At Murrumbidgee Irrigation, we are committed to providing reliable services and a positive customer experience. If something goes wrong, we want to hear from you. We take complaints seriously and will work with you to resolve issues in a fair, respectful and timely way.
What is a complaint?
A complaint is when you tell us you are unhappy with:
- Our services or water delivery
- Billing or accounts
- Our decisions or actions
- The behaviour of our staff
How to make a complaint
You can contact us in the way that suits you:
- Phone: 02 6962 0200
- Email: info@mirrigation.com.au
- In person: Visit our office (Research Station Road, Hanwood)
- Online: Via our website www.mirrigation.com.au
Our team will record your complaint so we can resolve it properly.
What you can expect from us
When you make a complaint, we will:
- Acknowledge your complaint within 5 business days
- Listen and treat you with respect
- Investigate your concerns fairly and objectively
- Keep you informed about progress
- Provide a clear outcome and reasons for our decision
- Aim to resolve your complaint within 30 business days, where possible
If we need more time, we will let you know and explain why.
If you are not satisfied
If you are unhappy with our response, you can ask us to:
- Review your complaint
- Escalate the matter internally
If your complaint is still not resolved, from the 1 July 2026 you can contact the Energy and Water Ombudsman NSW (EWON).
EWON is a free and independent service that helps resolve disputes between customers and water providers.
You can contact EWON at any time, but we encourage you to give us the opportunity to resolve your complaint first.
Continuous improvement
We use complaints to:
- Improve our services and systems
- Identify and fix recurring issues
- Deliver better outcomes for our customers
Further information
This is a summary of our complaint handling approach. If you’d like to know more, check out our policies page or contact us on 69620200.