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Account Inquiries:
250 979-4928
Electrical emergen-cies, power outages, street light repairs:
1-866-436-7847
Sewer and water emergencies:
250 860-6419 |
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Utility Billing FAQ
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The following list of frequently Asked Questions (FAQs) is meant to provide answers to questions that are commonly asked of our Utility Billing staff. |
For general utility information, please call 250 979-4928.
Customers who have had their services disconnected for non-payment will be charged the current administration charges to have their services reconnected, provided the reconnection can take place before 12 p.m. on a regular working day.
Customers who require after hours reconnection must pay the after hours call out rate. The current after hours call out rate is $260.
It is the customer’s responsibility to call the Utility Billing Office at 250 979-4928 with their payment receipt number to initiate reconnection.
Electricity - Residential and commercial customers within the City’s electrical boundaries are billed for electrical supply based on consumption in kilowatt hours (kWh). Some commercial and industrial users have additional costs levied to cover demand charges.
Water - Residential and commercial customers within the City’s water supply boundaries are billed for water supply based on consumption in cubic meters.
Sewer - Residential customers who receive sewer services as well as electrical and/or water services from the City of Kelowna will continue to be billed for sewer as a flat rate charge on their monthly utility bill. Residential customers who receive sewer only services from the City of Kelowna (with electrical and water services provided by other utility providers) are billed annually on their property tax bill.
Sewer charges for commercial customers within the City’s sewer service boundaries are also based on water consumption in cubic meters. 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 CustomerWorks meter readers for billing purposes.
Billing Cycles
Metered services, such as electricity and water, are billed monthly with the billing dates being either the 6th, 16th or 26th of each month, depending on the property’s location.
Customers should call the Utility Billing Office at 250 979-4928 to sign up for utility services.
Customers will be asked for two pieces of ID (e.g. - social insurance number, driver's licence number). The Utility Billing Office will provide information about the security deposit, which will be charged on the first bill. The security deposit requirement can be waived by having the property owner complete and sign a Security Deposit Waiver. The signed and completed waiver must then be returned to City Hall or mailed to the Utility Billing Office (City of Kelowna, Utility Billing Office, PO Box 20220, Kelowna, BC V1Y 9H2). The waivers are verified by City Hall staff and the deposit charge is then reversed off of the customer’s account. No customer shall be allowed to apply for or receive services at a premise if he or she has any outstanding arrears charges for services at any other location in the City’s service areas.
Current administration charges for new accounts are $30 plus GST for electrical services and $5 for water services. These charges are subject to change. These charges are added to the first billing received by the customer and do not have to be paid at the time of application.
Contact the Utility Billing Office (250-979-4928) at least 24 hours before your move so they can close your current account. You will be provided a reference number should you have any questions about the time your meters were read for your final billing.
Provide your new mailing address so that your final bill can be forwarded.
Verify with the Utility Billing Office's utility billing operators whether or not your new location receives services from City of Kelowna. If your new location receives electrical, water and/or sewer services from the City of Kelowna, you can apply for services at that new location at the same time as you close your old account.
- Enroll in our Pre-Authorized Payment Plan for monthly automatic withdrawals. Call the Utility Billing Office for more information (250 979-4928).
- Payable at most financial institutions in Canada. Please remember to present your entire bill when paying at your financial institution.
- Pay by phone at your bank, credit union or trust company. Talk with your financial institution about how to arrange this.
- Mail cheque or money order to City of Kelowna, Utility Billing Office, PO Box 20220, Kelowna, BC V1Y 9H2. Please allow enough time for mailed remittances to reach the office by the due date. Postmarks are not accepted as proof of payment date.
- Use the night deposit boxes at the front entrance to City Hall or the parking lot exit on Doyle Avenue. Please do not put cash in the deposit boxes.
- Pay at City Hall cashiers between 8:00 a.m. and 4:00 p.m. Monday through Friday. Please remember to present your entire bill when paying at the City Hall cashiers.
Call FortisBC at 1-866-436-7847 to report electrical outages, street light repairs or any electrical maintenance issue.
Customers who have been disconnected for non-payment of City of Kelowna utility bills should arrange to pay their entire bill to reconnect service. Service will be reconnected the same working day if payment is received before 12 p.m. It is the customer’s responsibility to notify the Utility Billing Office of their payment. Call 250 979-4928 and have the payment receipt number handy.
My sewer has backed up. Who should I call?
Customers are responsible for water and sewer repairs on their own property. Customers should first call a plumber to determine whether the water or sewer disruption is occurring on City property or on the customer’s property.
If the problem is found to be on City property, call the Utility Billing Office at 250 979-4928 to report the disruption. The City will reimburse the customer for reasonable plumbing charges incurred in determining the location of the problem.
What are the payment deadlines? What are the penalties for late payment?
City of Kelowna bylaws require that utility bills be paid within 15 days of the billing date provided that the fifteenth day does not fall on a Saturday, Sunday or statutory holiday. Where the fifteenth does fall on a Saturday, Sunday or holiday, payment is required on the work day immediately following.
City of Kelowna bylaws also require that a penalty of three and three quarters percent (3.75%) per month from the billing date to the date of payment be charged and added to the outstanding balance of all accounts unpaid after fifteen days.
In cases where there has been a delay in forwarding bills to customers, the due date is extended. The due date for any billing is noted on the bill.
Payments received are applied firstly to any arrears owing, secondly to any penalties outstanding, and thirdly to current charges. An account that is still in arrears 15 days after the billing date may be subject to service disconnection without further notice.
The Utility Billing Office's phone lines are staffed Monday to Friday from 7 a.m. to 6 p.m.
What utility services does the City of Kelowna provide?
The City provides electrical, water and sewer services. Properties may receive one, two or all three of these services depending on where they are located within the city. Services are provided for both commercial and residential customers. Residential customers who are billed for sewer only will be notified of this charge on their annual Property Tax Notice.
The Utility Billing Office operates as a call centre with NO customer access to the building. Customers must call 250 979-4928 in order to receive service.
The mailing address for the Utility Billing Office is:
City of Kelowna
Utility Billing Office
PO Box 20220
Kelowna, BC V1Y 9H2
