Peak 247: The spirit of community during disaster
By Natasha Wright, General Manager - Corporate Services
In March 2025, ex-Tropical Cyclone Alfred (ex-TC Alfred), was predicted to be the most extreme weather event in 50 years, devastated the southeast coast of Queensland. During this challenging time, the Peak 247 contact centre were there to answer community calls on behalf of local governments, Brisbane Airport, and utility companies. Their unwavering dedication ensured that the community's needs were met before, during, and after the cyclone, even as they prepared for the storm's impact on many of their own doorsteps.
Long before the warning of ex-TC Alfred, our experienced team was well versed in providing support to communities across Queensland during storms and natural disasters, as well as regular day time call overflow and after hours customer service. As the warnings of TC Alfred intensified, Peak ensured the 247 team, and all systems were ready for increased or affected communications. Staffing was increased, and interactive voice response (IVRs) were on standby to inform customers of any potential call surges or technical issues.
We communicated regularly, openly and transparently with our 247 clients, both affected and unaffected by ex-TC Alfred, to understand their preparedness and see what more we could do to help. This was instrumental in supporting the community during this time and ensuring our staff were well-prepared with the information to address their community’s enquiries.
Initial call enquiries from concerned residents before the event focused on access to sandbags, location of evacuation centres and understanding potential closures of relevant services.
It was important for us to have two-way communication with our clients and share the key themes of customer enquiries so we could learn from each other and provide the most reassuring service to concerned customers. This allowed our clients to understand what their customers needed at the time, and also provided us with the opportunity to have up to date information that could be shared will customers on the phone.
As ex-TC Alfred made landfall, the Peak 247 team, true to their name, was at the forefront of the crisis response. Our 247 team remained available around the clock, ensuring that calls were answered, and enquiries answered, providing essential support to those at their time of need.
Calls during and after the event related to flooding and leaks, road closures, fallen trees, straying animals and waste collection/dumps.
The team collaborated closely with our clients, disseminating crucial information and updates. They regularly updated scripting, with many organisations standing down duty officers until it was safe for them to act.
Peak 247 played a key role in relaying frequent updates to Urban Utilities, enabling them to respond promptly to any disruptions and maintain essential services during the cyclone. Lisa Laws, Manager Customer Services, Urban Utilities explained that the “planning and behind the scenes work (that many people don’t see), ensurd things were as smooth as they could be. . . and ensuring resources were available to support and the transparency when they weren’t so that we could work together”.
It is a strong sense of community that makes Peak 247’s clientele truly unique and exceptional. This was evident with ex-TC Alfred, as some of our clients and their staff worked additional hours so the 247 team could prioritise those calls in the communities most affected.
Even after the winds had calmed and the waters had receded, Peak 247s role was far from over. Their dedication to supporting the community continued in the aftermath, with over 600 calls received on the day after the event. Not only does the team provide out of hours services but also a valuable overflow service to clients during the day.
The team provided critical support to recovery efforts, helping communities to report damages and navigate the recovery process with councils and utilities. A continuous communication loop between our clients and Peak ensured that efforts were concentrated where they were needed most with key themes being identified.
The Peak 247 team's response to TC Alfred demonstrates their dedication, resilience, and excellence in client support. Their preparedness, support during the event, and continued assistance afterwards highlight high service standards. As the community rebuilds, Peak 247 remains a reliable partner, ready for any challenge.
Peak 247's performance during TC Alfred solidified their reputation as a dependable support provider and underscored its role in safeguarding the community.
If you would like more information on how Peak 247 can assist you, please contact Ben Klitscher, Manager – Bids & Peak 247 bklitscher@wearepeak.com.au or 0404 391 587.