1. Our Objective
To tackle the big market operational issues and make changes/share good practice to improve overall customer service in the market

2. Our Scope
Improving the customer/end user experience
Review the implementation of the Wholesale-Retail Code Part 3: Operational Terms
Identify areas of ambiguity and opportunities and discuss further
Identify common issues for discussion and solutions
Forum for all participants to share their view points on improving operational performance and sharing good practice.
Opportunity for all participants to work together to shape the market.
Always be customer/end user focused in their recommendations.
Suggest improvements to the market via the MOSL User Group and the Codes Panel.
Communicate improvements/best practice to all parties.
Sharing Lessons learnt.
Encourage innovation
Creating good practice documents and share with the Industry
What is not in our Scope
Specific issues/problems between a wholesaler and a retailer.
Specific Issues around the Business or Market Terms.

3. Meeting Compliance Statement
“We would like to remind everyone of the need to comply with competition law. This means that we need to avoid any discussion within the RWG main and Sub Groups of any subject which involves commercially sensitive information. This could include information relating to prices, costs, customers and future business plans. It goes without saying that it is also not permitted for companies to enter into agreements fixing prices to be charged or paid for particular activities or dividing up customers between them. As the chairperson(s) of this meeting if we consider there is a risk of competition law being breached, it is our responsibility to end the meeting or conversation and to make it clear why this is being done” All participants in RWG activities are responsible for ensuring that those activities are carried out in compliance with competition law. Further detail on these subjects can be found in the latest edition of the Water UK competition law guidance which I would ask everyone to familiarise themselves with. The guidance can be found on the Water UK website ”

4. Present RWG Chairs
Simon Bennett
Andrew Bamber
Present Sub Groups and Chairs
Eligibility – Mandi Styles
Policies – Chris Dawson
Bi-Laterals – Patrick Hargreaves
Disconnections – Andrew Bamber/Simon Bennett
Vacant – Andrew Bamber/Kat Grimley
Unplanned Activities – Matt Glover/Sue Richie
Planned Activities – Sue Richie/Matt Glover
R-MEX – Gerard Lyden
Meter Reading Standards – Mitchell Yeoman Boldry
Complaints – Lissa Balmer/Sian Brixton