Kitchener Utilities

Safe and reliable service. Always.

Posted on Monday July 20, 2020

The City of Kitchener and Kitchener Utilities are proud to continue delivering safe and reliable services to our community. Every single day, residents and businesses count on us for the services and programs they rely on, and our staff work around the clock to provide them. Even during challenging times, you can expect safe and reliable utility services for your home or business.

Keeping our customers and staff safe

Kitchener Utilities takes the health and safety of its customers and staff seriously. We are taking precautions to help customers and staff feel supported and safe during COVID-19 as part of our robust health and safety program.
Trained technicians are continuing in-person appointments for many services including meter inspections and replacements, water heater repair and replacement, natural Gas/CO odour calls, final inspections of natural gas equipment, infraction follow ups, and natural gas equipment inspections.

Here’s how we’re keeping you safe:
• Only healthy staff are deployed to service appointments and show no signs or symptoms of illness
• Staff are maintaining 2 metres of physical distance from residents
• Hands and tools are sanitized
• Staff are wearing masks and if necessary, gloves

All contractors working for Kitchener Utilities employ policies and procedures to protect the health and wellness of workers and the community in general as part of the contractor’s Health and Safety Plan and in accordance with Ministry of Labour guidelines.

How you can do your part

Cooperation from property owners can ensure the safest experience possible when staff perform in-person service appointments.

Here’s what you can do:
• Open gates and doors for staff so they do not need to have contact with these surfaces
• Physical distance by maintaining 2 metres of separation while staff perform their work
• If possible, position the occupants in your home in a different room from where staff are doing work
• Consider wearing a mask

Most importantly, if you are experiencing any signs or symptoms of illness please advise our staff before entering your home or business.

Commitment to customer service

Kitchener Utilities is committed to delivering safe and reliable service to our customers.  Based on availability, we will attempt to re-schedule a cancelled appointment. If the matter is an urgent safety concern, we have incremental safety measures that we can put in place to protect our representatives so that we can attend to your critical issue.

To contact Kitchener Utilities about a service, or if you have questions related to an upcoming service appointment, please contact our Service Department at 519-741-2529.