Remote Australians fear new Telstra phone system will hinder emergency calls

Telstra is set to discontinue its Customer Access Network (CAN) Radio phone system, a lifeline for thousands in remote Australian cattle stations for over 40 years. The company plans to replace the aging technology, which relies on backup solar power, with a new satellite system by November 2027. This move has sparked significant concern among residents who depend on CAN Radio for essential communication, particularly during emergencies.

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She suffered a severe head injury and we had to get the helicopter out for her. If we didn't have a reliable landline, we wouldn't have her. It's as simple as that.

For decades, CAN Radio has provided a reliable landline service in areas where traditional infrastructure is not viable. Its integrated backup solar power system has been crucial, as demonstrated by Kate Ashton of Mount Coolon. She recounted how the system's reliability was vital when her daughter suffered a severe head injury in 2014, enabling a timely helicopter rescue. Ashton worries that the new satellite system, which requires customers to source their own power, will not offer the same level of reassurance, especially during summer storms that can cause prolonged power outages.

Amanda Clark, another resident, echoed these concerns, highlighting the potential delay in emergency communication if the new system fails during a power outage. She explained that even with generator backup, there's a critical time window while starting the generator before communication can be re-established. This uncertainty about consistent emergency contact is a major point of distress for many residents who are accustomed to the dependable power supply of the CAN Radio system.

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Even when they do have generator backup, you have to then go out and start that generator, and it'd be probably a five-minute window that the generator's started. You'll come back in and you're waiting for Starlink to kick in for you to get communication out if there's an emergency.

Telstra, however, defends the transition, stating that the new satellite technology will offer more reliable connectivity and enhanced safety. Marty McGrath, Telstra's fixed connectivity executive, explained that CAN Radio is becoming increasingly unreliable and difficult to repair, with parts no longer manufactured. He acknowledged the challenges in sourcing spares, which makes restoring service difficult and is expected to worsen. Despite Telstra's assurances, remote residents remain apprehensive about the practicalities of maintaining reliable power for the new satellite system during frequent and sometimes lengthy power outages.

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[CAN is] increasingly unreliable, hard to repair, and frankly, not what we think customers can rely on for their connectivity. The manufacturer of the equipment no longer builds the equipment. We can't source spares so when it goes out, it can be really challenging for us to bring it back [online], and that's only going to become increasingly more challenging.