City utility billing

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Water Quality

During the construction phase of the SEKID water integration project, new connections will be placed on a Water Quality Advisory (WQA) until further notice. The City is testing water quality and will provide an update as to when it is safe to lift the advisory.

There can be Water Quality Advisories and Boil Water Notices in place throughout the Central Okanagan at any given time. Check with your water service provider for the most up-to-date information.

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We provide utility services to residents within our service area. Utility bills are issued on the 6th or 16th bi-monthly, depending on which billing cycle covers a particular location. Residential customers who are billed for sewer service only will find these charges on their annual Property Tax Notice.

Go paperless: receive your bills electronically and manage your account and profile online.

Log in to online billing

Have a question? For account information or water on/off requests contact Utility Billing Customer Care Monday to Friday from 8 a.m. to 4 p.m. at utilitybilling@kelowna.ca or call 250-469-8757 (option 2).  Water on/off requests should be scheduled at least 24 hours in advance.

For after hours and emergencies call 250-469-8600.

To schedule a water meter installation contact Tribus at 250-765-3826.

SEKID Kelowna water customers please contact the Gulley Road office (3235 Gulley Road, 250-861-4200).

SEKID Pre-Authorized Debit Plan Customers

Existing SEKID account holders must opt in to continue enrolment in the City of Kelowna's Pre-Authorized Withdrawal System (PAWS) when billing changes occur in the fall. Please fill out the first page of the PAWS form and return to utilitybilling@kelowna.ca.

Utility services and billing information
Online Billing

Sign up for Online Billing to access your account, view historical transactions and manager your profile online, it's easy and convenient.  Sign up for eBilling to go paperless and receive your bills by email.

Services available
  • Water - Residential and commercial customers within the City’s  water supply boundaries  are billed for water supply based on consumption in cubic meters.
  • Residential Sewer - Residential customers who receive sewer services as well as water services from the City of Kelowna are billed for sewer as a flat rate charge on their bi-monthly utility bill. Residential customers who receive sewer only services from the City of Kelowna (with water services provided by other utility providers) are billed annually on their property tax bill.
  • Commercial Sewer - Commercial customers within the City’s sewer service boundaries are based on water consumption in cubic metres. Commercial customers who use water that will not end up in the City’s sewer system, such as for landscape irrigation purposes, are encouraged to investigate the feasibility of purchasing and installing an irrigation credit meter. Such a meter would measure the water that had already passed through the ‘main’ meter and is flowing to the non-sewered activities. Credit meters must be purchased through the City of Kelowna if they are to be read by CustomerWorks meter readers for billing purposes.     
Late payments

A late payment charge of 1.5% will be assessed each month (compounded monthly 19.56% per annum) on all outstanding balances not paid by the due date printed on the utility bill. All payments or credits received on an account will be applied in reverse date order from the oldest outstanding charge to the newest charge.

Any amounts due  which remain unpaid after December 31st of the year are deemed to be taxes in arrears and added to the property taxes on that property. For further information regarding this process, visit our Transfer to taxes FAQs page.

Tenant accounts

Utility Billing accounts are attached to a property in the owner’s name.

Accounts in tenant names are being phased out and no new accounts in tenant names will be created. They will be maintained until that tenant moves out or the property changes ownership. When the tenant moves out, the utility account will be transferred to the property in the owner’s name.

Tenant account in arrears?  Any amounts due which remain unpaid after December 31st of the year are deemed to be taxes in arrears and added to the property taxes on that property. For further information regarding this process, visit our Transfer to taxes FAQs page.

See the Utility Billing FAQs for more information.

Security deposits

The City of Kelowna no longer collects security deposit for utility accounts. Existing security deposits will be held until the account is closed, at which point it will be applied against the final bill with the balance returned to the payee.

Moving

Utility billing accounts do not close when a customer moves to a different property because utility accounts are tied to the property, not the person. BC Assessment will provide the City of Kelowna with the new ownership information. We recommend Online Billing for easy and convenient online registration and access.  Sign up for ebilling to receive your bills by email.

When a property sells, the estimated utility charges and balances will need to be reconciled by lawyers and real estate agents as part of the sale, similar to how tax balances are calculated through a statement of adjustments. The tax certificate can be used for approximating calculations.

Are you on the Pre-Authorized Withdrawal System (PAWS)? Be sure to contact Utility Billing Customer Care at utilitybilling@kelowna.ca or 250-469-8757 (option 2) or at least 20 days in advance to cancel your enrolment for your account.

 

Payment options
Internet or telephone banking

Make payment to your customer account number.  For instructions on how to set up the City of Kelowna as an online bill payment, please view the Online Utility Payment Guide.

Pre-Authorized Payment System (PAWS)

The Pre-Authorized Withdrawal system (PAWS) is a convenient method to pay your City of Kelowna utility bill.

The total amount will be deducted on the payment due date, unless your Utility Account shows a credit balance.

Sign up for online billing to set up and manage your PAWS directly or fill out the Pre-Authorized Payment application form which must be completed, signed and accompanied by a blank check marked VOID or by a Pre-Authorized Debit form from your bank. A separate application form is required for each City of Kelowna Utility billing account you wish to set up on PAWS.

Changing bank accounts or need to stop your payments?  Use or sign up for online billing to manage your PAWS account changes or contact Utility Billing Customer Care at least 20 days in advance of the payment due date at 250-469-8757 (option 2).

At your financial institution

Present your bill for payment at most financial institutions in Canada.  We are not responsible for errors made by financial institutions.

By mail

Send cheque or money order to City of Kelowna Revenue Branch, 1435 Water Street Kelowna BC V1Y 1J4.  Please allow enough time for mailed remittances to reach the office by the due date.  We do not accept postmarks as proof of payment date. Please utilize alternative payment methods in the event of a postal disruption.

In person at City Hall

Methods of payment accepted are:

  • cash,
  • debit card,
  • money order,
  • cheque payable to City of Kelowna. 

Our hours of operation are 8 a.m. to 4 p.m., Monday to Friday (excluding statutory holidays).
Please remember to present your entire bill when paying at the cashier.

Drop your payment in one of our drop boxes

Use the night deposit boxes at the City Hall Water Street entrance or Doyle Avenue parking lot exit.  Please do not put cash in the deposit boxes.

Sewer repairs and maintenance
Whose responsibility is it?

Customers are responsible for sewer repairs and maintenance on their own property, as well as ensuring that the sewer remains clear of blockages from the building to the main in the street.  Customers should call a plumber to unplug or clear blockages.  If the sewer service requires repair on City property (in the street) call the after-hours/emergency line at 250-469-8600 to report the service break.  We will reimburse the customer for reasonable plumbing charges incurred in determining that there is a service break on City property.