Water billing and account changes

Waterloo City Hall opened June 15 for in-person services, view our COVID-19 response page for procedures on how to visit City Hall.

For faster service times, we recommend switching to online or telephone payment through your bank.

Late payment fees are not being charged for April, May and June. Full details on financial relief are available in the FAQs below.

Account changes can still be made by phone, email or fax. Call 519-747-8718 or email revenue@waterloo.ca for customer service. 

 

Frequently asked questions about COVID-19 financial relief

How do I access the interest free period?

The interest-free period is automatically applied, no forms or application is needed. The city will not be charging interest on property tax, water or on other amounts due to the city in the months of April, May and June 2020.

I am on a pre-authorized payment plan (PAP) how do I cancel my payments?

For property tax or water payment plans, please email revenue@waterloo.ca or preauthorized@waterloo.ca or call 519-747-8718 to request cancellation of the PAP schedule at least three business days before the scheduled withdrawal date.

I pay my taxes through a mortgage company, how do I access this relief?

Customers who pay their taxes through their mortgage should contact their mortgage company or financial institution to understand how this grace period will affect their mortgage amount and/or mortgage payment schedule.

I have paid by a cheque that does not clear, how will this impact my account?

If your cheque is returned as NSF (non-sufficient funds), the City will reverse payment on your account and not charge a NSF fee or penalties during April, May and June 2020.

Are landlords required to pass on savings to their tenants?

The city is providing this relief from all payments due to the city in April, May and June. We are encouraging landlords to pass on that relief to their tenants.

I have received a collection letter this year what will happen?

The city will suspend all collection efforts on accounts in arrears until August 31, 2020.

Will I still receive bills?

Water Utility and Other miscellaneous billing will continue to be mailed out.

The water utility bills will indicate due dates and late payment consequences however, the Comment Box will state no interest or penalty for late payment of amounts due in April, May and June. You may choose to defer payment until June 30 without penalty or interest.

When are my bills due then?

Bills remain due on the date indicated on your bill/invoice. You may choose to defer payment until June 30 without penalty or interest.

 


On this page

  1. Account changes and fees
  2. Receiving your bill
  3. Payment methods and collections
  4. Rates and service fees
  5. High water bill adjustment

Account changes and fees

Open a new account

 Property owners:
  1. Contact us by phone at 519-747-8718, by email at revenue@waterloo.ca, or visit during business hours at city hall
  2. Submit the following information:
  • Full name(s)
  • Service address
  • Legal possession date
  • Lawyer's name and contact number
  • Existing City of Waterloo water accounts (if you are moving to a another property within Waterloo)
  • Personal phone number and email
  • Mailing address if different from the service address
Tenants:
  1. Complete a billing designate application form (PDF). 
  2. If multiple tenants need to be listed on the account, complete the additional tenant form (PDF).
  3. At least two weeks before your lease starts, submit form(s) by email to revenue@waterloo.ca, by fax to 519-747-8760, or in person at city hall (during business hours).

Fees apply for new account setup. See below for details.

Change of address

If you need to change your billing address after account setup:

  1. Complete a change of address form (PDF).
  2. Submit by email to revenue@waterloo.ca, by fax to 519-747-8760, or in person at city hall (during business hours).

Closing an account

Property owners:
  1. Contact us (at least four business days before your closing date) by phone at 519-747-8718, by email at revenue@waterloo.ca, or visit during business hours at city hall
  2. Submit the following:
  • Account number
  • Legal closing date for existing property
  • A forwarding address
  • Personal phone number and email
Tenants:
  1. Contact us (at least four business days before your lease ends) by phone at 519-747-8718, by email at revenue@waterloo.ca, or visit during business hours at city hall
  2. Submit the following:
  • Date your lease expires
  • Mailing address where the final bill can be sent
  • Personal phone number and email

Property management companies

If you want a property management company to handle water billing on your behalf:

  1. Complete an authorization form (PDF).
  2. Submit by email to revenue@waterloo.ca or in person at city hall (during business hours).

Service fees

Change in occupancy (new account set up) $40.00
Water bill reprint (first reprint free per account for current year) $5.00
Consumption statement $34.75
Water certificate (mailed in 48 hours) $64.00
Water certificate (faxed in 24 hours) $84.25
Statement of account  $10.00
Refund processing (for payments to incorrect account) $25.00
Transfer processing (for payment transfer between accounts) $15.00


Receiving your bill

Water bills are mailed to account owners by default. You can opt out of paper billing by signing up for Canada Post’s epost service. With this option, account owners receive email notifications and a PDF copy of their bill when it becomes available.

Sign up for online billing


Payment methods and collection

For questions about your account, call us Monday to Friday, 8:30 a.m. to 4:30 p.m. at 519-747-8718 or TTY 1-866-786-3941. You can email us any time at revenue@waterloo.ca.

Online or telephone banking

When paying online or by phone through your bank, we recommend paying at least three business days before the due date. Most banks can schedule payments ahead of time.

The payee name can vary depending on the bank. The most common are “Waterloo water” and “Waterloo city water.”

Use your 7-digit water account number as the account number. Do not leave any spaces or decimal points between the numbers. Contact your bank for assistance.

If you don't receive your bill for some reason please reach out to our revenue services division at 519-747-8718 or by email.

Pre-authorized payments

Using this plan we automatically withdraw the amount of your water bill from your bank account. You will still receive a bill with the due date and total amount to be withdrawn.

Download application form (PDF)

Submit completed forms and void cheque:

Revenue Services
City of Waterloo
100 Regina Street South
PO Box 337, Station Waterloo
Waterloo, ON N2J 4A8

To cancel a pre-authorized payment or change your banking information, download and submit a cancellation/change form (PDF).

Mail

Write your water account number on the back of a cheque (payable to the City of Waterloo), include the bottom portion of your invoice and send to:

Revenue Services
City of Waterloo
100 Regina Street South
PO Box 337, Station Waterloo
Waterloo, ON N2J 4A8

Include a self-addressed, stamped envelope if you would like a receipt. Do not send cash.

In person

During business hours: visit the revenue counter at city hall or front desk at the Waterloo Service Centre. Cash, cheque and debit are accepted. Please bring your entire bill with you.

After hours: drop off a payment in the secure deposit box at the William Street entrance of city hall. Only cheques payable to the City of Waterloo are accepted. Please do not use cash. Other tips if paying by this method:

  • Write your account number on the back of cheques

  • Include the payment stub from your bill

  • Include a self-addressed, stamped envelope if you would like a receipt


Rates and service fees

Consumption rates per cubic metre

 

As of February 1, 2019

As of February 1, 2020

Water                      

$1.90

$1.97

Wastewater    

$2.45

$2.53

Monthly stormwater rates 

Residential 

As of February 1, 2019

As of February 1, 2020

Small                    

$7.94

$8.50

Medium

$11.92

$12.75

Large

$18.61

$18.61

Multi-residential

Small

$22.81 $24.41

Medium

$96.53 $103.29

Large

$514.36 $550.37

Institutional

Small

$36.98 $39.57

Medium

$99.93 $106.93

Large                         

$204.63 $218.95 

Commercial and industrial

   

Small 

$30.60  $32.74 

Medium

$142.89 $152.89 

Large

$460.46 $492.69 

Largest

$1166.31 $1247.95 

Monthly service fees

Residential single homes

As of February 1, 2019

As of February 1, 2020

15 millimetre water meter               

$3.20

$3.26

Residential small apartments

   

25 millimetre water meter

$6.45 $6.60

Small commercial and industrial

   

40 millimetre water meter

$11.80  $12.00

Large commercial and industrial

   

Fire protection charge

$22.65 $23.10

50 millimetre water meter

$14.80  $15.10

75 millimetre water meter

$30.90 $31.50

100 millimetre water meter

$45.25 $46.20

150 millimetre water meter

$77.00 $78.50

200 millimetre water meter

$116.00  $118.30

250 millimetre water meter

$154.50 $157.60

For a full list of utilities service fees, view the fees and charges bylaw.


High water bill adjustment

The high water bill adjustment policy provides financial relief to customers with an abnormally high water bill. This happens when a property has plumbing leaks in toilets, faucets and/or fixtures. 

Eligible residents can apply once per decade per property. Adjustment on their bill is capped at $2000, and is calculated by rebating 50% of the water consumption above the customer's 12 month average. Adjustments will be applied to one invoice only.

To qualify for an adjustment you must:

  • live in a low-density residential home
  • have a water leak is inside the property
  • have water consumption three times the previous 12 month average
  • have no evidence of tampering of the city's water meter

Your property does not qualify if:

  • it is used for industrial, commercial, institutional or multi-residential purposes
  • it was vacant or unattended when the leak occurred
  • high water usage was for a pool, hot tub, rink, irrigation or other legitimate purpose

Application must be made within 90 days of the high water bill.

Apply for high water bill adjustment

For more information, view the High Water Bill Adjustment Policy (PDF). 

For questions, call us Monday to Friday, 8:00 a.m. to 4:00 p.m. at 519-886-2310 or TTY 1-866-786-3941. You can also email us at waterservicesweb@waterloo.ca.