Telcos step up to help customers impacted by Cyclone Alfred

9 March 2025: Telcos have stepped up to help customers impacted by ex-Tropical Cyclone Alfred, providing a range of assistance packages while working day and night to keep networks operational.

“Staying connected is critically important during natural disasters, and telcos have stepped up to ensure Australians impacted by Cyclone Alfred get the assistance they need,” said Luke Coleman, CEO of telecoms industry peak body, Communications Alliance.

“Close to 700 mobile sites across all three networks were impacted at some point, predominantly due to power outages, with many of these back online again thanks to rapid response efforts from telcos and assistance from emergency services. Network operators have been working day and night to connect backup power generators and deploy temporary networks, even airlifting in Cell-On-Wheels (COWs) to keep people connected in impacted areas.”

“While telcos are currently focussed on keeping Australians connected, once conditions have improved and remediation efforts have concluded Comms Alliance will engage with State and Commonwealth emergency management agencies to review the handling of the cyclone and further refine our preparation for future events,” Mr Coleman said.

Telcos are providing a range of assistance packages to help impacted customers stay connected during the cyclone and recovery efforts:

nbn is working on a funding relief package to help Retail Service Providers (RSPs) provide financial support to their customers affected by the cyclone. nbn will be working with RSPs over coming days to understand the needs of impacted customers and how to best support them together.

Telstra will provide 100GB of extra data for post-paid and 25GB for prepaid mobile customers in impacted areas, and will divert landline calls to another number of the customer’s choice. Telstra payphones are also available to make free local and national calls to fixed lines and free calls to standard Australian mobile numbers. Telstra has also enabled free use of the Telstra Air Wi-Fi network in locations where payphones provide it. More information is available at https://www.telstra.com.au/aboutus/support-in-times-of-need/disaster-relief

Optus will provide access to 100GB of bonus data per bill cycle over 3 billing cycles to eligible consumer and business post-paid mobile customers on selected plans, while eligible prepaid mobile customers on selected plans with an unexpired recharge will receive a once-off 75GB of bonus data per eligible service. Customers may also be eligible for a complimentary recharge on a prepaid service if the service has expired or will expire between the 6 March and 10 March 2025. More information is available at www.optus.com.au/notices/cyclone-alfred

Vodafone will provide disaster relief bonus data to customers in eligible postcodes, providing 100GB of bonus data on postpaid plans, 25GB of bonus data on $35–$320 Prepaid Plus plans, 5GB of bonus data on the $12 Prepaid Plus plan, and 3GB of bonus data on PaynGo and 365 Day plans. More information is available at www.vodafone.com.au/support/notify/tropical-cyclone-alfred-disaster-relief

Comms Alliance recently hosted a ‘Telco and Energy Resilience Dialogue’ with the National Emergency Management Agency (NEMA) and participants from the telecoms and energy sectors to improve collaboration – with a focus on network remediation during natural disasters.