- 1. Published by The Golden QuillDisclaimer: 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, anyinformation 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
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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 aheadPage 5 PreventionPage 6-7
PreparednessPage 8 ResponsePage 9 RecoveryPage 10 Develop a
business continuity planPage 11 Backup your records Page 12-14
Check your insurancePage 15-18 Compile your emergency kitPage 19
Prepare your workplacePage 20-212. After the event Assess the
damage Page 22 Reconnect utilities & communicationsPage 23-26
Your employeesPage 27 Assess the impact to your businessPage 28
Make an insurance claim Page 29-30 Clean upPage 31-32 Notify
customers, suppliers and key contactsPage 333. Resources Documents
-Appendix 1: Business continuity plan templatePage 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 364. Emergency contact
information General Page 37 Townsville emergency contact
informationPage 37 3. This project would not have been possible
without the supportand invaluable assistance from the following:
Chamber of Commerce and Industry QueenslandWe thank the many
individual businesses who supplied information on specificsubject
areas.The advice and constructive suggestions from these
organisations have been instrumentalin the successful completion of
this project. 4. Business resilience is your ability to adapt and
respond to disasters without any major impacts onyour business
operations. A proactive approach to business resilience will help
your businessrespond to a disaster quickly and cost-effectively.On
Tuesday 20 March 2012 a severe storm impacted a narrow corridor of
commercial andresidential structures in Townsville, causing
substantial local damage. After the storm, theQueensland
Governments North Queensland Service Centre started an internal
disaster responseand recovery plan. To ascertain the extent of
damage, staff contacted businesses affected by thestorm.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 resilienceresources, had difficulty finding any resources
online and would have liked information that did notrequire
internet access in times of a disaster.In response to this
feedback, an Economic Recovery Committee was formed. The
committeeagreed that the best way to address these issues was to
develop a kit - containing information andlinks to a range of
online resources - that helps businesses prepare for, respond to
and recoverfrom disasters. This kit will be distributed to
businesses on a USB stick, but businesses can alsoprint 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 forbusinesses in the
Townsville area. Please note that some links are for local websites
(e.g. theTownsville City Council). If your business is not in the
Townsville area, please locate equivalentsites 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
wont happen to me; unfortunately, sometimesit does.It is far better
to be proactive and take the time to plan now, rather thanwaiting
until a disaster happens.Planning may take a bit of time, but when
a disaster hits time is a luxury youwill not have.To help prepare
your business for a future emergency or disaster, youshould
consider 4 elements of planning:1. PREVENTION2. PREPAREDNESS3.
RESPONSE4. RECOVERYThis approach to risk management is called the
PPRR model. Theinformation you gather from the PPRR process can
help you tailor abusiness continuity plan for your business. When
disaster strikes, you willknow 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 incidentIn
this initial stage, you should identify risks and put measures in
place toreduce 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.
Analyserisks to assess their impacts.3. Evaluaterisks to prioritise
their management.4. Treatrisks 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 planRisk
description Likelihood ConsequencePriorityPreventative action
Contingency plans Loss of production LVH M Arrange income Make sure
you can protection insuranceget immediate access Source
alternativeto personal resources production site while waiting for
insurance paymentsLoss of staff H M M Ensure all staff are Contact
recruitment agency properly trainedto source short-term contract
Put succession planning staff until you can find in placepermanent
replacements Locate recruitment agencies in your area Natural
disasterM VH H Make sure insurance Make sure you can get is in
place immediate access to Develop a businesspersonal resources
while continuity plan waiting for insurance payments Loss of onMH H
Backup computer and Use backup data to site recordsfinancial
records restore lost files Store a copy of all data at another
locationVH = Very high H = High M = Medium L = LowA 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 recoveryOnce you have developed a
risk management plan, you can conduct a businessimpact analysis to
assess what impact these risks are likely to have on yourbusiness
operations. This is the preparedness step in the PPRR model.Every
business has a number of activities in its overall operations.
However, only apercentage of these activities will be crucial to
the survival of the business.It is important to gather information
to determine basic recovery requirements foryour 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
disasteroccurs, you should have a plan of action you can quickly
carry out.Crises take many forms, including natural disasters,
embezzlement, industrialaccidents, systems failure, product recalls
and economic downturn. Althoughyou will never be able to plan your
response for every possible event, you need tobe 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 oftheir 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 whichcan be picked up and carried offsite
Contact lists for key external personnel, suppliers and
businessstakeholders An event log to record information, decisions
and actions following adisaster.Find out how to prepare an incident
response plan for your business. 10. PREVIOUSRecovery plan -
actions taken to recover from a critical incident in order to
minimise disruption and recovery timesA recovery plan will help you
get your business back to normal operations in theshortest 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 toresume critical
activities in the event of a disaster.If you have worked through
the 4 elements of the PPRR model, you can then putthis 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 continuitywebinar to learn more about how to prepare for
an unexpected disaster.Once you have followed the PPRR process and
developed a business continuityplan, 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 yourvehicles, and may even provide income protection,
but offers no recourse if youlose vital records.After the severe
storm in Townsville in March 2012, businesses reported
varyingdegrees of data loss. A business lost 14 years of data
because they had no backup system inplace. They now have an offsite
backup for financial information. A second business, which did have
sufficient backup for most criticaldata, lost 4 weeks of emails and
faxes while their telecommunicationlines were down. (Some
businesses may be unaware of the options todivert facsimiles to an
email address, and of accessing their email directfrom their
service provider.) A third business lost no data because they
performed daily backups totheir second office. Their second office,
however, had no backupsystem. Therefore, if this system had failed,
they would have lost all data.Following the disaster they have
realised the overwhelming benefits ofbackup and are now putting a
server in place to provide backup to bothlocations.The damage
caused by data loss can be varied and ongoing. Even when
yourrecords are temporarily unavailable, your immediate needs to
contact clients andsuppliers may be severely affected. 13. Choosing
the right backup optionTo 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
pinpointwhat 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. PREVIOUSSuggestions: 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 byinsurers to small to medium business
operators. However, certain types of damage are often notcovered in
standard policies.After Queenslands January 2011 floods many
policy-holders were left with nothing becausetheir insurance did
not include flood cover. Many others had their claims rejected
because theircover from rising stormwater did not include floods
from rising rivers and waterways, only floodsfrom local rainfall.It
is essential to check what your policy includes and look for any
specific exclusion written intoyour policy. You should then assess
the risk to your business. Depending on what types ofnatural
disasters occur in your location, there may be gaps you need to
fill with added cover oreven a separate policy. There may also be
types of cover you are not able to obtain, and you willneed to
consider other measures to protect yourself.Weigh up the cost vs
the riskIn 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
somebusinesses lowering their insurance cover.Prior to the severe
storm in Townsville in March 2012, a number of businesses in the
affectedarea had cut back on insurance cover and increased excesses
to reduce their premiums. Inhindsight, 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
askyourself is: Can I afford not to be insured? 16.
UnderinsuranceThis is a large problem Australia-wide. Most people
underestimate the value of their assets and often donot take into
account the increase in building costs each year and other impacts
(e.g. the carbon tax willimpact manufacturers who supply products
to the construction industry and these costs will be passedon and
result in increased building costs).When valuing your assets for
insurance, you should consider a number of factors. These
includereplacement cost of buildings, contents, plant and
equipment, level of stock, cost of fireextinguishment, demolition
of damaged property etc.Making insurance easier on your cash
flowMost insurers for business require the premium payment at the
start of the policy. However, there arefinanciers who offer premium
funding. This allows you to purchase the insurance you really
needwithout 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 thenpay off the loan in monthly payments. Like other
business loans, interest rates will be added and costsassociated
will be tax deductible.Business interruption insuranceBusiness
interruption insurance is often overlooked by businesses. After the
Townsville storm in March2012, 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 notoperating. Some policies may cover loss of rent from
tenants of a damaged building, costs included inoutsourcing 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 allowanceA 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 onlyactivated
if an event is declared a catastrophe by the Insurance Council of
Australia. In the event of acatastrophe, repair and rebuilding
costs may be inflated. The severe storm event in Townsville in
March2012 was not declared a catastrophe.Removal of debrisThe cost
of removing debris and cleaning up can become extensive,
particularly if your workplace hasasbestos or is surrounded by
trees. While removal of debris directly caused by or affecting
yourbuilding can be included in your policy, it is a good idea to
check you cover for specifics such asasbestos.Professional feesIf
your building is damaged, you may need the services of an
architect, surveyor or other buildingprofessionals. These costs may
be added to the sum insured. Policies vary, so in all cases check
withyour insurance professional.Extra cost of reinstatementThis is
another that demands close attention. It refers to any extra costs
which you may have inrebuilding. 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 propertySome types of
property, equipment and assets are not readily insurable.
Demountable structures, forexample, are generally classed as
temporary and may need to comply with building regulations to
beclassed as permanent (so that they can be insured). While this
may seem like extra work now, it canbecome a problem if you are
using a demountable for an office and it is damaged later. 18.
PREVIOUSGet professional adviceSome small business owners aim to
get by with minimal cover, while others overpay on insurance they
dontneed. You can avoid both situations by consulting a business
insurance expert to advise you on the rightcover.Ask questions and
get a clear understanding of how your cover will work when you call
on it. What you areaiming for is a policy or combination of
policies which reduces your risk the most, for the best price,
withoutduplicating cover. Together with your licensed insurance
professional, read through the fine print, and comeup with a solid
plan to cover risk.Scan your insurance policy to a computer
backupImmediately following a natural disaster, the speed in which
you can have your claim processed will have ahuge impact on your
business.It is smart practise to keep an electronic copy of your
insurance policy, which can be recovered from yourbackup files in
the event of a disaster. We recommend taking photos of the current
state of the building, plantand 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 documentsGeneral 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 wont work without power Torch Plastic bags
Tarps Spare batteries Duct tape Pen/pencil and notepad Fuel Spare
gas bottleOther 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 youprepare 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
licensedcontractor). Be prepared to be without power as flooding
may force Ergon Energy to shut down itspowerlines 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 securelocation. 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
assessmentPerform a visual assessment of the property as soon as it
is safe to do so. It is importantthat 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 whichitems are missing. If you do not have a pre-disaster
inventory list try to make one as soon aspossible after the event
to identify what items may be missing.Workplace health and
safetyWhen assessing the damage you need to outline a scope of
works and be aware of anycleanup 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. ElectricityIn 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 powerrestoration
to your premises, check to see if the service wire from the power
pole toyour property is intact and visibly undamaged. If damaged or
down, an electricalcontractor will be required to repair or replace
it to enable Ergon Energy to restoreyour power.If the property is
undamaged and you have had a change-over switch installed by
alicensed electrical contractor, you will be able to connect to a
secondary source ofpower such as a generator.In the event of a
large power outage you can keep up to date with power
restorationand important electrical safety information on your
radio station, or the internet viayour smartphone or mobile
wireless device.Please note: As solar PV systems are powered by the
sun, they can continue togenerate power even if the mains power has
been disconnected, or the panels havebeen turned off at the
switchboard. Contact your original contract supplier to ensureyour
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. WaterIf 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
becomecontaminated with sewerage or other pollutants. Listen for
alerts regarding contamination, and bealert 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
aspossible if your businesss water supply has been disrupted. As it
may take some time based on theextent of damage in the area, you
may need to bring water from offsite.GasWhether you use piped
(reticulated) natural gas or a gas bottle at your business, you
should always beaware of potential safety concerns.The emergency
number of your gas distributor should be in the top right-hand
corner of your gas billunder 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 EnergyNatural Gas & LP Gas Emergencies).If your gas
supply is interrupted as a result of a storm, turn off any gas
appliances. This will prevent anunchecked flow of gas through
appliances when the gas supply is restored. In the event of
roadclosures and restricted access to properties, expect some
delays in receiving gas deliveries.CommunicationWhile there are
many telephone carriers, the infrastructure in most cases is still
owned and managedby 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. COTelstra 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 willalso
need to register on this number for the applicable relief
package.For more information, read Telstras fact sheet on disaster
relief packages (PDF, 103KB).Other telecommunication carriers may
have similar packages, so ask your provider what reliefthey 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 999OptusCustomer service: 1300 300 314 (divert business
line to mobile)Service difficulties and faults: 131 344 26.
InternetADSL internet supply will generally resume to your computer
once landlines arereconnected and power is restored.In the
meantime, your mobile wireless internet service will be invaluable.
If yourbusiness is in a regional area that depends on satellite
broadband, check if yoursatellite dish is damaged. If so, contact
your carrier as soon as possible toarrange repair.UHF radiosTwo-way
radios are specifically designed for groups or work teams who need
tocommunicate instantly. They are commonly used in work sites,
factoryenvironments, security companies, trucking and fleet
operators, retailenvironments etc. In the event of a disaster or
power loss, if your business relieson you being able to contact
your employees immediately, you may like toconsider 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 members 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 aspossible. 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 anxietyBe sure to keep your
staff well informed about business operations and requirements and
be sensitive to their needs. Disasters can cause much stress,
anxietyand depression. Look after yourself and your staff. For more
information, Queensland Health has a range of useful online
resources. You can also phoneQueensland 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
interruptedIf 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 employedduring 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 EmployeesWhether 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 thisprovision. For more information, phone
CCIQ on 1300 135 822If 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 pieceof property. If
possible, photograph items or record them on video for comparison
with pre-disaster records.File an insurance claimContact your
insurance company as soon as possible. Listen to the radio for
details on One Stop Shop RecoveryCentres 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
adjusters settlement, appeal to a higher level of management in the
company. Dont rush to settle with your insurance company. Dont
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 insurancecompany.
This letter will confirm that an outage occurred at a specified
time. 30. Financial Ombudsman ServiceIf you have further concerns
about your claim, the Financial Ombudsman Service has set up a
dedicated hotline to provide information andassistance on financial
hardship, insurance claims and other financial issues experienced
as a result of natural disasters. Calls to thehotline will be put
directly through to their disaster helpline team.Phone: 1800 337
444Email: [email protected] AidLegal assistance is
available for getting an insurance claim paid or for legal
clarification.Phone: 1300 651 188Website:
www.legalaid.qld.gov.auLeased premisesCall 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 lessors obligations and your obligations are covered
under the Retail Shop Leases Act 1994 (PDF, 271KB) and Retail Shop
LeasesRegulation 2006 (PDF, 352KB).There may be clauses in your
lease that may allow a reduction or cessation of rent depending on
theseverity of damage to the property.For more information read the
Department of Justice and Attorney-Generals retail leasing
guidelines (PDF, 271KB).Other useful contacts include:Retail Shop
Leases RegistryPhone: 1800 807 051Email:
[email protected]: www.justice.qld.gov.auQueensland
Retail Traders and Shopkeepers Association (QRTSA)Phone: 1300 721
730Website: www.qrtsa.com.au 31. Planning for clean upIt 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 VideoWhen planning for clean up you will need toconsider 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 thefollowing control measures:
safe workplace safe access to and from site personal protection
equipment hygiene required skill.Brief all site members before
starting, outlininghazards and the precautions they should
take.Advise your workers to report any additionalhazards and soon
as they arise. 32. Taking action to clean upIt 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 councilAfter a disaster,
your local council may assist with the removal ofdebris. Contact
your local council to find out what arrangement is inplace for
rubbish removal. For information and updates check theTownsville
City Council website or follow them on Facebook or
Twitter.Insurance and securityIf the external envelope of your
building is damaged (doors cant belocked, windows are broken etc.),
your contents insurance may betemporarily voided from that point
onwards, from any further losses bytheft 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 insuredperil.)Once you
have recorded and reported your initial claim, you may needto
immediately take action to protect and secure your
remainingcontents 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 businessback to normal, it is important to contact your
customers, suppliers and other key people.CustomersIt is vital to
keep in contact with your customers and clients. Advise them of any
future plans foryour business as soon as possible. (If you are
moving, send out emails to advise of new addressand contact
details. If your business has been impacted, let them know an
approximate date forresuming business.)If you do not communicate
with your customers they may go elsewhere and you run the risk
oflosing your client base. Adjust contracts with customers if
necessary.Remember, media does not always reflect the true
situation. Your customers from out of town orinterstate may be
getting a very different picture of the status of your business.
Contact them assoon as possible.SuppliersNotify suppliers as soon
as possible if you cannot accept deliveries. Make
necessaryarrangements 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 alonger period.
Notify power, phone and gas companies if your business is damaged
or destroyed, so that billing can be adjusted. 34.
DocumentsAppendix 1 - Business continuity plan templateThe business
continuity plan template contains examples of actions to be taken
whenplanning your response to a disaster. This guide will assist
you to undertake a riskmanagement plan and business impact analysis
and create incident response andrecovery plans for your
business.Appendix 2 - Further examples of checklistsThe Australian
Government has a number of useful checklists for
emergencymanagement 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 andthe second checklist
notes suggested actions to be completed immediately followinga
disaster.Queensland Government business and industry websiteFor
more practical information, resources and support to help prepare
and rebuildyour business after a disaster visit our business and
industry website and follow us onour Facebook, Twitter and YouTube
channels. 35. Web resourcesAustralian Government:
www.business.gov.auAustralian Government Business Recovery
checklists:www.business.gov.au/BusinessTopics/Emergencymanagementandrecovery/Pages/default.aspxAustralian
Government Emergency Management & Recovery
Plan:www.business.gov.au/BUSINESSTOPICS/Pages/default.aspxAustralian
Taxation Office - www.ato.gov.au/Bureau of Meteorology:
www.bom.gov.au/Bureau of Meteorology Queensland Weather and
Warningswww.bom.gov.au/qld/index.shtml?ref=hdrCCIQ Advocacy Report:
Six Months on from Queenslands Natural DisastersCentrelink:
www.centrelink.gov.au/internet/internet.nsf/home/index.htmCPA
Australia How to manage a business following a
disasterwww.cpaaustralia.com.au/cps/rde/xbcr/cpa-site/disaster-recovery-toolkit.pdfErgon
web site- www.ergon.com.auErgon Twitter follow@ergonenergyErgon
FacebookFinancial Ombudsman Service Natural Disaster Insurance
Claim SupportNorth Queensland Small Business Development Centre
Townsville-based not -for-profitorganisation providing advice and
assistance to small and medium sized
businesseshttp://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/businessQueensland 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 InformationQueensland Health
http://access.health.qld.gov.au/hid/HealthConsumerInformation/CopinginaCrisis/stressManagement_is.aspTelstra
Natural Disaster Relief PackagesThe Australian Early Warning
Network
www.townsville.qld.gov.au/resident/Disaster/Emergency/cyclone/Pages/default.aspxTownsville
City Council Cyclones and Storms
www.townsville.qld.gov.au/resident/Disaster/Emergency/cyclone/Pages/default.aspxTownsville
City Council: Disaster RecoveryTownsville City Council: Disaster
Recovery on FacebookTownsville City Council: Making an Insurance
ClaimTownsville City Council:
www.townsville.qld.gov.au/Pages/default.aspxTownsville Storm Tide
Evacuation
Guidewww.townsville.qld.gov.au/resident/Disaster/Documents/Storm%20tide%20brochure_FINAL.pdfFurther
business advice and supportAustralian Taxation Office (ATO): 13 28
61 to discuss the possibility of an extension on all taxation
commitments, The ATO mayalso be able to offer support if you are
suffering financial hardship as a result of a disaster.Chamber of
Commerce and Industry QueenslandNorth Queensland Small Business
Development Centre: 07 4723 8491Queensland Government Business
Support Centre: 1300 363 711Queensland Government Disaster Recovery
(freecall): 1800 173 349QRAA (freecall): 1800 623 946 37.
GeneralPolice/Fire/Ambulance (life-threatening emergencies):
000Police/Fire/Ambulance (if you have a speech or hearing
impairment phone through your TTY): 106Ambulance (non
life-threatening calls): 13 12 33Australian Tsunami Threat
Information: 1300 878 6264 (1300 TSUNAMI)Bureau of Meteorology
Warnings (call costs apply): 1900 955 360Ergon Energy Loss of
Supply & Emergencies: 13 22 96Origin Energy Natural Gas &
LP Gas Emergencies (leaks only): 1800 808 526Queensland BOM Land
Weather and Flood Warnings: 1300 659 219Townsville emergency
contact informationQueensland Coastal Marine Warnings: 1300 360
427Fire brigade (non life-threatening calls): 07 4771
2111Queensland Government Traffic and Travel information: 13 19
40Townsville City Council Emergency (after hours): 1300 878
001Queensland Health: 13 43 25 Townsville Hospital: 07 4796
1111Queensland Northern District Service (call costs apply): 1900
969 925 Townsville Local Disaster Management Group - Coordination
Centre: 1800 738 541Queensland Tropical Cyclone Warnings: 1300 659
212Townsville Police (non life-threatening calls): 07 4759
9777Lifeline: 13 11 14Townsville City Council contact detailsRACQ
Road Reports: 1300 130 595 Locations: 103 Walker St 86 Thuringowa
DrRSPCA: 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 822Telstra Faults: 13 22
03Email: [email protected]
