Customer Update - Water order notice period reduced to 30 minutes

15 August 2024 

Murray Irrigation is pleased to inform customers that all automated outlets will now only require a 30-minute notice period prior to the outlet’s standard operating time to start, change or finish an order, thanks to feedback provided by customers.
 
This service level upgrade replaces the previous 6.30am and 6.30pm water ordering cutoff which, depending on customers' standard outlet operating times, means up to four hours less notice is required in the current Mode 3 - Normal season.
 
Standard order lead times (4 days) may still apply in certain circumstances.
 
This change to order notice times has been implemented following a comprehensive engagement process conducted by Murray Irrigation's Customer Engagement Team last year. 
 
As part of this undertaking, staff spoke with 200 customers about matters that are important to their business, including potential service improvements that would further support their needs.
 
Head of Customer Experience, Josh Bode, said Murray irrigation appreciates the open and honest feedback provided by customers throughout the engagement period.
 
“The results from our engagement surveys showed us that an overwhelming 71.5% of customers would benefit from the shorter notice periods to order water," Josh said.
 
“And a further 21.5% of customers said that they would likely utilise this service if it was implemented.
 
“I thank customers for participating in this engagement exercise.
 
“Our customer engagement team continuously seeks feedback to improve outcomes for customers, and we are pleased we have been able to implement a service level change that so many of you have asked for.”
 
All outlets have been configured with the change to notice times in readiness for the start of the watering season.

To find your outlet's standard operating time, and its respective Operational area, visit the My Outlets page of your Customer Portal.

For more on our Modes of Operation please read the 2024-25 Season Operating Plan or for more on how to place orders and outlet configurations, see section 1.2 in the Water Ordering Guide. 
 
If you have any questions regarding this change, please contact the Customer Experience team on 1300 138 265 or send an email to customersupport@murrayirrigation.com.au