Murray Irrigation
CUstomer Complaints Handling
Customer Complaints Handling
Murray Irrigation is committed to addressing customer complaints in a fair, timely, and respectful manner. We view complaints as valuable opportunities to understand customer concerns, improve our services, and strengthen relationships. All complaints are taken seriously and are assessed objectively, with a focus on clear communication, transparency, and achieving practical outcomes. We strive to resolve issues as efficiently as possible while ensuring customers are kept informed throughout the process. Feedback received through complaints is also used to identify trends, improve operational practices, and support our commitment to continuous improvement.
Policies and procedures
Murray Irrigation's Complaints Handling Policy and accompanying Procedures are intended to ensure that Murray Irrigation handle complaints fairly, efficiently, and effectively.
The complaint management system is intended to:
- enable us to respond to issues raised by people making complaints in a timely and costeffective way,
- boost public confidence in our administrative process, and
- provide information that can be used by us to deliver quality improvements in our products, services, staff, and complaint handling.
You can view the company's relevant complaints handling policy and procedures below.
Complaints handling policy and procedures
Energy & Water Ombudsman NSW - Free, Independent Complaints Service
From 1 July 2026, the Energy & Water Ombudsman NSW (EWON) will provide irrigation customers access to a free, fair and independent pathway for resolving complaints related to access to water supply and service delivery. From this time, any customer will be able to make a complaint using EWON’s
online complaint form or via their free call number, 1800 246 545.
In this customer
fact sheet EWON outlines:
- Who can make a complaint
- Issues that EWON can assist customers with (eg. service complaints, water access, billing disputes, metering, and more)
- Matters that fall outside EWON's jurisdiction (eg. Government policy, criminal matters, setting of prices or charges, Governance or internal decision making of irrigation corporations).
EWON has a 'no wrong door approach' for matters that it can’t assist customers with. In such cases, it will refer customers to the most appropriate alternative organisation. This EWON customer fact sheet provides more information.
For more information on irrigation-related complaints, visit EWON's webpage.
All our customers have the right to contact EWON at any time for independent advice and assistance.
However, we do hope you will contact us directly to allow us the opportunity to rectify any issues.
EWON’s contact details are below.
Energy & Water Ombudsman NSW
Freecall: 1800 246 545
Freefax: 1800 812 291
Website: www.ewon.com.au
Post: Reply Paid 86550, Sydney South NSW 1234
Ways to contact EWON
| Contact method | Details |
|---|---|
| Free call | 1800 246 545 |
| Online | Submit a complaint or enquiry onlin |
| Free post | Reply paid 86550, Sydney South NSW 1234 |
| Interpreter Service | EWON use Translating and Interpreting Service (TIS). If you need an interpreter, please let them know. |
| National Relay Service | If you are deaf, or have a hearing or speech impairment contact us through the National Relay Service . Speak and Listen number: 1300 555 727 TTY number: 133 677 SMS Relay number: 0423 677 767 |
