Water billing and account changes

Visit our COVID-19 page for safety procedures if you plan to visit city hall in person. For faster service times, we recommend using online or telephone services.

Email revenue@waterloo.ca or call 519-747-8718 for customer service.


On this page

  1. Open, close or change your account
  2. Account fees
  3. Receiving your bill
  4. Payment methods and collections
  5. Managing high water bills
  6. Rates and service fees
  7. High water bill adjustment

Open, close or change your account

As a property owner you can open, close or change your account information online. Tenants can close or change account information.

Open, close or change account online

Open an account by phone, email, fax or in person

 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 by email, fax or in person

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).

Close an account by phone, email or in person

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

Authorize a property management company

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).

For more information on water billing, view our Water Collection Policy (PDF).


Account fees

Service Fee
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 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


Managing high water bills

Avoid surprising high costs on your next water bill by looking around your home for leaks in toilets and faucets. The quicker you find and repair leaks, the less they will cost you.

Common causes of water leaks:

  • toilets not working properly
  • water softeners
  • leaking taps
  • sump pump issues
  • reverse osmosis units
  • irrigation systems
  • ruptured pipes inside your home

Take part in the Region of Waterloo's free Water Efficient Technology (WET) program, or hire a plumber. The expert advice and inspection can avoid high water bills.

You cannot see or hear a water leak so they can go unnoticed at times. You may not be aware of the leak until your next billing cycle. Smart meters are being installed over the next five years. This allows us to notify you if we detect water usage outside of your normal water use patterns. This advance metering infrastructure will allow you to track your own water usage, history and trends.

You are responsible for your water usage, even if there is a leak. The cost of the smallest leak can add up quickly. If you receive a high bill resulting from a water leak, we will work with you to develop a payment plan to manage your bill.

If you have repaired a water leak which resulted in a bill with three times your average monthly use, and for greater than 30 cubic metres of water, you may be eligible for an adjustment (PDF).

Region of Waterloo water use home audit

You can register with the region to qualify for a free in-home consultation if your water use is above the average of 165 litres per person/per day. The in-home consultation includes a check of all water-using fixtures and appliances. At the end of the consultation you will get a report with suggestions on how to lower your water usage.

Visit the Region of Waterloo's website for more water-saving tips and information.


Rates and service fees

Consumption rates per cubic metre

 

As of February 1, 2020

As of January 1, 2021

Water                      

$1.97

$1.97

Wastewater    

$2.53

$2.53

Monthly stormwater rates 

Residential 

As of February 1, 2020

As of January 1, 2021

Small                    

$8.50

$9.10

Medium

$12.75

$13.64

Large

$18.61

$18.61

Multi-residential

Small

$24.41 $26.12

Medium

$103.29 $110.52

Large

$550.37 $588.9

Institutional

Small

$39.57 $42.34

Medium

$106.93 $114.42

Large                         

$218.95 $234.28

Commercial and industrial

   

Small 

$32.74  $35.03 

Medium

$152.89 $163.59

Large

$492.69 $527.18

Largest

$1247.95 $1335.31 

Monthly service fees

Residential single homes

As of February 1, 2020

As of January 1, 2021

15 millimetre water meter               

$3.26

$3.26

Residential small apartments

   

25 millimetre water meter

$6.60 $6.60

Small commercial and industrial

   

40 millimetre water meter

$12.00 $12.00

Large commercial and industrial

   

Fire protection charge

$23.10 $23.10

50 millimetre water meter

$15.10 $15.10

75 millimetre water meter

$31.50 $31.50

100 millimetre water meter

$46.20 $46.20

150 millimetre water meter

$78.50 $78.50

200 millimetre water meter

$118.30 $118.30

250 millimetre water meter

$157.60 $157.60

For a full list of utilities service fees, view the fees and charges bylaw, pages 63 to 66.


High water bill adjustment

Email utilities@waterloo.ca or call 519-886-2310 for high water bill issues.

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.