City utility billing

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Water and wastewater (sewer) billing

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.

South East Kelowna Customers

Pre-Authorized Debit Plan

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.

Customer Billing Changes

View the Customer Billing Changes document that was included with the December 16th utility bills for information regarding your new utility account and bill.

 

Account information
Online Billing

Sign up for Online Billing to access your account, view historical transactions and manage your profile online, it's easy and convenient.  If you own multiple properties you can add all the accounts to your profile to view in one online location. Sign up for eBilling to go paperless and receive your bills electronically.

You will need your account number and access code to register. This information is displayed at the top of your City of Kelowna Utility Bill.

Any ownership changes on your account will generate a new access code. Please contact Utility Billing Customer Care at utilitybilling@kelowna.ca or 250-469-8757 (option 2).

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 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.

Information for Landlords:

As the landlord you will need to decide how to bill utilities to your tenant (e.g. part of monthly rent, as an addition to rent, or if you provide them with your account number to pay at their financial institution).

Accounts in tenant names are being phased out and no new accounts in tenant names will be created. Existing accounts in a tenant's name 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.

Information for Tenants:

If you are moving out and the account is in your name as the tenant, your account will need to be closed. Contact Utility Billing Customer Care at minimum two (2) days prior to your move-out date at utilitybilling@kelowna.ca or at 250-469-8757 (option 2). We will schedule a final meter read and issue you a final bill. Be sure to pay your account to bring it up to date.

If you signed up for the Pre-Authorized Withdrawal System (PAWS) you will need to contact Utility Billing Customer Care at least 20 days before your move-out date to cancel enrolment. You will also want to update your financial institution to remove the account from your payees list.

The City of Kelowna no longer collects security deposits 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 or selling a property

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 electronically.

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.

 

Changes to mailing address

Notify  BC Assessment directly to change your mailing address. Visit  BC Assessment Update Your Property Information , call 1-866-825-8322 or mail to:

300-1631 Dickson Ave, Kelowna BC, V1Y 8H2.

You will need your folio number, assessment area number and jurisdiction area number in order to make an address change.

  • Folio number: This number can be found on your property tax notice, utility bill, or using our  Property Tax and Assessment Query online service tool (folio is referred to as roll). 
  • Assessment area: 19
  • Jurisdiction: If your folio number is five digits or less (e.g. roll 8500) then your jurisdiction number is 214. If your folio number is greater than five digits (e.g. roll 12051228) then your jurisdiction number is 217.

If submitting in writing: Include the folio number of the property, previous mailing address, new mailing address, your printed name and signature.

Important:  This refers to change in mailing address only.  If you no longer own a specific property, the change in ownership will be picked up when BC Assessment is provided information from the Land Titles office.

Note:  BC Assessment will register an address change in the City of Kelowna's system weekly.

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 cheque 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).
 

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.

Billing information
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 meter readers for billing purposes.     
Irrigation charges

Irrigation services for customers with Farm status are billed annually on the last bi-monthly bill of the calendar year. For all other customers, irrigation services are billed bi-monthly. Payment is due on the date indicated on the bill.

Leaks, repairs and maintenance
Sewer repairs and maintenance

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.

Water leaks

If you have an unusually high water bill or notice that there is pooling water in your house or yard, you may have a leak.
Here is a list of items to check around your property to investigate prior to contacting the City:

Have you noticed any toilets routinely running or filling without flushing?

The rubber dam at the bottom of the toilet tank could be deteriorating causing a small leak.
Flush handle could be loose or stay stuck causing the water to continue to flow unless the handle is jiggled.

Has there been any power interruptions to your irrigation controller that may have caused it to change its watering schedule?

Verify the programmed watering schedule to ensure that it aligns with your allowable watering days, that your watering time is appropriate for your hydrozone/plant material and is between the hours of 7 p.m. to 6 a.m.

Are there some unusually wet spots in your yard that do not seem to dry out?

Check to see if there is normal water pressure coming out of hoses or irrigation lines. A drop in flow could indicate a broken pipe somewhere.

If you have access to view your meter: turn off anything that may be using water (taps, washing machine, dishwasher, irrigation system) and check your water meter for several minutes. If you are still observing increasing water usage numbers, then there is likely a leak.

What if I think my water meter is at fault?

We can verify that your meter is reading correctly, but we ask that the steps above be checked first prior to contacting the City. Life expectancy for a water meter is typically 20-30 years and are replaced according to a strict maintenance and replacement schedule. Meters will wear over time, but when they wear, they tend to slow down and therefore produce lower water usage readings. Meters only produce higher readings if there is an increase in the rate of water flowing through.


Please be aware that you are responsible for all water consumed on your property, but in the event of a confirmed leak, the City accepts requests to have the consumption reviewed for possible adjustment to a lower tier rate for that billing cycle.

Before contacting the City to request a review, there are a number of items to be aware of:

  1. The source of the water leak needs to have been identified, isolated, and repaired. It is recommended that you contact a certified plumber or irrigation contractor and keep your receipts as proof of repair. If you fix the leak yourself, save material receipts as proof along with pictures or documents to support that there was a leak and that it was repaired. In all cases, the City will request that you submit these along with the adjustment request.
  2. You will need to contact the City Utility Billing office and receive instructions on how to submit your request and documentation so that a Service Request can be started for the review.
  3. The review may take some time as part of the process involves reviewing the next one or more billing cycles to verify that water usage has returned to normal.

We can help reduce your water bill! The City offers a free service to have an irrigation professional come in and assess your irrigation system in order to assess the irrigation controller programming and water coverage recommendations. This is a great way to not only save some money, but also help in conserving vital water in our arid Okanagan climate.