Policies, Statements, and Documents
Fixed Meter Charges – Good Practice Guide
A concise guide outlining recommended approaches and standards for implementing and managing fixed meter charges in utility billing.
RWG Leak Allowances Customer Guide
A guide for non-household customers on eligibility, responsibilities, and procedures for claiming leakage allowances when a leak is discovered.
MOSL Support for RWG Activities
A concise summary of MOSL’s role in supporting RWG operations, facilitating coordination, and enhancing overall market collaboration.
Leak Allowances Good Practice Guide
A practical guide setting out methodologies and standards for determining, applying and reviewing leak allowances in water retail regulation.
Return to Sewer Allowances
A guide outlining how to calculate, apply and monitor return-to-sewer allowances within the RWG (Retailer-Wholesaler Group) framework.
Unplanned Events and Incidents
A guide detailing protocols, response strategies, and reporting requirements for handling unexpected events and incidents in water sector.
RWG Governance Framework
A framework defining structures, roles, decision-making processes and oversight mechanisms for governance within the RWG scheme.
RWG Meter Reading Services
A guide laying out requirements, quality standards and roles for meter reading services in the RWG retail–wholesale context.
RWG Disconnection for Non-Payment
A policy guide describing procedures, criteria and safeguards for disconnecting services when payments are overdue under the RWG framework.
RWG Emergency Contact Details
A document providing key emergency contact information and escalation points for retailers, wholesalers and regulatory bodies under the RWG framework.
RWG Meter Reading Standards
A guide specifying the quality criteria, protocols and accuracy requirements that meter reading operations must meet within the RWG framework.
RWG Wholesale Charges 2023 – 2024
A document that sets out the wholesale charges (fees and tariffs) applicable for the 2023–24 period within the RWG (Retailer-Wholesaler Group) framework.
Return to Sewer Allowances – Customer Guidance
A guide for customers explaining when and how to claim return-to-sewer allowances, outlining methods of calculation.
RWG Planned Activities
A guide detailing the scheduling, coordination and management of planned operational tasks and initiatives under the RWG framework.
RWG Alignment of Tariffs
A guide explaining how wholesale tariff structures should be aligned with retail price control groups to ensure consistency and regulatory coherence.
Complaints MoU Certificate
A template formalising the memorandum of understanding (MoU) and expectations between parties on complaints handling.
RWG Complaints
A guide explaining how wholesale tariff structures should be aligned with retail price control groups to ensure consistency and clarity.
RWG Data Logging
A good practice guide on data logging standards, procedures and expectations for monitoring and reporting in the RWG context.
RWG – MoU
A memorandum of understanding outlining roles, responsibilities and collaborative commitments between parties under the RWG framework.
Standardising Meter Location Descriptor
A guide establishing a “free descriptor” for describing meter locations to ensure consistency in the RWG framework.
Vulnerability Statement
Our official statement aimed at those who may need extra support with their account, whether temporary or long term.