Retailer Wholesaler Group (RWG) Good Practice Guides
The RWG has representatives from Wholesalers, Retailers, MOSL and CC Water. The Group was set up to establish workable industry led solutions to issues within the open market, to promote standardisation of good practice and improve customer service.
To date the RWG have produced the following Good Practice Guides which can be found on the MOSL website here
- Alignment of Wholesale Tariffs with Retail Price Control Groups
- Complaints
- Data logging
- Disconnection for non-payment
- Emergency Contact Details
- Fixed Meter Charges
- Leakage Allowances
- Meter Reading Standards
- Planned events
- Return to Sewer Allowances
- Skip Codes
- Standardising Meter Location Free Descriptor
- Unplanned events
- Wholesale Charges Documents
- 2025/26 Wholesale Price Increases
We have updated our policies to adhere to the Good Practice Guides as detailed below:
| Good Practice Guide | Compliance with Good Practice Guides |
|---|---|
| Alignment of Wholesale Tariffs with Retail Price Control Groups | Fully compliant |
| Complaints | Fully Compliant |
| Data logging | Fully compliant for eligible customers and all non-eligible non-household customers |
| Disconnection for non-payment | Fully compliant |
| Emergency Contact Details | Fully Compliant |
| Fixed Meter Charges | Non compliant, this is currently under review for the future |
| Leakage Allowances | Fully compliant for eligible customers and all non-eligible non-household customers |
| Meter Reading Standards | Fully Compliant |
| Planned events | Fully Compliant |
| Return to sewer allowances | Waste isn’t in the market in our area but we are compliant for all non-eligible non-household customers |
| Skip Codes | Fully Compliant |
| Standardising Meter Location Free Descriptor | Fully Compliant |
| Unplanned events | Fully Compliant |
| Wholesale Charges Documents | Fully Compliant |
| 2025/26 Wholesale Price Increases: Increasing transparency for non-household customers | Fully Compliant |