Natural disaster response for tourism organisations

• Local Disaster Management Group (LDMG)
• District Disaster Management Group (DDMG)
• Local police
• Local fire department
• Regional tourism organisation (RTO)
• Local tourism organisation (LTO)

• State Disaster Coordination Centre
• Queensland Police Service (QPS)
• Queensland Fire and Emergency Services (QFES)
• Tourism and Events Queensland (TEQ)
• Department of Tourism and Sport (DTS)

• Australian Government Crisis Coordination Centre
• Tourism Australia

• Check facts with lead agency – duration, specific area, visitor and travel impacts, public messaging.
• Brief RTO CEO, Chair and staff.
• Conference call with local tourism crisis group.
• Brief tourism recovery group – TEQ/QTIC/DTS.
• Liaise with lead agency – agree response, messaging and RTO role.
• Print out up-to-date contact list.
• Ensure readiness of emergency and first aid kits, charge portable devices, fuel company vehicles and generator, secure loose office items.
• Prepare messaging.
• Contact tourism operators, local tourism organisations and visitor centres re updates, establish if assistance required, explain how to assist stranded visitors.
• Advise operators to visit the small business disaster hub for tourism and hospitality tips on how to prepare, respond, recover and communicate when a natural disaster hits.
• Monitor media and log enquiries – refer emergency-related queries to the lead agency.
• Respond to tourism-related media queries only.
• Revise or suspend advertising and scheduled social media.
• Post relevant updates encouraging visitors to refer to local disaster dashboards.

• Call meeting to advise staff of situation and ensure their safety.
• Advise visitors to leave the area if safe to do so and direct them to local council disaster dashboard/information.
• Send updated notifications/emails/texts to trade, members and other stakeholders also directing them to local council disaster dashboard.

• Enact office safety protocols—secure windows and doors, clear desktops, unplug electrical equipment, ensure systems backup up to date and secured, master electrical board shutdown and valuables in safe.
• Send updated messages to all stakeholders advising of office shutdown and where to access latest emergency updates via local council disaster dashboard/information or local ABC radio.
• Advise visitors to leave the area if safe to do so or to seek appropriate shelter (evacuation centres listed on local council disaster dashboards).
• Change office’s phone recorded message to advise of office closure and direct people to local disaster dashboard.
• Send all staff home.
• Post message on the visitor information centre noticeboard and transfer centre phone to mobile, if applicable.

• Check the BOM’s Queensland tsunami bulletin to verify warning.
• Forward marine and water warning messages to staff and stakeholders.
• Tell staff and stakeholders the threat is real and advise them to tell visitors and others via PA, loudspeaker, or other means to get to higher ground.
• Advise marine and boating tourism operators of warnings and all visitors to move away from the water and rivers.
• Evacuate to higher ground of 10m or more. If you cannot reach high ground, evacuate to an upper floor of a concrete or brick multi-storey building, if one is available.
• Listen to local ABC radio station for ongoing alerts.
• Where possible, send a series of messages to motivate operators and visitors to act.

• Liaise with TEQ and LDMG.
• Where appropriate send out 4-hourly regular notifications.
• Send (email, SMS and social media) updates to:
  • tourism operators
  • transport providers
  • visitor centre electronic noticeboard
  • TEQ
  • LTOs.
• Send LTOs/tourism operators a link to the Small business disaster hub for tourism and hospitality tips on how to prepare, respond, recover and communicate when a natural disasters hits.
• Liaise with tourism operators to support stranded or evacuated visitors.
• RTO respond to tourism-related media related enquiries.

Get ready this storm season. Top preparation tips include:

• Make a plan to identify your risks and what you’ll do, including evacuation plans.
• Review insurances, finances, and policies, including cancellation/refund policies.
• Prepare your premises – clear vegetation and loose items, back up data and pack an emergency kit.
• Plan for power outages, loss of deliveries, access, and alternate ways to operate.
• Advise current and future guests about imminent natural disaster alerts, business cancellations and closures and where they can find more information and updates.
• For more tourism and hospitality tips on how to prepare, respond, recover and communicate when a natural disaster hits, visit the small business disaster hub.

• Our priority is allowing emergency services to do their job to ensure people, property and infrastructure are safe.
• We are working with the relevant authorities to ensure the safety of visitors in the region.
• The tourism industry is well prepared for events such as this, with management plans in place to keep visitors safe.
• If it is safe to do so, we encourage you to leave the region as soon as possible.
• You can find latest emergency updates via the local council disaster dashboard/information or local ABC radio.
• For information about bookings or changes to arrangements please contact your accommodation or transport providers directly. Do not phone Triple Zero (000).
• For information about ground transfers to XXXX (provide details) Airport visit XXXX (provide details).
• We will provide regular updates to local operators through our social media channels.
• Our visitor information centre will be closed from XXXX (provide details).

• Visitors should monitor our social media channels for the latest information and always listen to the advice of authorities.
• If it is safe to do so, visitors should immediately leave the region.
• For information about bookings or changes to arrangements please contact your accommodation or transport providers directly. Do not phone Triple Zero (000).
• For information about ground transfers to XXXX (provide details) Airport visit XXXX (provide details).
• If you are unable to leave the region, please seek shelter in a safe place.
• Local shelters are located at XXXX (provide details).  For more information visit XXXX (specify how they should do this). If you find yourself in an emergency situation, phone Triple Zero (000).
• Our visitor information centre will be closed from XXXX (provide details). Visit our Facebook page for the latest updates on conditions and access restrictions.

• Visitors should not put their life at risk and are asked to observe all signage, barriers, and instructions from emergency services.
• Bushfire warnings are in place for these incidents and people should ensure they stay up-to-date with the latest information by checking the QFES website and tuning into local radio (XXXX) (provide local radio details).
• For a full list of national park and forest closures, visit park alerts
• Remain vigilant, report fires to Triple Zero (000) early and follow the advice of emergency services and other authorities.
• Everyone should have a bushfire survival plan in place, so they know what to do in the event of a bushfire.
• If you see an unattended fire or suspicious activity, report it immediately to Triple Zero (000).
• If you are experiencing any adverse reactions to bushfire smoke, such as shortness of breath, prolonged coughing or wheezing, seek medical advice or phone Triple Zero (000) in an emergency.
• Fires can create hazards on our roads.
• Road conditions are changing quickly as fires escalate. Visit QLDTraffic for the latest updates on conditions and access restrictions. To hear the latest traffic incidents in your area, phone 13 19 40.
• Motorists should drive to conditions, particularly in areas with limited visibility due to smoke.
• Don’t travel in fire-affected areas unless directed by authorities that it’s safe to do so.
• Motorists should be aware of emergency service vehicles, slow down and safely move out of their path so they can respond quickly to fires.

• A threat to the marine environment of dangerous rips and waves, strong ocean currents and some localised overflow onto the immediate foreshore exists from XXXX (provide location) starting after XXXX (provide time and day) [AEST] and persisting for several hours.
• The tsunami threat will commence any time after the following local times and will persist for several hours: XXXX (provide locations and times).
• People are strongly advised by authorities to get out of the water and move away from the immediate water’s edge of beaches, marinas, harbours, coastal estuaries, and rock platforms.
• Boats in harbours, estuaries or shallow coastal water should return to shore.
• Secure your boat and move away from the waterfront.
• Vessels already at sea should stay offshore in water at least 25m deep until further advised.
• Do not go to the coast to watch the tsunami as there is the possibility of dangerous flooding of the immediate foreshore.
• Check that your neighbours have received this advice.
• Tsunami waves are more powerful than the same size beach waves. There will be many waves and the first wave may not be the largest.

• The local emergency authority has ordered the evacuation of low-lying parts of coastal towns and villages including XXXX (provide locations).
• People are strongly advised to go to higher ground, at least 10m above sea level, or if possible, move at least 1km away from all beaches and the water’s edge of harbours and coastal estuaries.
• Take only essential items that you can carry including important papers, family photographs and medical needs.
• It may be in your own interests to walk to safety if possible to avoid traffic jams.
• If you cannot leave the area take shelter in the upper storey of a sturdy brick or concrete multi-storey building.
• Tsunami waves are more powerful than the same size beach waves, with the first wave not necessarily being the largest.
• Once you are in a safe location, stay there until advised by officials that it is safe to leave.
• Listen to your local ABC radio for updates.

• If you are in a life threatening or dangerous situation or require emergency assistance, phone Triple Zero (000). For all other weather event updates visit XXXX (provide details).
• We encourage visitors to stay up to date with the latest on the XXXX (provide details) event by following QFES on social media, visiting the QFES website and tuning into local radio.
• Always take emergency authorities’ advice.

• Please refer to XXXX (provide details) for latest emergency updates.
• You should seek shelter immediately or find your nearest evacuation centre. For details visit XXXX (provide details).
• For information about bookings or changes to arrangements please contact your accommodation or transport providers directly. Do not phone Triple Zero (000).
• Visit XXXX (provide details) for information about closures or impacts on major tourist attractions in this region. Do not phone Triple Zero (000).
• See What to do when visiting Queensland and a natural disaster strikes fact sheet for further advice.

• Road conditions are changing quickly as fires escalate. Visit your local council disaster dashboard for the latest updates on conditions and access restrictions.
• If you are in a fire-affected area, or if your plan is to leave, identify where you will go if the situation changes. Plan your evacuation route and check traffic conditions before you travel. You should reconsider any non-essential travel.

• DROP to the ground; take COVER by getting under a sturdy table; and HOLD ON until the shaking stops.
• If you are in bed, turn face down and cover your head and neck with a pillow.
• Do not use a doorway except if you know it is a strongly supported, load-bearing doorway and it is close to you.
• Do not use the elevators. Do not take shelter near any glass, windows, outside doors and walls, and anything that could fall.
• Stay inside until the shaking stops and it is safe to go outside.
• If outdoors, stay there. Move away from buildings, streetlights, and utility wires.
• If you are in a car, pull over and stop. Set your parking brake.

• All guests must follow emergency services directives and those issued by hotel staff in the event of an evacuation.
• Expect aftershocks to follow the main shock of an earthquake. Be ready to Drop, Cover, and Hold On if you feel an aftershock.
• If you are in a damaged building, go outside and quickly move away from the building. Do not enter damaged buildings.
• If you are trapped, send a text or bang on a pipe or wall. Cover your mouth with your shirt for protection and instead of shouting, use a whistle if possible.
• Use disposable tissues, alcohol-based hand sanitizer and disinfectant wipes where possible.
• If you do not have these items available, check with hotel staff.
• Our first priority is your safety, and we understand that physical distancing may not be possible under current circumstances.
• But for the safety of other guests, we ask you wear a face mask, sneeze or cough into disposable tissues, avoid direct contact with others and physically distance wherever possible.
• If you are concerned or unsure what to do, speak to the hotel staff.

• Remember…do not be fooled…tsunami waves can seem to stop for extended periods and then begin again. Wait for the official all clear to return to threatened areas.
• People should stay clear of low-lying coastal areas and along coastal rivers as tsunami waves can travel up from the mouth of these rivers.
• Bulletins will be issued regularly.
• Listen to your local ABC radio or visit the BOM’s tsunami bulletins if available for updates.

• For information regarding airport status and road closures visit XXXX (provide details of local disaster dashboard).
• For information about bookings or changes to arrangements please contact your accommodation or transport providers directly.
• We have been working with authorities to assess the safety of the region and will advise as soon as it is safe for people to return.
• Cyclones/flooding are a part of life in the tropics and our landscape recovers quickly from these natural weather events (use photos to show this).
• To continue your holiday, consider visiting XXXX (provide links to nearby areas/regions open for business), which has not been impacted and is open for business.

• XXXX (provide details) is now open for business. Local roads, transport networks, accommodation providers and other local businesses are now open, and our region is ready to welcome visitors back.
• Contact your local travel provider to see the many great deals available that will allow you to experience everything XXXX (provide details) has to offer.
• Visit our live webcams at XXXX (provide website details) to see current conditions.

Cyclone, flood or severe storm:

• For locals and visitors currently in the XXXX region looking for information regarding XXXX (provide details), visit the XXXX City Council disaster dashboard or listen to the local ABC radio station (provide local radio details). Our office will be closing from XXXX (provide details). In the meantime, ensure you are cyclone ready. Remain safe and in the event of an emergency phone Triple Zero (000).
• If you had planned to visit our region but now want to change your plans, contact your travel providers for advice on rebooking or cancellations. You can also visit the XXXX disaster dashboard for more information.
• For visitors who plan to leave the area, weather conditions mean that some transportation options may not be available, so phone ahead first and monitor the situation on XXXX disaster dashboard.

Fire:

• In the event of a bushfire, you should monitor the situation at the QFES website or Facebook page. Listen to all advice provided by authorities and act accordingly.
• A total bushfire ban is currently in place for our region. Remember if you are camping, this rule applies to you. If you spot a fire, phone Triple Zero (000). Visit park alerts or more information.
• Due to the weather alerts in place, our region will be experiencing closures of major attractions, tours and other activities until we can ensure the safety of our visitors. For more information visit XXXX disaster dashboard.

• Please refer to XXXX City Council disaster dashboard for latest emergency updates and how to remain safe during the cyclone. You can also tune into the local ABC radio station XXX AM for updates.
• If you are seeking emergency shelter, visit XXXX disaster dashboard to find your nearest emergency evacuation centre. Do not phone Triple Zero (000).
• Visitors who need access to food and fresh water can visit the nearest distribution centre located at XXXX (provide details). For more information visit XXXX disaster dashboard.
• Our visitor centre is closed, but you can find assistance at the nearest emergency evacuation centre. For details visit XXXX disaster dashboard.
• Remember to stay indoors and do not risk your life or the lives of others. Follow all advice from authorities and monitor updates by visiting XXXX disaster dashboard or listening to ABC radio.
• Never cross a flooded river, causeway, creek or road. If you can’t get through, call the SES on 13 25 00 and wait for assistance. In an emergency phone Triple Zero (000).

• Getting in and out of XXXX (provide details).
• For the latest updates on road closures and XXXX (provide details) Airport status visit XXXX disaster dashboard or the XXXX Airport Facebook page.
• Your holiday isn’t over yet.
• Why not visit Townsville’s Wallaman Falls. The area is safe to visit and better than ever, with record water flows. Find out where to stay and how to get there.
• Continue your holiday in Tropical North Queensland.
• No need to head home yet. To continue your holiday why not visit Cairns and the Great Barrier Reef. To see how to get there and what’s on offer visit Tourism Tropical North Qld.
• Check out our latest campaign to see how we’ve bounced back from the recent cyclone (provide links to videos/images).
• We’re open for business and welcoming visitors back to our region. Don’t take our word for it, come and see for yourself. Book your holiday today at XXXX (provide details).