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COVID-19 Update

Customer COVID-19 FAQs   

1. What is MI doing to ensure it keeps operating through the COVDID-19 crisis?

The NSW Government has confirmed that Murrumbidgee Irrigation provides an Essential Service to the MIA and we will adapt our services and processes as circumstances change to continue to meet the needs of our customers.  This means:  Continued water delivery and maintenance–our people are working remotely where possible and our maintenance crews are working on different sites and different rotations to minimise contact with each other and other staff and contractors. Continued customer services – by phone, appointment or at a distance. Our offices are now operating by restricted access, meaning that we are closed to customers and visitors other than via appointment.  Customers can call one of our Customer Service team on (02) 69 620 200 for assistance with any of your queries or to make an appointment. 

2. Will my water be delivered?   

MI is making changes to our operations to ensure that we can continue to operate through this pandemic.  The NSW Government has confirmed that Murrumbidgee Irrigation provides an Essential Service to the MIA. Accordingly, we are introducing some additional measures to ensure that we can safely continue to provide our services, albeit in a different way. Water is the lifeblood of this region and as we come out of drought our infrastructure will be critical for agricultural production.   

3.How do I order my  water?  

The process for ordering water has not changed.  EASYWATER is our online and telephone water ordering system. Customers are able to lodge, change or cancel orders 24 hours a day with a minimum order notice of 48 hours (2 days) is required for delivery. You are also able to access up-to-date information on current entitlement, available water, and current orders lodged.   Customers can communicate directly with our Planners either online or by telephone.  To access EASYWATER, click on the   LOGIN link above or phone 1800 822 450.  If you require assistance using EASYWATER call (02) 6962 0200.   

4. Can I still trade my water?  

The process for trading water has not changed. Customers are reminded our offices are now operating by restricted access, meaning that we are closed to customers and visitors other than via appointment.  This means trade forms should be emailed to info@mirrigation.com.au or posted to Locked Bag 6010, Griffith NSW 2680 .   Customers can call one of our Customer Service team on (02) 6962 0200 for assistance with trade queries or to make an appointment if support is needed.      

5. What if I need help with the forms?  

Our staff continue to be on hand to support you and whilst access to the office is restricted, customers are welcome to engage by phone or book an appointment if support is needed.    

6. What if this pandemic goes on for more than a few weeks?  

The changes that we are implementing now in our operations are designed to ensure that we can continue to operate through this pandemic. We expect that we may need to make further modifications to our services as this situation progresses and will update you as soon as possible on any change. Please take the time to check the email address we have on file for you is correct, to ensure we can contact you as changes are required.  

7. Can I still come into the office to pay my accounts?  

Social distancing slows down the spread of the virus, increasing the survival rates for those who do get infected. In order to protect our employees, customers and the broader community, access to our offices is now restricted.  We will be meeting with customers by appointment only. To make a booking, please call Customer Services on 02 6962 0200.   

8. What happens if I need MI to come onto my farm to fix a problem with my meter or outlet?  

MI staff will visit your farm or attend other MI infrastructure as required for necessary operations and to maintain service.    Please note that we have in place strict procedures to ensure hand hygiene, disinfection and physical distancing measures are maintained.  This is to protect our staff in the field and those customers and community members with whom they may come in contact.   

9. Who will ensure the safety of the irrigation channels and infrastructure?  

MI is making changes to our operations to ensure that we can continue to operate through this pandemic.  We are introducing some additional measures to ensure that we can safely continue to provide our services, albeit in a different way.  We will continue maintenance work by working flexibly and enforcing good social distance and hygiene protocols.  Any safety issues should be raised by contacting MI by email: info@mirrigation.com.au or phone: 02 6962 0200 or via the MI App.  

10. How can I help MI to keep doing your job through the COVID-19 crisis?  

You can help us by being patient and supporting our staff as they do their best to work differently to provide the essential water and services you need.   We encourage you to please call or email us rather than trying to visit the office and keep a respectful distance from staff who are working in the field. By working together, we can limit the impact of COVID-19 on our community and our future.    

11.  How can I get the most up to date information about MI operations?  

We will continue to send regular email updates to customers as we make changes to our mode of operation or other developments occur. So that we can readily contact you and provide updates please give us your up to date email and mobile numbers by contacting MI by email: info@mirrigation.com.au or phone: 02 6962 0200

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