Alignment to RWG Good Practice Guidance
The Retailer Wholesaler Group (RWG) is a MOSL trading party led group that covers operational terms and is made up from Retailers, Wholesalers, MOSL, CCW and Ofwat. The aim of the group is to promote and share good practice to improve customer service in the market.
The RWG have produced a number of ‘Good Practice Guides’. Further details of these Guides can be found on MOSL’s website here.
Please see the table below illustrating our current alignment to each good practice guide.
| RWG Good Practice Guide | Adoption Status | Comments |
|---|---|---|
| Alignment of Wholesale Tariffs with Retail Price Control Groups | Fully | |
| Complaints | Fully | |
| Data Logging | Fully | |
| Disconnection for Non-Payment | Fully | |
| Emergency Contact Details | Fully | |
| Fixed Meter Charges | Partial | |
| Gap Site Incentive | Fully | |
| Leak Allowances | Partial | An adjustment is given if there is a fault with Company equipment |
| Meter Reading Standards | Fully | |
| Planned Activities | Fully | |
| Return to Sewer Allowances | N/A - WOC | |
| Standard Skip Codes and Processes | Fully | |
| Standardising Meter Location Free Descriptor | Fully | |
| Unplanned Events | Fully | |
| Vacancy Incentive | No | We are working with retailers to understand the true level of vacancy and therefore do not feel it is appropriate at this time to offer a vacancy incentive scheme |
| Wholesale Charges | Partial | Looking to implement for 2025-26 |
We review our policies each year and will always ask for feedback from Retailers when making any changes.
If you would like to discuss our policies or suggest any improvements, please contact our Wholesale Services team at [email protected]