Minister Rose Jackson has made good on her pledge to increase regulation of water supply companies. Photo: Facebook/Rose Jackson.
Explosive allegations that Murray Irrigation Limited (MIL) withheld water from desperate farmers during the 2018–19 drought have helped trigger a major expansion of oversight of NSW’s water supply giants.
In response to long-running concerns about transparency and accountability, the NSW Government has announced that customers of Murray Irrigation and Murrumbidgee Irrigation — along with three other major operators — will soon be able to take complaints to the state’s Energy and Water Ombudsman (EWON).
The reform follows reporting by Bloomberg and Region raised in a 2024 parliamentary hearing, where claims were aired that MIL had withheld large volumes of water while irrigators struggled through one of the worst droughts on record.
During that hearing, Greens MP Cate Faehrmann told Water Minister Rose Jackson that the behaviour of irrigation corporations was akin to “insider trading” — an accusation Murray Irrigation strongly denied.
Ms Jackson said there was no evidence MIL had acted illegally, but acknowledged serious concerns about governance.
“I share the concerns about transparency and accountability,” she told the inquiry, adding that she had asked the Energy and Water Ombudsman to investigate whether its jurisdiction could be expanded to cover irrigation corporations.
At the time, EWON — led by Ombudsman Janine Young — could only investigate complaints from household customers about electricity, water and gas services, leaving irrigators with limited options if disputes arose.
That will now change.
On Tuesday (13 January), the NSW Government announced EWON’s powers would be expanded so customers of the state’s five statutory irrigation corporations could access free, independent dispute resolution.
“For the first time, farmers and landholders connected to these irrigation corporations will have access to an independent, expert body to resolve their water supply complaints,” Minister Jackson said.
“EWON’s ‘no wrong door’ approach will simplify the complaints process and ensure all customers are treated consistently across NSW.”
From July 2026, customers of Murrumbidgee Irrigation, Coleambally Irrigation Co-operative, Jemalong Irrigation, Murray Irrigation and Western Murray Irrigation will be able to seek EWON’s assistance.
The news was welcomed by Murray MP and irrigator Helen Dalton.
“Until now, the system has been broken and the irrigation companies had all the power,” she said.
“These irrigation companies have been a law unto themselves, and that will change thanks to these reforms,
“I’m already receiving really positive feedback about the Ombudsman getting these additional powers. People are breathing a sigh of relief.”
Murrumbidgee Irrigation chief executive Philip Holliday also welcomed the change, saying it would help build confidence in the system.
“We are supportive of this change and welcome EWON’s role in helping to bring any disputes to a speedy conclusion,” Mr Holliday said.
“Our focus is on delivering water efficiently and working with customers to ensure our services are simple, transparent and affordable.”
Ms Young said EWON was ready to take on its expanded role.
“Whether customers are facing billing issues, service complaints, or concerns about water access, affordability or land access, they will be able to come to EWON for trusted and independent advice or dispute resolution to reach a fair and impartial outcome,” she said.
The NSW Government says it will work closely with EWON and the irrigation corporations over the coming months to finalise operational arrangements ahead of the start date.
