FAQ about your new account

• How much notice do you need to set up my new utility account? Question: How much notice do you need to set up my new utility account?

  It can take between two to five business days to set up a new service, so we suggest providing at least five business days’ notice.

• What type of information do you collect and why? Question: What type of information do you collect and why?

  When you open an account with us, we will ask for different kinds of information about you.  

  • We ask for your name and address, phone number and email address so we can send you bills for the services we provide and so we can get in touch with you if we need to. 

  • We ask for your date of birth to make sure you are old enough to legally open an account with us. 

  • We ask for your mother’s maiden name to use as a “shared secret” when you call or email us. To protect your privacy, we need to be sure that we are not sharing details about your account with someone who should not have that information. So we ask you for a piece of information that only you would know. 

  • We ask for your driver’s license number as a piece of ID to prove your identity.  

  • And we ask for banking information if you want to sign up for a pre-authorized payment plan. 

  Learn about your privacy at Utilities Kingston.

• What are the fees for opening an account? Question: What are the fees for opening an account?

  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 you receive from us). Due to the cost-saving benefits of the unique multi-utility model in Kingston, we keep this charge amongst the lowest in the industry.

• Why do you collect a deposit on my account? Question: Why do you collect a deposit on my account?

  Utility providers often ask new customers for a security deposit. They are a kind of protection and reduce the amount of bad debt your local utility is exposed to. And in doing so, security deposits help maintain a financially viable utility sector, where customers receive a reliable supply of water, gas or electricity at a reasonable cost.  

  To learn more about security deposits, including how to receive an exemption, please see our security deposit webpage*. 

  *Please see link for further deposit details and options that may waive the deposit.

• How will I receive my utilities bill? Question: How will I receive my utilities bill?

  Your first bill will be mailed to the billing address we have on file for you.  

  Once you’ve received and paid your first bill, you can sign up for eBilling by visiting the MyUtilities Customer Portal. (You'll need your account number and the amount of the most recent payment you made to us.)

• When will I receive my first bill? Question: When will I receive my first bill?

  Utilities Kingston bills customers monthly. We charge customers based on how much water, electricity, or natural gas they use. This means you’re billed after a period of consumption. Expect to receive your first bill within six weeks. If you don’t receive your bill in this timeframe, please contact customer service, Monday to Friday, from 8 AM to 4:30 PM, at 613-546-0000

• How can I sign up for e-billing? Question: How can I sign up for e-billing?

  You can sign up for e-billing after you have received and paid your first utility bill. Your first bill will come in the mail to the account mailing address we have on file for you. 

  To sign up for the MyUtilities Customer Portaland e-billing, you will need:

  1. Your Utilities Kingston account number

  1. The amount of your most recent payment to Utilities Kingston

• How do I add Utilities Kingston as a payee for online banking? Question: How do I add Utilities Kingston as a payee for online banking?

   To add Utilities Kingston as payee:  

  1. Log into the online banking portal for your financial institution.
  2. Add a new payee by searching for and selecting “Utilities Kingston”. Not sure how to do this? Your bank’s help page may assist.
  3. You’ll need to provide your utility account number, which you can locate at the top right of your bill.

• How can I pay my bill? Question: How can I pay my bill?

  Utilities Kingston offers different ways to pay your bill. View all payment options.

• How can I choose between Time-of-use and Tiered electricity rates? Question: How can I choose between Time-of-use and Tiered electricity rates?

  If you’re a residential or small business customer who pays Time-of-Use (TOU) electricity prices, you can choose to switch to Tiered prices (and vice versa). 

  With TOU, the price you pay depends on when you use electricity. With Tiered prices, you can use a certain amount of electricity each month at a lower price. Once that limit is exceeded, a higher price applies.  

  If you want to continue paying TOU prices, no action is required. Learn how to switch from TOU to Tiered, or vice versa.

• Where can I get answers to my billing-related questions? Question: Where can I get answers to my billing-related questions?

  We put this billing information together to answer all your questions about your Utilities Kingston bill!