Retailer Wholesaler Group (RWG) best practice
We are an active contributor of the Retailer Wholesaler Group (RWG) that works with stakeholders across the industry and produce market guidance documents.
Further information on the RWG can be found on the MOSL website (opens new window).
Our compliance position
Please find details of our compliance position below:
| RWG Good Practice Guide | NWL Alignment | Comments |
|
Leakage Allowance |
Fully aligned | |
| Data Logging | Partially aligned |
NWLs current meter replacement policy does not support the free issue of a new meter for meters that are not capable of having a logger fitted. NWL will only replace a meter when the meter performance is in question |
| Return to Sewer | Fully aligned | |
|
Disconnection Non-payment |
Fully aligned | |
| Planned Events | Fully aligned | |
| Unplanned Events | Partially aligned |
Currently our out of hours notification policy is via a text message and we would only make a phone call if an action is required of the Retailer. We do not believe that it is efficient or appropriate to always make a call if no action is required of the Retailer. We feel it is appropriate to exercise judgement based on the circumstances of each event |
|
Gap Site Incentive |
Not applicable |
NWL do not currently offer a GAP Site incentive scheme |
| Vacant Incentive | Not applicable |
NWL do not currently offer a vacancy incentive scheme. NWL has its own programme of vacancy management, utilising site visits and the formal vacancy challenge process in the market |
Our promise to provide exceptional customer service for our retailers
Details of our meter stock
Our policy documents for the non-household market
Our guidance documents for the non-household market
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