webinar to learn more about how to prepare for an unexpected disaster.
Once you have followed the PPRR process and developed a business continuity
plan, you can further prepare your business by completing the following:
• Backup your records. (See section 1.3.)
• Check your existing insurance to ensure it covers your risks.
(See section 1.4.)
• Create an emergency kit. (See section 1.5.)
• Prepare your workplace. (See section 1.6.)

12. Losing business records can be one of the worst outcomes of a critical incident.
Adequate insurance cover will replace your building, your equipment and your
vehicles, and may even provide income protection, but offers no recourse if you
lose vital records.
After the severe storm in Townsville in March 2012, businesses reported varying
degrees of data loss.
• A business lost 14 years of data because they had no backup system in
place. They now have an offsite backup for financial information.
• A second business, which did have sufficient backup for most critical
data, lost 4 weeks of emails and faxes while their telecommunication
lines were down. (Some businesses may be unaware of the options to
divert facsimiles to an email address, and of accessing their email direct
from their service provider.)
• A third business lost no data because they performed daily backups to
their second office. Their second office, however, had no backup
system. Therefore, if this system had failed, they would have lost all data.
Following the disaster they have realised the overwhelming benefits of
backup and are now putting a server in place to provide backup to both
locations.
The damage caused by data loss can be varied and ongoing. Even when your
records are temporarily unavailable, your immediate needs to contact clients and
suppliers may be severely affected.

13. Choosing the right backup option
To eliminate this risk, your vital information, including your correspondence, your financial records, your insurance cover and your work in progress,
needs be backed up and the backup needs to be kept somewhere safe. The good news is that there are options to suit every type of business.
To choose a backup method for your business, consider your risk tolerance and the importance of different records which you keep. Also pinpoint
what data needs to be available for fast access if natural disasters disrupt your work.
When selecting a backup system, consider:
• how often you need to backup your files
• how often you are likely to need to access the backup
• how long you need to keep files.
The table below shows the advantages and disadvantages of most common backup options.

14. PREVIOUS
Suggestions:
• Backup your records both to an in-office storage device and online.
• In the event of a sudden disaster even a backup that is taken offsite to another location in the same area (e.g. your home) may not be sufficient, as the
entire region may be affected.
• Set backups to occur automatically and check regularly for integrity.
• It is well worth asking an IT professional to arrange setup of your backup systems to work automatically both in-office and offline.
• Test your backup systems regularly. It is not uncommon for businesses to find problems with their backup procedures when they attempt a restoration.
Routinely test data restoration from backup archives, both online and onsite.
• Check you have up-to-date virus protection, secure networks and firewalls and secure password protection procedures.

15. Do I have adequate cover for natural disasters?
Most natural disasters are covered by business insurance policies which are typically issued by
insurers to small to medium business operators. However, certain types of damage are often not
covered in standard policies.
After Queensland's January 2011 floods many policy-holders were left with nothing because
their insurance did not include flood cover. Many others had their claims rejected because their
cover from rising stormwater did not include floods from rising rivers and waterways, only floods
from local rainfall.
It is essential to check what your policy includes and look for any specific exclusion written into
your policy. You should then assess the risk to your business. Depending on what types of
natural disasters occur in your location, there may be gaps you need to fill with added cover or
even a separate policy. There may also be types of cover you are not able to obtain, and you will
need to consider other measures to protect yourself.
Weigh up the cost vs the risk
In recent years, with an increase in natural disasters, business insurance has risen dramatically.
This factor, combined with economic stressors and increases in outgoings, has seen some
businesses lowering their insurance cover.
Prior to the severe storm in Townsville in March 2012, a number of businesses in the affected
area had cut back on insurance cover and increased excesses to reduce their premiums. In
hindsight, this was too great a risk despite the economic pressure to do so.
Many businesses are faced with this decision in a tough economy. The question you need to ask
yourself is: Can I afford not to be insured?

16. Underinsurance
This is a large problem Australia-wide. Most people underestimate the value of their assets and often do
not take into account the increase in building costs each year and other impacts (e.g. the carbon tax will
impact manufacturers who supply products to the construction industry and these costs will be passed
on and result in increased building costs).
When valuing your assets for insurance, you should consider a number of factors. These include
replacement cost of buildings, contents, plant and equipment, level of stock, cost of fire
extinguishment, demolition of damaged property etc.
Making insurance easier on your cash flow
Most insurers for business require the premium payment at the start of the policy. However, there are
financiers who offer premium funding. This allows you to purchase the insurance you really need
without paying the premium in one sum.
This funding is set up like a business loan, in which the financier pays your premium and you can then
pay off the loan in monthly payments. Like other business loans, interest rates will be added and costs
associated will be tax deductible.
Business interruption insurance
Business interruption insurance is often overlooked by businesses. After the Townsville storm in March
2012, the length of business disruption varied from 1 week to almost 3 months without trading.
The option to include business interruption will cover loss of revenue while your business is not
operating. Some policies may cover loss of rent from tenants of a damaged building, costs included in
outsourcing work if your building is damaged, and advertising when your business reopens.
Each policy wording may vary, so it is important to note what is actually covered.

17. Catastrophe allowance
A catastrophe allowance is usually available in most business insurance policies - either as an option,
additional benefit or by making an allowance within the sum insured. The catastrophe allowance is only
activated if an event is declared a 'catastrophe' by the Insurance Council of Australia. In the event of a
catastrophe, repair and rebuilding costs may be inflated. The severe storm event in Townsville in March
2012 was not declared a catastrophe.
Removal of debris
The cost of removing debris and cleaning up can become extensive, particularly if your workplace has
asbestos or is surrounded by trees. While removal of debris directly caused by or affecting your
building can be included in your policy, it is a good idea to check you cover for specifics such as
asbestos.
Professional fees
If your building is damaged, you may need the services of an architect, surveyor or other building
professionals. These costs may be added to the sum insured. Policies vary, so in all cases check with
your insurance professional.
Extra cost of reinstatement
This is another that demands close attention. It refers to any extra costs which you may have in
rebuilding. For example, building regulations may have changed since your original premise was built.
Again, policies vary so it is worth checking your policy carefully as it may apply to your business.
Uninsured property
Some types of property, equipment and assets are not readily insurable. Demountable structures, for
example, are generally classed as temporary and may need to comply with building regulations to be
classed as permanent (so that they can be insured). While this may seem like extra work now, it can
become a problem if you are using a demountable for an office and it is damaged later.

18. PREVIOUS
Get professional advice
Some small business owners aim to get by with minimal cover, while others overpay on insurance they don't
need. You can avoid both situations by consulting a business insurance expert to advise you on the right
cover.
Ask questions and get a clear understanding of how your cover will work when you call on it. What you are
aiming for is a policy or combination of policies which reduces your risk the most, for the best price, without
duplicating cover. Together with your licensed insurance professional, read through the fine print, and come
up with a solid plan to cover risk.
Scan your insurance policy to a computer backup
Immediately following a natural disaster, the speed in which you can have your claim processed will have a
huge impact on your business.
It is smart practise to keep an electronic copy of your insurance policy, which can be recovered from your
backup files in the event of a disaster. We recommend taking photos of the current state of the building, plant
and equipment as supporting evidence for insurance claims. The benefits may include faster processing,
more accurate replacements, and less chance of disputes.
Business insurance checklist
• Do I have/require flood insurance?
• Have I read the fine print to understand how my policy will work?
• Have I insured my assets to their true value?
• Have I considered premium funding?
• Do I have/require business interruption insurance?
• Do I have/require business interruption insurance to cover rental income?
• Have I checked my policy for extras such as catastrophe allowance, professional fees, removal of
debris, and extra cost of reinstatement?
• If I have property or equipment that is currently not insured can I take steps to insure it?
• Do I have a business continuity plan? (Insurers will quite often look more favourably upon a
business that can demonstrate that it is aware of its own risk factors and has taken measures to
protect and limit the impact of these factors on the business.)
• Have I read my policy with an insurance professional to check that I have the best value cover?
• Have I saved my insurance details offsite?

19. Key documents
• Business continuity plan
• Emergency and recovery contacts
• Contact details of suppliers
• Contact details of customers
• Contact details of key personnel – accountant, creditors, Australian
Taxation Office, financial institutions
• Copies of insurance documents
• Copies of vital financial documents
General items
• Portable radio
• First-aid kit
• Smartphone or other device with mobile internet access (e.g. laptop
with dongle)
• Car phone charger
• Analogue cord landline telephone - digital cordless phones won't work
without power
• Torch
• Plastic bags
• Tarps
• Spare batteries
• Duct tape
• Pen/pencil and notepad
• Fuel
• Spare gas bottle
Other equipment
• A generator
• Water purifier (in case of contamination)

20. As an employer, you are legally obligated to provide a safe workplace for yourself, your workers,
customers, onsite visitors and members of the general public. The checklist below will help you
prepare a safe workplace that will minimise risk in natural disasters.
Workplace maintenance
• Where relevant, keep your roof in good condition and check it regularly.
• Keep gutters and downpipes clear so water can drain away quickly.
• Trim trees and overhanging branches close to the building (be aware of any overhead
powerlines).
• Check and fix any corrosion, rotten timber, termite infestations and loose fittings.
• If your building predates current cyclone building standards, arrange for a professional
builder to check your building and identify ways you can increase the structural security
to withstand high winds.
• Fit windows with shutters or metal screens for added protection during high winds.
• If you are renting your premises, bring the above points to the attention of your landlord.
General preparations
• Identify your strongest room to shelter in if you are caught at work during a severe storm
or cyclone.
• Identify where and how to turn off the main supply for water and gas. Ergon Energy
recommends that a licensed electrical contractor switch off the power at the mains
switchboard.
• Have items on hand such as water storage containers and spare fuel for your vehicle
(ensure you store it safely).
• If you have cylinders supplying gas, make sure chains around the cylinders are fixed
firmly. You should also secure portable cylinders outdoors in an upright position away
from strong winds and potential flood waters.
• Have your premises electrically wired by a licensed electrical contractor with a transfer
switch that will let you work from a generator.

21. If you workplace is located in a flood-prone area
• Store all poisons and chemicals well above ground level.
• Identify indoor items you will need to raise or empty if flood threatens.
• Consider alternatives to carpet.
• Relocate power-points to well above previous flood levels (using a licensed
contractor).
• Be prepared to be without power as flooding may force Ergon Energy to shut down its
powerlines for public safety.
When warnings are issued for a natural disaster
• Unplug electrical appliances at the power point and external television/radio aerials.
• Turn off gas main supplies if instructed.
• Where possible move sensitive equipment and valuable items to the most secure
location.
• Move outdoor equipment, garbage, chemicals and poisons to an enclosed location.
• Tie down outdoor items which are too large to move.
• Fill buckets with clean water in case of interruptions to water supply.
• Close windows with shutters or tape windows with strong tape and draw curtains.
• Sandbag internal drains and toilets to prevent sewage backflow.

22. Visual assessment
Perform a visual assessment of the property as soon as it is safe to do so. It is important
that neither you nor your staff enter a property that is unsafe.
• If you see any fallen power lines stay away and contact Ergon (phone 131 046).
• Never enter a building that appears to have structural damage.
• Never enter flood waters.
Now is the time to note down, in detail, all damage caused by the natural disaster.
Make a preliminary list of damaged property and the degree of damage. Wherever possible,
photograph items or record a video for comparison with pre-disaster records.
If you have a pre-disaster inventory list, check it against your equipment to identify which
items are missing. If you do not have a pre-disaster inventory list try to make one as soon as
possible after the event to identify what items may be missing.
Workplace health and safety
When assessing the damage you need to outline a scope of works and be aware of any
cleanup hazards, these can include:
• structural integrity of the building and surrounds
• services like gas, electricity and water
• hazardous substances like asbestos, vermin and snakes
• risk of infection from contaminated water
• general hazards.

23. Electricity
In the event of a large disaster, power supply can be disrupted for a long time.
Contact Ergon to find out when power is likely to resume. To help speed up power
restoration to your premises, check to see if the service wire from the power pole to
your property is intact and visibly undamaged. If damaged or down, an electrical
contractor will be required to repair or replace it to enable Ergon Energy to restore
your power.
If the property is undamaged and you have had a change-over switch installed by a
licensed electrical contractor, you will be able to connect to a secondary source of
power such as a generator.
In the event of a large power outage you can keep up to date with power restoration
and important electrical safety information on your radio station, or the internet via
your smartphone or mobile wireless device.
Please note: As solar PV systems are powered by the sun, they can continue to
generate power even if the mains power has been disconnected, or the panels have
been turned off at the switchboard. Contact your original contract supplier to ensure
your panels have been fitted with a DC and AC cutoff switch.
Ergon contact details
General enquiries: 13 10 46 (7am to 6.30pm Monday to Friday)
Faults: 13 22 96 (24 hours a day, 7 days a week)
Facebook: www.facebook.com/ErgonEnergy (for disaster response info)
Website: www.ergon.com.au (sign up for RSS feeds)
Twitter: follow @ergonenergy

24. Water
If power is lost, the effect on water supply and sewerage systems can be great.
There is a high risk after a disaster (floods in particular) that the water supply can become
contaminated with sewerage or other pollutants. Listen for alerts regarding contamination, and be
alert for any signs of contaminants in your supply.
Water supply can also be interrupted after a disaster due to burst pipes. Alert the council as soon as
possible if your business's water supply has been disrupted. As it may take some time based on the
extent of damage in the area, you may need to bring water from offsite.
Gas
Whether you use piped (reticulated) natural gas or a gas bottle at your business, you should always be
aware of potential safety concerns.
The emergency number of your gas distributor should be in the top right-hand corner of your gas bill
under 'emergencies' or 'leaking gas'. Keep this telephone number in your business continuity plan.
Phone 1800 808 526 to report incidents, concerns or questions about gas leakages (Origin Energy
Natural Gas & LP Gas Emergencies).
If your gas supply is interrupted as a result of a storm, turn off any gas appliances. This will prevent an
unchecked flow of gas through appliances when the gas supply is restored. In the event of road
closures and restricted access to properties, expect some delays in receiving gas deliveries.
Communication
While there are many telephone carriers, the infrastructure in most cases is still owned and managed
by Telstra. For specific information on your telephone plan, contact your carrier.
If your business has been extensively damaged, consider setting up a 'virtual office service' (e.g.
telephone answering service or remote secretarial service).

25. For short-term solutions:
• Divert your business phone to a mobile number.
- To divert all calls, press *21* enter the number that you are diverting to and then
press #
- To check that it is on press *#21#
- To switch it off, press #21# RE
CT
• Divert faxes to email.
E
• Redirect or forward mail to alternative location.
NN
• Access emails directly from a service provider.
CO
Telstra offers relief packages for small business customers affected by natural disasters.
Assistance may include:
• free call diversion from an affected landline to another landline or mobile
• translation of mobile phone rates to landline rates during the affected time period
• providing once-off credit.
Affected customers should call Telstra on 132 203 to report a fault on their services and will
also need to register on this number for the applicable relief package.
For more information, read Telstra's fact sheet on disaster relief packages (PDF, 103KB).
Other telecommunication carriers may have similar packages, so ask your provider what relief
they can offer.
Telstra
Website: www.telstra.com.au/abouttelstra/commitments/mass-service-disruption/
Business customer service: 132 000 (divert business line to mobile)
Faults: 132 999
Optus
Customer service: 1300 300 314 (divert business line to mobile)
Service difficulties and faults: 131 344

26. Internet
ADSL internet supply will generally resume to your computer once landlines are
reconnected and power is restored.
In the meantime, your mobile wireless internet service will be invaluable. If your
business is in a regional area that depends on satellite broadband, check if your
satellite dish is damaged. If so, contact your carrier as soon as possible to
arrange repair.
UHF radios
Two-way radios are specifically designed for groups or work teams who need to
communicate instantly. They are commonly used in work sites, factory
environments, security companies, trucking and fleet operators, retail
environments etc. In the event of a disaster or power loss, if your business relies
on you being able to contact your employees immediately, you may like to
consider UHF radios as a backup.

27. Using the contact list from your emergency kit, phone all of your staff to let them know of the damage to your premises and whether business will be interrupted.
Where possible, it is important to speak with staff in person (rather than sending a text or an email). First ask about the staff member's wellbeing and position.
Find out if and how they have been personally affected. Their response to this query will frame the rest of your conversation. Be sensitive and as flexible as
possible. Think about how you can help them.
If a staff member has not been greatly affected, they may be able to help you with cleaning up and resuming business.
Managing stress and anxiety
Be sure to keep your staff well informed about business operations and requirements and be sensitive to their needs. Disasters can cause much stress, anxiety
and depression. Look after yourself and your staff. For more information, Queensland Health has a range of useful online resources. You can also phone
Queensland Health on 13HEALTH (13 43 25) or Lifeline Australia on 13 11 14.
Re-establish your payroll system and ensure employees are getting paid.
If your business is interrupted
If your business has been forced to shut down as a result of a natural disaster, you may need to stand down your employees until further notice.
“The Fair Work Act 2009 includes provisions which enable employers to stand down employees without pay, where they cannot be usefully employed
during a period due to any stoppage of work for which the employer cannot reasonably be held responsible such as a natural disaster.”
CCIQ Video 'Standing Down Employees'
Whether you can stand down employees without pay will depend on whether the industrial instrument or employment contracts in question have any stand-
down provisions. Some awards may require employees to take paid annual leave under such circumstances.
The Chamber of Commerce and Industry Queensland (CCIQ) can help you find out what rights and responsibilities you have to your employees in relation to this
provision. For more information, phone CCIQ on 1300 135 822
If you are unsure of your workplace rights contact the Fair work Ombudsman on 13 13 94.

28. Go through the business impact analysis
(part of your business continuity plan).
Complete the following steps:
1. Assess the impact the damage will have on your business.
2. Rank the list according to significance.
3. List the steps needed to recover.
4. List what resources you need to get the job done.
5. Assign someone to complete each task.
6. Work out a timetable for completion.

29. Before contacting your insurer, make a preliminary list of damaged property and the degree of damage to each piece
of property. If possible, photograph items or record them on video for comparison with pre-disaster records.
File an insurance claim
Contact your insurance company as soon as possible. Listen to the radio for details on 'One Stop Shop Recovery
Centres' where insurance representatives will be available to process claims.
The Townsville City Council website for disaster information recommends the following:
• File a claim even if your business is not specifically covered for the type of disaster that has occurred. It is
possible some of the damage can be attributed to causes that are covered. For example, you may not be
covered for flooding, but may have cover for water entering under the roof or under the door as result of poor
rain runoff.
• Erect an identifying sign on your property if destruction is widespread to help claim adjusters locate your
property. Include your name, street name and number, insurance company and contact number if you are not
on site.
• Provide the adjuster with your list of damages, but note in writing that it is only a partial list. You may
remember more items later.
• Fully explain all losses and be sure to write down all explanations.
• Take note of all conversations with insurance adjusters for future reference. Use the table provided in your
emergency plan for recording all of these communications, along with the name of the representative, the
time and the date of the conversation.
• Do not be afraid to get a second opinion from qualified professionals about the costs of repairs and
replacements. Compare these with figures being offered by your insurer.
• If you are unhappy with an adjuster's settlement, appeal to a higher level of management in the company.
• Don't rush to settle with your insurance company. Don't accept insurance cheques as final, as you may need
to file additional claims later. Consider legal advice before signing any waivers.
If requested, Ergon can provide a form that you will need to fill out in order to obtain a letter for your insurance
company. This letter will confirm that an outage occurred at a specified time.

30. Financial Ombudsman Service
If you have further concerns about your claim, the Financial Ombudsman Service has set up a dedicated hotline to provide information and
assistance on financial hardship, insurance claims and other financial issues experienced as a result of natural disasters. Calls to the
hotline will be put directly through to their disaster helpline team.
Phone: 1800 337 444
Email: FOSdisaster@fos.org.au
Legal Aid
Legal assistance is available for getting an insurance claim paid or for legal clarification.
Phone: 1300 651 188
Website: www.legalaid.qld.gov.au
Leased premises
Call your landlord or real estate agent to discuss cleanup, insurance issues, and recommencement of trading and payment of rent.
Take photos of damage. Your landlord or real estate agent may require these later.
Your lessor's obligations and your obligations are covered under the Retail Shop Leases Act 1994 (PDF, 271KB) and Retail Shop Leases
Regulation 2006 (PDF, 352KB).There may be clauses in your lease that may allow a reduction or cessation of rent depending on the
severity of damage to the property.
For more information read the Department of Justice and Attorney-General's retail leasing guidelines (PDF, 271KB).
Other useful contacts include:
Retail Shop Leases Registry
Phone: 1800 807 051
Email: rsl@justice.qld.gov.au
Website: www.justice.qld.gov.au
Queensland Retail Traders and Shopkeepers Association (QRTSA)
Phone: 1300 721 730
Website: www.qrtsa.com.au

31. Planning for clean up
“It is important to remember that businesses have legal obligations under the Workplace Health and Safety legislation to ensure health and safety of themselves,
their workers, and all others including contractors, helpers and volunteers at all time.”
WHS Assessing the Damage Video
When planning for clean up you will need to
consider the following:
• timing
• scheduling of work
• resources
• equipment
• how the work will be managed
• how hazards will be controlled.
To ensure safety you will need to consider the
following control measures:
• safe workplace
• safe access to and from site
• personal protection equipment
• hygiene
• required skill.
Brief all site members before starting, outlining
hazards and the precautions they should take.
Advise your workers to report any additional
hazards and soon as they arise.

32. Taking action to clean up
It is essential that you supervise and monitor all workers on site,
including contractors and volunteers. Make sure workers are:
• working within their capacity
• abiding by agreed safety rules
• using personal protection equipment
• undertaking only assigned tasks
• taking breaks and having a good supply of fluids and food.
Local council
After a disaster, your local council may assist with the removal of
debris. Contact your local council to find out what arrangement is in
place for rubbish removal. For information and updates check the
Townsville City Council website or follow them on Facebook or Twitter.
Insurance and security
If the external envelope of your building is damaged (doors can't be
locked, windows are broken etc.), your contents insurance may be
temporarily voided from that point onwards, from any further losses by
theft or other causes, until such time as the building is made secure.
(Cover can usually be extended to cover the cost of temporary repairs,
or protection to the building following damage caused by an insured
peril.)
Once you have recorded and reported your initial claim, you may need
to immediately take action to protect and secure your remaining
contents or to remove them from the building.

33. Once you have assessed the damage and can calculate the time it will take to get your business
back to normal, it is important to contact your customers, suppliers and other key people.
Customers
It is vital to keep in contact with your customers and clients. Advise them of any future plans for
your business as soon as possible. (If you are moving, send out emails to advise of new address
and contact details. If your business has been impacted, let them know an approximate date for
resuming business.)
If you do not communicate with your customers they may go elsewhere and you run the risk of
losing your client base. Adjust contracts with customers if necessary.
Remember, media does not always reflect the true situation. Your customers from out of town or
interstate may be getting a very different picture of the status of your business. Contact them as
soon as possible.
Suppliers
Notify suppliers as soon as possible if you cannot accept deliveries. Make necessary
arrangements to either postpone or cancel deliveries or suggest an alternate drop off point.
Other key contacts
• Contact your financial institution to discuss your current situation and options for renegotiating the terms and conditions of any loans and lines of credit. Ask
if they are offering specialised business support.
• Contact your accountant and explain the situation. Ask for business and tax relief action advice.
• Notify creditors as soon as possible about lost bills or difficulties in paying bills. Try to negotiate an agreement to reduce payments or spread them over a
longer period.
• Notify power, phone and gas companies if your business is damaged or destroyed, so that billing can be adjusted.

34. Documents
Appendix 1 - Business continuity plan template
The business continuity plan template contains examples of actions to be taken when
planning your response to a disaster. This guide will assist you to undertake a risk
management plan and business impact analysis and create incident response and
recovery plans for your business.
Appendix 2 - Further examples of checklists
The Australian Government has a number of useful checklists for emergency
management and recovery. These include:
• prepare your business checklist
• take action checklist
• business recovery checklist.
Appendix 2 contains key actions which have been extracted from 2 of the checklists.
The first checklist contains suggested actions to be carried out before a disaster and
the second checklist notes suggested actions to be completed immediately following
a disaster.
Queensland Government business and industry website
For more practical information, resources and support to help prepare and rebuild
your business after a disaster visit our business and industry website and follow us on
our Facebook, Twitter and YouTube channels.

35. Web resources
Australian Government: www.business.gov.au
Australian Government Business Recovery checklists:
www.business.gov.au/BusinessTopics/Emergencymanagementandrecovery/Pages/default.aspx
Australian Government – Emergency Management & Recovery Plan:
www.business.gov.au/BUSINESSTOPICS/Pages/default.aspx
Australian Taxation Office - www.ato.gov.au/
Bureau of Meteorology: www.bom.gov.au/
Bureau of Meteorology – Queensland Weather and Warnings
www.bom.gov.au/qld/index.shtml?ref=hdr
CCIQ Advocacy Report: Six Months on from Queensland's Natural Disasters
Centrelink: www.centrelink.gov.au/internet/internet.nsf/home/index.htm
CPA Australia – How to manage a business following a disaster
www.cpaaustralia.com.au/cps/rde/xbcr/cpa-site/disaster-recovery-toolkit.pdf
Ergon web site- www.ergon.com.au
Ergon Twitter – follow@ergonenergy
Ergon Facebook
Financial Ombudsman Service Natural Disaster Insurance Claim Support
North Queensland Small Business Development Centre – Townsville-based not -for-profit
organisation providing advice and assistance to small and medium sized businesses
http://nqsmallbusiness.com/

36. QRAA - may release grants and low interest loans for primary producers, business and not-for-profit organisations -
http://qraa.qld.gov.au/
Queensland Government for business and industry www.business.qld.gov.au/business
Queensland Government Disaster Management www.disaster.qld.gov.au/
Queensland Government Disaster Management – Get ready Queensland www.disaster.qld.gov.au/getready/
Queensland Government: Tune in to Warnings Information
Queensland Health http://access.health.qld.gov.au/hid/HealthConsumerInformation/CopinginaCrisis/stressManagement_is.asp
Telstra Natural Disaster Relief Packages
The Australian Early Warning Network www.townsville.qld.gov.au/resident/Disaster/Emergency/cyclone/Pages/default.aspx
Townsville City Council Cyclones and Storms www.townsville.qld.gov.au/resident/Disaster/Emergency/cyclone/Pages/default.aspx
Townsville City Council: Disaster Recovery
Townsville City Council: Disaster Recovery on Facebook
Townsville City Council: Making an Insurance Claim
Townsville City Council: www.townsville.qld.gov.au/Pages/default.aspx
Townsville Storm Tide Evacuation Guide
www.townsville.qld.gov.au/resident/Disaster/Documents/Storm%20tide%20brochure_FINAL.pdf
Further business advice and support
Australian Taxation Office (ATO): 13 28 61 to discuss the possibility of an extension on all taxation commitments, The ATO may
also be able to offer support if you are suffering financial hardship as a result of a disaster.
Chamber of Commerce and Industry Queensland
North Queensland Small Business Development Centre: 07 4723 8491
Queensland Government Business Support Centre: 1300 363 711
Queensland Government Disaster Recovery (freecall): 1800 173 349
QRAA (freecall): 1800 623 946

37. General
Police/Fire/Ambulance (life-threatening emergencies): 000
Police/Fire/Ambulance (if you have a speech or hearing impairment phone through your TTY): 106
Ambulance (non life-threatening calls): 13 12 33
Australian Tsunami Threat Information: 1300 878 6264 (1300 TSUNAMI)
Bureau of Meteorology Warnings (call costs apply): 1900 955 360
Ergon Energy Loss of Supply & Emergencies: 13 22 96
Origin Energy Natural Gas & LP Gas Emergencies (leaks only): 1800 808 526
Queensland BOM Land Weather and Flood Warnings: 1300 659 219 Townsville emergency contact information
Queensland Coastal Marine Warnings: 1300 360 427 Fire brigade (non life-threatening calls): 07 4771 2111
Queensland Government Traffic and Travel information: 13 19 40 Townsville City Council Emergency (after hours): 1300 878 001
Queensland Health: 13 43 25 Townsville Hospital: 07 4796 1111
Queensland Northern District Service (call costs apply): 1900 969 925 Townsville Local Disaster Management Group - Coordination Centre: 1800 738 541
Queensland Tropical Cyclone Warnings: 1300 659 212 Townsville Police (non life-threatening calls): 07 4759 9777
Lifeline: 13 11 14 Townsville City Council contact details
RACQ Road Reports: 1300 130 595 Locations : 103 Walker St
86 Thuringowa Dr
RSPCA: 1300 852 188 Telephone : 1300 878 001 (business hours)
SES Flood and Storm Emergency Assistance: 13 25 00 1300 878 001 (emergency after hours)
SMS : 048 8355 822
Telstra Faults: 13 22 03 Email : enquiries@townsville.qld.gov.au