Customer Update - Customer Portal and WEX updates


18 June 2026

Customer Portal and WEX updates

As communicated in Talking Water on 26 May 2026, Murray Irrigation is undertaking a significant Information Communication Technology (ICT) Transformation project called Project Streamline.
 
The first stage of implementation is occurring from 1 July 2026. While the changes being made during this stage of the project will be primarily internal, customers will experience some small variations to your daily interactions with Murray Irrigation.


Summary of changes from 1 July 2026


  • BPAY reference numbers will be updated to match account numbers
  • Water Exchange (WEX) customer bank account details will need to be updated in the Customer Portal
  • Financial accounts, invoices and online credit card payments will be temporarily unavailable in the Customer Portal
  • Automated WEX seller and buyer notifications


Important information on what customers need to do from 1 July 2026 and further detail on why these changes are being made can be found below.

What customers need to do from 1 July 2026
 
BPAY numbers


From 1 July 2026 customer BPAY numbers will be updated to match customer account numbers. This will occur across all invoices received from the Company from 1 July 2026, including invoices from WEX and quarterly invoices.
 
Action: Once you have received your first invoice from the Company after 1 July 2026, please update your saved BPAY details within your banking system to ensure your reference number matches the listed BPAY number on your invoice.
 
Note: there will be no change to BPAY numbers on quarter 4 invoices distributed at the end of June 2026.
 
WEX customer bank details


For data security purposes, customer bank details have not been migrated across into the new system. To further improve security, from 1 July 2026, bank details can no longer be collected over the phone, and will only be collected via the Customer Portal.
 
Action: When logging into your Customer Portal from 1 July 2026, please update your bank account details within the ‘account preference’ section at the top right hand corner of the home page.

Further information on other changes occurring from 1 July 2026
 
Customer Portal


  • Current financial account balances and invoices will be temporarily unavailable within your Customer Portal. This self-service function will be reinstated later in the year when further Customer Portal upgrades are implemented. Please contact the Customer Experience team via the details below if you require a copy of your invoice.
  • Online credit card payments will be temporarily unavailable until later in the year when further Customer Portal upgrades are implemented. If you wish to pay an invoice via credit card, please contact the Customer Experience team via the details below and a member of the team will assist you to pay over the phone.


WEX


  • Sellers of water on WEX will receive a Seller Notification and Recipient Created Tax Invoice (RCTI) immediately upon transaction. This replaces the current process of weekly RCTI distribution.
  • Buyers of water on WEX will receive an invoice on the same day as transaction. This replaces the current process of next day invoice distribution.


Invoices, statements and emails


  • You might also notice some small formatting changes on emails, invoices and statements received from the Company.
  • Murray Irrigation’s bank details will not change in this process. If you are concerned that an email, invoice or statement you have received from Murray Irrigation may not be legitimate, please contact the Customer Experience team via the details below to confirm.

Future upgrades and benefits


Looking ahead, there will be some significant and exciting upgrades coming to the Customer Portal and WEX platform later in the year. These upgrades are designed to increase functionality and usability, including streamlined water ordering, account management and water trading features to allow for efficient and simplified online self-service.
 
As part of the transition to the new Customer Portal and WEX, customers will soon begin receiving prompts to check and update your information within the current portal to ensure a smooth and seamless transition when the time comes.
 
Keep an eye out in the coming months for further information on these changes, including details where you can access training and support prior to the changes being implemented.
 
The team is working hard to minimise any inconvenience this significant system upgrade may create for customers - and we appreciate your patience.     

For any questions relating to the above information or Project Streamline as a whole, please contact Customer Experience on 1300 138 265 or email customersupport@murrayirrigation.com.au


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