CAN Radio (also known as HCRC, Radio Phone, SCARS, DCARS or MCARS) is a legacy Telstra voice service that has connected rural and remote premises for decades using radio technology, to provide a Standard Telephone Service (STS).
Telstra has advised that the CAN Radio/HCRC network has reached the end of its operational life. As the ageing technology can no longer be maintained over the long term, Telstra is retiring these services and migrating customers to replacement technologies by 16 November 2027.
Customers will be contacted directly by Telstra about the retirement of their service and the replacement technology being offered. Migrations will occur progressively, with customers contacted in stages or “batches”, meaning not all CAN Radio/HCRC customers in an area will receive migration information at the same time.
For many rural and remote Australians, this is more than simply changing a home phone service. The replacement technology will have different power requirements, equipment, installation needs and operating characteristics. Taking the time to understand these changes before agreeing to migrate will help ensure the replacement service is suitable for your needs.
Telstra Can RADIO / HCRC Fact Sheet
What IS CAN RADIO/HCRC being replaced with ?
Depending on your location and available coverage, Telstra will offer one of the following replacement technologies:
Telstra 4G Fixed Wireless Voice – a home phone service delivered over the Telstra 4G mobile network. If you have mobile coverage at your property, or close by, ask Telstra to investigate this option.
Telstra Satellite Voice (powered by Starlink) – a home phone service delivered via the Starlink satellite network, generally offered in more remote areas where mobile coverage is unavailable or unsuitable.
Your Rights Don’t Change
Although the technology used to deliver your home phone service is changing, your replacement Telstra home phone service will continue to be a Standard Telephone Service (STS) delivered under the Universal Service Obligation (USO). This means you continue to receive the important consumer protections that apply to USO voice services. These protections include:
- connection, fault repair and appointment timeframes under the Customer Service Guarantee (CSG);
- compensation if those timeframes are not met (where applicable);
- access to Priority Assistance for eligible customers; and
- ongoing consumer protections relating to the supply and maintenance of your standard telephone service.
To learn more about your rights under the Universal Service Obligation and the Customer Service Guarantee, visit BIRRR’s Landline Phones and the Universal Service Obligation (USO).
Understanding Your Replacement Technology
Both replacement service technologies provide a Standard Telephone Service (STS), but they operate differently and have different limitations.
Before placing your order, ask Telstra to confirm in writing:
– If this service becomes unavailable, what backup communication options should I consider?
– Why has this technology been recommended for my property? Has my property been assessed to confirm this technology is suitable?
– What are the known limitations of this technology at my location?
– How is the service likely to perform during severe weather, network outages or congestion?
Before agreeing to migrate, ask Telstra to explain why the proposed replacement technology has been selected for your property, how it was assessed, and what changes you should expect compared to your existing CAN Radio/HCRC service.
What to Know Before Placing An Order
Before accepting a replacement service, take the time to understand what is being offered, any ongoing obligations and how the change may affect your telecommunications services.
1. Equipment, installation and costs
Your new Telstra voice service should cost $50 per month ($10 monthly discount for eligible health care card or concession card holders), there should be no equipment, installation or other associated fees.
NB: in some cases there may be a modem return fee if you choose to cancel the service within 24 months, this is waived if you return the modem to Telstra.
Telstra are required to offer a free professional installation if migrating you to a Telstra Satellite Voice Service, or if your 4G Fixed Wireless service requires any antennas or mounted equipment. Both services use a Telstra Smart Modem, which requires power to operate.
The two plans currently offered depend on the technology installed at your premises.
Telstra Upfront Phone Plan for 4G Fixed Wireless
Telstra Satellite Voice (powered by Starlink)
Before placing your order, ask Telstra to confirm in writing:
– what equipment will be supplied & who will install it;
– is there a recommended phone handset;
– what is the wait time for the installation & how will you be kept updated of the process;
– the costs of the monthly plan & if there are any concessions or discounts that could apply to your account;
– whether any modem or equipment return fees may apply (if you decide to cancel at any stage);
– the installation requirements – does a technician need access to your roof, buildings or other infrastructure & is any preparation needed before installation; and
– where is the best place to install any equipment (noting it will need access to power).
2. Priority Assistance
If someone living at your property has a diagnosed life-threatening medical condition and relies on a home phone service, you may be eligible for Telstra Priority Assistance. If you are already registered, confirm that your Priority Assistance status will transfer to your replacement service. If you believe you may be eligible, ask your Telstra case manager or visit Telstra’s Priority Assistance webpage to apply.
Let your Telstra case manager know as early as possible if anyone at the property relies on the home phone for medical reasons.
3. Your Phone Number
You have the right to keep your existing landline phone number. As part of the migration, Telstra may initially connect your replacement service using a temporary phone number while your existing number is transferred to the new service. Once the transfer is complete, your original phone number will become active on your replacement service.
Your existing MessageBank will not be transferred to the new home phone service and will be permanently deleted. You won’t have access to old messages. Telstra have this page on how to set up MessageBank on your new service.
Before placing your order, ask Telstra to confirm in writing:
– that your existing phone number will be retained;
– whether a temporary phone number will be used during the migration;
– when your existing number will be transferred to the new service;
– how to set up MessageBank on your new plan;
– how to restore features such as caller ID, calling number display etc; and
– whether there will be any interruption to incoming or outgoing calls during the transition.
Do not agree for your existing service to be disconnected until your replacement service has been installed, tested and your existing phone number has been successfully transferred.
4. Power requirements
One of the biggest changes from CAN Radio / HCRC is that your new voice service will require power at your premises. Telstra state the replacement services need a reliable 230–240V power supply. In you live in an area without mains power access or with unreliable mains power you may need to also consider power backup in the event of power outages or issues with your off-grid power set up.
NB: Telstra may provide a battery backup for Priority Assist Customers – if you have a medical priority voice service you will need to check this with Telstra.
Before placing your order, ask Telstra to confirm in writing:
– what you need to do to provide a suitable power supply (advise Telstra whether your property is connected to mains power or an off-grid power system);
– under normal operation, what equipment will be installed, its typical power consumption (watts) for continuous operation 24/7, and how many 230–240V power outlets are required;
– for backup power (in the event of an outage or issue with your self-supplied power), which equipment needs to remain powered during an outage, the total power consumption (watts), the estimated energy required per hour (Wh), and how many 230–240V backup power outlets are required; and
– discuss how you will make emergency calls if your power supply becomes unavailable.
BIRRR is developing a separate Power and Backup Guide to help customers understand the power requirements of modern home phone services and the power options available.
Newer voice services will not work during extended power outages unless additional backup, such as a generator, solar batteries or power cube, are installed. Some services, such as 4G Fixed Wireless, are also dependent on power at the tower and will not work if there is a power outage affecting the local tower.
5. Billing & identification
A change in the technology used for your voice service may also mean new billing systems, structures and plans and a requirement to redo identification processes. Use this opportunity to ensure your account authorities and address and contact details are up to date.
Before placing your order, ask Telstra to confirm in writing:
– the name of your new home phone plan and any changes to your billing arrangements;
– if it is a business bill does it remain in a business name and remain bundled with other services you may have;
– whether your monthly charges, bundling discounts or concessions will change;
– whether you will receive a new account number, bill or service reference number and will this change how you receive your bill or the payment options available;
– what identification or verification is required before your new service can be connected (and is this different for business accounts); and
– that your account authorities, service address, postal address and contact details are correct.
6. Redundancy / Backup
No communications technology is 100% reliable. Before accepting your replacement service, consider how you will stay connected if your primary service becomes unavailable due to a power outage, equipment failure, severe weather or network outage. If your home phone and broadband rely on the same equipment or network, a single failure may affect both services at the same time.
BIRRR encourages a layered approach to connectivity, where practical and affordable, so you’re not relying on a single technology. This may include using an independent broadband provider or having a separate backup communication option, particularly if you have limited or no mobile coverage or experience frequent power outages or monsoonal rain events. Before deciding whether to bundle your home phone and broadband with the same provider, consider how this may affect the resilience of your communications.
Don’t put all your eggs in one basket. To explore alternative broadband options available at your location, visit BIRRR’s Getting Connected Guide: https://birrraus.com/getting-connected/
If you have little or no mobile coverage, ensure you have at least two independent ways to communicate. If one service fails, you’ll still have a backup when you need it most.
7. Support
BIRRR recommends using the contact number / email on the correspondence Telstra has sent you regarding migration. If you have issues post migration there are several ways to get support.
– Telstra Regional Helpline 
1800 990 853 
7 days a week, 7 am–11 pm AEST
– Sign in to My Telstra to check your service, run simple tests and automatically raise a fault ticket. The My Telstra App uses a 2-factor authentication process and has multiple options such as text messaging, email and a pin to verify your sign in.
At this stage Telstra DO NOT plan on having a specialised support number for this service, similar to 1800 RRADIO
8. Connected Devices
If you have devices connected to your current CAN Radio/HCRC service, it is important to check whether they will continue to operate with your replacement service. These may include:
- Medical alarms or personal emergency response systems (Medi-alert)
- Back-to-base security or fire alarms
- EFTPOS terminals
- Fax machines
- Auto-diallers
- Monitoring systems or other equipment that relies on a landline connection
Some older devices may not be compatible with modern voice services or may require reprogramming, replacement or an alternative method of connection. Connected devices may also stop working during a power or network outage.
BIRRR recommends contacting the manufacturer or provider of any medical alarm, security system, fire alarm, EFTPOS terminal or other connected device to confirm it is compatible with your new service before your existing service is disconnected.
9. CAN RADIO / HCRC Tower Ownership
If you are interested in arranging ownership of the existing HCRC/CAN RADIO tower and battery equipment BIRRR can pass on a Telstra contact, please email us for details – birrraus@gmail.com
Please note not all towers are owned by Telstra or able to be transferred to property owners.
Not Sure What to Ask Telstra ?
BIRRR has done the hard work for you. Download our CAN Radio / HCRC Migration Cheat Sheet & Email Template, copy and paste the email (delete any questions that are not relevant or not required) and send to your Telstra case manager to request the information you need before deciding whether to proceed with the migration.
Do I have other options ?
While Telstra’s replacement services are designed to continue providing a Standard Telephone Service (STS) under the Universal Service Obligation (USO), you may wish to consider other ways of making and receiving calls. NB: The options below are not USO Services. They do not attract the same USO obligations, repair and installation timeframes, Customer Service Guarantee (CSG) protections or Priority Assistance arrangements. Alternative options may include:
- VoIP (Voice over Internet Protocol) – making and receiving calls over a seperate broadband provider and internet connection, such as nbn Sky Muster (which will be soon migrated to nbn LEO), a Wireless Internet Service Provider (WISP), or your own fixed Starlink service.
- Wi-Fi Calling (VoWiFi) – using a compatible mobile phone to make and receive calls over a Wi-Fi connection instead of the mobile network.
- Mobile Phone – where suitable mobile coverage is available, a mobile phone may meet your voice communication needs.
- Satellite-to-Mobile (Direct-to-Device) services, an emerging technology that allows compatible mobile phones to communicate directly with satellites when outside terrestrial mobile coverage, and you are outdoors with a direct line of sight to the sky. NB: While this technology is evolving rapidly, it is not currently a replacement for a dedicated home phone service and capabilities and features vary depending on your location, handset, mobile provider and plan.
This section is currently being developed and will be expanded as new technologies and providers become available.
Key Takeaways
- Do not assume advice from providers/sales reps is always correct — ask questions, post on BIRRR if you are unsure, email BIRRR – birrraus@gmail.com or reach out to the Telecommunications Industry Ombudsman if you are having issues with your migration.
- Resilience, power and redundancy matter in rural and remote areas.
Developed for BIRRR by numerous volunteers, using our lived experience and Telstra Fact sheets updated 08/08/26
*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your phone/voice service.
Better Internet for Rural, Regional & Remote Australia (BIRRR) 