We’re creating a new customer experience strategy to ensure our services reflect the needs of our community now and into the future. This is your opportunity to share what matters most to you and how we can make your experience with Utilities Kingston even better.

Here's how you can get involved:

Share your thoughts at any time before September 7 by completing our short online survey. It only takes a few minutes, and your feedback will help shape how we deliver services now and in the future. The survey is open to all Utilities Kingston customers, and every response will be kept confidential.

Take the survey now!

Join us at an engagement lab

Take part in a small, interactive session where you can share your experiences and ideas directly with our team. These conversations give us richer insights and allow for a deeper discussion about what matters most to you.  Each lab will explore key areas of the customer experience, focusing on the unique perspectives of students, seniors, and customers who have faced challenges with bill payments to help ensure the strategy reflects a wide range of experiences.

Participants will receive a $25 credit on their Utilities Kingston bill as a thank you for taking part. Some participants may be offered alternative incentives. To receive a credit, you must be a Utilities Kingston customer, provide your service address for account verification, and attend the full session.

Customers who have received credit support

For those who have experienced difficulty paying a bill and worked with our Credit and Collections team. Share your perspective to help make processes more understanding and supportive.

• Date: Tuesday, August 26
• Time: 7 to 8:30 p.m.
• Location: Held online via Zoom – you will receive a link and joining instructions after registration.

Register for the virtual session

Students

Discuss unique challenges with utility services and share ideas to make them easier to navigate.

• Date: Wednesday, August 27
• Time: 7 to 8:30 p.m.
• Location: Held online via Zoom – You will receive a link and joining instructions after registration.

Register for the virtual session

Seniors

Help make services simpler, more accessible, and more responsive.

• Date: Wednesday, September 3
• Time: 9 to 10:30 a.m.
• Location: 85 Lappan’s Lane, Kingston

Register for the in-person session

Other ways to get involved

Here are other ways to share your ideas and help shape our Customer Experience Strategy.

• Request a one-on-one conversation – We can arrange a phone or Zoom meeting at a time that works for you to explore your ideas in more detail. Email Community@UtilitiesKingston.com to get started.
• Chat with our street teams – If you see our team members out in the community, stop by to share your thoughts in a quick, informal conversation
• Email your feedback – Send your ideas, experiences, or suggestions directly to Community@UtilitiesKingston.com

We’re also working directly with businesses, community partners, and service groups to gather additional feedback that reflects our community’s needs.

If you have questions or would like more information, contact us at Community@UtilitiesKingston.com or call 613-546-1181 Monday to Friday, 8 a.m. to 4:30 p.m.