Frequently Asked Questions About Your Bill

It's important that our customers understand the services they receive for the rates they are paying. This page aims to address some of our customers' most frequently asked questions about their water, wastewater/sewer, gas and electricity bills.

If you don't see the question you're looking for, please email customer service or call us at 613-546-0000, between 8 a.m. and 5 p.m., Monday through Friday. We'll be glad to assist you.

I don't wish to have my bills estimated. How do I submit meter readings?

To help deliver cost-effective services through efficient utility operations, gas and water meters are read every other month for billing purposes. The in-between bills are estimated. To avoid an estimated bill, use our online form to provide the actual meter reading in advance of the bill date, or call it in to our customer service centre.

To learn the billing schedule for your address, please contact customer service at 613-546-0000, from Monday to Friday between 8 a.m. and 5 p.m.

What is a statement date?

The statement dates reflects when the bill is processed and mailed. It is not an indication of when your last meter reading was taken. Your bill lists the date up to which transactions are reflected.

How long is my billing period?

The length of the billing period is listed on your bill, by the number of days.

What are the basic monthly service charges?

Basic monthly service charges are billed for each service: electricity, gas, water, and wastewater/sewer.

These amounts are based on a 30-day billing period and are pro-rated to the actual billing period. These charges are used to recover costs associated with utility administration, meter maintenance and other operational costs for each service.

You can download the rates schedule to view the current monthly service charge for each service. To find current rate schedules, look in the footer (bottom) of this website, in the column Current Rates.

I don’t want to receive a paper bill. Do you have an electronic bill option?

You may consider the ePost service, an alternate mail delivery service offered by Canada Post. There is no charge for this service. To subscribe to ePost, visit their website, www.ePost.ca. Please have your billing account number and the last eight digits of your bill SEQ-ID number ready.

How can I view my household consumption of water, gas and electricity?

The MyUtilities customer portal allows you to view your household consumption of water, gas and electricity, as well as your transaction and payment history. Track your electricity consumption by the day or hour, view your usage history, learn how temperature affects your consumption patterns, compare prices and view your billing amounts. All you need to get started is your account number and the amount of your last payment.

Get started at my.utilitieskingston.com

I don’t understand my electricity bill. Can you explain the charges?

You might find our page on Understanding Your Electricity Bill helpful.

There are several components/charges to your electricity bill, as regulated by the Ontario Energy Board (OEB). Kingston Hydro receives the distribution charge. This is a variable per kilowatt-hour (kWh) charge intended to allow the utility to recover the cost of building and maintaining its low-voltage distribution system, including overhead and underground distribution lines, poles, and transformer stations.

To learn more about all the components of your bill, visit the OEB website.

Where can I check Time-of-use prices?

For your convenience, a real time Time-of-use indicator is displayed at http://www.kingstonhydro.com/

The Ontario Energy Board introduced Time-of-use (TOU) electricity prices and schedules to reduce electricity use at peak times. You can visit their website for up-to-date information on TOU rates, holiday schedules, and more.

What are the fees associated with opening an account?

When a customer opens a new account, our employees complete a variety of tasks in order to arrange for each water, wastewater/sewer, gas or electricity service. This may include reading meters, turning on utility services, and conducting administration.

A $15 standard application fee covers the costs to arrange for each service (totalling up to $60 plus HST, depending on the number of services). Due to the cost saving benefits of the unique multi-utility model in Kingston, we are able to keep this charge amongst the lowest in the industry.

If the service to the address has been turned off, a reconnection fee may also apply.

Did you know? In the public interest, electricity rates/charges are reviewed and approved by the Ontario Energy Board, while water, wastewater/sewer and gas rates/charges are approved by The Council of The City of Kingston.

Why and how does Utilities Kingston estimate water and gas bills?

There are two reasons why Utilities Kingston estimates the water or natural gas consumed by your household or business.

First, unlike electricity smart meters that are read remotely, most water and gas meters require a meter reader to visit your neighbourhood and collect readings with a hand-held device. To operate efficiently, Utilities Kingston only collects meter readings every other month for smaller volume customers. This means every second bill is usually an estimate of your usage, based on your past billed consumption for that month.

Second, we need to estimate water and gas consumption in cases where a meter is inaccessible or communications equipment is blocked. In these cases, our meter readers can’t obtain a reading. This often happens in winter months when meters are covered in snow and ice, or there is no pathway shovelled to the meter where a visual reading is required.

To avoid an estimated bill, use our online form to provide the actual meter reading in advance of the bill date, or call it in to our customer service centre at 613-546-0000, Monday to Friday from 8 AM to 5 PM. Reading your own meter on a regular basis will help you identify water leaks before they become too costly, reduce the likelihood of unexpected credits or charges showing up on your bill, and help you better understand how your water or gas use changes through the seasons.

How are gas bill estimates calculated?

We use one year of historical data for the period we need to estimate. The data is from actual meter reads. It is used to determine an average daily use for a customer. The average daily use is then multiplied by the number of days in the billing period.

How are water bill estimates calculated?

For an explanation of how water bills are estimated, please contact customer service at 613-546-0000, Monday to Friday from 8 AM to 5 PM.

How can I open or close my account?

Please be aware it can take up to five business days to set up a new service. Use our convenient online forms to open or close an account:

You can also make these arrangements by calling customer service at 613-546-0000, between 8 a.m. and 5 p.m., Monday through Friday.

I am moving. How do I make arrangements for a new service or for closing my existing service?

To arrange for the new service, use our online form to open a residential account. Then close your existing account online.

Alternately, these arrangements can be made by calling customer service at 613-546-0000, between 8 a.m. and 5 p.m., Monday through Friday.

Can I sign up for the convenience of pre-authorized payments?

Yes, we offer this service. The Pre-authorized Payment Plan (PAP) is one of the easiest, most convenient ways to pay your utility bill.

From our page on Payment Options, you can download the PDF form required to sign up for PAP. Follow the instructions to complete and provide the form to our office, along with a void cheque.

To find out more about the convenience and benefits of this payment option please contact customer service at
613-546-0000.

How can I pay my bill?

We offer a variety of regular payment options including pre-authorized payment, banking, in person, via drop box or mail, or by credit card. These options are outlined on the back of the billing statement and are also described on our page about payment options.

Can I sign up for the convenience of equal payments?

Yes. The Equal Payment Plan averages your utility costs over a 12-month period so that you pay an equal amount each month. You will be billed a set amount for eleven months with the close-out amount reflected on the twelfth bill. This settle-up bill will also detail the new instalment amount for the coming eleven months. If you choose to join an Equal Payment Plan, you will find the current plan balance on the last page of each monthly bill.

Your account must be paid in full prior to joining the plan. We only recommend the Equal Payment Plan for accounts with a 12-month billing history at the address.

For information on the instalment amount for your address, or to arrange the setup of the plan for your account, please contact customer service at 613-546-0000 from Monday to Friday between 8 a.m. and 5 p.m.