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Frequently asked questions about the meter upgrade program (AMI 2.0)

Utilities Kingston employee inspecting a meter outside a customer's home

Utilities Kingston is upgrading meters across the community as part of a multi-year program to improve safety, reliability, and service. This includes the introduction of Advanced Metering Infrastructure (AMI) 2.0.

This page answers common questions about the meter upgrade program and what to expect during your meter change. If you need more information, our customer service team is here to help.

  • Advanced Metering Infrastructure (AMI) 2.0 is the next generation of metering technology being adopted by utilities to modernize the measurement and management of energy usage. We are implementing this upgraded system for our customers across Kingston.

  • Meters are being upgraded to replace aging equipment and support safer, more reliable service, improved data, and future enhancements to electricity, gas, and water systems.

  • The upgraded system improves safety and service: 

    • Electric: early issue detection, arc flash detection, and remote shutoff 
    • Gas: automatic shutoff in unsafe conditions, such as high temperatures and high flows, which could indicate a fire or a leak
    • Water: early leak detection 

    It also improves reliability and data accuracy and supports future energy technologies.

  • Most installations take up to 30 minutes per service. Service may be briefly interrupted during replacement.

    The visit may take longer if additional work is required, such as unplanned equipment or system interventions to address deficiencies or unsafe conditions.

  • Electricity, water, or gas may be briefly interrupted while the meter is being replaced.

  • Electric, water, and gas meters will be replaced at the same time whenever possible to reduce disruption.

  • Yes, you will need to be home for the meter change. An adult (18+) must be present, as technicians require both indoor and outdoor access to complete the work. We will provide advance notice with details of your appointment, including the expected arrival window. If you are not home at the time of the visit, technicians will complete any accessible outdoor work and leave a notice with instructions for scheduling a follow-up appointment to complete the work. 

  • Yes, staff will need access to your yard, driveway, and the interior of the building to reach the meters and complete the work.

  • All staff and contractors carry photo identification and arrive in clearly marked vehicles. If you are unsure, ask to see identification or call 613‑546‑1181 to confirm the visit.

  • You will receive a notice before work begins in your neighbourhood.

  • If the visit is missed, you will receive instructions to reschedule. 

  • To help crews complete the work safely and efficiently: 

    • Ensure about one metre of clear space around the meter.
    • Remove vehicles, debris, or vegetation that may block access.
    • Keep pets secured away from the work area.
    • Unlock gates or ensure clear access to the property if needed.

  • There are no fees associated with meter upgrade program unless a deficiency is identified. Examples of deficiencies may include a damaged meter base, unsafe conditions, or equipment that does not meet current safety standards. 

    If a deficiency is found, it must be repaired or replaced by a licensed contractor before the new meter can be installed. The cost of this work is the customer’s responsibility. 

    Customers may choose a licensed contractor of their choice. If work is required, our team will explain next steps on site and provide follow-up details by email.

  • Yes, you may choose a licensed contractor of your choice to complete the required repairs, if applicable.

  • The ownership demarcation point is where municipally-owned and maintained equipment ends and the property owner’s equipment begins: 

    • Utilities Kingston is responsible for maintaining and repairing equipment up to this ownership demarcation point. 

    • It is the property owner’s responsibility to maintain and repair equipment beyond the ownership demarcation point. 

    Learn more about demarcation points. 

  • No action is required after installation unless we advise you otherwise. If everything is functioning as expected, no further steps are needed.

  • Yes, usage data is securely transmitted and protected in accordance with privacy regulations.

  • Contact our customer service team at 613‑546‑1181 for more information.